Network extender calls not working

[JMThomsen]

We have had a network extender for almost a year. We bought one brand new and originally this problem occurred. We received a second extender and for almost a year its been perfect but the problem is happening again. Callers say my voice is jumbled and can't hardly make out what I'm saying, but I can hear them just fine. All lights are blue and my Netgear is working fine. We also have a box for our AT&T phone for my husbands work phone and his always works perfectly. In fact he has to switch to his work phone all the time to talk on the phone. I'm not sure what to do????

[vzw_customer_support]

JMThomsen,
Oh no, we want all your voicemails to be heard lour and clear.  Let us work together to determine what is causing this issue  on your Network Extender.  Have you recently made any changes to the placement of your extender? Click on the link for additional troubleshooting steps and keep us posted.
http://www.verizonwireless.com/support/network-extender/troubleshooting/#Troubleshooting%20Assistant

YareliM_VZW
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If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[JMThomsen]

There is absolutely nothing different with the set up whatsoever. It has worked just fine for almost a year. But I'm completely unable to use my phone to make calls right now from home. The caller can't hear me well, they say it sounds like I'm constantly losing signal. Nothing in the troubleshooting section helped.

[vzw_customer_support]

JMThomsen,

It truly breaks my heart to hear that you are having issues with the calls on your network extender. When you have a network extender being able to place clear and reliable calls should not be a problem. Let us dive into this issue further. What make/model devices to you and your husband have? Do you notice and issue with all calls when you place a call in your home or only in certain areas of your home?

LindseyTT_VZW
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If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[JMThomsen]

Thank you for responding Lindsey. We both have Xperia Z3. And we attempt to move around the house but it seems to be the same anywhere, even if we are right next to the extender.

Sent from my Verizon Xperia 4G LTE

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Verizon Wireless Customer Support wrote -

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Verizon Wireless Customer Support created the discussion

"Network extender calls not working"

To view the discussion, visit: https://community.verizonwireless.com/message/1384156#1384156

[vzw_customer_support]

JMThomsen,

Thanks for those details. We definitely want you to have the service you need where you need it. Let's keep working on this. Since this started have there been any changes to the devices such as new apps, app updates, or software updates? When you dial #48 when in range of the extender, does it state you are connected? Are you also utilizing the external GPS antenna for the extender?

AdamG_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[JMThomsen]

Thank you! No updates whatsoever. #48 said connected and yes we use the external antenna. And the location of that has never changed.

Sent from my Verizon Xperia 4G LTE

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Verizon Wireless Customer Support wrote -

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Verizon Wireless Customer Support created the discussion

"Network extender calls not working"

To view the discussion, visit: https://community.verizonwireless.com/message/1384233#1384233

[vzw_customer_support]

JMThomsen,

Thanks for the update, we appreciate the details. We're glad to know that the devices are at least connecting to the extender. Have you attempted to reset the network extender by powering it off completely and disconnecting? Are you aware if other devices are having the same issues when connected to the extender?

AdamG_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[JMThomsen]

I have reset the extender an additional time today with no results. My husband just called and he couldn't hear anything I said. We had to hang up. What do I do? Do I need a new extender?

[JMThomsen]

Is it normal for my phone to switch from 3G to 1x right when I answer or make a phone call??

[John_Getzke]

Network extenders work by directing the normal wireless signals in the air through your cable provided internet connection.  If phones are connected to the NE and they are bouncing back and forth from 3G to 1x there are a few situations that could explain it.  There could be natural interference in your environment that makes you a poor candidate for VZW services based on the frequencies they use (you mention ATT phones work fine without a NE).  The NE might have picked up a hardware problem and would need servicing or replacing, for example if its not connecting to your phones in the first place leaving them to connect to the already poor signals in your area.  Or the ISP connection that you have is not performing well enough for the NE to maintain a full 3G connection in your home.

Of those scenarios I would think the ISP connection would be the most likely candidate to research.  Are you using a coax cable internet service provider or something like a dialup/DSL connection?  If you are using the latter you might want to try connecting your NE directly to the modem and rule out an issue with your Netgear home router.  Give your NE the primary connection and let the home network deal with whatever is leftover. 

An ideal setup would be

ISP > Modem > NE > Netgear > PCs and other network connected devices

> Is it normal for my phone to switch from 3G to 1x right when I answer or make a phone call??

No.  The service should be steady and consistent.  Bouncing back and forth suggests that your phones are not receiving the proper signal strength to support 3G technology and falls back on the other.  I suspect either your NE is not working correctly or your phones are not correctly connected to it in the first place.

[JMThomsen]

Thank you John for the reply. Our NE had to be replaced a year ago when it did this same thing. The new extender they sent has worked beautifully since then until a couple months ago without any reason whatsoever. We have a NE for AT&T and works perfectly for my husbands work phone. He always has to make calls on that phone instead of Verizon. As far as our ISP, we have a high speed Internet. I can look into what you are suggesting. A doctors office just called and they couldn't hear me at all. This has to fixed ASAP!

[JMThomsen]

OK, We are at a complete loss. The connection switch you suggested didn't work either. If we need another NE, how do I do this???? Please help, the husband is wanting to switch carriers, but I'm desperate to try and get this resolved.

[John_Getzke]

> The connection switch you suggested didn't work either

Meaning that the NE is now connected directly to your modem but continues to fail?  That narrows down the problem a little.  Now its either the ISP, modem or the NE that has gone bad on you.  Only way to rule out the ISP and modem is to bring it to another environment and retest.  Or get VZW to swap the NE with another and see if the problem can be reproduced in your same environment.

> If we need another NE, how do I do this????

Contact VZW support.  They should be able to run you through your replacement options.

[vzw_customer_support]

We’re not giving up Jessica. Let’s make sure that structural interference is not impacting the performance of your Network Extender. Please change the location of your network extender and test. Preferably, near a window.

AntonioC_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!