Message from NRB: Verizon about Network Extender
Mike1111111
Enthusiast - Level 2

I received the following text message:

NRB: Verizon Msg: Your Samsung LTE Network Extender is outdated and will no longer be supported by Verizon. This device will be removed from your account within the next 90 days. If you still need an LTE Network Extender, you can reach Verizon Customer Care at 800-922-0204 to upgrade to the Verizon LTE Network Extender at no cost.
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I have the above mentioned network extender and it is necessary for service at my location.   I called customer care as instructed.  At first they didn't know what a network extender is, then they said they can't find any record of it on my account (i registered it with Verizon in 2021), then they said the message is not from them.   The representative, while nice, did not seem knowledgeable about network extenders.  Please advise.

15 Replies
hhggzz
Enthusiast - Level 2

I have a Samsung Network Extender model SLS-BU103.  It stopped working at the end of June.  I called Verizon and was told they were ending support for the unit and it should not work with their network any longer.

They then send me a brand new Network Extender free of charge!

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Mike1111111
Enthusiast - Level 2

Update:

The network extender was removed from my account a few days later, as the message predicted.

I called back a second time to hear "we have no record of that" but finally reached "network extender technical support"  and they knew what to do!   A new extender is on the way, I'll try to update once I receive it.

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vzw_customer_support
Customer Service Rep

We're happy to read that you were able to get the assistance you needed in regard to the extender. Let us know if you need further assistance once you receive the new device. ~Peter

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Mike1111111
Enthusiast - Level 2

UPDATE:

I spoke to Network Extender Support on Wednesday, they sent the new device by FedEx and I received it Friday morning.  Plugged it in and it works perfectly - I didn't have to call back for activation or anything.   Thanks to the team for getting this resolved VERY quickly.  To those having trouble getting to a representative familiar with this (as I did at first), ask to speak to Network Extender Support, they know what to do.

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Prettykittie96
Enthusiast - Level 2

My husband received the same text message and Verizon told me that they can't find where that text message was ever sent.  But seems really funny that a couple days after receiving it they deactivated our device.  Anyone have any luck with Verizon yet?

vzw_customer_support
Customer Service Rep

Prettykittie96, we sent you a private note so we can gather specific information from you and your account. When you have time to proceed please feel free to reach out. We look forward to supporting you. 

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Prettykittie96
Enthusiast - Level 2

I called Verizon back again last night, after someone else posted they were able to get them to ship one out at no cost.  After going through the basic support person  I finally got bumped to a tier 2 support person.  Long story short, they are supposed to be shipping one out at no cost to arrive sometime around july 5.

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ZoSo1030
Enthusiast - Level 2

On with a new rep currently.  No progress yet, they are connecting me with "Network Extender Support" and I've been on hold for 10 minutes.  Also my current old extender was deactivated after my last call 2 days ago....

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ZoSo1030
Enthusiast - Level 2

Update: Finally connected to "Network Extender Support" after 15 minutes.  Could tell this guy was in a US call center.  He immediately said "I see the offer on your account and will get you squared away quickly." I verified that a new Extender would be sent at no cost, and he said "Yes, your offer is a $250 discount." He proceeded with the order, and sent me a txt with a link to accept the terms and conditions.  After that he verified my address and told me shipping was free and I should expect the device by July 5th by 8pm.  He then gave me an order number, noted my account and said goodbye.  I'll be keeping an eye on my account to make sure no charges for this appear.

My suggestion would be to request an agent familiar with Network Extender Support, unfortunately you'll probably have to jump through a lot of rusty flaming hoops to get there. :). Good luck.

I will try to remember to give another update when the device arrives.

ZoSo1030
Enthusiast - Level 2

I got the same TXT, have had the old Extender since 2015.  On the line with customer service now and can tell she's got no idea what it's about.  When I mentioned that the TXT said I could upgrade to a new extender at no cost, i felt like she thought *I* was trying to pull a fast one on verizon.

 

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ROBBON86
Enthusiast - Level 1

I received the same message and got the same reaction from Verizon saying they didn't know what I was talking about. I even got a Level two support rep to tell me that it was SPAM trying to get me to click on the highlighted Phone number (which I didn't because I've learned that Spammers want you to d that. I ended up calling numbe phone number manuaaly and that's how I ended up here, The "new" network extender comes today July 6th. As others have said I will try to get back with a response of what happened with this new network extender.

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Prettykittie96
Enthusiast - Level 2

Has anyone that was told they were being shipped a network extender actually received it?  Tech put order in on Jun 30 and was told it will deliver Jul 5.  Today is Jul 11 and it still has not shipped.  Chatted with 2 techs last week and was told its still on order but that they couldnt give me an update.  What!!??

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vzw_customer_support
Customer Service Rep

We're sorry to hear that you haven't gotten your Network Extender. We want to make sure that you're having no problems with service, and we'd be happy to check up on that order for you. We'll send you a Private Note shortly.

~Jesse

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jav6
Champion - Level 3

@ROBBON86 wrote:

I received the same message and got the same reaction from Verizon saying they didn't know what I was talking about. I even got a Level two support rep to tell me that it was SPAM trying to get me to click on the highlighted Phone number (which I didn't because I've learned that Spammers want you to d that. I ended up calling numbe phone number manuaaly and that's how I ended up here, The "new" network extender comes today July 6th. As others have said I will try to get back with a response of what happened with this new network extender.


What were the exact model numbers of the OLD/NEW extenders?  I have old 3G extenders (not in service) on my account that I cannot remove and two 4G LTE Extenders (sFemto2 and sFemto3) in service.  I have NOT received any messages saying any extenders on my account are out-of-date and need to be upgraded.

...Just another VZW customer...trying to offer some assistance...
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ROBBON86
Enthusiast - Level 1
 
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