Samsung 4G LTE Network Extender

[KGIRARD58]

I am trying to set up my network extender. It stops at step 9 of 14 and gives the following error message DEVICE NOT ACTIVATED CALL VERIZON SUPPORT.

Yes it is powered up.

Yes the GPS is working. I have six satellites with a strong signal, one with a fair signal and three with a weak signal.

Yes it is connected to my router. I use my wireless laptop to log into the extender.

I have accessed the network extender via its IP address and logged into it.

On the home screen it says NOT IN SERVICE - view details

Under VIEW DETAILS, DNS and Location Assistance are both "Reachable", IPSec is "Not Reachable" I have opened up port 500 to the Extender.

Under current system details it says "Attempting to reach initial network......"

I have included a screen shot.

At this point I am stuck.

[7e18n1]

Just in case anyone wants it, the Samsung 4G LTE Network Extender User Guide:

http://s7.vzw.com/is/content/VerizonWireless/Devices/Samsung/4glte-network-ext/samsung-4g-lte-networ...

Describe your broadband connection: provider, its type/service/speed, and your modem and router's brand and model numbers.

As a test to verify it works, have you tried connecting the NE directly to the modem?

IPSec is a VPN protocol and VPN Pass Through MUST be enabled in your router.

Have you tried putting the NE's IP address in the router's DMZ?

[KGIRARD58]

Yes I have connected the extender directly to the internet and bypassed the modem. It still does not work.

The network extender does not show up as a listed device on my account, therefore it has not been properly registered on your end.

My phone does not have the option for advanced calling even though it should. LG G4.

I think both problems are related to my having a pay as you go plan versus a contract.

Verizon, should just say, you need a contract for these items to work, instead of having people waste hours trying to resolve a problem. You need someone who understands what the extender is trying to do at step 9 of 14. I am not the only person with this issue. It might help to have your people explain how to log into your extender via the IP address and then check for satellite signal levels, etc, instead of the checklist of mundane questions. You generic, look at our website for help is incredibly useless also.

As I have read, I confirmed at the Verizon store, that pay as you go plans get the crappy customer service line, while contract plans get the good line. Epic customer service fail.

I tried to get a contract today, but was told I have to wait two more months. Epic customer service fail.

I would switch to another carrier, but Verizon is the only company that even sometimes works where I live,

in either case it is incredibly crappy customer service and I can say that if there is ever any competition in this area I will switch.

[Ann154]

You have a prepaid account? That is the biggest obstacle to getting the extender activated. The person who sold the extender should have asked that question. You need a postpaid account in order to register the extender on the network. Otherwise it is a $250 paperweight.

What was the reason why you were told you had to wait two months before switching to a postpaid account?

[KGIRARD58]

I have to have my prepaid account for more than 6 months before it can be switched over. Verizon acts like there is no difference between the two plans, till you try to get anything done. Then they are pretty much clueless in their ability to help you. All they needed to do was tell me I needed a contract to get things to work. I am tempted to send the paperweight back to them and get a refund, then buy a new one once I switch my plan over. They certainly make it difficult for their customers to upgrade their accounts and improve their service. Epic customer service fail. There motto should be "We don't care, because we don't have to." Poor customer service is the first step in a company going down the tubes.

[7e18n1]

> Epic customer service fail.

You keep saying this… The truth is, Customer Service does not exist to help those customers that get themselves in over their head.

>There motto should be "We don't care, because we don't have to."

While waving the n00b banner… The phone company has been tagged with this for at least 50 years.

> Poor customer service is the first step in a company going down the tubes.

Verizon Wireless has tens of thousands of employees and over one hundred million customers. But you go right ahead and pretend that you know all about what it takes to run such a company.

[KGIRARD58]

While, I appreciate all the help you have provided. So far none of your suggested fixes have worked. As I have discovered from my own research and confirmed by other users is that the problem in not due to a technological issue at my end.  The issue stems from how Verizon sets up different types of accounts. If you are under a full contract you should not have any problems with phone features and setting up a network extender. If you are on a pay as you go plan, several phone features and adding a network extender to your account are unavailable. Unfortunately, it takes significant research to discover the issue, and the customer support at Verizon has no idea that the account type has an effect.

I guess my expectations of products and customer service are much too high. Of the numerous customer service reps at Verizon, that I spoke with, not one knew that account type could have an impact on the network extender operation, not one could tell me that there was a way to access my network extender via its network address, and not one could tell me what the network extender was looking for when it stopped at step 9 of 14. They were capable of asking me if the unit was powered on, connected to my modem, and having me press the reset button. Nor does the setup documentation tell you that you need to call Verizon to register your device.

My other unrealistic expectation, is that I expect products to be plug and play with minimal setup on my end other than maybe user name and password and some security/firewall settings. Typically during the setup process, I simply register my product online. Unfortunately, Verizon requires a phone call, which requires me to be on hold for 20 minutes.

I guess, my expectations should go back to the 1980's, when there were no icons and if you wanted something to work you needed to type in all the specific commands and settings to get anything to work, and setting something up could take the better part of a day.

CD C:\WTF.exe

When I get my new flux capacitor from Amazon in a few days, I should be able to go back in time and visit you there.

[7e18n1]

You're welcome! Sorry, you couldn't get it working!

[ROBBON86]

I have been dealing with this issue since August 31st and I have more information. Tech people confirmed there is a major IT problem with accepting the MAC number of the 4G LTE Network Extender device on the  Verizon Wireless System. I know because I have had them try to input it 4 times with 2 different 4G LTE Network Extenders on 4 separate phone calls. They have given this MAJOR bug a Ticket number [removed] but many of the Verizon Wireless people do not seem to know about it, including the Verizon Wireless Stores. The fix is on a hour by hour, day by day, week by week basis. Not good, especially since we are now in a holiday weekend mode and no one at Verizon Wireless is acknowledging there is a major problem activating these devices around the entire world.  I keep calling the technical support line several times a day for updates since there is no mechanism for us to check the status of the problem online. This is what we get for being on the cutting edge of this new 4G device technology!

Personal information removed as required by the Verizon Wireless Terms of Service​

Message edited by Verizon Moderator

[JON5ISALIVE]

I have this same issue -- and I have a contract account.  I have also received the Major Ticket #.  My guess (on what step 9 of 14 is trying to do) is create a secure VPN tunnel, and the Verizon side of the equation is failing to authenticate the tunnel.

Doing a packet capture, it looks like the device sends a datagram on port 500 to 69.78.34.151 with an IKE_SA_INIT exchange type, and Verizon responds with its own datagram.  About 3.5 seconds later, the device sends out another packet that looks to be identical to the first, and again Verizon responds with another identical packet.  That second transfer should actually be an IKE_AUTH exchange type if things are working correctly.

[JON5ISALIVE]

Oh actually it just switches over to using port 4500 after the IKE_SA_INIT packets. 

The device sends out an IKE_AUTH exchange type, with a payload type of "Encrypted and Authenticated" and the Next payload type of "Identification - Initiator" -- Verizon responds in kind.  The device sends out another IKE_AUTH with the next payload type of "Extensible Authentication" and Verizon replies in kind.  Most of the data in these IKE_AUTH messages are encrypted -- so I don't know what is happening on these.

[Ralphwf]

I called Tech Support last night at 5:30 Eastern time, and was told it is a known issue and it will be about an hour to get it activated. 3 hours later not activated. Called Tech Support back and was told it can take up to 24 hours to activate the network extender. Today at 5:30 p.m. I will be sending it back and buying a WiFi call capable phone for my son. Why are they selling them, when they know their having issues with the units?

[CARTOD32]

I purchased the same network extender on 9/17 and tried setting it up and got to the same step where it said cannot activate device- call technical support.  I did and after about 45 minutes and being transferred many times I was told it was a known issue setting up the MAC address and it should be resolved in 3-4 hours.  The tech said he would call me back and let me know when I could try to actuvate again.  Of course I never received a call back and called tech support the next day 9/18.   Aftrr an hour on the phone and being put on hold by yet another tech that wasn't aware of the issue I was told that the highest level IT was working on it and it should be a "few days" before it was activated.  Well.....here I am a few days later and of course it's not activated.  I do not understand how Verizon can sell a device that doesn't work!  I also don't understand how they can employ such sub par, uncaring tech people.  The reason I got the extender was because I've been with Verizon for many, many years and also had a superior signal in my home until the last several months.  I've called on two different occassions about not having service in my home and the multiple dropped calls I now had and they couldn't care less.  They supposedly did a "study" and said they could find nohing wrong.  When I called back the second time the rep told me because I couldn't get a signal in my home I could either buy an extender or they would let me leave Verizon without a penalty and I could take my business elsewhere.  Well I opted to get the extender.....that can't be used.  NICE!  Thanks Verizon.

[Ann154]

Are any of you trying to use the network extender with a prepaid account or device?

[JON5ISALIVE]

I was calling every Monday for an update, and this morning the IT/help-person was able to add my MAC address to the system (and the device to my account).  I don't know if that means the ticket is resolved, or if they just don't realize the device needs to be mainly added/registered...but mine does work great now.

My advice is to call them...tell them it is in regards to a 4g network extender and ask if they need to transfer you to someone (because the normal customer service representatives don't deal with those very often). I generally would just give them the master ticket number and ask them for the status on it.  Then maybe ask if the device is added to your account, and then if they can try to manually enter the device's MAC address into the system (it's on the sticker on the bottom of the device).

Good luck everyone...

[trs1470]

Same problem here.  I talked to customer service for two hours tonight with no luck.  They added the device to my account under the correct MAC address.  They had me jump through hoops resetting it, plugging it directly into the cable modem, plugging it directly to the router, updating my router's firmware, etc.  No dice. 

[GhostMan69]

I have been having the same issues and am getting NO help at all from Verizon. After the 3rd call, the woman suggested that I return this NE and get another one. Frustrated, I said "What if this one has the same issue?" and she told me to find another solution, like a 3g NE. I Googled this issue and found this link to a Verizon site - Calling them now to see if they can see the MAC address on the network. This is VERY frustrating.

Unblock Ports / IP Addresses - Verizon Wireless Network Extender | Verizon Wireless

Notes:

• The following ports and IP addresses must be unblocked for the Network Extender to work properly.
• It is necessary to enable Transmission Control Protocol (TCP) and User Datagram Protocol (UDP) (incoming and outgoing) for specific ports and/or unblock specific IP addresses on the modem/router.
• Refer to the Internet Service Provider (ISP), Network Administrator, or equipment manufacturer for assistance with these settings. Examples of router setup are provided here; however, Verizon Wireless doesn't support 3rd party routers.

• UDP
  • 53
  • 123
  • 500
  • 4500
  • 52428

• 69.78.34.154

• 69.78.82.87

• 69.78.82.90

• 69.78.145.119

• 69.78.145.122

• 69.78.226.55

• 69.78.226.58

• Global Positioning Satellite Server
  • 209.210.15.73 GPS server (gps.vzwfemto.com)
  • 216.221.129.99 GPS server (gps.vzwfemto.com)

• Private DNS
  • 108.61.73.243 GPS server (0.north-america.pool.ntp.org)
  • 192.95.20.208 GPS server (1.north-america.pool.ntp.org)

[BESTVELON]

To all of those having this issue, I recently experienced this same issue and could not figure it out. Then i thought back to how long it had been going on. Turns out it was about a month and it coincided with a firmware update that my router had gone through. After checking all the settings I ran across the Nat Forwarding section and inside that was the Application Layer Gateway (ALG) settings. This may not be the location to find ALG in other routers (mine is a TP-Link) but you should be able to find it in your router. My particular page has 8 different settings (yours may have just one) of which one is 'Enable IPSec Passthrough'. I looked at my Verizon device and it was stopped at IPSec and erroring out as unreachable Port 500. Once I enabled IPSec in my router the Verizon device came online within a minute and i had cell service.

Hope this helps others.