Network extender closed access list

[CGMA60]

I have a network extender from Verizon and it shows up under My Devices.  I used it in a condo my wife used to own in Las Vegas for several years and at one time it worked (even though I did have an issue with it being in Open mode).  I ended up moving her to Michigan and have poor signal at the new place here too.  I booted it up and it went through connections fine but it is in Closed mode.  

I am not able to change it out of Closed mode as I get the error "Your changes cannot be saved due to system error. Please try again later." 

I am also unable to add any contacts in order to create an access list:

Hybrid Mode option seems to try and create an access list (I named it "Testing four" here) but it does not recognize any number I put in (I have 9 numbers on my account).

I can access the webpage just fine and it seems in working order

[CGMA60]

Also, I am not able to delete out the default empty access list.  It states if I do this then it will revert to Open Mode but I get an error when I press delete.

[vzw_customer_support]

Good to hear your Extender is working. Just to clarify, when calling #48 do you hear a message that you are connected to your network Extender? To make sure we're on the same page, are you looking to create a whitelist?

-Lauren

[CGMA60]

No, the extender indicates that no phones are utilizing it even though the status page says the extender is functioning.   When I dial #48 I get the recorded message "You're not under extender network coverage.  Please move closer..." even though I am right next to the extender. The screenshot in my first message indicates zero connections and that it is in closed mode.  I am able to start a whitelist in Hybrid mode but am unable to add any phone numbers from my account, including my own.  I am also unable to create a whitelist for closed mode at all as shown in the screenshots.  The Verizon webpage keeps stating there is an error when I try

[CGMA60]

Interesting development. Just got an error message that I have not seen before when I tried putting my wife's number in: " It looks like you’re using an older SIM card that’s not compatible with this network extender. " You can replace it with a new SIM card to connect.  Do you have directions for how to change out the SIM card?

What is also interesting is that is the only number out of the 9 on my account that gives the error message about replacing the SIM card.  The rest state that there is an error and to call Verizon.

[vzw_customer_support]

Hello, CGMA60. Thanks so much for this info and your efforts to resolve this. Help is here. How long have you had the extender? Did it work previously? 

-Natasha

[CGMA60]

I think I have had it over 5 years. Yes it worked previously.

[vzw_customer_support]

Thank you for this info. CGMA60. Could you take a look at the extender and provide the model number? 

-Natasha

[CGMA60]

The model number is SLS-BU10B.

[vzw_customer_support]

CGMA60, thank you for the info. Can you please try to factory data reset the Network Extender using these steps: https://www.verizon.com/support/knowledge-base-215976/

~Jesse

[Ny277]

I am having the same issue (and it looks like others are as well based on another post).

I tried a factory reset and that didn't work

[vzw_customer_support]

Thanks for that information, I'm sorry, we're unable to see images/attachments on this platform. What issue are you running into when trying to add your number in Hybrid/Closed Access? What model phones are you and your wife currently using? If you power your phone off and back on and then call #48 (when not connected to WiFi), are you able to connect to the Network extender?

-Lauren

[vzw_customer_support]

@CGMA60  wrote: I booted it up and it went through connections fine but it is in Closed mode.  

Hey there, I'm sorry you're having trouble with the Network Extender. To get started with some troubleshooting tips to help see what up, can you confirm if the extender is working and phones are connecting with it? Also which model of Network Extender are you using? 

-John

[CGMA60]

Yep it is working. Shows zero connections. Model is SLS-BU10B