No Access to 4G LTE Extender

[chicsani]

You

Hello Verizon Support,

I've reached out multiple times without resolution. When I log into my VZW account, my 4G LTE Extender isn't listed under "My devices." Consequently, I can't access it to change the state from open access to closed access. Although I can access the extender directly from the LAN, there are no local settings that allow me to make this change.

[vzw_customer_support]

I know how important it is to have some control over your Network Extender access, and I am here to help. You mentioned you've reached out a number of times without a resolution, and I want to make sure I can help find that resolution for you. What happened when you reached out for help? Were you provided with any options, if so, which?

-Joseph

[chicsani]

Hello, I am unable to change settings on my extender using the device overview page on the VZ web site.

There is no edit link available to click on to make changes.

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

thanks

[chicsani]

Hey VZW,

Still  looking for some help

[vzw_customer_support]

Hello. We are here to help. We sent a Private Message to assist. 

~Geo

[Fdbk]

Hi there, are you still having this problem? I haven't been able to the manage the Samsung sFemto2 or the Askey sFemto3 either. Which model do you have? When I was using the Samsung it showed the model as sFemto2 and the Edit options were visible but not functional while the Askey shows the incorrect model picture on the 'Devices' page while on the Manage page shows the correct model image but the model is blank and the Edit options aren't visible. Initially, when the Askey was added to the account it showed on the Manage page the model as sFemto3 with the Edit options visible but still not functional like the Samsung and when the extender was removed and added back the model became blank.  I have observed in MyVerizon where if the device model (or picture) is blank, certain options/features are not visible until that device is fully added in Verizon systems. 

[chicsani]

Hello, I've been dealing with this issue for over a year now. I originally submitted a customer support ticket in October 2024, and it remains active to this day. Despite escalating the matter twice to executive appeals, I still have no clarity on what the actual problem is or whether it will ever be resolved. At this point, I have little hope that a fix is coming.

Because of this frustrating experience, I’ve stopped recommending Verizon to friends and family. Once my contract ends, I have no plans to continue as a customer. Their tech support has been completely ineffective, and as of last month, they’ve stopped providing updates altogether—essentially leaving me in the dark about the lack of progress on resolving this issue.

[Fdbk]

Same here, I had two or more AYS tickets raised and cases but it went nowhere.  At one point, I had a agent from the Case Management team (that overseas the Support Requests) that was staying on top of the ticket but ultimately another agent took over the request and opened another AYS ticket to a higher level but after months of no updates from the team the agent basically told me themselves predicted that this feature wouldn't be functional and closed the case.  That ticket is still open. 

[vzw_customer_support]

Hi Fdbk, Thanks for bringing this to our attention. If your text issue has not been resolved at this point, please respond to the private note we'll send in order for us to find a resolution. -Red

[chicsani]

Hi FDBK,
I hope you don’t get too excited when support reaches out for their usual “prefunctory” assistance. As expected, there’s no one at their level of support who can actually resolve this, and someone should be working on it by now—if that kind of thing mattered. You’d think that after having support tickets open for months, someone at a higher level of management would get involved. But of course, it’s just a higher-level IT issue that no one can diagnose... or maybe they’d just rather not spend the time or resources to fix it. Typical.

Keep us updated on your issue.

[Fdbk]

Hello chicsani

If I learn something new I'll be sure to update the community!

The last case agent brushed it off as it wasn't a big deal and closed the case despite the ticket remaining open. A lot of agents seem to be unware of this issue and provide incorrect/contradicting information stating this feature was only for the 3g Extender models or the feature was removed while the FAQ and the troubleshooter they send and the announcement on here states otherwise. When they're presented with proof that the Samsung 4g models did in fact have this feature and it last worked in 2023 they want to blame it at the account level and state you can't have multiple extenders on your account (they're the one that sent out the Askey this year which also had the same issue even after removing the Samsung.) Been through the usual deactivate/reactivate MyVerizon process and remove/add extender back and even provided them the "error 99: Failed while associating CSG” when all those system errors were happening. A big clue that I find they don't have the extender part fully together in their system is my Askey (sFemto3) shows the Samsung 2nd gen (sFemto2) product image on the "Devices" in MyVerizon website while on the Manage page it shows the correct model picture but the model is blank (it did show the sFemto3 and the Edit options but they generated system errors) and the ”My devices” link on that page (which supposed to take you back the previous page where you can see all your devices) when clicked takes you to an error page that states “You are not authorized to perform this action.” However, you can manually click the back browser button to go back to the 'Devices' page or select any actions in the header on the error page fine to take you back to MyVerizon.  Also, the Support Overview page for the Samsung 2nd gen (sFemto2) shows the incorrect model picture of the Samsung 1st gen. I had a similar issue where one of my other devices wasn't showing the model or picture causing certain features to not be visible in MyVerizon as it didn't know what type of device it was. After months of that ticket, that issue was resolved internally. 

[vzw_customer_support]

Hello Fdbk, we want to make sure you have the steps to manage your network extender.  So we can better assist, we will be reachingout via Private Message. -Dee

[chicsani]

Little help would be appreciated

[vzw_customer_support]

Thanks for following up. Our goal is to help with your 4G LTE Network Extender. 

We sent you a Private Message. Please review at your earliest convenience.

~Gilbert