I bought a 4G LTE Network Extender on 4/1/2021 and have had intermittent problems. It works just fine with 3 different phones (including an iPhone 12) when the Extender is connected to Verizon's network. However, the Extender disconnects from the Verizon network several times a day. I can't discern a pattern and I don't know why it happens or how to fix it.
I contacted Verizon tech support. The rep's suggestions weren't helpful so I escalated it and got a ticket number. I promptly received a response from Verizon that they couldn't find anything wrong so they closed the ticket. But wait, it's an intermittent problem, and OF COURSE, there's no problem to be found when the Extender is connected to Verizon's network. It seems they didn't look at the Alarm History (which I asked them to do). I will paste the Alarm History for 4/12/2021 as an example. That's the same day Verizon said everything's just fine.
Intermittent problems are the worst. Can anyone suggest a fix? Thanks!
Here's the Alarm History for 4/12/2021:
| 1 | SCTP link failure | [Cleared] SCTP HB failed over criteria | 04-12-2021 22:11:44 MDT |
| 2 | IPSec down | [Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc. | 04-12-2021 22:11:16 MDT |
| 3 | SCTP link failure | [Cleared] SCTP HB failed over criteria | 04-12-2021 21:43:42 MDT |
| 4 | IPSec down | [Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc. | 04-12-2021 21:43:14 MDT |
| 5 | SCTP link failure | [Cleared] SCTP HB failed over criteria | 04-12-2021 20:40:26 MDT |
| 6 | SCTP link failure | [Cleared] SCTP HB failed over criteria | 04-12-2021 19:24:17 MDT |
| 7 | IPSec down | [Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc. | 04-12-2021 19:23:42 MDT |
| 8 | SCTP link failure | [Cleared] SCTP HB failed over criteria | 04-12-2021 18:45:04 MDT |
| 9 | IPSec down | [Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc. | 04-12-2021 18:44:01 MDT |
| 10 | IPSec down | [Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc. | 04-12-2021 18:09:14 MDT |
| 11 | SCTP link failure | [Cleared] SCTP HB failed over criteria | 04-12-2021 16:51:56 MDT |
| 12 | SCTP link failure | [Cleared] SCTP HB failed over criteria | 04-12-2021 16:47:09 MDT |
| 13 | SCTP link failure | [Cleared] SCTP HB failed over criteria | 04-12-2021 16:34:29 MDT |
| 14 | IPSec down | [Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc. | 04-12-2021 16:34:03 MDT |
| 15 | SCTP link failure | [Cleared] SCTP HB failed over criteria | 04-12-2021 15:36:23 MDT |
| 16 | SCTP link failure | [Cleared] SCTP HB failed over criteria | 04-12-2021 14:13:16 MDT |
| 17 | IPSec down | [Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc. | 04-12-2021 14:12:21 MDT |
| 18 | SCTP link failure | [Cleared] SCTP HB failed over criteria | 04-12-2021 13:32:41 MDT |
| 19 | IPSec down | [Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc. | 04-12-2021 13:32:23 MDT |
| 20 | SCTP link failure | [Cleared] SCTP HB failed over criteria | 04-12-2021 12:58:27 MDT |
| 21 | IPSec down | [Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc. | 04-12-2021 12:58:07 MDT |
| 22 | SCTP link failure | [Cleared] SCTP HB failed over criteria | 04-12-2021 03:09:18 MDT |
| 23 | IPSec down | [Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc. | 04-12-2021 03:08:13 MDT |
| 24 | SCTP link failure | [Cleared] SCTP HB failed over criteria | 04-12-2021 02:58:28 MDT |
| 25 | IPSec down | [Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc. | 04-12-2021 02:57:31 MDT |
| 26 | SCTP link failure | [Cleared] SCTP HB failed over criteria | 04-12-2021 01:56:48 MDT |
| 27 | IPSec down | [Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc. | 04-12-2021 01:55:43 MDT |
| 28 | SCTP link failure | [Cleared] SCTP HB failed over criteria | 04-12-2021 00:48:51 MDT |
| 29 | IPSec down | [Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc. | 04-12-2021 00:47:45 MDT |
| 30 | SCTP link failure | [Cleared] SCTP HB failed over criteria | 04-12-2021 00:39:09 MDT |
| 31 | SCTP link failure | [Cleared] SCTP HB failed over criteria | 04-12-2021 00:13:54 MDT |
| 32 | IPSec down | [Cleared] This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc. | 04-12-2021 00:13:31 MDT |
My connection meets the requirements. I have 60 down/10 up. No limitations have been set other than QOS.
SIBONDO1971,
We don't want this to be an ongoing issue. Do you have issues with other devices connecting to that internet connection?
Lasina_VZW
All devices are having this same issue.
We are concerned to learn you are having issues with all the devices. If you don't mind me asking who is your home Internet provider? Are you having a steady signal with your home Internet service?
Do you have any additional steps that can be taken? I've worked through the following steps:
Despite having completed all of the above steps, I have a Note 9 on a company plan that consistently has poor service despite showing 5 bars and repeatedly disconnects from the extender. In most cases, the Note 9 won't connect to the extender unless I toggle airplane mode. Now my 6 year old personal phone stays connected most of the time and auto connects once in range with no issue.
Our ISP is ETC, a local provider. They have an extremely solid connection and we never have an issue with our connection...EVER.
What are the speeds that you're currently receiving while using the extender? https://www.speedtest.net/
We received the extender yesterday & every phone call we make on either of our phones is disconnected after 15-120 seconds. I have tried all suggested resolutions with no success, last was the reset.
please add us to the problem list.
Do you have access to my account? This has already been provided several times.
Considering this is such a wide spread issue for so many Verizon customers why can't a solution just be provided? Does one exist or are you trained to run your customers in circles so we just give up?
There should be a resolution for this without annoying your customers by asking the same 40 questions and to prevent running off your customers.
Verizon is better than this and should have already corrected this issue. This has been a known issue since the release of the first version of this extender back in 2014/2015.
SIBONDO1971
We are truly sorry to hear that you are having issues with your network extender and we will gladly look into this for you. Just so we are all on the same page, this is a public forum so no we don't have access to your account yet. We will need to meet in a private message so that we can gather the information needed to access your account. I will be sending you a private message, please reply to that so that we can better assist you.
I am having big time issues with the following error. This happens quite often the last few days.
SCTP link failure - error 32
I have symmetrical 1G/1G fiber as my backbone.
Looks like a problem on the Verizon side.
Please advise.
I’m the original poster on this thread. I continue to have problems, including an Error 32 today. A reset solved the problem (temporarily).
In the last 8 days, my Alarm History shows 150 entries. Almost all are this:
SCTP link failure |
[Cleared] SCTP HB failed over criteria
I have installed new high-speed ethernet cables, changed ethernet ports on the router, my Comcast upload & download speeds are very fast, I have reserved an IP address for the Extender and I have manually entered all the settings and ports tech support (by direct message) asked me to make (except QoS, which my Orbi RBR50 v2 does not support at this time):
***************************
Router/Switch/Firewall settings:
IPSec Pass-through has to be enabled (for both e/s-femtos)
Enable high QoS for the Femto (recommended for both e/s-femtos)
(Enable DMZ: Recommended, NOT Required; common on most consumer routers)
Ports:
UDP/500 - IKE between eFemto and SeGW (WAN or Internet)
UDP/4500 - IPsec NAT between eFemto and SeGW (WAN or Internet)
UDP/52428&20906 - A-GPS server communication (WAN or Internet)
TCP&UDP/443&80 - Local web- GUI communication (Local LAN)
UDP/67&68 - DHCP protocol to get public IPV4 address (Local LAN). Not needed in case of static IP address assignment.
TCP&UDP/53 - DNS to Resolve SeGW Address (WAN or Internet)
***************************
Obviously, when the LTE Extender loses connection with Verizon’s network, phone calls can’t go through the Extender. So I fall back to relying on the unfortunately poor Verizon cell connection I get in my home. So frustrating. And apparently so common.
Is there anything else Verizon can think of for me to try?
I installed my NEW Verizon Network Extender yesterday, I have the same issue, Error 32 with alarms in log "SCTP link failure" . Random disconnects of the extender from Verizon's servers. I have been looking online for a resolution to this issue and found this posting. I agree with other posts Verizon needs to stop wagging the tails of your customers, Why have you not contacted the MFG of the device, "ASKEY," and get them involved with some debugging? I am willing to be used as a contact to debug this issue working with a NETWORK PERSON, who understands how a network operates. It looks like the postings and support comments from Verizon are not "Network Techs". at any level. The posting in here yesterday just before mine, is from a person who started this post, he has done everything I had planned to do....next to try to correct this issue. But, none of what he has done has solved the issue yet!
This might a timing issue in the network Firmware inside the Network Extender, but we need to have network support with debug to find it, and we need a commitment from Verizon to get to the bottom of this issue. The 1st thing Verizon can do is stop apologizing to everyone who posts here. What we need Verizon to do is get on board take the lead here and do something about this issue. This is a device that has the Verizon name on it and Verizon is selling it to their customers. This issue has been posted for sometime now, without a real correction for users.
Retired Electrical Engineer.
Just installed mine a couple days ago. Same exact problem, intermittent Error 32.
I've had 27 "SCTP link failure" messages in 2 days.....
| SCTP link failure | SCTP HB failed over criteria |
And as has been stated, once the Extender disconnects, back to the 1 bar, terrible cell signal.
Without the extender, my phone is practically useless.
I just did a factory reset, we'll see.
Factory reset and Reboot will not fix this issue, as stated in posts earlier this has been tried.
Many of the Verizon posts in this thread show that Verizon Tech. support are not reading the entire thread posts. Verizon keeps asking us to do the same things, even after customers have tried it and still reported the issue. Verizon's Q cards at Tech. support do not have a resolution to this issue, it has been long over due and this device connection issue needs to be escalated to the network team at Verizon and then maybe to "Askey" the MFG of the Network device who designed it to work on Verizon's networks. We are waiting for a response that states Verizon is taking this issue seriously.
Found some possible timing problems.
Here's Verizon's list of servers https://www.verizon.com/support/knowledge-base-25525/
Used as ping utility to check them out and there are only 6 active and average ping time is up to 433ms. This will be the one-way ping to 2*433=866ms round trip.
SCTP is designed for satellite links at 638ms round trip so may be that the timouts in the software for the extender have not been increase to allow for all this delay.
Hey- Just block/drop all connections to 140.207.128.225. Thanks for this table, solution for now is to block that ip on your routers and the extender will find the next host automatically.
@cfogri1 wrote:Factory reset and Reboot will not fix this issue, as stated in posts earlier this has been tried.
Many of the Verizon posts in this thread show that Verizon Tech. support are not reading the entire thread posts. Verizon keeps asking us to do the same things, even after customers have tried it and still reported the issue. Verizon's Q cards at Tech. support do not have a resolution to this issue, it has been long over due and this device connection issue needs to be escalated to the network team at Verizon and then maybe to "Askey" the MFG of the Network device who designed it to work on Verizon's networks. We are waiting for a response that states Verizon is taking this issue seriously.Yep, found that out. Have gotten the error 47 times in less than three days. Makes the extender virtually worthless.
I'm wondering if it's this model. I had a Samsung before, and my brother still has one. Didn't seem to have this issue.
Start a new topic or ask questions in the open forum.
