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Verizon 4G LTE Network Extender blocks incoming calls

set it up about a month ago and have been having problems getting incoming calls, i have people telling me they are calling 10+ times and my phone never rings. i tried it myself with another phone on the extender and the same problem. strange thing is it shows 4-5 bars but the 4g symbol is not lit up, its like a shadow. did a little testing and noticed if i shut off WIFI on the phone it works flawlessly and the 4g symbol lights up, turn on wifi 4g shadows and no incoming calls?

Comments

Verizon_Support

We always want to see you get the best connection! What model is each device? Are you also using the WiFi Calling setting on the device?

svoteam

both phones are samsung S9, yes wifi calling is on

LongIslandFam

I can confirm that shutting WiFi off, even for just a few seconds gets us reconnected to the extender. At all times, dialing #48 confirms that the phones are under extender coverage.

I still don't know how to solve the issue but after seeing many threads and trying these steps, it is frustrating to miss incoming calls intermittently. Outgoing calls (as well as text messages in/out) work perfectly.

On our iPhones, we tried related features on or off (wifi calling, calls on other devices, VoLTE) but to no avail. Also tried resetting the extender to factory defaults and replacing SIM cards in the phones.

Seeing that shutting off WiFi helps temporarily, I tried a different wireless routers (both ASUS and Verizon Quantum Gateway), eliminated VZ QG as router and tried the extender connected to the VZ QG while phones are connected to Asus router. Incoming calls go through, until they randomly stop.

Updated iPhones and also reset all network settings. No luck. It's as if the extender just drops the phones or maybe there is a connection timeout and no keep-alive to maintain the connection.

Spoke with Verizon twice - they tried different provisioning options. Made no difference.

Will follow this thread for any developments.

SIBONDO1971

Did you receive a fix for this by chance? I spent several hours on the phone with Verizon and nobody can be bothered to help.

Reset all network settings on my phone and walked through the instructions 3 or 4 times.
Reset the extender to Factory
Checked router for blocked ports or devices
Tried every troubleshooting tip 6 Verizon CSR had me do

Getting ready to drop Verizon if they don't fix this.

inthemountains

Any update to this? i am having same issue. Daily, I reset network settings and log in again to extender, but still is not reliable. I have put on my VM message that we are having Verizon Extender issues and this message does not mean I am not available.

Baffled.

kayakboy000000

I have an extender 2 for enterprise. Missing incoming calls and SMS texts. The tech support team is sending me an extender 3 (consumer grade) for free. Seems a bit drastic for what I suspect is a SW or network issue w/ many of our extenders. Will advise once I get it up and running.

Verizon_Support

Having an ongoing issue with your network extender is the last thing that we want. I will be sending you a Private Note in one moment.

SIBONDO1971

I agree this seems to be software or Verizon network related. I've gone through my internal network extensively to verify White/Blacklisting issues, open/closed ports, and various other measures. Nothing being blocked due to a setting within my phones and literally 100's of hours troubleshooting and issues that I don't own nor did I create. Essentially paying for service I'm not receiving because they refuse to provide a solution for an issue they caused.

The last 10 months have been done nothing but connect me with yet another agent, perform the same tasks completed 30 other times before, and passively berate my intelligence with every conversation. What I have been told by a Tier 2 agent, is that all of their 3G towers have been taken offline, leaving only 4G LTE to carry the load and one extremely large problem to contend with...4G tower coverage/saturation. Thus introducing the latest problem plaguing the masses...having 4G towers within range AND that have antennas pointed in our direction. Respectfully, we do have 4G towers near us but they all have antennas focused AWAY from us. It's like Verizon is creating a force field with cell signal to keep everybody out of our area or something or maybe the towers are simply too ashamed to look at us.

Better, stronger, faster, smaller is great and all but does no good if you only have one 5G tower within 50 miles of you. The 5G rollout was poorly managed and only done to try and beat the competition in their deployment and claims of being the first to offer 5G.

Maybe someone should introduce them to the old adage discussing horses, carts, and the importance of getting those implemented correctly and then deployed in the appropriate order.

If anyone finds a solution please post in the forums since they refuse to admit they've cut their own noses off just to spite their face for optics while carrying no concern for the customer base that funds them.

Verizon_Support

We are here to help with your concerns and want to make sure that you are provided the best service as a customer. In no way would we want our customers to experience service issues and would like to review your concerns more. In order to do so please send us a private message for additional review regarding your account.

Newengland413

We had a verizon network extender for 10 years with zero problems. A salesperson convinced us that our service would be so much better if we upgraded. Spent hundreds on a new network extender and we are having the same problem as everyone else.

I am not seeing any posts on a fix. I have done everything that everyone else tried.

If there was a fix, it would have been posted here, no? Instead, Verizon keeps contacting people personally.

Why not post the fix?

I hate this stupid thing and want my old one back. Sigh.

btp226

This just started happening to me in the last few days and almost coincides with a Firmware Upgrade on 07/14/2021. (I was on vacation during that week so can't confirm if it happened exactly on that date). I've tried their (lack of) support and like others just got the run around. restarting phone, removing/reinstalling sim card, enable/disable something, ad nauseam. Get a different agent on the line and go thru all the same steps again with no results. The big problem I have is due to being in the boonies in NH, I really don't have much choice for providers. I've tried others and they were worse. Hoping someone figures out a solution (and actually posts it). A few months back, I was telling everyone how wonderful the 4G LTE Network Extender was, not any more.

Verizon_Support

To clarify, are you able to make outgoing calls?

Holbrook

There is not a fix. I talked to support today and at least they have recognized it as an issue. They are working with Askey (the manufacturer) on a solution, but don't have a solution or an anticipated date of resolution to share. When I pressed I couldn't even get the technician to estimate days, weeks, or months. They suggest turning on WiFi calling until then. For whatever reason that's not working for me, even with WiFi assist off.

Verizon_Support

btp226 I'm sorry you are experiencing issues with your Network Extender. Our only goal is to help you. Troubleshooting, is the only way to help determine what the problem is. It's the same thing that happens with anything that is not working properly.

If we completed the troubleshooting and could not resolve the issue, we had to have said something to you. Can you share that here?

btp226

After the agent went through all of the steps 3 times, he disconnected. There was no solution and no followup.

Verizon_Support

We appreciate the insights. Do you have issues with other devices connected to your Home Internet?

fairfield-ct

Support told me to turn off wifi calling because it interferes with the lte extender. I was told to turn it off -- that was there epiphany for fixing and it didn't work. My son called me 5x to pick him up from practice and didn't get a single call. He calls our landline now.

Verizon_Support

@fairfield-ct ,

A network extender does the same exact role of Wi-Fi Calling, so that's where you need to choose between using one or the other. When it comes to blocking phone calls, a network extender's only purpose is to process phone calls - it does not block them for you, so that would mean something else is going on if your son was not able to get through to you. Was there a specific reason that you were using Wi-Fi Calling when you already had a network extender to use? -Russell

LongIslandFam

Joining the conversation. Same issue. Same troubleshooting. I will just add that our next door neighbor has the same extender with the same issue. We worked together to only use one extender at a time in case there was a conflict but as you can imagine, that did not help at all.

Glad to see in one of the posts that a fix is being worked on. I hope we get it soon (to avoid switching provider).

My extender is set to Open access. Did anyone try the extender in closed/restricted mode? I doubt it would make a difference.

Verizon_Support

We want your Extender working perfectly. Let's research this further together. A private message has been sent to assist you further. -Sean

KarenCairns

My extender worked swell for a few weeks; then in July bam. No incoming calls. Do we really have to pick between having cell service with only the ability to make outgoing calls or 1 bar for cell service?

Frustrated.

KarenCairns

I can make outgoing calls. Cannot receive calls. when the extender is plugged in. Mine is an ASK-SFE116 what is yours?

Verizon_Support

Karen, we are sorry to learn you are having issues with your Network Extender. We don't want you to have to choose. We want you to have great service. We have sent you a private message here on this platform -Dolores

chloelo13

I have had this issue since December of 2020. I finally was sent a new extender a few weeks ago and STILL am having the same issue!!!

bbanic27

@chloelo13
wrote:
I have had this issue since December of 2020. I finally was sent a new extender a few weeks ago and STILL am having the same issue!!!

Please change the extender to “closed access.” You do this from your Verizon account under devices. Create a list and add your numbers. Then select that list for the “closed access” option.

Phizy

Another for seeing this same issue. However, I noticed something:

If I turn off, or toggle the wifi setting on my phone the calls/text come through for a short time. If I power cycle the extender the calls/text come through for a longer period of time but eventually stops.

Tmb70

I am having the same issue. I have missed so many calls and have no way of knowing unless they send a text telling me my calls are going straight to voicemail. No indication of missed calls whatsoever. I’ve called Verizon so many times, been directed to Tier 2 and on to Apple. Apple is not the problem And yes WIFI calling is off!

Calsranch

We just received the LTE Network Extender and got it set up and I was able to connect to conference calls with my cell phone immediately, which is great! Problem now is that it is like my phone doesn't "disconnect" from the LTE Network Extender when we go outside and we are dropping calls left and right and people saying they can't hear you, you are breaking up and we are about 200 feet from the house so I am thinking that the phone isn't disconnecting from the extender. Anyone else have this problem?

Verizon_Support

We want this issue resolved ASAP. When did this first start? Are other Verizon phones connected to it and having this same issue?-Sean

LANWAS25

Hi Did you ever figure that out?

Mine seems to block Incoming calls

I can hear them

But No One can hear me.

It's going on a month any minute now.

Can't stand it...

Thanks.

[Deleted User]

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