Question on setting up restricted access with my Network Extender
willyjp1
Enthusiast - Level 1

I have a new Verizon Network Extender.  At a new residence location, we found very poor Verizon connectivity with our Apple iPhone 13s (2 in the family).  Troubleshooting this with a support rep on chat, after some tests (he did something on "his end" that didn't help), he offered me a Network Extender at no charge, which I gladly accepted.

Setting up the Extender went well and both our phones went from 0-1, occasionally 2 bars to 4 full bars all the time.  Calling became much more reliable, although we sometimes still get static like noise on a call and experience clipping of words.  But no more inability to connect or dropped calls after connection.  

Because our location is in a dense townhouse development, I decided to set up the priority or preferred access limitation and entered our two phone numbers as the preferred "member" numbers.  

Since then, examining our connection record on the Extender (via IP address access thru my browser), I was surprised to see that 2/3rds of our usage is "non-member" or guest connections!  So I decided to restrict the access to just the two phones on our priority list.  When visit the Extender in myVerizon online in my Manage devices, and try to select "Closed" access in place of the present "Hybrid", my phone loses its connection to the Extender.  So then if I re-select "Hybrid" and enter that, my Extender restarts (reconnecting GPS, etc.) which takes about 10 minutes.  

So, I'm wondering:  What is the preferred procedure for changing access from Hybrid to Closed?  Do I need to create a NEW list of member phones or will the Closed Access use the existing preferred list that Hybrid uses?  It appeared that maybe that was the problem, as if I had "Closed" access and had no "white listed" phones?  I can't find a detailed explanation of the steps in your support literature  so I'd appreciate it if someone could lay out the steps I should use. Thanks for any help!

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vzw_customer_support
Customer Service Rep

 

We are still here to provide support. If you prefer, we do have other support channels that you can reach out to for assistance. You can review all of our support options here: https://www.verizonwireless.com/support/  ~Peter

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willyjp1
Enthusiast - Level 1

Frankly I’m bummed out by Verizon’s lack of response on this!  The first reply said a “private note” was being sent.  But I never received any message.  Today I went onto myVerizon to see if there was any change in the ability to manage my network extender & change the access and found that it is now MISSING from my device list!!  It seems to be working correctly but over 2  hours on Verizon support chat with 5 different reps (passed from one to another) failed to come up with an explanation or a suggestion other than reset to factory and start setup over, which takes an hour+ and no one was sure that would help!!  This device was provided to me by Verizon, so surely there’s someone there who understands how it works!!

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jav6
Champion - Level 3

@willyjp1 wrote:

Frankly I’m bummed out by Verizon’s lack of response on this!  The first reply said a “private note” was being sent.  But I never received any message.  Today I went onto myVerizon to see if there was any change in the ability to manage my network extender & change the access and found that it is now MISSING from my device list!!  It seems to be working correctly but over 2  hours on Verizon support chat with 5 different reps (passed from one to another) failed to come up with an explanation or a suggestion other than reset to factory and start setup over, which takes an hour+ and no one was sure that would help!!  This device was provided to me by Verizon, so surely there’s someone there who understands how it works!!


You're not alone regarding extenders not showing up as devices on our accounts.  There are numerous threads discussing this under 'Accessories'.  For several months now, the extenders are not showing on My Verizon->Account->My Devices->Device Overview which is where we are supposed to be able to manage the Access Mode (Closed, Open, Hybrid) and Access Lists.  No Verizon Agents have found out why they disappeared.

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

I’m saddened you’ve been having trouble. We’ve sent a Private Note so that we can assist further.

-John

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