Network Extender

[mdphdbfd]

My LTE Network Extender was AMAZING...right up until it stopped working.  I've spent (no exaggeration) at least 10-12 hours on the phone during multiple calls to Tech Support.  I've confirmed the MAC address, I've system reset, I've changed router ports and cables, I've done everything and the Extender still gets hung up at "Connecting to SeGW server, please wait....".  And wait.  And wait.

Spent hours on the phone w my ISP - everything is ok with my modem/router and on their end.

Verizon Tech Support always promises something and never delivers.   They say they'll call back w solutions after running the problem up the chain, and never do .  If it weren't so awful/disgusting/infuriating, it would be funny.  The best one was "Sugar", who after an hour or so and talking to various superiors, promised to send me a new Extender and "would call me back" after checking one  last thing - she called me back (!) and said the new Extender would be at my home in 3-5 days.  Of course, nothing ever showed up. 

I bought a "new" used Extender and it gets hung up on the same SeGW server error.

I went into the Extender's Admin page (192.168.0.62) and under Home/System Information it says Operational Status: Not In Service (...thank you!!).  Clicking on link to Operational Details I get this (icons won't paste so check mark = done, hourglass = trying):

This HAS TO BE A VERIZON SOFTWARE ISSUE - why can't they fix it?  There are scores of people with the same problem.  These devices used to be awesome, now they're just bricks.  

This should be an FCC issue - Verizon tech support is worthless.   I've had occassion in the last year to be on the phone w IRS, Social Security, Medicare and State offices in Florida and Colorado, and while I might wait 10-15 min to speak with someone they are universally pleasant and always get me an answer.  Congrats Verizon - you're worse than the IRS.

1	Starting up ...	done	01-22-2024 22:37:50 UTC
2	HW initializing ...	done	01-22-2024 22:37:56 UTC
3	SW initializing ...	done	01-22-2024 22:37:57 UTC
4	Acquiring local IP address ...  IP: 192.168.0.62  DNS1: 192.168.0.1  DNS2: 205.171.3.25	done	01-22-2024 22:38:09 UTC
5	Searching for GPS signal ...  Latitude: 39.690190  Longitude: -105.265114	done	01-22-2024 22:38:27 UTC
6	SeGW discovery and IPsec Setup ...  SeGW FQDN: sgw.vzwfemto.com  SeGW IP: 141.207.208.227  Left Id: A49733A05BE5.askey-cons4g.vzwfemto.com	trying	01-22-2024 22:39:01 UTC
10	SeGW discovery and IPsec Setup ...	trying	01-22-2024 22:42:58 UTC
14	SeGW discovery and IPsec Setup ...	trying	01-22-2024 22:43:03 UTC

[vzw_customer_support]

mdphdbfd, we definitely want to make sure that we find out what's going on with your Network Extender. We know how important this is to you, and we're truly sorry to hear of your experience. Please tell us, what is the status of the LED lights on the extender? Do you recall any recent changes to your device settings or your internet prior to this issue?

~Izzy

[mdphdbfd]

No, I don’t recall any changes to the network settings.  I read somewhere on this forum that it could be settings on the router/modem so I called CentiryLink. Now mind you, I need the network extender because I have 0 to 1 bar on Verizon, so I sometimes use Google Voice for tech support calls because I can’t afford to get disconnected.  

The first person said there was nothing she could do. I called back a couple days later and the guy said he could fix it by adjusting something.  I wrote down the default settings and everything he told me to change, right up until the internet completely  disappeared, and hence, I was disconnected from the call.  Did he try and call me back on my cell?  Well of course not.  I reset the settings to default and, of course, still no internet.  I reset the router/modem to default settings, still no internet.  (I had to drive to a place where I had a phone signal and the next tech sent me detailed instructions on how to get it back).  

My next plan is to buy a new extender and see if that works, if yes - Verizon hardware/software problem no one has been able to fix for me and I’ll swallow the cost of a new extender.  If no, then I will try my original extender on my neighbor’s Xfinity network - if it works, I’ll change ISP, if not, I’ll become a caveman. 

[vzw_customer_support]

Hello, mdphdbfd. Help is here as we definitely want you to have service. Please tell me more. Do you know if we submitted a ticket to have our network engineers check your area? What is your zip code? 

-Natasha

[mdphdbfd]

Hi Natasha (or whoever monitors this thread).

I've solved the problem (please review the previous thread) and you're not going to like the conclusion.  Recall my Extender worked great, right up until the day it became a brick.  Here's what I did to solve the issue:

1) First, I spent hours and hours on the phone w Verizon tech support, at least 8-10 hours, and did everything they told me to try.  Rebooting the extender, rebooting the router, etc.  And to answer your question, yes, at least 3 tickets were submitted and I was promised to receive a new extender twice but, surprisingly, they never showed up.  

2) they suggested it was a port or firewall issued even though no settings on my router had been chanced.  I called CenturyLink tech support and they confirmed that there wasn't an issue with my firewall.  To test this further I took the extender to my neigbor's house who uses a different ISP (Xfinity) and I got the same error message there - "Can't connect to SeGW server".

3) I purchased a new "used" extender on line ($50) to see if it was a hardware issue on my extender.  I got the same message with that device so it wasn't a hardware issue with my extender.

4) Finally, I went to Verizon and purchased a brand new extender, brought it home and set it up according to the directions.  It turned on perfectly and works fine.

CONCLUSION: Verizon must have implemented a software change that made previous extender versions useless.  That's the only explanation that makes sense.  And was too lazy or incompetent to a) update existing extenders, b) inform tech support because of the 5 or 6 people I spoke with no one knew about or mentioned that, and c) didn't have the courtesy of informing your customers.  This is pathetic and shameful service and has likely impacted anyone w an older version of the device and is indicative of the low confidence people have in Verizon - you always try to upsell us and never want to solve the problem .  I would like Verizon to reimburse me for having to purchase a new extender ($249.00 plus tax) and the cost of the other extender I purchased to troubleshoot the problem you should have solved.