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iPhone 8 connects but drops from extender.
TS36
Member

About 2 years ago I had poor cell strength 2-3 bars but the main issue was that the quality of the call was so bad you could not have a conversation on the phone.

I purchased a Samsung 4G LTE Extender2, hooked it up and instantly had crystal clear calls and fast download when visiting web pages, I could not be more happy. All was good until 2 months ago when we noticed a dramatic drop in call quality again. The Extender is now showing 0 connected devices.

12 hours of chat support and 4 tickets have not come close to resolving this issue, they seem to be limited to reset the phone, reset the extender and reading from a list basic troubleshooting tips.

All the settings on both phone and extender are correct and nothing has changed in the setup for 2+years but regardless more advanced settings like Transmission power, MTU Packet size have all been confirmed as correct and in some cases changed to see if this would help but to no avail.

So, here in my issue.

When the phone have been idle for a period of time, the Extender shows 0 connected devices, the admin web interface also shows 0 connected devices. If I dial #48 the message is "You are NOT under Extended LTE..."   HOWEVER! it is like dialing #48 kicks the extender into life, the extender shows 1 connected device. If I immediately dial #48 again the message is I AM under 4G LTE coverage.

The phone will stay connected to the extender for between 20-60 seconds after which the extender again shows 0 connected devices. However, this time when I dial #48 I am connected even though the extender says 0. 

The big problem however is when I receive a call. The call starts out with poor quality but I can hear the extender "kick in" and the improvement in quality is noticeable and I can hear the other person perfectly, unfortunately the caller can no longer hear me at all.

If we hang up and the caller calls me again straight away (before the extender drops my phone) the call is perfect like I was used to. If there is a delay in them calling back then again my voice is dropped.

This is repeatable and the same happens to my wife with a 6S.

Thanks, any suggestions would be welcome.

 

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Re: iPhone 8 connects but drops from extender.
vzw_customer_support
Customer Support

TS36, I apologize for the issues you are having with your Network Extender. As someone who uses a Network Extender, I know how crucial it is for yours to work properly. You mentioned that we worked on your phone and Network Extender. Have you configured your router, so it can work with your Network Extender? Please review the "

How to Configure Routers for Network Extender" page.
Please let us know if this helped.
JacobG_VZW
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Re: iPhone 8 connects but drops from extender.
TS36
Member

The router was configured with default 10.0.0.xx with DMZ enabled for the extender.

I changed the router IP to the suggested 192.158.0.xx and enabled DMZ for the new extender IP.

No change. The extender still shows 0 connected devices, #48 says not connected to extender move closer, I am 6 feet away from it.

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Re: iPhone 8 connects but drops from extender.
vzw_customer_support
Customer Support

I appreciate you taking the time that you have with us. May I ask who is the manufacturer of your router and Internet Service Provider?

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Re: iPhone 8 connects but drops from extender.
TS36
Member

Service is provided by Xfinity - Comcast

Cable Modem / Router is Technicolor CGM4140COM (Xfinity X1 platform) 

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Re: iPhone 8 connects but drops from extender.
vzw_customer_support
Customer Support

Thanks for that confirmation. I have sent a Private Note so that we can review the network tickets so far on the account. Please reply to me there. Akane_VZW

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