Replacement Network Extender - outgoing data is garbled and calls drop frequently

[bsk2]

My previous network extender worked very well.  This replacement has gotten worse and worse.   People I call indicate that I am totally garbled and unintelligible.  On other calls, I will get "call failed" about 10 seconds after the person on the other end of the line say that I have gone silent.

I have done a Wireshark packet trace and when I get the "call failed" message, the network extender has stopped sending out packets - would certainly explain why the other end of the call can no longer hear me.

If I reboot daily, works ok. - but not a good solution.

This started the week we installed the new network extender and has gotten much worse over time.

Bad network extender?  How do I go about getting it replaced?

[SynthpopAddict]

I've never needed to use an extender, but it's my understanding they hook up to an ISP's equipment and then run off of WiFi, so then you need to have your phone enabled for WiFi calling in order for the extender to be working properly?

Someone posted some months ago that they found out their WiFi needed to be at 2.4 GHz and not 5 GHz for their WiFi calling to work.

[jav6]

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@SynthpopAddict wrote:

I've never needed to use an extender, but it's my understanding they hook up to an ISP's equipment and then run off of WiFi, so then you need to have your phone enabled for WiFi calling in order for the extender to be working properly?

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Wrong.  The Verizon 4G LTE Network Extenders connect to the home router via an ethernet LAN cable and use the internet connection to route calls to/from the Verizon network.  The extender has nothing to do with WiFi as it provides a local cell signal via a mini cell tower.  As for WiFi calling, if you have WiFi, internet and a compatible phone, you can use WiFi calling instead of Cellular (Cell tower or extender). You may have to disable/turn off your extender to use WiFi calling in home.

[SynthpopAddict]

Thanks for the info @jav6 .  With what the OP is describing, I'm wondering if there's some kind of conflict with the extender and their router which is causing the packets coming from the extender to get blocked.  I'm not a serious techie; would you happen to know more?

[bsk2]

I have had a network extender for many years - this is our 5th.  The last one became obsolete and Verizon required it to be replaced.  I have never had any issues prior to this network extender. 

[vzw_customer_support · Accepted solution]

Hey dsk2, I appreciate all the effort you've already put into this from a troubleshooting standpoint, and I would be happy to help. As some have mentioned, Wi-Fi calling is a great option as well to avoid the extra equipment. Learn more about Wi-Fi calling here: https://www.verizon.com/support/wifi-calling-faqs/

Otherwise, I'll need account access to assist, so please be on the lookout for a private message from us.

-Joseph