Network extender stuck on "connecting to segw server please wait"
Hazel0017
Enthusiast - Level 1

I have been stuck here for 3 days I have spent way too much time on the phone with Verizon to get no where. I have the brand new extender from verizon that will hold 16 phones. Can someone please help me! I can't get anywhere on the phone! 

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141 Replies
vzw_customer_support
Customer Service Rep

Hello, we can look into this for you, we want you to have easy access to your services. Please send us a Private Note to continue.

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oregonuser
Enthusiast - Level 1

did this ever resolve?  about  to sned mine back.   stuckj on "Connecting to SeGW server  Please wait..."

 

vzw_customer_support
Customer Service Rep

Hello oregonuser,

 

We definitely want your new Network Extender to be working correctly. Which model do you have? Do you have it connected via Ethernet cable to your home internet router? Who do you have for your home internet service?

 

- ChristopherM_VZW

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Msinger535
Enthusiast - Level 2

I too am having problems connecting my New Lte Network extender. I currently have my Ethernet pugged into a WiFi extender from Comcast. I was also having this same problem when it was plugged directly into the WiFi Router.

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drun4841
Newbie

I am also getting stuck on this screen.  Is there a solution? Or do I need to return?

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Msinger535
Enthusiast - Level 2

I haven’t gotten a solution yet, I have moved it all around my house and every time it has stopped at the Segw part

vzw_customer_support
Customer Service Rep

Hello drun4841, we're sorry to read that you're having trouble with the Network Extender. We'd love to help. Please tell us more. Have you tried using a different ethernet cable? Are you connecting the Extender directly to the internet modem? 

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AnnWFP
Enthusiast - Level 1

I'm having the same problem. I've used the ethernet cable provided by Verizon with the LTE Network Extender. It is plugged into my Comcast modem. We've been trying each day for about a week now to get this working with no luck.

vzw_customer_support
Customer Service Rep

We want to ensure you get the assistance you need, AnnWFG. What model Network Extender do you have? Did we activate it on our end and you are receiving this error afterwards? Please provide as many details as possible.

CheyenneS_VZW

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jav6
Champion - Level 3

@AnnWFP wrote:

I'm having the same problem. I've used the ethernet cable provided by Verizon with the LTE Network Extender. It is plugged into my Comcast modem. We've been trying each day for about a week now to get this working with no luck.


What model Comcast modem do you have?  Is it a gateway providing your WiFi signal to your home or do you have a separate router connected to the modem providing local network connectivity?

...Just another VZW customer...trying to offer some assistance...
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Msinger535
Enthusiast - Level 2

Mine was fixed when I gave authorization to my account to the Verizon support, they activated it and it had been working great ever since!

kk6b
Newbie

How did they do that... I have called so many times in the past 4 weeks and I am really ready to throw the phone in the garbage... they haven't even mentioned this possibility.  I have talked to Tier 2 techs and each one gives me another excuse

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kk6b
Newbie

How did you do this... I have been on the phone for 4 weeks talking to tier 2 support and no one has gotten it fixed yet

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Jbaughccm
Enthusiast - Level 3

The extender either works with no special setup or it doesn’t work at all. My experience is that if you can’t get it to connect with the servers after two or three attempts then you will never get it to connect, no matter how many times you contact Verizon support and no matter what hoops you jump through. I have spent dozens of hours over several months without success. Save yourself a lot of frustration. If you follow the instructions and always get stuck connecting to the servers, I would advise you to toss the worthless piece of plastic in the garbage. 

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deichorst
Newbie

I am having the same problem

Is there a solution or do I need to return the extender?

 

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cde311
Enthusiast - Level 2

Verizon has stopped answering me with any solution.  I would say return it. 

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vzw_customer_support
Customer Service Rep

We are sorry to read that you are having trouble with your network extender and we want to help. Is this a new device that you are having trouble with or had you been able to use it before? 

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cde311
Enthusiast - Level 2

New device.  I had the previous one, from Samsung, and it had issues and they replaced it with this new one. 

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Jbaughccm
Enthusiast - Level 3

I am no expert in this technology. But based on my experience and the reports on this forum, it seems clear that the problem is not a hardware extender problem. It is a connectivity issue that can only be remedied on Verizon’s end. No amount of configuration by the user has been reported to fix this issue. When I first purchased the extender I was able to connect with minimal fuss. It worked well for a couple of months and then suddenly went offline and refuses to reconnect. There have been no changes in my home network to account for this. Unless Comcast reconfigured or blocked something on its end, the only logical conclusion is that something changed on Verizon’s servers end. Until Verizon addresses this I fear all efforts to solve this problem by the end user will be futile. 

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vzw_customer_support
Customer Service Rep

cde311, 

 

That is helpful to know. Based on this error message you are receiving, the device has stalled on IPSec establishment. You will need to verify that your firewall settings are correct, and that your router ports are not disabled. Your internet service provider can help with this step. Click here for details on this error, and how to check your settings:  https://www.verizon.com/support/knowledge-base-204105/ Please let us know if you have questions about this step. We are here to help, and make sure you are able to enjoy your network extender. 

 

Thanks,

Michelle_VZW 

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