Cannot manage LTE Network Extender in My Verizon

[kizza]

After a day of my own searching, I was finally able to figure out that Verizon offers a Closed mode to prevent everyone in the neighborhood from taking over your private internet connection.  This is the most error prone, poorly designed device I have ever used in my life.

Unfortunately, the button on their website sends you to a broken URL with a server name that doesn't exist.  I don't know if this is temporary or not, but when I do try to click Manage to access these settings, I end up with an error that "myvpostpay-gz-walb.verizon.com’s DNS address could not be found".

I swear, Verizon is another example of the end of our society as we used to know it.  The entire company is a disconnected mess, and trying to get something you're actually paying good money to use working is apparently asking too much.

[vzw_customer_support]

Happy Tuesday! Being on top of your servcie is important. We are here to help with your LTE Network Extender. When did the issue start? What changes have you made? Aside from the settings issues, any other problems?

~Gilbert

[kizza]

With all due respect, this is a boilerplate answer that does not address my question very well.

My issue with with the My Verizon website, where I am unable to manage my LTE Network Extender.  I do not think there are any problems with the device itself, or at least there will not be once I can go into My Verizon and put the device into Closed mode.

I do not want it to operate in Open mode - that's not acceptable to me.  I do not want to open up my home internet service to the world, and I am not funding backhaul for Verizon just because our neighborhood has poor coverage.

The problem needs to be fixed somewhere in the My Verizon management interface (i.e. the website).  I have no idea how to get that deep into the machine to make them fix this, but it's totally broken right now.

[vzw_customer_support]

kizza, we want to do all we can to help, and appreciate all the information you've shared with us. We want to make sure we're providing you with the answers you need. While older extenders did offer this capability, it is no longer an option for newer models. What is the model number you see on your device?

~Izzy

[jav6]

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@vzw_customer_support wrote:

kizza, we want to do all we can to help, and appreciate all the information you've shared with us. We want to make sure we're providing you with the answers you need. While older extenders did offer this capability, it is no longer an option for newer models. What is the model number you see on your device?

~Izzy

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The 'Older' extenders are no longer supported on the Verizon Network, only the New 4G LTE Extenders.  If the 'Newer' extenders are supported on the network, then why are they not supported on the website for management?  If they are not able to be managed due to their software, then state that and REMOVE the option from the Verizon website!!!!

[kizza]

This is absolutely true - as a bare minimum for what Verizon can/should do.

Although I will still take issue directly with Verizon that the device should never work this way, and this way only.  I cannot imagine a personally owned device, connected to personally owned internet service, which operates as an open access basestation which can be used by everyone in the world with a Verizon SIM.  There is no way whatsoever I am going to pay for providing this service to Verizon on my dime.

[scottc98]

This exact issue right here is what is wrong with Verizon and their support.   If they expect these to run in open mode, they can partner with local internet providers.....pay for the ISP circuit and provide ample cell signal to their customer base.   These units (ASK-SF116) can ONLY connect verizon customers and I concur that there is NO WAY I'm going to pay to make their service work in my neighborhood!     

I've being working with verizon techs for 2 weeks now on these units and now on my 2nd one.    There is clearly an issue with the support documentation provided to the call center folks and they do not have the technical info to help out.    

Here are a few issues/points i can share on my experience with this unit:

1.  Have a queue for customers to be routed to for these network extenders
   1. These are clearly not common devices people call in for and it does your customers more harm than good to repeat basic questions that have either been answered or have NOTHING to do with the issue at hand.
      1. Let customers speak with staff that are familiar and can better assist.
2. If you tell a customer you will call them back.....CALL THEM BACK!    I've been told three different times I would get a call back for followup and each time I had to initiate a call.   That's just bad service 
3. Be more clear with your customers on how to activate this service.   I spent more time having some person tell me it's my ISP causing the problem when I had firewall logs, packet captures and full management of my devices that says otherwise.   I do this for a living!    
   1. It was clear as I advised them that they have a backend registration problem and why the unit wouldn't fully activate service.    
      1. 6 hours later after that call.......it registered after they opened an internal service now ticket to their engineering team 🙂
4. Understand on how customers access control of the device.
   1. To change the modes (Open, Hybrid, Closed) and to  create/apply the access list is done from the verizon customer portal.   It is NOT on the device directly (Which I will say is a HUGE flaw)
   2. There is consistent issues with the access list using the portal.  Every change of adding/removing  an entry error out; but may show after refreshing the page.  There is no way to know if a number is actually applied or not
      1. I have simulated this with Verizon on the phone and they can reproduce it.   Awaiting engineering team now to actually validate the list and allow my unit to be closed with my provided #'s while they fix this for all customers.
      2. The lack of visibility on the direct GUI on the unit, let alone the lack of ability to configure this list directly, is massive coding flaw.    There is no logs to access what phone numbers are actually connected to the unit (whether is a priority one verse open one in hybrid mode or just knowing who is using your unit).    This lack of visibility and with the bugs within the verzion portal, there is no way to confirm 'what' list and 'what' #s are actually applied. 
         1. I highly suggest that connection visibility is improved so we all  (Including verizon techs) can see and troubleshoot better.   The stats are there....dont hide it.        And please let us configure the access list and mode direct from the device GUI.    It's in our home....on our own network....let us manage directly please.

[scottc98]

I have had multiple cases opened and closed by Verizon on this issue; including sessions proving the issue to be related to their own internal portal/server communication to update any network extender whitelists.    3 months now  and no resolution.   The opening/closing of tickets is probably the most frustrating piece of this, especially since it took about 40 days to get one Vz person who really seemed to understand and provided me with consistent updates.    Now, it seems it passes back and forth with internal service now tickets to various VZ network and engineering teams pointing fingers back and forth; even pointing to service guides that we have proven with screen shots to be not working in their portal!

It is completely wrong and unfair to put the front line VZ techs in a position to provide updates and back/forth here.......a simple call with VZ engineering can work this issue out!

1)   DO NOT force customer to use the Verizon portal to manage the mode (open/hybrid/closed).   Your portal is broken, it's clear and the lack of support to fix it as disabled customers from properly using the unit.      Work with your  manufacturer and provide a firmware update to allow for local management of this service.

2)   Provide real stats with in the extender.   Having now visibility to 'what' phone numbers are connected is just wrong and blinds both VZ/customer from troubleshooting.   Allow for logs to be exported and diagnostic data that VZ engineering can actually use and fix the issues.      75% of the length of my ticket(s) is due to simple data gathering and directing to the correct department.   It is beyond ridiculousness !

I really hope there is some VZ customer support monitoring this.    There has to be some chronic and/or higher tiered support group that this can be moved to.  

[scottc98]

Correction:    

• Having no visibility to 'what' phone number
• It is completely wrong and unfair to put the front line VZ techs in a position to provide updates and back/forth here.......a simple brokered call with VZ engineering and customer can work this issue out!     I've requested a conference call multiple times and can't understand how we have not once be able to interface with them.    Not asking for a direct line...just schedule a call and have them see the issues first hand!

[Fdbk]

I've also been through the same ordeal with cases and tickets since Dec. Last agent after escalating ticket to a higher level and no updates advised that they predicted this feature will not be functional. 

[kizza]

Nothing is labeled as a "model number" from what I can see.  It's a Verizon branded LTE Network Extender (despite the fact that the image on the website is for a Samsung device... sigh).  This is what is on the label for mine.

SKU: ASK-SFE116
Date Code: 20230926

On the device's management page, the SW version is GA5.14 V0.5.014.1657.

[jav6]

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@kizza wrote:

SKU: ASK-SFE116
Date Code: 20230926

On the device's management page, the SW version is GA5.14 V0.5.014.1657.

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@vzw_customer_support 

I've received a 'NEW' ASK-SFE116 to replace the old Samsung, and its manufacture Date Dode is 20231211.  The software it came with is GA5.11 V0.5.011.1322.  The device connects and works fine but doesn't communicate with my Android phone to show the little 'house' icon when connected to the extender.  This icon DOES show on my other ASK-SFE116 with Date Code 20220521 and software GA5.14 V0.5.014.1657.  I've worked with tech support to try to get the software updated but everything has been unsuccessful.  For whatever reason (some of) the new devices are loaded with what appears to be OLD software and cannot be updated.