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4G LTE Network Extender intermittently disconnects from Verizon network
lbo12
Member

I bought a 4G LTE Network Extender on 4/1/2021 and have had intermittent problems. It works just fine with 3 different phones (including an iPhone 12) when the Extender is connected to Verizon's network. However, the Extender disconnects from the Verizon network several times a day. I can't discern a pattern and I don't know why it happens or how to fix it.

I contacted Verizon tech support. The rep's suggestions weren't helpful so I escalated it and got a ticket number. I promptly received a response from Verizon that they couldn't find anything wrong so they closed the ticket. But wait, it's an intermittent problem, and OF COURSE, there's no problem to be found when the Extender is connected to Verizon's network. It seems they didn't look at the Alarm History (which I asked them to do). I will paste the Alarm History for 4/12/2021 as an example. That's the same day Verizon said everything's just fine.

Intermittent problems are the worst. Can anyone suggest a fix? Thanks!

Here's the Alarm History for 4/12/2021:

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Re: 4G LTE Network Extender intermittently disconnects from Verizon network
vzw_customer_support
Customer Support

lbo12, I'm sorry you've been getting those error messages with your Network Extender. I can understand how our initial check didn't find an issue with it being an on & off problem. One of the first things we'd want to check is to make sure the extender is getting the correct speeds via your internet connection. Our Network Extenders need 10 Mbps of download speed and 5 Mbps of upload speed at a minimum. If you could check your internet speeds with a speed test, that would be great. One easy to use speed test site can be found here: https://www.speedtest.net/

 

Please, when you get a chance, share the results with us. 

 

JohnT_VZW

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Re: 4G LTE Network Extender intermittently disconnects from Verizon network
lbo12
Member

Comcast ISP, Speedtest shows:

Download 530 Mbps (normal range 520-6660 Mbps)

Upload 18 Mbps (range 15-18 Mbps)

Any ideas/suggestions?

P..S.. I just had one week with no drops, until yesterday. Same error codes as already posted. 

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Re: 4G LTE Network Extender intermittently disconnects from Verizon network
vzw_customer_support
Customer Support

Thank you for continuing with us, Ibo12. I can help you investigate this further. Have you tried connecting the extender using a different cable? Does it happen at the same time of the day or is it random? Are all devices affected at this moment?
JavierD_VZw

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Re: 4G LTE Network Extender intermittently disconnects from Verizon network
ssprill
Novice

I get the same SCTP Link Failure error intermittantly, in the LTE Extender Admin Console, when my ISP (Charter Spectrum) or I have to reboot my modem. The SCTP error keeps repeating about every two minutes until I get it fixed.  I appears that the Askey LTE Extender has difficulty keeping in touch/connecting with the modem.  This had happened four times, out the the six times I have restarted my modem, to me and it takes several reboots of the modem, wifi router, and the LTE Extender until it finally, for reasons unknow, starts working.  Usaully takes at least an hour.  I have not determined exactly how to fix it. I just keep rebooting things. 

I am afaid to restart my Charter Spectrum modem due to this issue.  It eventually connects so I am sure the issue is with the LTE Extender.  Verizon support was no help, maybe Verizon that supports this site here can provide some info.

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Re: 4G LTE Network Extender intermittently disconnects from Verizon network
lbo12
Member

I took the hint from the last Verizon support reply and bought new Cat 7 cables, put them in from my modem to the router and from the router to the network extender. So far, it's been 2 days without the extender dropping from the Verizon network. Fingers crossed!

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Re: 4G LTE Network Extender intermittently disconnects from Verizon network
vzw_customer_support
Customer Support

ssprill, I use a Network Extender when I visit my mom and I know the importance of it working and not losing connection.  I personally need my phone for all aspects of my life and unable to connect to the extender would cause my life to be in turmoil when I am there.  I am here to help and we will get this figured out.  On the Network Extender itself, what does the display show when you are getting this in the Admin Console?  Do you receive any other Error Messages?  

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Re: 4G LTE Network Extender intermittently disconnects from Verizon network
ssprill
Novice

Thank you for responding.  When this issue occurs I am getting ALARM "SCTP link failure" messages with DESCRIPTION "[Cleared]  SCTP HB failed over criteria" in the admin console about every two minutes.  No other messages.  My phone will not connect to the Extender via calling #48 until this is fixed by rebooting everything multiple times.

Once I'm reconnected the last message in the Admin Console states ALARM "IPSec down" with DESCRIPTION of "[Cleared]  This alarm is an indication of un-successful IP Sec tunnel set up with the SeGW (Security Gateway), due to failing DPD, etc."  But, at this point everything is back to normal.

Thanks for your help.

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Re: 4G LTE Network Extender intermittently disconnects from Verizon network
lbo12
Member

Javier, following up, I had failures on 4/25/21, as I reported. Then I upgraded my ethernet cables from the modem to the router and from the router to the 4G LTE Network Extender. I used new Cat 7 cables. Everything went fine, no alarms, no failures - until last night/this morning. Lots of failures. Fortunately, they all self-corrected. And fortunately they all occurred when I was sleeping. Unfortunately, there's no guarantee future failures will only occur during my sleep. Can you help?

Here is the Alarm history from last night and today:

1SCTP link failure[Cleared]  SCTP HB failed over criteria05-05-2021 05:22:01 MDT
2IPSec 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.05-05-2021 05:20:56 MDT
3SCTP link failure[Cleared]  SCTP HB failed over criteria05-05-2021 04:46:00 MDT
4IPSec 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.05-05-2021 04:44:52 MDT
5SCTP link failure[Cleared]  SCTP HB failed over criteria05-05-2021 04:32:54 MDT
6IPSec 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.05-05-2021 04:32:12 MDT
7SCTP link failure[Cleared]  SCTP HB failed over criteria05-05-2021 04:05:55 MDT
8IPSec 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.05-05-2021 04:04:58 MDT
9SCTP link failure[Cleared]  SCTP HB failed over criteria05-05-2021 02:55:22 MDT
10IPSec 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.05-05-2021 02:54:17 MDT
11IPSec 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.05-05-2021 02:18:13 MDT
12SCTP link failure[Cleared]  SCTP HB failed over criteria05-05-2021 01:56:07 MDT
13IPSec 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.05-05-2021 01:55:28 MDT
14SCTP link failure[Cleared]  SCTP HB failed over criteria05-05-2021 01:23:04 MDT
15IPSec 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.05-05-2021 01:21:56 MDT
16SCTP link failure[Cleared]  SCTP HB failed over criteria05-05-2021 00:58:11 MDT
17IPSec 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.05-05-2021 00:57:07 MDT
18SCTP link failure[Cleared]  SCTP HB failed over criteria05-05-2021 00:26:42 MDT
19IPSec 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.05-05-2021 00:25:53 MDT
20SCTP link failure[Cleared]  SCTP HB failed over criteria05-05-2021 00:24:17 MDT
21IPSec 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.05-05-2021 00:23:12 MDT
22SCTP link failure[Cleared]  SCTP HB failed over criteria05-05-2021 00:11:13 MDT
23IPSec 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.05-05-2021 00:10:49 MDT
24SCTP link failure[Cleared]  SCTP HB failed over criteria05-05-2021 00:08:43 MDT
25IPSec 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.05-05-2021 00:07:38 MDT
26SCTP link failure[Cleared]  SCTP HB failed over criteria05-05-2021 00:05:17 MDT
27IPSec 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.05-05-2021 00:04:19 MDT
28SCTP link failure[Cleared]  SCTP HB failed over criteria05-04-2021 23:52:45 MDT
29IPSec 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.05-04-2021 23:51:42 MDT
30SCTP link failure[Cleared]  SCTP HB failed over criteria05-04-2021 23:15:33 MDT
31IPSec 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.05-04-2021 23:11:59 MDT
32IPSec 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.05-04-2021 23:07:36 MDT
33SCTP link failure[Cleared]  SCTP HB failed over criteria05-04-2021 23:06:41 MDT
34IPSec 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.05-04-2021 23:05:31 MDT
35IPSec 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.05-04-2021 23:00:38 MDT
36IPSec 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.05-04-2021 22:59:01 MDT
37IPSec 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.05-04-2021 22:57:24 MDT
38IPSec 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.05-04-2021 22:55:47 MDT
39SCTP link failure[Cleared]  SCTP HB failed over criteria05-04-2021 22:55:15 MDT
40IPSec 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.05-04-2021 22:54:10 MDT
41SCTP link failure[Cleared]  SCTP HB failed over criteria05-04-2021 22:52:02 MDT
42IPSec 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.05-04-2021 22:50:57 MDT
43SCTP link failure[Cleared]  SCTP HB failed over criteria05-04-2021 22:30:45 MDT
44IPSec 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.05-04-2021 22:30:11 MDT
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Re: 4G LTE Network Extender intermittently disconnects from Verizon network
vzw_customer_support
Customer Support

Let's try performing a factory reset from the device itself. Steps below:

Press and hold the reset button for at least 10 seconds, until the Power LED displays solid white, indicating a reset. Wait a few minutes for the device to restart.
Note The factory reset button is located on the back of the Network Extender next to the AC adapter port.
Note The device must be connected to power for the reset to complete.

 

Let us know if that works for you. BrittanyC_VZW

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