we have a 4G LTE Network Extender. for at least a year, we had ability to administer access mode (operational mode open, closed, hybrid) and the associated white list (access list). We live in a multi-dwelling building (apartments, and without CLOSED MODE we are forced to share our network extender and Fios data (we get throttled now because of all this use)). Originnaly, we had this mode administrative capability. However, we had problems with a new phone not being recognized by the device, and a junior tech reset the provisioning for the network extender(instead of the extender device). Currently, we have the ability to see the network extender device in MyDevices via web browser on a PC, but the edit links from the manged device page are missing (see item4 in this help page for the edit links: https://www.verizon.com/support/knowledge-base-231937/ ). We have spend upwards of 50-60 hours (probably more) and at least 20 calls since March of 2024 trying to get this solved. Have Escalated to supervisors many times, opened many tickets, last ticket being *****, created on 15October, 2024 by supervisor named Zach. I was supposed to hear back, but today, tech support rep. (Joel) that I worked with stated the above ticket is not discoverable. HOWEVER Joel did see that my account notes log shows that Zach DID create the ticket, etc. Joel is aware of the situation, but he and his supervisor are at a loss. Joel creating a follow-up ticket, and trying to get information since the previous supervisor's ticket is locked/cannot be found etc...(***** created 22October, 2024) ALL I need is the two edit links for the Access Mode and Access List to be put back into the device object. I have engaged with SO many reps that stated they would stay in the loop and get back to me, and NEVER hear back (no calls, no emails anything...). Verizon should be ashamed with what is going on here. Verizon Wireless - please have somebody get that has with tech skills AND seniority to get this fixed.
I can certainly understand the cause for concern with the inability to change the network extender modes online, and I know I would want to be able to modify those if I was in a similar situation as you, ExtenderTroubles. I am disheartened to hear that you've had to reach out so many times without any resolution, and I want to stop that experience here, and help provide you with a resolution. I'll need account access to assist, and review any details from those tickets that you have outlined, so please be on the outlook for a private message from me.
-Joseph
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