I am at the end of my rope with Verizon "Tech support" regarding the LTE range extender they sent me 2 weeks ago. I had the Samsung extender for 6 years with no issues connected to a TPlink router and Xfinity internet using an Arris SB6121 cable modem. After a power outage the Samsung extender gets stuck at 4/14 which indicated software corrupted etc and the reset switch doesnt even work. Fine it broke. I called Verizon and after 40 minutes they decided to replace it. A new Verizon version comes a week later and this is where the nonsense starts. It connects to the router fine, connects to the GPS but hangs on logging into SEGW server please wait. Now the reason I have this device is because the cell service here is embarrassingly terrible for a company that spends billions on advertising but cant get signal in a well congested residential town. My wife has health issues and needs to be able to call Dr's etc. The first thing I do after actually getting a "Tech" is make them take my phone number down because if the call lasts more that 15 minutes its gonna disconnect and PLEASE call me back if that happens. On the second 45 minute phone call I actually got a level 2 tech who recommended I replace my router Incase it got cooked with the Samsung and to call back if it didn't fix it. 8 calls back to "tech" support that get dropped with no call backs they actually told me to call Xfinity because they have tried everything. The "techs" don't have a clue what a range extender is. they don't listen to a word you say, they stick to a script that has NOTHING TO DO with your actual problem. They don't even know what the error message is. They ask the same questions over and over and don't even listen to your answer. I have spent 12+ hours on the phone wasting my time, spending money on a new router, new cable modem and reading hundreds of messages from others having the same issue and not one forum post actually says if and how it was ever fixed. I tried putting the extender in the DMZ, opened every port 4500,500 etc related to IPSEC and forwarded it to the extender. I have been in the service industry for 41 years and never in my life have I had a company so inept, clueless and confused at Verizon "Tech" support.
