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Re: LTE Network Extender error 5A
ljochmann
Member

I have the same issue and same provider.  Tried to call tech support at Verizon only to be disconnected or put on hold for over an hour.  Extremely disappointed with Verizon tech support

 

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Re: LTE Network Extender error 5A
vzw_customer_support
Customer Support

ljochmann,

 

We'd never want you to be disappointed with our customer service on the tech support side. We're here to make sure your Network Extender will work the way it's supposed to without any errors. I've sent you a Private Note, so please respond at your earliest convenience so we can address this for you. 

 

RyanC_VZW

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Re: LTE Network Extender error 5A
VWAshburn
Member

I have the same problem with trying to setup LTE Network Extender that stops with error 5A.  Calls to VZ wireless tech support have wasted over 5 hours without a solution. Supposedly an order was created for getting resolution but there is no order listed on my account.  After another call and I was told an a specialist dealing with extenders would call back but did not.  I then tried calling VZ Fios (my  ISP) to get help with my VZ Quantum Gateway router but that took hours and resulted in denial of any problems with router configuration and suggestion that I get a replacement extender from VZ wireless.  This is a mess with VZ not supporting its product and providing terrible service. I would like a VZ response and solution to this issue please.

Re: LTE Network Extender error 5A
vzw_customer_support
Customer Support

Hi VWAshburn. We're concerned to hear you are experiencing this issue as well. Upon review of this thread it has been determined this error is with the firewall of the ISP. Was Fios able to assist in making any changes to your firewall to see if this would resolve the issue? 

Melissa_VZW

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Re: LTE Network Extender error 5A
VWAshburn
Member

 

Melissa_VZW,

The answer to your question is NO. Fios was not familiar with this extender device and could offer no solution to the problem other than trying a router factory reset.  Even though this is a VZ device, Fios stated they do not support all devices and accept no responsibility for it.  Fios also concluded that it was not a router issue since my other devices worked with the router and they could ping the extender.  Although some VZ extender documentation and forum discussion state that certain router ports had to be enabled, but without the specifics, Fios would nothing other than the factory reset that later realized had apparently killed all my wifi connections.  I know that after my first tech assist call to VZ wireless that my printer was disconnected but I thought that was an easy fix that I could handle. WRONG.  It took hours yesterday to get another Fios tech to fix my router setup and reconnect my wifi devices.  This second tech was also not familiar with the LTE extender and recommended getting a solution from VZ wireless who owns the extender (he also suggested using wifi calling to improve cellular connectivity in lieu of the extender).  The situation remains that this extender is inoperative and VZ has NOT PROVIDED any support to fix it.  The bare instructions provided with the device are totally inadequate. 

If as you state that it actually is a firewall issue, please provide some technical details for a resolution. However, I have seen postings where others tried unsuccessfully to fix the problem by turning off their firewall. There also have been private messages between posters and customer support on the issue but NO SPECIFIC SOLUTIONS appear on this forum. Again, I and others still need a solution.

Re: LTE Network Extender error 5A
vzw_customer_support
Customer Support

I'm sorry to learn that your Network Extender concerns were not resolved after contacting your home internet service provider, VWAshburn. The first troubleshooting step is to do a fresh setup for the Network Extender. Please unplug your device from everything for 10 full minutes and then do an initial set up as per this link (https://www.verizon.com/support/4g-samsung-network-extender-setup-video/). Keep us posted. 

 

AntonioC_VZW

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Re: LTE Network Extender error 5A
VWAshburn
Member

AntonioC_VZW

Your recommendation to restart the setup only results in the same error 5A and an inoperative network extender.  

I must conclude that VZ Wireless and VZ Fios (my ISP and router provider) are incapable of supporting this network extender and their VZ products and do not have a solution for the problem. After multiple contacts with tech support this issue was not escalated to specialist for a resolution as promised and it wasted hours of my time with attempted solutions that also disabled my other wi-fi connections.

When searching this community forum, I can find no postings from anyone that had fixed this problem although many were experiencing error 5A. If someone was successful please post and let me know how it was done.  I  expected that VZ Customer Support would be able to provide that information but evidently not.  

Re: LTE Network Extender error 5A
vzw_customer_support
Customer Support

Vwashburn, I sincerely apologize you have not gotten a resolution for your Network Extender issue. We value your time and want to attempt all options to get this resolved. Please share with me what happens when you factory reset your Network Extender? I have supplied a link to the steps. https://www.verizon.com/support/knowledge-base-204069/

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Re: LTE Network Extender error 5A
VWAshburn
Member

Although a factory reset was already done several times, I did it again and the outcome is still the same:  ERROR 5A

Why can't VZW provide a solution?

Re: LTE Network Extender error 5A
WandaDTV61
Member

I am having the same issue- New Netgear router- now new Verizon Network Extender- Still get error 5a

 and you cant click on a link if you have no connection- also there was no user guide in my box- Had to come to work and download one!!