Network Extender stuck on connecting to SeGW server

[Jmacken1225]

I purchased the network extender in September and I literally took it out of the box and plugged it into my wifi router and it was working great.  All the sudden on 12/29 it stopped working with no changes on my end. It would connect for 5-10 mins then disconnect and continue in that cycle until it would not connect at all.  After several calls and making the recommended changes to the settings on my router, I was sent a new box. The new box will not move past the connecting to SeGW server please wait step.  Verizon tells me it is a Spectrum issue and Spectrum is telling me it's a Verizon issue.  Any suggestions?  Spectrum has been out to my home and fixed a signal issue we had but it still does not work.  I am at my wits end dealing with this for over a month now.  I live in a dead zone and really need my extender to work.  

[Tbone327]

I had the same issue, I got a level 2 tech and he realized the unit was not activated and needed my units MAC address. Still nothing. I had problems with my phone unrelated and the tech clears and reset a bunch of stuff in the network trying to fix phone ,but he had me go to settings, I used search icon and searched “network settings”. I clicked “reset network settings” on my phone.  Meanwhile I got the 5a error. Instead of unplugging  the 4g lte expander I just let it sit powered on and after a while it started working through it itself past the 5a (during this I cycled through the unit by pushing the hidden button on the side of unit and it showed I was connected to 10 satellites) then I got the 7a failure 30 mins later,  I let it sit while they were resetting stuff in my network for my phone issues which was about 60 minutes It sat on. Another SeGw connection for 30 mins more or less. As I was finishing up my call where they had to send out another phone, I noticed I had full 4g bars when I had previous only has the first tiny line. The screen was now off on the extender( I should note I had dialed #48 during one of my previous 5 attempts so I didn’t need to do it again, but I did it anyway and it said I was connected to extender 2 times and hung up)

All set and using it now since 2pm today. What I also noted is my mobile data would not work if I had cellular data on and my normal Wi-Fi, so I have to turn off my Wi-Fi on the phone and mobile data works and vice versu.  It appears to cause a glitch in certain apps. Right now I have both on and google works but I do run into some issues with certain apps and things with both on. This includes calls and texts, but that was the regular issue I was having with my phone initially and why I called Verizon for the 5th time, the lte extender was my second topic. I guess I’ll know tomorrow when the replacement phone arrives. 
In short, make sure they have the extender MAC addy and it’s on in their system, then just let that thing sit plugged in even if it shows an error as in my case, it worked itself past the error just being plugged in for a few hours. Remember the side button which lets you cycle through info once it’s past acquiring satellites. I ran the satellites antenna from the back cover and ran it out my front door just during setup but once working I was able to hide it back inside the unit after under the bottom cover. Good luck people, I know I was ready to throw it through a wall prior to just letting it sit all plugged in and setup. I suggest rebooting your modem, then router first, then adding the extender. Hopefully this works for someone like me. 

[Dleewalk]

See my response below yours.

[DC86]

Ditto here.  worked great for 30 days and now can't get to the SeGW.  I was ready to switch to TMobile because of increasing dropped calls but gave Verizon a chance with this network extender. It worked great so last week upgraded all 5 of my lines to unlimited. that must have been what jinxed it and it stopped working this week. 

[vzw_customer_support]

DC86, the last thing we would ever want is for you to leave us. We know how crucial it is for your service and Network Extender and we want to help you. 

Have we removed the Mac ID of your Network Extender and readded it on your account? 

Have we assisted in troubleshooting the Network Extender?  

-JacobG_VZW

[Chavezp15]

Did you get this issues solved? I’m having the same issue Verizon doesn’t do anything 

[vzw_customer_support]

I am so very sorry for the issue you are having, and also for the delay in getting is resolved. Is this a new extender you are having this issue with? Is this happening while you are trying to activate it for the first time? Thanks in advance.

-Rosie

[Dleewalk]

I had the same problem.  Bought the network extender in February and it worked great for a month.  Then it quit working and was stuck trying to connect to the SeGW server.  Tried unplugging and doing the factory reset, rebooted the modem, all to no avail.  Finally called customer support, went thru way too many menus, finally got connected to a Tier 1 support person. No help, and was telling me the unit had no warranty.  Finally he decided he couldn't help, so he transferred me to a tier 2 tech support person.  She was knowledgeable and did her magic to re-register the MAC ID of the unit to my account and it came right up. What with all the initial menus, waiting on hold for awhile, talking to the Tier 1 guy, and finally the Tier 2 person, I was on the phone over an hour, but did finally get it fixed.  I asked the Tier 2 person if it happened again, could I someway go in and fix it myself and she said no.  You have to call.  So if you do, when you finally get the Tier 1 person, ask to be transferred to Tier 2 immediately.

[todfhunt]

Tier2 tech was 0 help. Had no idea what he was doing. Had me remove all firewalls on my router, which I did (which is bad idea). Rebooted extender, and still nothing. Then, despite insisting it was Xfinity’s firewall problem, he told me I needed to factory reset my router. What?! That makes no sense and will only turn on the factory firewall settings again. We just turned them off. Even the Xfinity tech laughed and said they hear this frequently, and that it’s not the problem. That was 90 min into my 4th call to Verizon to get this fixed. 12 hours later it’s still stuck on SeGW server. I hear ATT will give you a free extender. 

[jav6]

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@todfhunt wrote:

Tier2 tech was 0 help. Had no idea what he was doing. Had me remove all firewalls on my router, which I did (which is bad idea). Rebooted extender, and still nothing. Then, despite insisting it was Xfinity’s firewall problem, he told me I needed to factory reset my router. What?! That makes no sense and will only turn on the factory firewall settings again. We just turned them off. Even the Xfinity tech laughed and said they hear this frequently, and that it’s not the problem. That was 90 min into my 4th call to Verizon to get this fixed. 12 hours later it’s still stuck on SeGW server. I hear ATT will give you a free extender. 

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VZW's SeGW's are at sg.vzwfemto.com.  If you ping or traceroute to them you may see issues with various addresses.  Some/one of them may be having issues.