I am trying to set up my network extender. It stops at step 9 of 14 and gives the following error message DEVICE NOT ACTIVATED CALL VERIZON SUPPORT.
Yes it is powered up.
Yes the GPS is working. I have six satellites with a strong signal, one with a fair signal and three with a weak signal.
Yes it is connected to my router. I use my wireless laptop to log into the extender.
I have accessed the network extender via its IP address and logged into it.
On the home screen it says NOT IN SERVICE - view details
Under VIEW DETAILS, DNS and Location Assistance are both "Reachable", IPSec is "Not Reachable" I have opened up port 500 to the Extender.
Under current system details it says "Attempting to reach initial network......"
I have included a screen shot.
At this point I am stuck.
Just in case anyone wants it, the Samsung 4G LTE Network Extender User Guide:
Describe your broadband connection: provider, its type/service/speed, and your modem and router's brand and model numbers.
As a test to verify it works, have you tried connecting the NE directly to the modem?
IPSec is a VPN protocol and VPN Pass Through MUST be enabled in your router.
Have you tried putting the NE's IP address in the router's DMZ?
Yes I have connected the extender directly to the internet and bypassed the modem. It still does not work.
The network extender does not show up as a listed device on my account, therefore it has not been properly registered on your end.
My phone does not have the option for advanced calling even though it should. LG G4.
I think both problems are related to my having a pay as you go plan versus a contract.
Verizon, should just say, you need a contract for these items to work, instead of having people waste hours trying to resolve a problem. You need someone who understands what the extender is trying to do at step 9 of 14. I am not the only person with this issue. It might help to have your people explain how to log into your extender via the IP address and then check for satellite signal levels, etc, instead of the checklist of mundane questions. You generic, look at our website for help is incredibly useless also.
As I have read, I confirmed at the Verizon store, that pay as you go plans get the crappy customer service line, while contract plans get the good line. Epic customer service fail.
I tried to get a contract today, but was told I have to wait two more months. Epic customer service fail.
I would switch to another carrier, but Verizon is the only company that even sometimes works where I live,
in either case it is incredibly crappy customer service and I can say that if there is ever any competition in this area I will switch.
You have a prepaid account? That is the biggest obstacle to getting the extender activated. The person who sold the extender should have asked that question. You need a postpaid account in order to register the extender on the network. Otherwise it is a $250 paperweight.
What was the reason why you were told you had to wait two months before switching to a postpaid account?
I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.
I have to have my prepaid account for more than 6 months before it can be switched over. Verizon acts like there is no difference between the two plans, till you try to get anything done. Then they are pretty much clueless in their ability to help you. All they needed to do was tell me I needed a contract to get things to work. I am tempted to send the paperweight back to them and get a refund, then buy a new one once I switch my plan over. They certainly make it difficult for their customers to upgrade their accounts and improve their service. Epic customer service fail. There motto should be "We don't care, because we don't have to." Poor customer service is the first step in a company going down the tubes.
> Epic customer service fail.
You keep saying this… The truth is, Customer Service does not exist to help those customers that get themselves in over their head.
>There motto should be "We don't care, because we don't have to."
While waving the n00b banner… The phone company has been tagged with this for at least 50 years.
> Poor customer service is the first step in a company going down the tubes.
Verizon Wireless has tens of thousands of employees and over one hundred million customers. But you go right ahead and pretend that you know all about what it takes to run such a company.
I have been dealing with this issue since August 31st and I have more information. Tech people confirmed there is a major IT problem with accepting the MAC number of the 4G LTE Network Extender device on the Verizon Wireless System. I know because I have had them try to input it 4 times with 2 different 4G LTE Network Extenders on 4 separate phone calls. They have given this MAJOR bug a Ticket number [removed] but many of the Verizon Wireless people do not seem to know about it, including the Verizon Wireless Stores. The fix is on a hour by hour, day by day, week by week basis. Not good, especially since we are now in a holiday weekend mode and no one at Verizon Wireless is acknowledging there is a major problem activating these devices around the entire world. I keep calling the technical support line several times a day for updates since there is no mechanism for us to check the status of the problem online. This is what we get for being on the cutting edge of this new 4G device technology!
Personal information removed as required by the Verizon Wireless Terms of Service
Message edited by Verizon Moderator
While, I appreciate all the help you have provided. So far none of your suggested fixes have worked. As I have discovered from my own research and confirmed by other users is that the problem in not due to a technological issue at my end. The issue stems from how Verizon sets up different types of accounts. If you are under a full contract you should not have any problems with phone features and setting up a network extender. If you are on a pay as you go plan, several phone features and adding a network extender to your account are unavailable. Unfortunately, it takes significant research to discover the issue, and the customer support at Verizon has no idea that the account type has an effect.
I guess my expectations of products and customer service are much too high. Of the numerous customer service reps at Verizon, that I spoke with, not one knew that account type could have an impact on the network extender operation, not one could tell me that there was a way to access my network extender via its network address, and not one could tell me what the network extender was looking for when it stopped at step 9 of 14. They were capable of asking me if the unit was powered on, connected to my modem, and having me press the reset button. Nor does the setup documentation tell you that you need to call Verizon to register your device.
My other unrealistic expectation, is that I expect products to be plug and play with minimal setup on my end other than maybe user name and password and some security/firewall settings. Typically during the setup process, I simply register my product online. Unfortunately, Verizon requires a phone call, which requires me to be on hold for 20 minutes.
I guess, my expectations should go back to the 1980's, when there were no icons and if you wanted something to work you needed to type in all the specific commands and settings to get anything to work, and setting something up could take the better part of a day.
When I get my new flux capacitor from Amazon in a few days, I should be able to go back in time and visit you there.
I have this same issue -- and I have a contract account. I have also received the Major Ticket #. My guess (on what step 9 of 14 is trying to do) is create a secure VPN tunnel, and the Verizon side of the equation is failing to authenticate the tunnel.
Doing a packet capture, it looks like the device sends a datagram on port 500 to 184.108.40.206 with an IKE_SA_INIT exchange type, and Verizon responds with its own datagram. About 3.5 seconds later, the device sends out another packet that looks to be identical to the first, and again Verizon responds with another identical packet. That second transfer should actually be an IKE_AUTH exchange type if things are working correctly.