4G LTE Network Extender intermittently disconnects from Verizon network

[lbo12]

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

[ssprill]

Thank you for responding.  When this issue occurs I am getting ALARM "SCTP link failure" messages with DESCRIPTION "[Cleared]  SCTP HB failed over criteria" in the admin console about every two minutes.  No other messages.  My phone will not connect to the Extender via calling #48 until this is fixed by rebooting everything multiple times.

Once I'm reconnected the last message in the Admin Console states ALARM "IPSec down" with DESCRIPTION of "[Cleared]  This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc."  But, at this point everything is back to normal.

Thanks for your help.

[vzw_customer_support]

Let's try performing a factory reset from the device itself. Steps below:

Press and hold the reset button for at least 10 seconds, until the Power LED displays solid white, indicating a reset. Wait a few minutes for the device to restart.
 The factory reset button is located on the back of the Network Extender next to the AC adapter port.
 The device must be connected to power for the reset to complete.

Let us know if that works for you. BrittanyC_VZW

[lbo12]

I did a hard reset, as you suggested. The LTE Network Extender is back up and running. The only settings I changed in the web console are:

1. Changed Admin password, as required.

2. Set Admin Web Time Zone (and Observe Daylight Savings) to my local time zone. I left alone the Connected Devices Time Zone (which currently shows "Set by Verizon Network").

I will post here again if the LTE Network Extender disconnects from the Verizon Network as it has done intermittently in the past.

Thanks.

[vzw_customer_support]

Thank you for sharing your feedback and we're glad to hear that your Network Extender is back up and running! The troubleshooting steps you're sharing will definitely help others who may be experiencing similar issues. Thank you for your time, patience, and troubleshooting assistance too. We truly appreciate that you're sharing information in this forum to help other Verizon customers.

RobertC_VZW

[RonaldMcCallister]

Your DHCP function on the modem is the problem.  Set a static ip on your modem and on the extender and it will not have a problem.  The extender is NOT getting an ip address with the dhcp and it cannot get a connection without it.

Ronald M