Verizon extender = worse call quality. Please help fix this.

[MEV80]

I spent several hours trying to work with Verizon tech support today (went through 6 agents because dropped connections!) with no resolution. I see in the threads here that this is a fairly common issue but I don't see the resolution shared in the discussion. 

Verizon service in this area was fine for years. Then, for the past year or two, calls can no longer be made inside the house. After calling several times about the issue, Verizon sent an extender. Since setting it up last week, call quality is worse! Even when showing connected with full bars of service, the call quality is unpredictable (sound garbled or the call drops.) I am incredibly frustrated with having to start over every time with a new Verizon agent because calls drop or the chat in the app times out. Sound quality improves when we unplug the extender. What is the solution for us to have stable, reliable cell service?!? 

[vzw_customer_support]

MEV80, we understand the importance of making sure you stay connected. We are here to help in any way possible. Please respond to the private note, so we can get some details to better assist.

*Joshua

[jav6]

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@MEV80 wrote:

I spent several hours trying to work with Verizon tech support today (went through 6 agents because dropped connections!) with no resolution. I see in the threads here that this is a fairly common issue but I don't see the resolution shared in the discussion. 

Verizon service in this area was fine for years. Then, for the past year or two, calls can no longer be made inside the house. After calling several times about the issue, Verizon sent an extender. Since setting it up last week, call quality is worse! Even when showing connected with full bars of service, the call quality is unpredictable (sound garbled or the call drops.) I am incredibly frustrated with having to start over every time with a new Verizon agent because calls drop or the chat in the app times out. Sound quality improves when we unplug the extender. What is the solution for us to have stable, reliable cell service?!? 

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Might help to identify what make/model phone you are having the issue with.  Are others having the same issue when/if connecting to your extender?  Do you have WiFi calling OFF?

[patrick_9]

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@jav6 wrote:

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@MEV80 wrote: ...Sound quality improves when we unplug the extender. What is the solution for us to have stable, reliable cell service?!? 

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Might help to identify what make/model phone you are having the issue with.  Are others having the same issue when/if connecting to your extender?  Do you have WiFi calling OFF?

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Hello - I have the same issue.  using an iPhone 12 Pro model MGLX3LL/A on IOS 16.1 20B82 (15 and prior IOS same issue) with wifi calling enabled, but tested using #48 to confirm I am using the extender.  Internet is gigabit, consistently way over required bandwidth up and down.  Extender is an ASK-SFE116 running software version GA5.10 - V0.5.010.1167.

Quality issue is crackling and audio gaps.  Have tried all of the obvious things like restarting extender and devices etc.  I do have access to the settings page of this device.   Transmit power is set to automatic, and is currently at 100% or 20.0 dBm 100mW.  Operational status shows all green in operational status, with DNS and GPS reachable, IPSec SeGW connected.  There are no active alarms but I have dumped my last 7 days alarm log below.  Network bandwidth utilization chart is either nonfunctional or so low as to not register. 

I am curious what factors affect the call quality.  Should I try a ceiling mount antenna?  Right now the extender is in an attic storage area above my office, where I am doing most of the calls.   What other troubleshooting/mitigation steps are recommended? 

Thanks,

Alarm Log

8	GPS clock fail	[Cleared]  This alarm indicates no clock signal received from GPS module.	10-23-2022 21:08:10 UTC
9	GPS clock fail	[Cleared]  This alarm indicates no clock signal received from GPS module.	10-23-2022 06:38:38 UTC
10	GPS clock fail	[Cleared]  This alarm indicates no clock signal received from GPS module.	10-23-2022 06:19:05 UTC
11	GPS clock fail	[Cleared]  This alarm indicates no clock signal received from GPS module.	10-23-2022 02:46:05 UTC
12	GPS clock fail	[Cleared]  This alarm indicates no clock signal received from GPS module.	10-23-2022 02:44:35 UTC
13	GPS clock fail	[Cleared]  This alarm indicates no clock signal received from GPS module.	10-22-2022 11:23:42 UTC
14	GPS clock fail	[Cleared]  This alarm indicates no clock signal received from GPS module.	10-22-2022 07:33:55 UTC
15	GPS clock fail	[Cleared]  This alarm indicates no clock signal received from GPS module.	10-21-2022 22:28:39 UTC
16	CPU overload (Major)	[Cleared]  The CPU usage on the Femto exceeds the major threshold	10-21-2022 17:50:12 UTC
17	IPSec down	[Cleared]  This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc.	10-21-2022 17:23:25 UTC
18	SCTP link failure	[Cleared]  SCTP HB failed over criteria	10-21-2022 17:23:21 UTC
19	GPS clock fail	[Cleared]  This alarm indicates no clock signal received from GPS module.	10-20-2022 09:08:03 UTC
20	GPS clock fail	[Cleared]  This alarm indicates no clock signal received from GPS module.	10-20-2022 05:45:35 UTC
21	GPS clock fail	[Cleared]  This alarm indicates no clock signal received from GPS module.	10-19-2022 23:10:55 UTC
22	GPS clock fail	[Cleared]  This alarm indicates no clock signal received from GPS module.	10-19-2022 22:40:50 UTC
23	GPS clock fail	[Cleared]  This alarm indicates no clock signal received from GPS module.	10-19-2022 22:27:18 UTC
24	GPS clock fail	[Cleared]  This alarm indicates no clock signal received from GPS module.	10-19-2022 21:49:27 UTC
25	GPS clock fail	[Cleared]  This alarm indicates no clock signal received from GPS module.	10-19-2022 06:58:55 UTC
26	GPS clock fail	[Cleared]  This alarm indicates no clock signal received from GPS module.	10-19-2022 06:10:49 UTC
27	GPS clock fail	[Cleared]  This alarm indicates no clock signal received from GPS module.	10-19-2022 00:15:45 UTC
28	GPS clock fail	[Cleared]  This alarm indicates no clock signal received from GPS module.	10-18-2022 17:15:33 UTC

[vzw_customer_support]

Hello! We understand the situation, to further assist you, I will be sending you a PM, so we can check this together and find out the best resolution.

>Alex