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LTE Extender fails to connect to SeGW server

Bearcat2016

I have been trying for weeks to get a Verizon LTE Extender working. Several conversations with tech support. It will not get past "Connecting to SeGW Server" status to activate.

I have opened ports 500/4500 (UDP), 80 (TCP), 53 (TCP/UDP) and 123 (TCP/UDP) in my Google Nest Wifi router. Factory reset the device several times at tech support's request.

What am I missing? Help.

Comments

Verizon_Support

Thank you for reaching out to us. To better assist with your Network Extender issue, I'll be sending you a Private Note, please reply to it, so we can get started.

~Maria

Bearcat2016

Thanks, Maria. Official channel-wise, I'm waiting 3-5 days for someone from the network team to get back to me. In the meantime if anyone in the community has experienced a similar issue or has successfully set up a Verizon LTE Extender on Google Nest WiFi, I'd appreciate your thoughts.

Bearcat2016

I have had the issue for weeks, not a few days. I have spent hours in three separate sessions with your tech support, which consisted of being asked to move the device around my house. reboot it and "wait". At one point last week the tech said they would send me a new device and it would arrive on Monday. When I called on Tuesday to see where it was I was told that the device had never been ordered and asked to spend another hour+ troubleshooting it. There are enough people with the same problem on your forum and on the internet that it seems like maybe you shouldn't sell these devices without also offering full setup support.

I will also note that the page on your site where you sell them says nothing of needing a strong enough Verizon wireless signal that it can make it through what appears to be a complicated setup. You should offer a test before purchase to make sure service is strong enough to support device installation and save people many hours of wasted effort.

Replying to:

Thank you for your reply. We are truly sorry to learn you have had issues for more than 5 days and would like to help. Please tell us, were you able to troubleshoot connection before? Did you recently move the extender?

~Maria

Woooody99

I have the very same issue...no help is avaliable

jav6

@Woooody99
wrote:
I have the very same issue...no help is avaliable

Everybody having 4G LTE Extender issues might identify the model extender they have, e.g. the older Samsung or the current Askey model?

Verizon_Support

Help is here! To better assist with connection issues. I'll be sending you a Private Note, please reply to it, so we can get started.

~Maria

cmorriswest

walked through the basic troubleshooting advice provided via the community and nothing works.

the screen still shows that it is attempting to connect to the verizon segw server

Verizon_Support

cmorriswest, we're sorry to hear that you're having problems setting up your Network Extender. We want to make sure this is resolved ASAP so you have service where needed. We're going to send you a Private Note so we can help you.

~Jesse

Matchamochi

I have the same issue. and dealt with Verizon Customer Service who told me it should take about 4 hours to connect. Well, it's been 5 hours and still not being able to connect. I had rebooted both extender and router couple of times. Please advice.

Verizon_Support

Hello, Matchamochi. Help is here. So sorry to hear you are experiencing issues with the extender connecting. Please share more details. What is the make/model of the extender in question?

-Natasha

cmorriswest

never received a response or request to correct

please advise

unless issue is resolved, we will have to research other carrier options

Bwils41

I am having the same issue. Tired of calling and chatting. I have spent several hours on this already. Please help.

Verizon_Support

We're sorry to read about the issue you're having with your extender. What is the model? Was it working before? ~Peter

cmorriswest

Had no issues when I first received it - then nothing for months and we remain on 1 bar with spotty service since then.

Model Info:

Verizon LTE Network Extender

SKU: ASK-SFE116

SN: *****

MAC: 4CABF882B8CE

Date Code: 20220719

Verizon_Support

We're here to help with your concern regarding your extender. Have there been any changes to your ISP or the modem? ~Peter

Wingdamwes

I had the same issue. We're sending you a new extender!

I'm going to check out US Cell!

Verizon_Support

Hey there, Wingdamwes, we want to make sure your equipment is up and running. Did you receive your replacement Network Extender and were you able to get it connected?

-Lauren

RNSystems

Had the same issue for a while. Verizon support giving me a Tier 1 tech who would read through a script about troubleshooting. After many days, hours, and headaches, after reading the manual and understanding the communication process in which the extender works, I figured it out. Log into your router and enable IPsec passthrough which is how the extender connects to SeGW server. Had verizon support just escalated the ticket to a Tier 2 tech, this problem would be resolved a long time ago. Verizon support needs to work on ticket escalation. Such a big company to be slacking in tech support for their products.

Awesomeone

I’m having the same issue. The screen has this message: connecting to SegSW Server. Please wait.

jav6

@Awesomeone
wrote:
I’m having the same issue. The screen has this message: connecting to SegSW Server. Please wait.

Did you try what the previous poster @RNSystems
said about the IPSec setting in your router? What have you tried, verified? Did the extender ever work for you? What is your internet service?

Verizon_Support

Hello and thank you for bringing this concern to our attention. It's always our priority that you are provided with the best possible service. Im sending you a private note to better assist you in troubleshooting this issue.

-Will

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