Verizon 4G LTE network extender does NOT work with fiber optics. Worked fine with broadband.

[LANWAS25]

Brand new Ver. 4g Net Extender, set up...looks as if it's working, but it will NOT let me be heard

by others,  or get my voicemails.  On newly set up Fiber Optics network, same company...Frontier.

People can call me, but then they cannot hear me on my cell phone. 

A different, but same Verizon, Network Extender worked just fine with my broadband internet. 

It blocks EVERYBODIES calls. The service guys phone didn't work here for Frontier...my 

neighbors' phone won't work in my house, or even right outside. 

I moved the Extender as far away as I can from the new fiber optics boxes in my house. It's about 

 12 feet from the ONT box, etc. 

Anybody??? It's going on a month where I cannot call from my house with my cell phone bec 

people CANNOT hear me.  

Frontier thinks it's Verizon. 

Verizon says it's Frontier. 

Help???

[vzw_customer_support]

Hi Lanwa!  We thank your for reaching out. We have several network extenders. What model did you get? I can check about specifications and network compatibility to our fiber optics network. Please, send me a private message in order to start working it out. >Sophie

[LANWAS25]

Hi Sophie, 

I guess I don't know how to private message you.

I just got your message from yesterday. 

I was on a chat for forever with a Verizon tech yesterday but he did not mention any other LTE extenders. 

The whole point of the extender I do have, is to increase my cell phone signal. 

The internet part, the wifi part, is fine. The internet connection comes from Frontier.

 

Do you really have any other LTE Network Extenders where you put a little GPS tower finder in the window, and it connects by ethernet to your router...? 

The extender I currently have came from Verizon...it Looks As If it is working...I can call people, but they cannot hear me...other peoples' phones do the same thing in or around, my house. 

 

My internet, is NOT verizon. It is through Frontier. 

I live in the middle of nowhere...

 

 

When Frontier upgraded my internet to Fiber Optics they gave me a new router.  Arris NVG468MQ

I called Frontier yesterday and talked with 3 different people, none of whom could answer the question as to whether or not my new Arris Router is compatible with my Network Extender. 

I had to explain to them that the whole point of my network extender is to increase my cell signal so I can make and receive calls FROM MY HOUSE.

 

The Verizon tech I spent lots of time with yesterday, has put in a "Network Ticket" to have the issue of 

2 way audio looked into...somehow.

That is the problem.  I can call people when the network extender is plugged in, but NO ONE CAN HEAR ME.

 

It happens to be a problem that NO ONE has ever heard of before...I've spent every day off for a month now trying

to 'Fix It.'

 

So...can you help?  I appreciate you answering my plea in the Ver. Comm. 

Thanks! 

Lāna. 

[jav6]

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@LANWAS25 wrote:

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When Frontier upgraded my internet to Fiber Optics they gave me a new router.  Arris NVG468MQ

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It looks like that router you have has a Voice Gateway built-in for voice services. Are all voice options turned OFF in its' settings?  They (or other settings) could be interfering with the network extender communication channels.

[LANWAS25]

Hi, 

Thank you so much. I have no idea if it has voice settings in there. 

That'd be something wouldn't it...? 

I will look. 

You'd almost think the Frontier people would know something like that...sure...

Thank you!!

[vzw_customer_support]

I'm glad to hear a network ticket has been filed, LANWAS25. I'm sending a Private Note your way so we can take a closer look at this together. 

-Ryan

[Apgar]

Wow - this is exactly my problem.  I have two network extenders - one each of the two different Samsung models.  One is at my house in NJ (working off of a cruddy Frontier DSL line - don't get me started) and one is in upstate NY (working off a Frontier fiber line).  So the one in NY never worked right.  Never had any problems with the one in NJ.  So I decided to switch them, since we needed it more in NY.  Wouldn't you know, once I installed it in NY and connected to the fiber internet, the one that worked fine in NJ suddenly was doing the same thing - the person you were calling couldn't hear you. 

If this is a setting I need to change on the Frontier router, please let me know ASAP so I can sort this out.  The problem occurs with all phones we use on the extender, which is mostly used with Apple cell phones.

[LANWAS25]

Hi, 

Yup. Upstate New York. Verizon. Frontier fiber optics...plus Verizon Network Extender = Nope. 

Turns out the answer is that they are not compatible with each other. The Net Extender WAS compatible with Frontier when I had the DSL...Now that I have 'upgraded' the network extender will not work...same as yours...they can't hear me. 

I've been banging my head against the Frontier wall for days on end with chats and phone calls and no one even 'getting' what I am talking about. It's unbelievable really. 

I did hours and hours of research on the Frontier router...which is Arris NVG468MQ.  I also did hours and pointless hours of research on what ports HAVE TO BE OPEN for the Verizon Net Ext to work. 

My neighbor has his own computer networking business...he came here out of the goodness of his heart after I flagged him down one day, and opened every port that Verizon had said had to be open in order for the Net Ext to work.  And it didn't change a thing...nothing. 

So he took my Network Extender home with him and plugged it in at his house, right up the road. Came by on his way to work the next morning and tells me it worked fine at his house. 

Unbeliveable...he has Spectrum. Which is still 'copper'...with coax cables.  That must have something to do with it.  My DSL was along copper lines...and the Net Ext worked like it was supposed to. 

The net ext I now have that Verizon sent me, isn't Samsung this time...I sent my Samsung 4G LTE Network Extender back to them telling them it didn't work...created a bubble around my house where not just my phone wouldn't work, but no ones phone would work...they could call out, but no one could hear them.  Even the Frontier tech guy who came back one time and couldn't/didn't/ do anything to make them work together...he couldn't make a call either. Said it was Verizon's problem. Sure...  The new Net Ext is: ASK-SFE116 LTE Network Extender. 

I have given up. Frontier would NOT let me go back to the DSL that worked...even if I signed up as a brand new customer...I would have to get fiber optics, because it is now available. 

So, I am switching to Spectrum soon. 

Even wifi calling won't work right from here...it did, and then it didn't...another frustrating puzzle that I don't have time for. 

Calling Frontier never got me anywhere...even the so called Tier Two Techs...nothing...and calling Verizon got me nowhere either.  I could answer calls now with much more helpful information for people than any of them ever gave to me. 

I am hoping probably against hope that when I switch to Spectrum my Net Ext will work again so I can make phone calls from my kitchen table like any old person should be able to do without a problem...

That seems to be the only solution/option.  If it works with Spectrum, I will try to let you know. It won't be until after the 9th of September...

Thanks. 

[vzw_customer_support]

Thank you for bringing this to our attention. We definitely want to ensure we get this figured out. We'd like to ask a few questions to better assist you. Has it ever worked with your fiber service line? What is the make and model of the Network Extender you are using? ~Christian

[LANWAS25]

Hey Apgar...Here's an update regarding my network extender and Frontier fiber optics.

So I switched from Frontier Fiber Optics, to Spectrum (coax...NOT fiber optics) and my network extender just plain 'works.'  No fooling around with it or the router...it just works, like it is supposed to. 

Go figure...

Guess that is the only answer...don't get fiber optics from Frontier if you have a Verizon Network extender of any sort...the Samsung one won't work, and the ASK one won't work with Fiber Optics. 

They only work like they are supposed to with either Frontier DSL, or Spectrum (coax type connections.) 

So, there you go.  You'd almost think that one or another of some of the Tier Two Techs from Frontier and, or, Verizon, would know that... Unbelievable...

[JPF77]

Ryan, has there been any update on this because I too am having this same issue and it’s now November.  Wish I had seen this before I upgraded, I would have kept my DSL connection.

[LANWAS25]

Hi JP,

I'm the original poster of that topic...my Verizon 4G LTE Network Extender...which is what I had to plug into my internet connection in order to have my cell phone work inside my house...would NOT work at all with Frontier Fiber Optics.  My cell phone worked fine with the Frontier DSL...the Extender, worked as it was meant to work, with the DSL. 

My only...ONLY solution, was to switch from my brand new fiber optics, to Spectrum.  Yup...had to totally switch companies.  It has something to do with the Extender having to be connected thru some form of Copper...connection.  DSL...was a copper connection. Spectrum...is a copper connection. Fiber Optics...is  a 'light' connection. 

Anyway...My cell phone works now like it did in the first place...without that Verizon Extender tho, my cell phone won't  work at all because it is crummy coverage around here...no matter what network you have for your cell phone. 

So...hope this helps you. 

[vzw_customer_support]

Hi!

This is not the impression that we want for our customers. 

Our goal is to provide you the best experience. Please send me a Private Message and allow me the opportunity to assist you as you deserve.

>Alice

[LANWAS25]

Hello Alice, 

I would DM you but I don't see that option anywhere.  

I'm sure that that isn't the impression you want to give. 

Sorry. But it's all true. 

Thanks.

[jav6]

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@LANWAS25 wrote:

Hello Alice, 

I would DM you but I don't see that option anywhere.  

I'm sure that that isn't the impression you want to give. 

Sorry. But it's all true. 

Thanks.

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That's right.  On this platform we are UNABLE to Private Message individual Verizon agents as they are restricted from receiving direct messages.  All we can do is send a Private Message to the generic @vzw_customer_support profile and hope whoever asked for the PM will be monitoring it and respond.  We use the 'envelope' icon to access the Private Messenger option.

[vzw_customer_support]

I noticed you had a question about how our 4G LTE Network Extender work with fiber optics, Lanwas25. I appreciate your question and let me help answer it. Our 4G LTE Network Extender currently only work with High Speed Internet connections to a broadband connection. Are you needing a network extender? 

-Ed

[LANWAS25]

Hi Ed, 

Apparently you are the only person AT Verizon that knows that.  I spoke to numerous Verizon 'techs' who didn't even know what the Extender was. 

Endless hours getting absolutely nowhere with them.

I wish someone had told me that the Extender only works with broadband...months and months ago...would have saved months of phone calls and frustration. 

Thanks. 

[JPF77]

I’m still having the same issue and cannot switch from Frontier internet because no one else covers my location.  Is this the case for all network extenders?  Or does Verizon offer a newer version of extenders that will work with fiber?  

[LANWAS25]

Hello JPF,

Did you happen to see that last message from Ed, a Verizon guy??  Looks as if someone has finally owned up to the real, REAL, answer. The following is what he said:

I noticed you had a question about how our 4G LTE Network Extender work with fiber optics. I appreciate your question and let me help answer it. Our 4G LTE Network Extender currently only work with High Speed Internet connections to a broadband connection. Are you needing a network extender? 

So, Finally...someone tells us what someone should have told  us...(me) months ago. That the network extenders ONLY work with broadband.  Unbelievable... 

I do not think they have one (yet?) that works with Fiber Optics, but it wouldn't hurt to ask and ask and ask all the different levels of 'Techs' until you happen to get one that actually knows what you are talking about. Most of them do not even know what the Extender really is...they think it has to do with extending your internet connection...it doesn't...It is, was, so frustrating.  If you could switch your internet to Spectrum (coax), then your Extender would probably work like it is meant to work.  Good luck...

[jav6]

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@LANWAS25 wrote:

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So, Finally...someone tells us what someone should have told  us...(me) months ago. That the network extenders ONLY work with broadband.  Unbelievable... 

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In the 4G LTE Extender User Manual,

 https://scache.vzw.com/dam/support/pdf/user_guide/verizon-lte-network-extender-user-guide.pdf ,

there are 8 references to Broadband including:

 'connect the Network Extender to an existing broadband network'.

and 'Home satellite broadband access is not supported'.

Unfortunately, there is nothing regarding Fiber Optics directly or differentiating Fiber Optics from Broadband.

[vzw_customer_support]

Hello! We understand that you are experiencing an issue with your network extender. We are here to help! Please send us a Private Message for immediate assistance. We're looking forward to working with you!

*Kay