Community Forums - LTE Extender fails to connect to SeGW server

Bearcat2016 · ‎09-20-2023

I have been trying for weeks to get a Verizon LTE Extender working. Several conversations with tech support. It will not get past "Connecting to SeGW Server" status to activate.

I have opened ports 500/4500 (UDP), 80 (TCP), 53 (TCP/UDP) and 123 (TCP/UDP) in my Google Nest Wifi router. Factory reset the device several times at tech support's request.

What am I missing? Help.

vzw_customer_support · ‎09-20-2023

Thank you for reaching out to us. To better assist with your Network Extender issue, I'll be sending you a Private Note, please reply to it, so we can get started.

~Maria

Bearcat2016 · ‎09-20-2023

Thanks, Maria. Official channel-wise, I'm waiting 3-5 days for someone from the network team to get back to me. In the meantime if anyone in the community has experienced a similar issue or has successfully set up a Verizon LTE Extender on Google Nest WiFi, I'd appreciate your thoughts.

Bearcat2016 · ‎09-22-2023

I have had the issue for weeks, not a few days. I have spent hours in three separate sessions with your tech support, which consisted of being asked to move the device around my house. reboot it and "wait". At one point last week the tech said they would send me a new device and it would arrive on Monday. When I called on Tuesday to see where it was I was told that the device had never been ordered and asked to spend another hour+ troubleshooting it. There are enough people with the same problem on your forum and on the internet that it seems like maybe you shouldn't sell these devices without also offering full setup support.

I will also note that the page on your site where you sell them says nothing of needing a strong enough Verizon wireless signal that it can make it through what appears to be a complicated setup. You should offer a test before purchase to make sure service is strong enough to support device installation and save people many hours of wasted effort.

Replying to:

Thank you for your reply. We are truly sorry to learn you have had issues for more than 5 days and would like to help. Please tell us, were you able to troubleshoot connection before? Did you recently move the extender?

~Maria