While calling through my network extender, I can hear the caller, but they can't hear me.

[skcrawford1]

Our house is connected to the Verizon network through a Samsung 4G LTE Network Extender 2. It is connected through a wired  connection to Arris Surfboard  G34 modem/router to Xfinity. Some times, when any of the phones inside our extender sends or receives a call, we can hear the incoming caller, but they cannot hear us. If we make a call to another phone inside our extender, neither can hear the other.

When this happened earlier this evening, I powered the extender down for 60 seconds then powered it back up. Once it had rebooted, calls worked as usual.  At 19:30, the calls had the same issue again.

Could there be a setting in our modem/router causing this issue? This is a new unit and we didn't have this issue previous to its being installed. I have been looking through all of its settings and can't find anything causing this issue.

I had two Verizon techs "help" yesterday, but they didn't solve anything. They even had me do two factory resets of the extender and a 10 second power cycle. All of those ended up with VERY long waits with no connection to the GPS.

I remotely restarted the extender. Once it came fully online, calls worked normally.

[vzw_customer_support]

Hi there! We are always happy to trouble shoot your concerns. We would need you to reach out via a PM or DM in order to access the account. You can also try using the phones Wi-Fi calling as this feature is the same as being on the extender.

*Heather

[daveblademan]

HI VZN folks - I have exactly the same problem - the Extender shows active (Blue Light) - I sometimes have to restart the iPhone to get something to work. Wifi Calling is active but doesn't always connect - would love to get this fixed - I'm the only one in the house on VZ, the rest are T-Mobile and don't need an extender in our area..

[vzw_customer_support]

We understand the importance of being able to properly use your device in your home without having to deal with such a hassle, and will be happy to troubleshoot your Network Extender with you. Please join us in a Private Note, so we may better address your concerns.*Izzy

[daveblademan]

Thanks Izzy - now if you can just tell me how to contact you that would be awesome - you can probably PN me better by looking up my username 😉 thanks 

[KH-OrnEsh]

@daveblademan 

To Private Message the agents, click on the username and then click send message. 

[vzw_customer_support]

We want to make sure your service is working as it should. Please send a Private Message for assistance. *Michelle

[vzw_customer_support]

Daveblademan, so we can continue we are going to send you a private note here so we can help you further with any inconvenience you may have. 

>Luis

[DukeRaoulDuke]

I'm experiencing this same issue.  Can you please help me

[Hatfielddj]

I’m having the same issue. Orbi Mesh network set up with a VZW LTE extender. When receiving calls, if my phone is connected to Wifi, then the caller can’t hear me but I can hear them. When I disconnect from wifi and wait about 10-20 seconds then it starts working. Please advise.  -Dan

[jav6]

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@Hatfielddj wrote:

I’m having the same issue. Orbi Mesh network set up with a VZW LTE extender. When receiving calls, if my phone is connected to Wifi, then the caller can’t hear me but I can hear them. When I disconnect from wifi and wait about 10-20 seconds then it starts working. Please advise.  -Dan

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Do you have 'WiFi Calling' enabled?  What make/model phone do you have?

[Hatfielddj]

Hey @jav6 ! 

I’ve tried both with WiFi calling enabled and disabled and it makes no difference. Had this issue on both iPhone 13 Pro and now iPhone 14 Pro. Thanks for the reply! -Dan

[vzw_customer_support]

We're sorry to hear that you're having problems with your Network Extender. We'd be happy to help you troubleshoot and we'll send you a Private Note so we can gather more details.

~Jesse

[daveblademan]

Thanks  Jesse but you guys declined to help months ago due to the Extender being a personal device and my iPhone being a work-owned device. Pathetic excuse in my book so that's why I've given up on the Extender and moving off Verizon when the contract ends. Shame..

Dave

[Will4Him]

I have had this same issues for a few years now. Second network extender and it’s hit and miss. Same Arris G34. WiFi calling on. Have had multiple techs help. Never been a solution and follow up stopped.

[vzw_customer_support]

Will4Him, we're sorry to learn you're having issues with your service. Have you tried to put the extender in a different area or any additional steps? 

~Ivone

[Justaguy783]

I have the exact same issue.  Verizon tells me to reset network settings. It works for maybe 15 or 20 minutes and quits working again.  Needless to say, the extender is unplugged.  The only way I can use my phone.  What a great help it was!

[vzw_customer_support]

Hello! Being on top of your service is crucial, especially if you are encountering Network Extender Issues. Verizon is here to help

For more Network Extender Support check out our FAQs: https://www.verizon.com/support/4g-lte-network-extender-faqs/.

We sent you a Private Message. Please review at your earliest convenience.

~Gilbert

[jeansirois65]

I have the same issue. Don’t think Verizon seem to know the problem. Seems better with Wifi calling off but still have dead calls or calls where the caller can’t be heard and those where the calls seem to break down digitally where you hear every third word. I’ve rebooted many times the extender. Seems the extender takes over the priority for making calls when wifi is on and calls are garbled. When off, same seems to happen but less often. Call quality is bad. 

[vzw_customer_support]

Happy Monday! Being on top of your account is crucial, especially if you are encountering Network Extender calling issues. Verizon is here to help.

When did the issue start? What recent change have you made? Who else is experiencing this problem?

~Gilbert