Askey LTE Network Extender: Access Feature Option Issues in MyVerizon Website

[Fdbk]

Hi there @vzw_customer_support ,

Is there any update on the fix for the Access Type/Access List options found on the Manage Network Extender page accessed from the MyVerizon website?

Background: 

Users are experiencing the following conditions for the Askey LTE Extender (sFemto3/ASK-SFE116) - 

1) The "Edit" option links for Access Type/Access List on the Manage Network Extender page doesn't function correctly and reports errors "The first number you add to the list must be from your account.” "Your changes cannot be saved due to system error. Please try again later", "We’re experiencing a system issue and we’re unable to process your request. Please call us at 1.800.VERIZON for assistance." According to the logs it shows “error 99: Failed while associating CSG”

2) The "Edit" button links for Access Type/Access List are totally missing from the Manage Network Extender page. What have observed is that this seems to be due to the model being blank as it used to display the model as sFemto3 with the Edit buttons visible. If a device is missing its picture or model, certain features with MyVerizon aren't shown until that device is fully added internally.

Remarks: There is quite a history of this problem discussed on this platform. It was noted on a user's post (https://community.verizon.com/t5/Signal-boosters/LTE-Extender-won-t-switch-to-open/m-p/1753135) in May 2024 that your team was able to replicate the issue and the development team would work towards a fix.  However, it has been almost a year later, and we customers are still no closer to managing those settings. It was mentioned on another user's post (https://community.verizon.com/t5/Other-Network-Discussions/Network-extender-missing-quot-Edit-quot-l...) by agent that this feature has been removed.  Both FAQ article (https://www.verizon.com/support/4g-lte-network-extender-faqs) and 'Troubleshooter' (https://www.verizon.com/digital/nsa/nos/ui/troubleshooting/acss/lte-network-extender) that agents send talks about the ability to manage those access settings through MyVerizon. There are few users that still have open tickets with no updates while at the same time some users have this feature functionality. Can you please provide clarity on this issue?

Moreover, some other issues are:

1) The ”My devices” link on the Manage Network Extender page when clicked takes you to an error page that states “You are not authorized to perform this action.” rather than its intended page (Devices). 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 to MyVerizon.

2) On the Devices Overview page, it displays the wrong product image for the Askey. It shows the Samsung sFemto2 model but on the Manage Network Extender page it shows the correct product image. Even the Support page (https://www.verizon.com/support/4g-lte-network-extender-2/) for the Samsung sFemto2 displays the incorrect model picture (shows the 1st gen model).

Given all the above, some agents were able to verify all of these issues by emulating my instance but didn't have any explanation. No matter how many times the extender is removed from the account and added back or unregister/registered MyVerizon, the issues still remain.

[datapower]

Hello @Fdbk,
We understand the frustration surrounding the ongoing issues with managing Access Type/Access List settings for the Askey LTE Extender (sFemto3/ASK-SFE116) via MyVerizon.

Current Status & Known Issues

Based on previous discussions and reports, users continue to experience:

1. Non-functional "Edit" links—resulting in errors like:
• "The first number you add to the list must be from your account."
• "Your changes cannot be saved due to system error. Please try again later."
• "We’re experiencing a system issue and we’re unable to process your request. Please call us at 1.800.VERIZON for assistance."
• Error 99: Failed while associating CSG in logs.
2. Missing "Edit" buttons—which seems linked to the device model field being blank. When the model is missing, certain MyVerizon features fail to display properly.

Previous Updates & Lack of Resolution

• In May 2024, Verizon confirmed they replicated the issue and escalated it to the development team for a fix.
• However, nearly a year later, customers still cannot manage these settings, and some agents have stated the feature was removed.
• Despite this, Verizon’s FAQ and Troubleshooter pages still reference the ability to manage access settings.

Additional Issues

• "My Devices" link redirects to an error page ("You are not authorized to perform this action.").
• Incorrect product images—the Samsung sFemto2 model is displayed instead of the Askey LTE Extender on the Devices Overview page.

Next Steps & Request for Clarity

Given that some users still have open tickets with no updates, while others report partial functionality, we request official clarification on:

1. Is the Access Type/Access List feature permanently removed or still under repair?
2. If removed, why do official Verizon support pages still reference it?
3. What steps can affected users take to regain access or escalate their cases?

We appreciate any updates Verizon can provide to help resolve these long-standing issues.

[vzw_customer_support]

Hello datapower. We understand the need to get the issues corrected. We would like to try to duplicate the issues with you on your My Verizon account. I will be sending you a private message. 

-Erica

[jav6]

---

@vzw_customer_support wrote:

Hello datapower. We understand the need to get the issues corrected. We would like to try to duplicate the issues with you on your My Verizon account. I will be sending you a private message. 

-Erica

---

If you can do a 'screen share' for troubleshooting (maybe using Verizon Visual Assistance, Augmented Live Support | TechSee) you can readily see the issue on a customer's screen.  I'd be willing to show you this issue.  I doubt you will be able to do anything to resolve it short of escalating to a support group that handles the Verizon website and servers being accessed for network extender services.  These issues are years old.