4G Network Extender Issues

[Mps991]

Have had a 4g extender for over 8 months with no issues. I have had fantastic service since the day I plugged it in until about 4 weeks ago..

My phone seems to disconnect for the extender for no reason. I could be standing right next to it and the signal is gone and I have no service. The extender says "In Service". Then a few seconds later the signal will reappear and all is well. IF I have a signal and I make a call it works as it should, sounds like a land line, no noise and perfect reception. I can stay on the phone for hours with no issues. But if I hang up the phone the signal is gone. I have had my cable service (Spectrum) checked  and had no issues. I have changed routers to see if that was the problem with no luck. After spending 4 days and about 5 hours on the phone with Verizon tech support the only thing they can come up with is that there was a problem with  my phone. The Galaxy S7 worked fine for 8 months why would it stop all of a sudden. So I upgraded my phone to a Moto Z Force Droid great phone by the way and it does the same thing.

I guess my real question is can the extender go bad and still say "In Service" ?

I am not going to spend another $249 on another  extender if it is only going to last less than a year.

Any ideas?

[vzw_customer_support]

Mps991 we regret to learn you are having trouble with your 4G LTE network extender. I do want to help you get this device working again. Just to confirm you have the HD voice is off on your new device right http://spr.ly/65898UJdc ? What troubleshooting have you done with the network extender already?  AdrienneP_VZW

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[Mps991]

Thanks for your help.

There must be some confusion I have a 4G network extender not a 3G. The directions clearly say" Ensure your Verizon wireless 4G LTE handset is enabled for Advanced Calling" According to both level 1 and 2 tech support HD calling must be turned on to work with a 4G network extender. So yes HD calling is turned on.

What I have done so far.

Countless reboots of my modem, router and the extender.

Had my internet provider check my internet signal levels to make sure there is no interference. All of my signal levels are perfect.

New sim card for my phone.

Turn off Wi-Fi calling because this interferes with the extender. Have never had to turn Wi-Fi calling on until these problems started.

Trading in my phone and upgrading to a new android phone.

The same problem still exists. For me to connect to the extender I have to turn my phone off and then back on for it to connect. One connected I can talk for hours with no problems until I end the call and try to make another. The phone loses the signal and I cannot make or receive calls until I turn my phone off and restart it.

The extender worked perfectly for over 8 months with no problems until about 3 weeks ago. The extender says in service, I attached to 9 satellites but will not stay connected to my phone.

Do you have anything else for me to try?

Thanks for your help in this matter.

[vzw_customer_support]

Mps991- we want to make sure your phone connects to your Network Extender without you having to power off your device every time. What is your ZIP Code? Is your device the only one in the house that has to connect to the Network Extender to make calls? If not, are the other devices having the same issue?

YeseniaV_VZW

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[karens3]

Having same problem, Verizon chat cannot fix it. They tell me to call the 800 number which directs me back to text chat and they can't fix it. It worked fine for years. Lights are all blue. Have rebooted extender, phones multiple times. Help

[karens3]

None of my phones are connecting to Our Network extender. I have an S7 and another J something or other. Have rebooted the extender, phones. to no avail. The lights are all blue. Help. They don't even find that the network extender exists now.

[vzw_customer_support]

We are sorry to read that you are having issues with getting your devices connected to the network extender, and we would like to help. Were any changes made to the devices before this issue started? When did this issue begin?

PedroM_VZW

[Mps991]

My zip code is 28092

MY device is the only device in the home to use the extender.

[vzw_customer_support]

I want to make sure that your issues with your Network Extender are resolved so you can enjoy being able to call and text. What are the lights on the Network Extender displaying at this time?

HarleyE_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!

[Mps991]

To clarify again I am talking about a 4G network extender There is only 1 light on the front and it is blue. The menu also reads "In Service". I am connected to 9 satellites and 0 ( Zero) Devices connected.

I believe the lights you are referring to are from a 3G network Extender. I do not have a 3G extender, I have a 4G Extender.

I am sitting about 5 feet from the extender that is "In Service" and I could not make a call if I tried.

[vzw_customer_support]

Thank you for clarifying. Just to be sure, are you running a physical internet connection through cable/fiber optic? One requirement for a Network Extender is that it cannot be supported for use by Satellite broadband, MiFi, EVDO or LTE Internet Installed.

HarleyE_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!

[Mps991]

The network extender is running on Spectrum Internet Service. Which is a cable Internet service.

I have download speeds of 125mbps

and upload speeds of 15 mbps

According to the requirement's for the extender:

***Requires always-on Internet access with 10 Mbps down and 5 Mbps up minimum; 20 Mbps down and 10 Mbps up or higher recommended.

The above was taken from your own website.

I have more than enough bandwidth to support the extender.

[vzw_customer_support]

It's certainly strange that the issue has persisted for as long as it has. Do you recall making any changes to either your internet service, router, network extender or device when this issue initially began?

HarleyE_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!

[Mps991]

It is strange.

My internet service has not changed. All of my signal levels are perfect.

MY router is perfect. It is only seven months old. NO issues with it.

There was a firmware update to the network extender around the time this started.

I was told by level 2 tech support that update 2.0.0.01 was not the issue.

To be sure I did a full reset using the reset button on the back of the extender.

After booting up the extender was "In Service" and the same problem exists.

My phone was replaced with a new one which is up to date with all software.

And I still have unreliable phone service in my home for close to a month.

I have missed countless calls because of lack of service.

I could not make a call right now if I tried.

Not a safe situation.

[jerro]

My 4G Extender does exactly the same thing. Especially after but not limited to a brief power outage.When Level 3 techs try everything to no avail and find nothing, all of a sudden it works fine again, sometimes in hours or days later until the next event! There apparently was a Samsung Update last month and that seems to have been the start of the issue! Its not your phone! They drive crazy about it possibly being the Phones! Its not and that was proven, except maybe for some iPhones which we do not have.  BTW: If they can not or won't  fix it file a FCC complaint, its very easy to do. I am getting to that point.

[Mps991]

It is nice to know I am not the only person having this issue.

Both Level 1 and 2 support seem to be having  their own issues. I have been lied to over many of my phone calls  to them. thing is nobody will allow you to speak to the person you spoke to an hour before. The new person you speak to always tells you that they will now take care of you. What a load of garbage.They really do not care about customers. They could really care less if you have service or not.

According to the last person I spoke to my trouble ticket was" At the highest level we have. It is priority one."

That was over 3 days ago and the only results I get are automated text messages telling me that the ticket is still being worked on.

Never thought about filing a complaint with the FCC . they are sending me a new extender to try to be honest I do not think that will work. May be the FCC can help me.

I do wonder what the Executives of Verizon Wireless would think about this or even know that there are customers out there who pay for Verizon service and cannot use it. And their customer support teams really do not care and are not willing to help.

[Mps991]

I got fed up with customer service and tech support and figured I might try the executive level.

I went to the Verizon webpage and discovered a list of executives of Verizon wireless.

Was able to send a message to Ronan Dunne The Executive Vice President & Group President Of Verizon Wireless. Didn't accept much but I did receive an automated email saying some one would contact me in one business day. Was I surprised when I got a call from some one in that group.

They seem to have a much higher priority than everyone else has. My new network extender arrived yesterday and after calling to have it attached to my account it worked perfectly. and had been for over 24 hours.

I have to say it is nice to make and receive calls within my house. Doesn't sound like a big deal but for me it is.

If I ever have any problems like I did I will go directly to the executive branch and bypass all the unhelpful, unprofessional and untrained customer service/tech support people I worked with.

And to jerro...give the executive group a shot. It worked for me it might help you out too.

[jerro]

Been there,nice but mostly talk! The issue are deeper than VZW, its also includes the vendor Samsung, the design, the capabilities, the programming & quality.  Agree it needs a white list! thanks

[jerro]

What is the status of your new Extender? Last reset by Level 3 worked for a few days and then failed again! Almost a year ago when I received this 4g LTE Extender it worked fine at boosting signal BUT  for the location, the device got the correct GPS location but made the Weather and Maps on the Phones think it was 60 miles North, some people reported 100's of miles off.  After 3 months  A great level 3 tech found that the device was not properly coded for my area. Fixed!

The present issue since the Latest Update is everything you described, won't work in the same room, signal is in and out or not at all. Several times Tech level 3 did resets, so did I.  Sometimes it would work for a few days then fail again. Now its rather useless and we are back to Bad coverage! Samsung is apparently not responding to Verizon Wireless. Verizon Wireless should have other Vendors as a back up. Waiting to hear from FCC.

[PeteBoston]

Odd.  New device also has 2.0.0.1?  Mine has exhibited the same stability issues since the update.  Can't stay locked on it reliably anymore when it used to be strong enough to reach the whole neighborhood reliably and never drop. It's almost like it tells you it's at 100% power when it's really at 5.

[Markn455]

My experience is that it seams like they have a list of common questions and standard answers. Many of the people monitoring this board have limited knowledge or troubleshooting skills. If it's not clearly in their technical FAQ's they just put some bs out there hoping you will give up and go away. The phone people are not much better.

I seriously don't understand why Verizon wouldn't off the same "priority" feature like they offer in the 3G extender. Just does not make sense. If not that, allow us to activate the "white list" feature like AT&T uses on their extender. For my needs, I need a "black list" so I can prohibit one or two numbers from gong through the extender.