Verizon Network Extender Closed Mode doesn’t work, Hybrid Mode Does

[TelecomTech_Extender]

I have a Verizon Network Extender. It works great in the open and hybrid mode set on my account under device settings. I log into Verizon Account , go to devices, select the Network Extender and I can change it from Open (open to everyone but it takes up my DSL bandwidth to Hybrid Mode. I created a Access list for my 3 phones (these are the members), it prioritizes the three phones so I always get 4 or 5 bars. This has worked for several months.

Now I want to close the access to others so only my phones can use the Network Extender. The website GUI to do this doesn’t work on my tablet, I have to use my laptop to login to my Verizon Website account. (Use the website login to see the Network Extender because it doesn’t show in the Verizon App). I then switch it to closed. I am also logged into the Network Extender when I make this change on the website, it takes that change and I can see it update the Network Extender from Hybrid to Closed or from Open to Closed. The Network Extender needs to reboot to refresh the Contact List. When I go from Open to Hybrid the Contact List Member phones show up in the member calls active list and work fine. 

The problem is have neighbors that use my network Extender in Hybrid mode to make call and surf the Internet, this consume my limited DSL bandwidth and if I am on a call, the call quality drops. 

The solution is for the closed mode to work but Verizon won’t properly enable it because it will not see the Access List the same as the Hybrid Mode does. So when I successfully put it into Closed Mode with my three Contact phone numbers, it blocks all calls from using the Network Extender. The closed mode will not protect or prioritize my phones.  So I have to back it down to Open, then put it back into Hybrid Mode.

[jav6]

When you change to Closed mode, have you tried creating a NEW contact list with the numbers you want to have access to the extender?

[TelecomTech_Extender]

Thanks for the reply.

Yes, I have deleted the hybrid contact access list and rebuilt new ones while renaming the access list. I have done this several times. In closed mode it does not recognize the contact list I set up for it to allow access. I then test it with the phones and see that I bounce to another tower or my neighbors extender.  

I lose the five bars on my phone.  For a long time the Verizon Website would not allow turning on closed mode. There seems to be a non working feature of the extender, Verizon probably wants more extenders to increase coverage, but hybrid mode takes up bandwidth at the wrong times when I am on a phone call and a neighbor connects to my extender and starts downloading music through my DSL line. This problem would go away if I could put it in closed mode with a working contacts access list.

[tedpleasant]

Same issue as you described, in addition, if emergency services were to lose connection the ping location will show up as your home because that's where the network is physically located. Spent more than 90 painful minutes attempting to discuss with 4 different Verizon technicians today 3 of which didn't understand what the Verizon network extender was.  Can't wait to switch back to AT&T.

[TelecomTech_Extender]

Are you using it in Hybrid Mode like I am? How many phones are in your contact list?

When you look at your neighbor table how many cell towers and other extenders do you see? 

Do any of the Cell Towers show a negative value which means it has a weak signal?

Thanks.

[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 so that we can get to the bottom of why your Netowrk Extender isn't functioning properly. We're looking forward to working with you!

*Kay

[TelecomTech_Extender]

I don’t need to DM anyone, I need for Verizon to fix the ability for the network extender to work in closed mode properly. I know my WiFi Router and DSL gateway are functioning properly because I currently have the network extender working in Hybrid Mode for several months and it works great. It knows which phones and IPad are members of the access list because it shows up on my members list. If my neighbor logs into my extender in Hybrid mode they can (and did again this morning spike me above the 70% mark) and impact my call quality. I cannot control what they do when they connect to my extender. 

I paid $250 for the extender and it was advertised  to work in closed mode to avoid this problem. I can only operate it in Hybrid Mode where my phone has priority, but frankly the QoS doesn’t really priority the Quality of the call, it only prioritizes the priority of usage of the extender if I were to hit 14 users,.This is meaningless because I never hit 14 users, but my extender does spike above 70%.

If the Extender allowed me to block other callers except my own, I would always be assured of my call quality.

[vzw_customer_support]

We definitely want to get to the bottom of this! I am submitting a request for review with our product team regarding the software. We will work to investigate this as quickly as possible. 

-Yale

[TelecomTech_Extender]

Thank you. I look forward to resolving this issue.

[TelecomTech_Extender]

After trying to make closed mode work properly and recognize only my phones, the extender never would allow my phones to connect and blocked all phones. This tells me the closed mode setting does not read and apply the Contact list access list set up when I switch it from open to closed. I have spent four hours on this trying to make it work as advertised. 

Finally since I was getting no resolution from Verizon, I did the reset in the Administration website of the extender that allows the extender to go back to the factory settings. I did this twice. each time I reset the default password and set the time zones. Still no luck, it does not recognize that my phones have been added to the contract list and should be able to access the extender and use it. I go from five bars on my iPhone in Hybrid Mode to 1 bar in closed mode and I can tell by hitting #48 that when I have the extender in closed mode, I am not getting to the extender, the automated attendant says You are not on your network extender, please move closer.

I  ended up putting it back in open mode, let the extender reboot, and changed it to Hybrid Mode with my contact list

[vzw_customer_support]

Happy Holidays. It seems like you have done quite a bit. I know you mentioned you closed them. Is it working now? 

-Amber

[TelecomTech_Extender]

No Closed Mode does not work, I can put the Network Extender into Closed Mode but that bricks it, it no longer allows my phone to access the Network Extender. 

I reset the Network Extender twice and each time placed it into Closed Mode and both times it didn’t work and didn’t recognize the Contact Access List.

So I finally switched it back to Hybrid Mode and my contact list worked again and when my phones connected it showed up in the members window,  I can see when others who are not my contacts are connected. 

Sometimes I have to reset them from using my extender if I have an important call. If I could put the extender in closed mode I would not have to hang up their calls.

Any update on this? 

When will Verizon have an ETA?

[vzw_customer_support]

We would be happy to assist you with your concern. Please private message us for further assistance.   *Mabell

[TelecomTech_Extender]

I have private messaged you. 
Do you have an ETA on Closed Mode working?

[vzw_customer_support]

As of right now they are still working on the issue. *Rhonda

[TelecomTech_Extender]

I worked with a few people at Verizon. And they told me that Closed Mode only works for Business Customers right next now.

Quote :”What I am being told is the Closed Group is only for Business accounts, not the consumer. That is why the option is not in the account. I can see how the neighbors pose an issue though. I have also had the same issues in the past with mine.

*Heather”

Heather was very helpful but the fact remains this Closed Mode is important to some consumers because their residence can only be serviced by a DSL line and there is not enough bandwidth if the non-members start using it up and affecting my call quality. If I could put it in Closed Mode my call quality would improve.

[TelecomTech_Extender]

Example of my neighbors crashing my extender.

[TelecomTech_Extender]

Last night I stopped at the Verizon Store and the replaced the SIm in my phone because I wanted to see if that would help fix the fact that closed mode doesn’t work for consumers yet, even though Verizon advertises that it does work for consumers. 

I then returned home and put the Network Extender in Closed Mode with my laptop by accessing my.verizon account and selecting devices. I was able to reuse the access list I have been using in Hybrid Mode. The Web admin homepage Icon at the top changed from Hybrid to Closed. Then the device went through the normal reboot process when it has been notified of the change from Hybrid to Closed. It started up fine in closed mode and finished the boot process, My phone which had five bars and was connected to the extender in Hybrid Mode, instantly changed to 1 bar, I hit #48 and was told that I was not attached to my extender and needed to move closer. Still no luck.

 I reset it back to Open, it rebooted, then changed it to Hybrid mode with my contact list, now my phone is back to five bars. I did a factory reboot, changed the password again, timezones. Still no luck. 

[TelecomTech_Extender]

This is an experiment where I shut off my phone for a day,  and this shows several hours and all the voice traffic going through my network extender is from non-members neighbors and they managed to exceed the threshold of the Network Extender. If I had been on a call when this happened, my call quality would suffer. This is why I need closed mode to work.

Also this graph is misleading because this only reflected what happened at the hour mark, it could spike higher any time between 00 to 60 minutes and this peaking activity would not show up in the graphs. In other works, the graph is not an actual reflection of all of the peak traffic or an average, a line graph with a one minute sample rate would be much more accurate. And should be available.

.

[vzw_customer_support]

Please message us directly for assistance. We are always happy to help.*Carl

[TelecomTech_Extender]

Would you update the software in my Network Extender to support Closed Mode? 

Or do you have a link that allows me to update the Network Extender software like I do with my Apple iPhone?