I'm using a Verizon Network Extender model SKU: ASK-SFE116 in a congested area with poor service. We have around 10 numbers that NEED access to this extender, but at times up to 20+ devices are trying to connect which is causing CPU overload errors on the extender, dropped calls, and users cannot connect. I've spent over 3 hours on the phone with Verizon technical support, elevated to specialists but they are clueless on how to add the device to My Verizon so I can log in and manage the modes (open, closed, hybrid). Using the MAC they see the device registered under my number, but are saying it cannot be added to My Verizon and their is no way to manage user group modes. I can access the device using the IP to log in as administrator directly to the extender, but this only gives access to the devices error log, current number of devices connected, peak number of devices connected, GPS, and transmit/signal db strength.
@VerizonCustomer2023 wrote:I'm using a Verizon Network Extender model SKU: ASK-SFE116 in a congested area with poor service. We have around 10 numbers that NEED access to this extender, but at times up to 20+ devices are trying to connect which is causing CPU overload errors on the extender, dropped calls, and users cannot connect. I've spent over 3 hours on the phone with Verizon technical support, elevated to specialists but they are clueless on how to add the device to My Verizon so I can log in and manage the modes (open, closed, hybrid). Using the MAC they see the device registered under my number, but are saying it cannot be added to My Verizon and their is no way to manage user group modes. I can access the device using the IP to log in as administrator directly to the extender, but this only gives access to the devices error log, current number of devices connected, peak number of devices connected, GPS, and transmit/signal db strength.
You have to keep trying/calling to get transferred to another technical support agent that understands how to get the extender on your account for proper access. These agents do exist. Even if you get the extender on your account where you can manage the open/closed/hybrid mode, there may be issues with the access group of numbers. There are numerous other threads identifying issues with closed mode and the access group list. Good luck.
Good morning! We understand that are having service issues. We are more than happy to assist. Please send a PM for further assistance. *Jerina
Just spent OVER and hour with social media Verizon support, and still no resolution. No real understanding or what's needed to manage access just generated solution responses.
My Verizon Website - Add Contacts in Managed Access - LTE Network Extender
This is what need if a Verizon tech is out there somewhere who knows how to work with Verizon Network Extenders and add them to My Verizon account to manage access to setup a closed user group.
Having same issue, got transfered all over and hung up on 3 times, I finally got working now try to restrict just to my group.
Thanks for the reply and I'll try again. Maybe I'll luck up this time and get a tech that knows how to add the extender to my account. I agree it does make a big difference in what tech you get and their abilities. A good tech can result in a 10โ15-minute call resolving an issue or an inexperienced/poor tech could be an hour call with the issue still not resolved.
Were you able to resolve this? So frustrating...
I've tried 11 agents and have spend 8-9 hours on the phone and they are all clueless. They try and do the same thing. Re-register the MAC address. My next step is an executive escalation.
Hello, thank you so much, for addressing this concern to us, I would be more than glad to look into this for you, can I send you a private message to continue?
>Josselyn
So, I have logged over 7 hours of my time on call or chats with Verizon support and technical specialist to get my Verizon extender added to My Verizon to manage operational modes (open, closed, hybrid). Seems like a run around and no one knows how to do this and to deal with it or buy another extender. I have 10 Verizon numbers that need access and due to public users interfering and locking on to my extender the only solution I'm getting is to purchase another extender at $239.00. Even though this link says the extender can be managed to limit access to specific numbers. Looks like a Verizon issue to me if I have no control over access to my extender and who connects.
My Verizon Website - Configure Access Settings - LTE Network Extender
Hello. We would very much like to help you with your Network Extender concerns. Please send us a Private Note to get started.
*Margie
They have removed the option to change from open to closed. It used to be available under Devices, you would then click on the appropriate extender. The page would allow you to add numbers etc. Verizon has now removed the extenders from the devices page completely.
I have spent 3 hours on hold or talking to someone that just keeps talking over me. trying to get my extender added back to my account. it was there when I first set it up. I live in an apartment and my neighbors are always attaching to my device. they are now telling me there is no way to manage the device even though their website gives instructions on how to do so.
We appreciate the time you are taking to reach out again. 3 hours is a lot of time to invest and we are here to help with respect. Network extenders have changed overtime and also wifi data and calling have greatly improved. We are here to ensure you have the best possible consistent connection in your apartment. Please respond to the Private Note being sent so we can get started,
-Deb
I've Lived in the same location for over two years i have 0 to 1 bar of LTE, and on one bar it does not work. I bought this so we could have some sort of connection outside of our home when we were in the yard or with neighbors. Additionally, I live next to the community pool and during the summer the number of connections hitting my Extender overload it and shut it down due to high CPU usage. I wanted to change it to closed mode from Hybrid and now i am unable to do so.
Thanks for reaching out and bringing your situation to our attention. We want you to have consistent and reliable service to connect to with the network extender. We are happy to review and find answers for you. Indoor solutions are not just Network extenders these days. Wi-fi calling works great. Both do require reliable fast home internet to perform . We can look close with your help. Please reply to the Private Note that will follow to have access to account sensitive information.
-Deb
I discovered that in the MyVerizon app on my device the extender is not listed, however when i use the browser the extender is shown. The three service mode options are listed, but after going to โHybridโ from โClosedโ, created a list of users, none of the devices can connect.
Update, tried creating the contact list in Hybrid mode and it worked. Seems that it takes a bit of time to update the server with the changes.
How do I get this added back to My Devices?
It was there, now its not.
Taking hours of my time and nobody seems to know what I am asking for.
I can access it over the LAN, but that does not provide me with the capability to modify the modes.
I have no reception in my home for any of the 6 cellphones on my family account for months, but you have no problem billing me.
Why do I even need this device? According to your coverage map I am in a 5G / excellent area (A suburb of a major city). Is your map misleading?
It is extremely frustrating
Thank you for reaching out with your concern. As you have a 4G Network Extender it is not impacted by the 5G coverage. If you have already gone through the steps here: https://www.verizon.com/support/4g-lte-network-extender-faqs/ Please check your Private Notes to continue with us.
-Melissa
I spent hours on the phone and on text but have gotten nowhere.
I was told it was added and to wait a couple of hours.
I waited, still not there, texted back to the thread and was told to give it a day or two.
I gave it a day or two, still nothing, not there,
I waited a week, still not there and somehow the text thread is now gone
I guess Verizon has magical powers.
How are you going to make this right?
I had enough. Resolve the issue.
Start a new topic or ask questions in the open forum.
