Network Extender Disappeared from "My Devices"

[hoffjan]

Unfortunately, I have a Verizon LTE Network Extender and this is a really rough experience. The unit itself is working fine but Verizon is not able to properly configure it. The problem has been described by others in this forum before.

If you want to configure the unit, some settings are accessible locally at a configuration website that you get to by navigating to the units IP address in your browser. However, some settings, such as controlling access to the extender, are only available on the Verizon website. To change these settings, you have to login to your account and navigate to "My Devices". The problem is that the network extender periodically disappears from the "My Devices" website. Then you cannot configure it anymore. When that happens you have to spend hours and days with the Verizon support until you find somebody who is able to get it back onto that list.  I recently got a new phone, and am now not able to use the extender since I'm not able to add the new phone to the extenders' list of allowed devices.  After many hours, I've had no luck with the Verizon support his time.

I'm a Verizon customer for over 12 years. I don't bother the customer support with trivial questions. I fact, I basically never use the customer support. I don't understand why a Verizon representative isn't able to say: "Hey, I don't know how to solve this problem but I'll pass it on to our tech time and they'll give you a call when they figured it out." Instead I have to "stay in the chat" for hours while the representative  doesn't have a clue what to do.

Is somebody here able to help me?

[vzw_customer_support]

You have come to the correct place for help with your Network Extender. To better assist, please tell us. Have you been able to restart the device? Are you having problems to connect it to other devices besides the new one?

~Maria

[hoffjan]

Thanks for your response. Yes, I have restarted it. That doesn't solve the problem. Right now, no device can connect to the network extender because only one device with white-listed, namely, my old phone, which I'm not using anymore.

The problem is that the network extender does not show up under "My Devices" on the Verizon website. This prevents me from changing its configuration.

Do you know how to get the network extender back to the list at "My Devices" on my account page on the website?

Thanks.

[vzw_customer_support]

Hi hoffjan. We want to clear up some confusion with the current Network Extender models. First connect to your home internet (requires speeds of at least 10 mbps down and 5 mbps up) and there is no whitelist. You will want to make sure wifi calling is turned off when connecting to the network extender which can be tested by dialing #48. Here is a helpful guide.

LTE Network Extender - Initial Connection Activation and Setup:  https://www.verizon.com/support/knowledge-base-234053/

-Deb

[hoffjan]

Hi Deb,

Thanks for your response. I have the Network Extender for 2 years already. I did set it up initially so only my phone can connect to it. This worked fine for two years. Now I have a new phone which doesn't connect anymore. the Network Extender is working fine. I can connect to the configuration page on my LAN. I am pretty sure the problem is that I cannot access the setup page as I described in my post and on this page:

https://www.verizon.com/support/knowledge-base-231937/

How can I carry out the steps in this knowledge base article without finding the extender under My Devices?

-- Jan

[vzw_customer_support]

Thanks so much for the reply, hoffjan. Let's take a closer look for further assistance. I have sent you a Private Message. 

-Natasha

[Tbone77]

Do you realize those chats are with AI and not a real person