Network Extenders no longer appear under My Devices
DAVFOW55
Enthusiast - Level 2

I want to change my Verizon Network Extender from Closed mode to Hybrid mode.   Previously to do that I would access that setting from the "My Devices" page under my Verizon Account.    Recently Verizon changed that page and the Network Extenders no longer show under "My Devices".   It only shows my mobile phones.     How do we manage our network extenders under the newly redesigned Verizon website?

18 Replies
vzw_customer_support
Customer Service Rep

We want to make sure you're able to make changes to your Network Extender. Here's a link for the steps to make the changes you're looking for: https://www.verizon.com/support/knowledge-base-231937/

~Jesse

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DAVFOW55
Enthusiast - Level 2

Thanks for the information but I already know how to do this.    The problem is on step 3 of the link you sent.   From the 'My devices' section, click  Details  under the Network Extender image.   The Network Extenders that are registered to my account no longer show under the "My Devices" section.    The 'My Devices" section shows only the phones that are registered to my account.

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chill30217
Enthusiast - Level 2

You are correct.  I was able to see mine in the device section in the account until about 2 weeks ago.  All of a sudden it disappeared, and no one knows why. I'm having the exact problem you are.   Every time I call tech support, they act like I'm crazy and don't have a clue as to what I'm talking about.  Thats why I came in here to see if I could get an answer.  So, I see that I'm not the only one to experience this.  Maybe they will get it fixed soon.  I hope so.

bigPablito
Enthusiast - Level 1

I just finished over 2 hours of online chat with a "technical specialist" to try to get the device back onto myverizon. The number of times I was told to either log into the admin page (which I repeatedly explained I had been on for hours, and the settings are not adjustable there), or sent to the instructions from the support page that clearly don't work if there is no device on the page, or at times told flat out "You cannot adjust the settings on the extender," to which I then sent the same link to the same support instructions to prove otherwise - I feel like I'm in a tech support nightmare.

At one point after a couple of hours I was sent a link to other instructions that when clicked instead signed me out of my account, seemingly strategically.  I'm not sure if it was employee incompetence, or maybe I'd somehow convinced a support bot (or human?) to start gaslighting me on this stuff, or if support was just hoping to waste my time long enough to make me just give up (that one worked).

I do hope to be able to change this extender to "closed" at some point in the future - not loving just having open access in a crowded area. But I find comfort in the solidarity, perhaps soon they will move from "you're wrong, not true, here's a link that is irrelevant, what do you want?" to "this is a problem that we are working to solve, thank you for your patience." 

chill30217
Enthusiast - Level 2

I feel your pain.  I'm going through the same thing with mine.  The Samsung Network Extenders could be changed on the unit itself, but these new one they are using has to be done from withing your account.  No one can explain why it used to show up now it's gone.  Oh well, I guess one day someone will figure it out and fix it.

Remote2
Enthusiast - Level 1

Spent 3 hrs with level 2 support. He could see the extender in their system but could not figure out how to give me access.  I asked support to change it to closed but he was not able to get his system to change it to closed.  Looks like the system update has locked up functionally of the extenders. I wish they had not discontinued the Samsung extenders. They were a lot better than the new square units. 

DAVFOW55
Enthusiast - Level 2

Thanks everyone for trying.  I have had no luck getting Verizon to understand this problem either.  I guess no Verizon employees actually use a network extender on their own personal account.   One day they will fix it, maybe I'll still be a customer at that time.

vzw_customer_support
Customer Service Rep

We want to make sure you're able to use your Network Extender just how you want it and we're sorry to hear it's not showing up under My Devices. We're going to send you a Private Note so we can help.

~Jesse

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chill30217
Enthusiast - Level 2

OK

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chill30217
Enthusiast - Level 2

I've made call after call to tech support about this and every time I get the same treatment.  They ain't got a clue.  I even had a support agent tell me to change the password on my wireless router to keep other phones from connecting my network.  Some years ago their canned response was to factory reset your phone.  Every time someone calls they get a different answer and every answer is always the wrong one.  

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DAVFOW55
Enthusiast - Level 2

After reading your latest note, I thought I would try again as well.    No luck.   I can't get them to understand what we are saying.   They keep directing me to the admin screen of the network extender, but there is no place to change the Access Type / Mode (Open, Closed or Hybrid).   It shows what it's set too on that page, but no ability to change it.    When I direct them to the link that shows to make the changes from the "my Devices" page of my account, they say that link is out dated and  no longer supported.   So apparently my network extender is now permanently in Closed mode.   Crazy.   I tried several times to ask them to direct me or my problem to someone who specialized in the Network extender technology, but they kept telling me I had reached the highest of levels.  lol   OK.

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vzw_customer_support
Customer Service Rep

We're terribly sorry for the issues you're encountering. We would like to help. Can you please elaborate further on your issues with your network extender. Please take a look at the following link to see if it helps: https://www.verizon.com/support/knowledge-base-202294/

~Ivone

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chill30217
Enthusiast - Level 2

Not even close.  I'm connected to it.  Thats not the problem.  I can't manage the access to it anymore because it no longer shows in My Devices in the account.  Try the link that  provide.  This is what I'm talking about.  If I were to move into an apartment complex or a neighborhood that has a concertation of Verizon users, then chances are that I can't connect to it due to it only accepting 14 users.  When this account was started, and the unit was shipped to the house it showed on the account until Aug 21 and then it disappeared.  

My Verizon Website - Add Contacts in Managed Access - LTE Network Extender

 

 

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chill30217
Enthusiast - Level 2

OK the site seems to be fixed.  I looked in the account and there was the Network Extender.  I tried all the settings and it worked just fine.  Thanks Verizon.

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jav6
Champion - Level 3

@chill30217 wrote:

OK the site seems to be fixed.  I looked in the account and there was the Network Extender.  I tried all the settings and it worked just fine.  Thanks Verizon.


The site does show Network Extenders now, however it is not working cleanly for me.   It still shows all my OLD retired 3G extenders from years past that I had tried to get removed from the site to no avail. Managing the current 4G extenders access mode fails.  Trying to change the default 'Network Extender' name displayed to something descriptive fails.

It appears this is still a 'work in progress' with many website bugs regarding 'My Devices' and Network Extenders.

...Just another VZW customer...trying to offer some assistance...
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vzw_customer_support
Customer Service Rep

We appreciate the additional details! It is definitely unusual that it is not showing, but we would like to further look into this to better assist you. We will be sending you a private note shortly.

~Freddy

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chill30217
Enthusiast - Level 2

I'm having the same problem.  I have one of the newer models as shown,  The Samsung model could be changed on the unit itself  thru the Web Admin GUI.Network Extender.png

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vzw_customer_support
Customer Service Rep
chill30217, we're sorry to hear that you're having the same issue of your Network Extender not showing up. We're going to send you a Private Note so we can gather more details.

~Jesse

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