4G LTE Network Extender for Enterprise will not pull a DHCP IP

[pdglaze]

I have everything connected as the installation instructions say, but when I plug the Ethernet cable into the BH port on the NE and then into my switch, I get no link, therefore it does not pull an IP.  However, when I unplug the NE side BH port and plug it into the LMT port on the NE, the switch links up immediately but it will still not pull an IP since it is the LMT port.  CONFUSED!!

[jav6]

The Backhaul port provides Ethernet connectivity at 100 Base-TX/1000 Base-T.  Is it possible the switch port is configured differently, possibly AUTO?

[vzw_customer_support]

We want to make sure that your Network Extender is up and running Pdglaze. When did this start? Has it worked before? What are you trying to accomplish?

AmberF_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!!

[pdglaze]

I am so sorry for no response.  I had to stop working on this and move on to something else.  I am now back to trying to get this device working.  I have a GPS signal on the NE but I still have no IP.  The switch port was set to Auto speed so I changed it to speed 100, still no IP.  I then changed it to speed 1000, still no IP.  Not sure what to do next.  It has never work from opening the box brand new.  I just need to be able to use this device for my cell phone coverage that has no signal where I am in the building.

Again, I am so sorry for the lack of response. I will keep on here until we can hopefully resolve this issue.

Thanks for your help,

Phil Glaze

[jav6]

What if you try connecting directly to a router and bypass the switch?  Maybe someone can do some packet captures/diagnostics on the router to see if it sees the extender requesting an IP assignment.

[pdglaze]

I can't.  This is an enterprise network and the building router is in another room on the first floor and I am on the second floor.  Only have switch access.  I can put whatever VLAN is needed on the switch but that shouldn't make a difference.  As long as it pulls an IP it should be fine.  I'm not even getting it to link to the switch port.

[jav6]

Maybe you need to take the extender to a local VZW store to have them test it.

[pdglaze]

I will do that.  I will see what they have to say.

Philip [removed]

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[vzw_customer_support]

Pdglaze, cell phone coverage is critical, especially while working. I am sorry to learn your 4G LTE Network Extender has not worked since you first opened the box. We want to make sure that you receive the assistance you are looking for, so I need to gather a few more details.

Where did you purchase the Network Extender from? What type of account is the network extender connected to (business/consumer)? Have you taken it to a Verizon store to have them test it yet?

 GinaU_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!!

[FENDERPAMD]

I did not want to not respond but I will have to look into our purchasing system to find out who we purchased the Extenders from.  We have two of them ad are getting the same results from both.

When you ask "what type of account is the extender connected to, (business/consumer)" are you saying the the extender needs to have a specific cell phone number account it is tied to?  At this point, no one has been very clear as to having to have an account that this device should connect to.  The instructions say that cell phone boosters need to be registered to an account but the network extenders do not have to be registered.  So I am getting conflicting messages.  Does this 4G LTE Network Extender have to have a cell phone account that it registers against?  I do know that one of the people that was involved with the vendor that we bought it from, said that the vendor told him it was just plug and play.  So we are not getting the same messages from all persons.

Any help with this would be appreciated.

On the other hand, we have not taken it to a VZW store to have them check it out.  I wanted to get as much info from your tech support before I took it there.  I wasn't too sure that anyone from just a VZW store would have any clues about this device anyway.  It's not a normal cell device that they might be familiar with.

Thank you for all of your help.

[FENDERPAMD]

We purchased the Network Extenders directly from Verizon.

Thanks,

[jav6]

Hopefully, we'll get a response from VZW Tech Support here, but it looks like the 4G Network Extender 2 does NOT need an active VZW account associated with it to be used.  However, it DOES need to be activated on the VZW Security Gateway and generally that is done at time of purchase.  If there is a power outage or some other issue, that activation may be lost and a call to 800-922-0204 or *611 is required to re-activate/re-register it in the SEGW.

[vzw_customer_support]

jav6, those Network Extenders do come in handy for certain locations. The Network Extender will need to have at least one active line on an account associated with the Extender to work properly. The Network Extender is an extension of the 4G LTE mobile data services provided by Verizon, therefore an active account is needed to properly activate. Please click on the following web page https://www.verizonwireless.com/support/4g-samsung-network-extender-setup-video/ for setup information. I hope this is beneficial.   

DavidC_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!!

[jav6]

That is in DIRECT CONFLICT with what I was told by Technical Support when I called 800-922-0204.  The technician said he had many times activated 4G Extenders which were NOT associated with active accounts.  He said when a 4G Extender is activated, the caller is asked for:

1. FCC ID on device

2. IVI on device

3. MAC ID on device

4. Address where the device is located

The caller with the 4G Extender is NOT asked what their account number or if they have one.

[vzw_customer_support]

FENDERPAMD, we always want to ensure that your network extenders are able to function properly. We’re sorry to hear that you have two that are running into the same issue with two of your devices. Just to make sure that we’re on the same page, were the network extenders that you have running into the same issue as the original post (not pulling an IP) or is there another issue at hand? Would you be able to confirm the model number of the network extenders that you’ve purchased?

Please know that we offer several different models of network extenders and these extenders can be used for different types of accounts. When we’re inquiring about which type of account you’re using the network extender for, this helps us determine what kind of account you need support with. We want to make sure that we’re able to assist as much as possible and get you to the right place if needed.

From your latest post, were you able to obtain a physical link after all? Please keep us posted so we can better assist with additional troubleshooting as needed.

Samantha_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!

[FENDERPAMD]

No I have not yet been able to get it to physically link to the switch.

[vzw_customer_support]

FENDERPAMD, thank you for this information. We still need more information to properly assist. What is the model number of the extenders that you are having the issues with? When you are experiencing these issues, how many devices are connected to the extender? 

Natasha_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!!

[pdglaze]

We were sent a new replacement 4G LTE Network Extender 2 from Verizon and it is up and running.

We will send the bad units back.

Thanks all.

Philip [removed]

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[FENDERPAMD]

That is what I have been told as well Joe.  What DavidC posted is that you NEED an active account associated with the Extender and then gave a video to explain how to setup the device.  However, in the video, it never once says you need an active account associated with the extender.  I was also told by Carlos, a VZW support person, that I do not need an active account associated with the device.  This all is sort of moot anyway, as I do not have physical link from the device to the switch port yet.  That is my FIRST problem.  Until the device will link with the switch, to actually pull an IP, nothing else matters.  We have to get to step one first...physical link.  Then we can start to setup the device.  Thanks for the feedback,