Network Extender
KELLYg28
Newbie

Recently my network extender System light has been turning solid green. I have restarted the system and eventually it comes back up, but this has happened everyday for the last 3 days. Any suggestions as to why this might be.

Oddly enough, for the last 5 years there has not been a tower near our house, but we have had coverage. A few months ago Verizon put a tower in about 2 miles from our home and now our service is horrible. How exactly does that work? In the morning (when the barometric pressure is low) I get 3G service with full bars. I am guessing the network extender (when it is working) is picking up the old tower. At some point, my service changes to 4G and no bars or maybe one and I can barely use my phone. Certainly cannot make a call.

It is impossible to get in touch with a tech person from Verizon. Their customer service people just want to run you through the same old tests which lead back to the no answer. I really would love to be able to talk to a tech person who has a clue what is going on. Thanks.

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vzw_customer_support
Customer Service Rep

KELLYg28,

 

We want your network extender to work as expected. Allow us to investigate this concern. What message are you receiving on the LCD display status? To clarify, do you have HD Voice enabled? What's the make and model of your device?

 

CoreyM_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!!

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KELLYg28
Newbie

Hi Corey,

Thanks for getting back to me. Let me give you the whole story in case any

of this matters.

We live in a remote part of Washington. For years, we technically have not

had cell service where we live. However, with a network extender we get

Verizon service. And for a long time we have had pretty good service. It

has only been 3G. The nearest tower to us I think was about 8 miles away. A

few months ago Verizon put a new tower up in the area. It is 2 to 3 miles

from our house. This is when we started having trouble with service.

Generally in the morning I have full bars and 3G on my phone. A little

later in the morning this switches to maybe one bar with 4G (new since the

tower went in. Before the tower I NEVER had 4g). We have lots of times we

cannot get a call out at all. If I drive down the street and sit by the

tower I get full service with 4G, but this is not practical. I also work

from home so it is imperative I have good service, which I always have

until the new tower.

My husband called Verizon and got shuffled around and each person wanting

to test the same thing over and over with no apparent issues coming up. So

we have given up on calling Verizon because the employees, while nice,

cannot do anything more than read their script (or so it seems). I think

what we really need is a technician, but we can't seem to get to one.

Recently, and everyday, our extender will quit working. Here is what I

mean. there are 4 lights on the tower. the top one is the power, the second

one says System, and the other two are GPS and WAN. Usually in the morning

the second light (System) turns solid green and all the others stay blue.

It stays that way for a long time. I let it sit there one day and it was

like that for probably 45 minutes. The only solution I have found is

to unplug it and plug back in. It resets and eventually turns all blue

again. However, when you are on the phone and get cut off and then can't

call the person back until the extender turns back on (which can take a

really long time) it isn't good!

Our network extender is a Verizon Samsung, model #SCS-2U01

I really believe this has something to do with the tower down the road

because we did not have problems before. I have done a little research and

found the green light has something to do EvDO - 3g maybe. I don't know

what that is and haven't found help in figuring what to do with it.

So some questions I have...

1. Can I make my Samsung Galaxy 6 phone search only for 3G service? I have

searched and searched and cannot figure out how to do this. I'm not really

savvy with tech stuff, so if there is a way I'd love to try it.

2. Can we make our network extender only reach out to a certain tower? This

sounds silly, but I was reading where someone said the extender gets

confused as to what tower to reach. We were also told a long time ago by a

Verizon tech that barometric pressure could have something to do with it.

So maybe why we get service in the mornings. Barometric pressure is low in

the mornings, as the temp heats up the pressure goes up and then the

extender is trying to connect with the closer tower - which for whatever

reason it cannot.

3. If you think we need a newer extender is Verizon willing to pay for it.

My husband and I have been longtime customers and pay you on time every

month. It seems crazy to ask me to pay another $250.00 for an extender to

get Verizon service at my house when I already pay for Verizon service each

month and don't get good service AFTER Verizon put a tower in 2 miles down

the road. Know what I'm saying. Super frustrating.

As far as your question on HD voice. I don't really understand this one. It

is strange, sometimes people call me and the phone says HD voice and it

sounds different. Other times the same people call and it isn't.

I appreciate your help on this. I would love to have a solutions ASAP as it

is affecting us just too much now. In case you need to know we live in a

place called Ashford, WA. We live right in the middle of town and the tower

they put up is about 2 miles or so East of town...closer to Mt. Rainier

entrance.

BTW, we heard T-Mobile just put a tower up to, but not operating yet.

Verizon will have some serious competition if T-Mobile actually works for

people out here.

Thanks, Kelly

On Sat, Sep 16, 2017 at 9:14 AM, vzw_customer_support <

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vzw_customer_support
Customer Service Rep

I can understand how frustrating this may be as I only have a cell phone as my means of communication. I apologize that the previous post did not have instructions on how to check if HD Voice was turned on. To check please go to Settings > Advanced Calling > Advanced Calling. What is selected on the screen? Do you have high speed internet in your home? If you go into Settings > Mobile networks > Network mode what is selected? Unfortunately we are unable to change what tower the network extender connects to.

 

TionnaB_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!!

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KELLYg28
Newbie

Thanks for instructions. So it says HD voice only. We have high speed

internet. And the last thing is Global. At one point it said LTE/CDMA, but

someone suggested global so I changed, but that didn't seem to make

anything better.

On Sep 16, 2017 11:59 AM, "vzw_customer_support" <forums@verizonwireless.com>

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vzw_customer_support
Customer Service Rep

You're welcome KELLYg28. Has there been any changes to your high speed Internet? What is your zip code? Let's check issues in the area?

 

KinquanaH_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!!

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KELLYg28
Newbie

No, no changes to that. 98330

On Sep 18, 2017 1:02 PM, "vzw_customer_support" <forums@verizonwireless.com>

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vzw_customer_support
Customer Service Rep

Thanks for the update Kellyg28. I was unable to locate any reported issues in your area. Is there any damage to your network extender? Have you tried removing the connection and set up and resetting up like a new device?

 

KinquanaH_VZW

Follow us on Twitter @VZWSupport

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!!

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KELLYg28
Newbie

The extender is under my husbands account...I'm told. Thanks for trying,

but I can't do this one a day response. I can't call from my home because

my phone doesn't work and a week of emails with different people isn't

helping.

Not being able to make calls or spotty calls is wearing on me. I'd like a

portion of my payments back for not getting the service I pay for.

Yesterday I drove an hour into town, stopped at a Verizon store, and the

employee helped me get to a tech person. Not sure if problem is solved, but

for the first time someone has actually tried something different and not

just tried to walk through a troubleshooting script. They also gave me

their contact information so I can work with one person who knows what has

transpired. Hopefully will have some answers soon.

So thanks.

On Sep 21, 2017 5:35 AM, "vzw_customer_support" <forums@verizonwireless.com>

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