I am installing my new network extender but it is stuck on connecting to HeMS server.
Just get a different service, you will be better off.
The network extenders aren't compatible with the 4G or 5G Internet service from Verizon. Are you using those by chance? If you are, consider using Wi-Fi Calling on your phones instead.
If you're using a different provider for your home Internet like a Cable or Fiber company, connectivity problems with the network extenders usually stem from the extender being hooked up behind two different routers (in what we call a Double NAT situation), or the extender is unable to make a tunnel to Verizon using something called IPSec. The situation where you end up being connected behind two different routers often happens when you're using an ISP modem/router combination unit, and you connect your own router/mesh system up to it, without having the ISP put their equipment into bridge mode. Or alternatively, without putting your router into AP/Bridge mode.
Now on some routers, there is a setting called "IPSec ALG" and it's commonly used for VPNs. The Verizon Extender may need this setting to be enabled OR disabled in order to connect. I say either, or, because sometimes this functionality is just broken. If you're using an ISP supplied router, the ISP may be able to provide more information and help fix it. If you're using your own router, maybe it is in need of a software update or offers a way to change this setting.
I should add... the same problems above, WILL break Wi-Fi Calling on your phones. They, too, use IPSec to make a Wi-Fi Calling tunnel back to Verizon, and fixing their behavior is done in the same fashion.
Hope this helps with providing a path to figuring out the connectivity problems.
@Tcmroot wrote:
I am installing my new network extender but it is stuck on connecting to HeMS server.
Verizon's LTE Network Extender does NOT work on Fios (nor satellite), requiring a broadband internet connect.
The Extender should work on Fios. Same thing I mentioned in my previous post applies with Fios connections. It's the 4G and 5G services which won't work with the extenders, since you'd be effectively "backfeeding" your Internet connection.
@smith6612 wrote:The Extender should work on Fios. Same thing I mentioned in my previous post applies with Fios connections. It's the 4G and 5G services which won't work with the extenders, since you'd be effectively "backfeeding" your Internet connection.
The function of the 4G LTE Network Extender is to provide a microcell tower of 4G cellular signal that connects the user's cellular device to the Verizon network service thru the broadband internet connection. There is no FIOS or Satellite internet connection to the Verizon network via the network extender.
I think he meant to use "Fios or Satellite" as the internet connection on network extender.
When I were ordering the LTE Network Extender from Verizon, the agent try to sell me their "5G internet service". "backfeeding"? More like the "chicken and egg".
Had this problem for about 3 hours while setting up so I contacted support. After being transferred 4 times, I got to the correct department where I did a video call and they told me my equipment was too old and this would not work. While looking up the "best deal" for me to replace my equipment, I checked the LTE Extender again and it said it was active and online. Dialing #48 on my cell phone confirmed that I was indeed on the extender. I guess you have to be patient and not contact support.
You can use the web interface to login to the LTE Network Extender. You will need to know the IP address of the network extender. You may be able to find it from your router DHCP connect devices IP by matching the MAC address on the unit. (too bad they don't have a named URL for that like most modern routers does) Check page 19 of user guide for how to sign-in to. (hint: default P/W: LTEFemto + last 4 digits of the Network Extender’s unique MAC ID)
At the <Alarm History> section of <about> -> <Status & Alarms> page it has the detail of what was failed. I found that by connect the network extender to home router directly and get good GPS signal make mine work (which had a 9A error after a long wait for HeMS server). Be aware the initial setup may take a hour to shown the error code on that small display of network extender.
Start a new topic or ask questions in the open forum.
