Askey 4GLTE Extender broadcasts wrong time to connected devices. When connected devices time zone set to "Set by Verizon Network", the time zone if off by 1 hour (presently in EST, displays CST). When set to EST and Observe Daylight savings is set, the time is broadcasting to the devices in CST. When you de-select Observe Daylight savings checkbox and save settings, the correct time is broadcast (EST) to devices. When a SCTP link failure or network reset occurs, The time reverts back to CST. clicking save in the GUI corrects the time. I receive SCTP link failures about 3-4 times a week.
Ticket NRB000010451522 assigned to this issue.
Schhtick, we appreciate you bringing this to our attention, and we would be happy to assist you with this today. Please respond to the Private Note that we will be sending you at your earliest convenience. Have a great day!
KevinM_VZW
I have this exact same problem, right down to the time zones (central pushed to my phones instead of eastern). Please help.
More details of my 4GLTE Extender:
Any time the extender reboots or re-establishes connection to the SeGW, it sets all of the phones back to Central time. I can login to the web GUI and simply hit the "Save" button for the timezone setting for devices (I don't even need to change anything - the settings are correct), the device will immediately set the timezone on all of the devices correctly. Rinse and repeat -- the next time the extender reboots or re-establishes connection to the SeGW it sets the phones back to Central time. I really need this to be fixed!
Contact Verizon support and request a level 2 ticket to resolve issue. Problem is a database settings issue on Verizon side. In the meantime, force your phones timezone to Eastern daylight time as a workaround until it is resolved.
@Schhtick - Thank you! I did as you suggested and, after a while, I got a text from Verizon letting me know that they "set the time parameter to ET" on their end and my issue appears to be resolved now.
hightowe, we are glad to hear that your issue has been resolved! Please let us know if you have additional questions or concerns we can assist you with.
Thank you for the incredibly clear description of the exact same issue that I'm seeing with my extender. The only downside is that I've been talking to online chat support for about 45 minutes now after providing the explanation and the request for a level 2 ticket, and they seem to be at a complete loss as to what to do, other than have me do a "factory reset".
@RNGHatesMe - I started off in Facebook Messenger with VZ support. I was bounced around a time or two and it probably took close to an hour of time, total, but I never actually spoke to a person, but did get it done. For me, that chat was more convenient than being on the phone all that time, and it worked out.
Thanks for sharing your experience with our Social Media team on Facebook, hightowe. We make every effort to help our customer via their preferred channel. It is important to note that this particular platform is intended for peer to peer assistance where customers help each other based on their own experience and contacting us on Facebook (https://www.facebook.com/verizon), or Twitter (https://twitter.com/VZWsupport) is a more immediate support experience.
AntonioC_VZW
Well, on the 4th try with tech support, I finally got through to a tier 2 tech who *seemed* to understand the issue. He even gave me a ticket number - NRB000010585833.
Unfortunately, it's been 3-4 days since then, and the issue persists . . .
Anyone have a ticket number for a time where this was resolved? I called and reached tier 2 tech support twice. They also opened a ticket, but said it's unresolved and that there is an internal bulletin on it, but that no solution exists.
I was able to get this problem resolved eventually but communications with level 2 techs were sporadic at best. In my case, The Extender was broadcasting my time in CST when I was in EST. Forcing the Extender to EST didn't resolve issue. A workaround was to manually select your time zone on your phone to the correct time zone. They eventually fixed it by updating a database used by the Extender somewhere. It took about 2 months to resolve.
We always want you to get excellent overall service. We'd like to see what's going on. Let's get to the bottom of this. Please send us a Private Note for assistance.
There are two settings in the system setup - one for the network extender and another for the connected devices. Make sure you have both set to what you want them to be....
Admin Web is set to EDT, and Connected Devices is set to Set by Verizon Network. With this configuration I get CDT on phones unless I force EDT on phones. With Extender turned off, The phones correctly report EDT. Forcing EDT in Connected Devices in the UI doesn't resolve problem.
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