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Very frustrated consumer. Tried repeatedly to get extender installed but continue to have Server 5a error. How do I resolve the problem
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Carolb4Sam, we never want our customers frustrated. Are you still having the trouble? What model network extender do you have?
-Tionna
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I have exactly the same problem. I just received the Verizon 4G LTE Network Extender and it has the same Server Error 5A Please Check User Guide. The user guide says to call 1-800-922-0204.
This is ridiculous. Your online support person sent me this device in response to our complaints of VZW service in our area that straight up stinks. I shouldn't have to do any more than plug it into my router, plug it into power, and then after it completes the boot sequence it should just work. Instead, I'm looking at a server error 5A. What the heck? Verizon sent this gadget to me. Verizon knows I'm supposed to have it. Verizon knows everything about it because they have to have registered it in the system somehow before sending it to me. What the heck is wrong, and why is Verizon so doggone incompetent? Just make it work!
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@Arriba wrote:I have exactly the same problem. I just received the Verizon 4G LTE Network Extender and it has the same Server Error 5A Please Check User Guide. The user guide says to call 1-800-922-0204.
This is ridiculous. Your online support person sent me this device in response to our complaints of VZW service in our area that straight up stinks. I shouldn't have to do any more than plug it into my router, plug it into power, and then after it completes the boot sequence it should just work. Instead, I'm looking at a server error 5A. What the heck? Verizon sent this gadget to me. Verizon knows I'm supposed to have it. Verizon knows everything about it because they have to have registered it in the system somehow before sending it to me. What the heck is wrong, and why is Verizon so doggone incompetent? Just make it work!
The extender's MAC ID has to be associated properly with your account in the network database. Not all agents at 800-922-0204 are familiar with this device and you need to get someone that is to check/set the database properly. You can try calling 888-262-1999 for more dedicated extender support.
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Thanks. I got in to a productive PM session with Mark from the Verizon social media support team, and he's created a ticket with the network people who should know how to fix this. They will supposedly get back to me within 72 hours to tell me what they want to try next. BTW, he did confirm that the MAC address of the device is already in their data table, and that it should have worked. So, I suspect they will ask me to punch some holes in my router's firewall. I'm not an expert at that (and I don't like doing it anyway), so I've asked that they be very detailed and specific with those instructions and a functional explanation for each hole they ask me to punch. We shall see!
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Thank you for your PM. We are confident we will rectify the issue. We are here for you in case you need assistance with anything else. Thank you for being the best part of Verizon Wireless!~Christian
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I had the network extender 2/Samsung model for few years. the network extender needs to be switched from broadcasting band 13 to band 4. iPhones/iPads lock into band 66/band 4 and will hold onto even with one bar, 2 years ago the tech team switched bands from 13 to 4 and the extender worked great until a few months ago, there must have been a software update and bands broadcasting reverted back to band 13…so for past 2 weeks tech support has been awful to say the least, spent prob 2 hrs on useless phone calls. As it’s usually a broken English speaking rep who cannot understand or has no clue how they work…I explain the issue and they just make excuses …so last night I figured let me try the new askey model network extender…got it this morning and what would you know…same issue…band 13..so I just paid 286 for another brick. When Verizon refuses to fix the issue …support just opened new nrb ticket. Like last week will prob tell me it’s my iPhone software lol
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Hi, there! We want to make sure this is resolved. Please touch base with us when the ticket is closed, so we can ensure this is fixed for you.
*Anna
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The issue Bmk1973 describes is not the same issue as mine. My extender has Server Error 5A. Has nothing to do with this, though once we get that resolved, maybe we'll hit this roadblock. We shall see. No updates today from Verizon, despite their promise to follow up in 24 hours. Oh well.
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Ok, this is looking good. VZW didn't reach out to confirm, but after posting my previous update I checked the extender, and it said "Service Active." What a nice surprise. I tested it out with a couple of phones here in the house, and all is working as expected. I'm happy!
So, they very quietly got it working, though I don't know what they did. I didn't have to do anything at all, except wait for them to fix it on their end. No holes in my router's firewall, no nothing. It just works, which is what I expected from the beginning.
Thanks, all.
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You're welcome! Don't hesitate to reach out if you have any questions.
*Cassandra
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Hi there! Thank you so much for contacting us tonight. I see where you're coming from. We certainly don't want your network extender to add to any frustration. I can definitely make this process easier for you, by assisting you with the setup and registering your network extender with your account. We appreciate you sticking with us, and giving us an opportunity to provide you with a network you can depend on. Please verify your account, so I can help.
By connecting with us, you grant us permission to review your services, so we can offer you the best value. Refusing to authenticate will not impact your current services. It is your right and our duty to protect your account information. For quality, we may monitor and review this conversation. Visit our information collection and privacy policy to learn more at verizon.com/privacy. Please note that the link we provide has a timed expiration, so we encourage you to continue as soon as possible.
Authenticate and continue here:http://spr.ly/6001Mm5VT
*Ana
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Given I already have one active network ticket, created the same way, I will wait until that ticket is either resolved or closed without proper resolution. Good or bad, I'll share updates here as they happen. Thanks!
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As a valued customer, your service concerns are always our top priority. Noting that you have an active Trouble Ticket for your account, will ensure that you are kept updated as quickly as possible by our representatives.
As a friendly reminder, while our network team works on your ticket, you'll get text message updates until our research is finished. You'll receive updates in 24-hour, 48-hour, and 96-hour increments (If applicable). Our network team should have a resolution in about 3-5 days.
Please keep in mind that this is an estimation, as we're already working on resolving this matter as quickly as possible.
You will receive a text message or a phone call to let you know the resolution of your ticket. This will keep you updated on the status of your ticket number without having to call our Customer Service Team.
Thank you for your time, patience, and troubleshooting assistance.
-Robert C.
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Please be sure to keep us posted with the results of the ticket. If there is anything we can help with in the meantime, we are only a message away.
-Chris
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I got a txt message back on the ticket today saying that it has been assigned and is being worked, and that my next update will be in 24 hours. We shall see.