4G LTE Extender stuck on Step 11a
whalensdad
Enthusiast - Level 1

My 4G LTE Extender has been stuck at 11a since this morning. I have tried resetting, power off/on, etc but no luck. I need some help to resolve this.

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jav6
Champion - Level 3

@whalensdad wrote:

My 4G LTE Extender has been stuck at 11a since this morning. I have tried resetting, power off/on, etc but no luck. I need some help to resolve this.


Which exact model do you have, the Samsung or Askey?   Is this a new installation or was it working previously? Your internet/router hasn't changed recently has it?  Could be the specific server the extender is trying to connect to is having issues and will eventually clear itself up.

Here is what the manual for the older Samsung 4G LTE Network Extender says (the newest 4G LTE Extender by Askey doesn't reference a Step 11a):

4G Net Extender Step 11a issue.jpg

I've heard that the older Samsung 4G LTE Network Extender is being retired.

...Just another VZW customer...trying to offer some assistance...
whalensdad
Enthusiast - Level 1

It's the older model by Samsung. I just spent an hour on the line with tech support. They weren't able to help. It worked correctly until yesterday morning. It has worked for the past 5 years, only occasionally having this problem that resolved quickly.

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jav6
Champion - Level 3

@whalensdad wrote:

It's the older model by Samsung. I just spent an hour on the line with tech support. They weren't able to help. It worked correctly until yesterday morning. It has worked for the past 5 years, only occasionally having this problem that resolved quickly.


I have two extenders right now for different locations, a Samsung and an Askey ASK-SFE116.  The Askey is in service and working fine (except for the Access Mode not available issues).  The Samsung is in the process of being replaced (at no cost) with the newer Askey after working with Customer Service, but I haven't received the replacement yet after several weeks.  The Samsung still worked but Customer Service/Technical Support acknowledged it was being retired and initiated the replacement for me at my request.  It could be they have multiple servers around the country that the Samsungs communicate with and they are being phased out in stages.

...Just another VZW customer...trying to offer some assistance...
afh
Enthusiast - Level 2

I have the "II" version of the Samsung extender on my Verizon account. 

Has worked for several years. 

Loops endlessly between steps 8 and 11 now, occasionally informing me that the device isn't registered on the Verizon network. Mostly looping though. 

Has done this since yesterday. 

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whalensdad
Enthusiast - Level 1

Here's the long story:

I spent an hour on chat with a tech yesterday morning. He couldn't get things working so he sent me into a Verizon owned store. There I was put on the phone with a Tier 2 tech. He explained that the only option was to get a new extender. UGG! He also said I couldn't get it for free. I purchased a new extender, brought it home, and .... NOTHING. It wouldn't connect. I spent 30 minutes on chat with a tech whose sole solution was that the new extender must be bad. He ordered me a new one at no cost (FREE), and said i could return the one I purchased. I wasn't satisfied with the response, so I got a tech on the phone. I should have done this from the start. That tech went into the system, deleted the mac address of the old extender, and manually added the mac address of the new extender. BINGO, everything worked immediately. They also said they would call me when the replacement extender arrives so they can get it configured so I can return the one I purchased.

Here is what I would do if I were you. Get a tech on the line and have them manually delete the mac address of the extender, and then re-add it. See if that fixes your issue. The tech also said they had to make some additional settings because I have Xfinity/Comcast. If that doesn't work, see if they will send you a replacement for free. The only drawback is that you don't own it, and will have to return it if you cancel service.

Hope this helps

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vzw_customer_support
Customer Service Rep

We're sorry to read about the issue with your network extender and we're here to help. We'll be sending a private note. ~Peter

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