4G LTE Network Extender Open, Closed, Hybrid Modes
VerizonCustomer2023
Enthusiast - Level 2

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.

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Re: 4G LTE Network Extender Open, Closed, Hybrid Modes
jav6
Champion - Level 3

@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.

...Just another VZW customer...trying to offer some assistance...
Re: 4G LTE Network Extender Open, Closed, Hybrid Modes
vzw_customer_support
Customer Service Rep

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

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Re: 4G LTE Network Extender Open, Closed, Hybrid Modes
vzw_customer_support
Customer Service Rep

Good morning! We understand that are having service issues. We are more than happy to assist. Please send a PM for further assistance. *Jerina

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Re: 4G LTE Network Extender Open, Closed, Hybrid Modes
VerizonCustomer2023
Enthusiast - Level 2

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 10–15-minute call resolving an issue or an inexperienced/poor tech could be an hour call with the issue still not resolved.

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Re: 4G LTE Network Extender Open, Closed, Hybrid Modes
VerizonCustomer2023
Enthusiast - Level 2

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.

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Re: 4G LTE Network Extender Open, Closed, Hybrid Modes
VerizonCustomer2023
Enthusiast - Level 2

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

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Re: 4G LTE Network Extender Open, Closed, Hybrid Modes
vzw_customer_support
Customer Service Rep

Hello. We would very much like to help you with your Network Extender concerns. Please send us a Private Note to get started. 

*Margie

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Re: 4G LTE Network Extender Open, Closed, Hybrid Modes
JED1018
Newbie

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.

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Re: 4G LTE Network Extender Open, Closed, Hybrid Modes
JED1018
Newbie

Were you able to resolve this?  So frustrating...

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