My Samsung Verizon 4G LTE Network Extender quit working this morning.
DNS & Location Assistance are Reachable but IPSec is Not Reachable.
I did a power cycle and system reset but no success. Unit shows it stuck on step 9 of 14. (Device not activated).
Internet works fine with no recent updates or changes. Firewall software doesn't list any issues either.
Current Operational Status : Authentication failure to Initial Network. Device is not provisioned. Please contact Verizon Wireless Customer Care for further assistance
Operational Status: Not In-service
We're sorry about the issues you're having with your Network Extender. The 4G LTE Network Extender 2 is still supported, so you're good.
We recommend going through troubleshooting using this link first: https://www.verizon.com/digital/nsa/nos/ui/troubleshooting/acss/4g-lte-network-extender-2#/ Please search for "Network Extender not able to complete initial activation" and follow the steps provided. Please make sure you sign into your My Verizon account so the troubleshooting is saved as well.
Wi-Fi Calling does need to be off for the phone to connect to the extender.
If you continue to have issues, please let us know and we can take a closer look at your account to make sure everything is provisioned properly there. We look forward to your response!
~Jesse
To the VZ Rep, Jesse:
I did another chat with support last night for about 2 hours. We factory reset, yet again. The extender goes through all the steps, sets up just fine and it says "In Service." However, there's zero bars on my phone and when I dial #48, it says that I'm not under Network Extender coverage. When I turn WiFi calling off, I can't even dial #48, it just says "Call Failed." When I turn WiFi calling back on, I'm able to dial #48 but it still says I'm not under Network Extender coverage.
When I log onto the Admin webpage, I notice the Alarm of "SYS MME_COMMUNICATION_FAIL. The 4G LTE Network Extender cannot communicate with backend servers." Yet, the Extender continues to say it's In Service. I've power cycled my phone a ton, stood right next to the Extender and it continues to give me zero bars of service. No changes to my router at all. And here's the very odd part: when I unplug the Extender, I get 1 bar of service, maybe 2 bars if I stand next to a window. When I plug the Extender back in and try to connect to it, it says In Service but my phone goes back to zero bars and continues to give me the recording of "You are not under Network Extender coverage" when I dial #48. The support rep I chatted with last night put in a ticket for further investigation (NRB000011557636). The issue is that I can't leave this Extender plugged in and powered on for it to give some sort of interference and give me zero bars of service and wait while this ticket is worked. I will need to unplug it so I can ping the nearest tower and at least get 1 bar of service, otherwise I won't get any service at all. I believe this Extender has gone faulty and hopefully a replacement can be sent out.
My device is a loaner from VZ due to the area I live in and the tall pine trees blocking cell towers. Verizon sent it to me free of charge.
I have fiber internet via BrightSpeed. It is 1 gig up and down. I have confirmed it is working well, no loss.
My extender is the Samsung 4G LTE Network Extender 2 (SLS-BU108) made in Feb, 2018
Calling #48 states I am NOT under extender coverage. The extender (and I have tried many times) gets stuck on step 11b of 14 and displays "setting up Device Please Wait..." and it shows connection to 11 gps satellites.
If I am interpreting this thread correctly, it seems verizon may have stopped supporting the device? (which would explain why it suddently isn't working).
I'd say call me, but my service is quite poor without the extender. Also, I have tried "wi-fi calling" after calling verizon support a couple weeks ago, but it is not very good either. The extender used to work well though.
Thank you,
Still awaiting response from a Verizon rep, please
I like that idea too
We're sorry to read that your extender has not been working properly. Were there any changes to your router? Have you tried restarting the router when initially setting up the extender? ~Peter
Kind of a strange thing, but itโs started working again now. It hasnโt worked for about a month, Iโve tried it several times, and it would not activate. Yesterday I plugged it in again, right into working!
Glad to read that its working now! Have you been able to make calls with it? Everything is working fine? ~Peter
@gopherdoctor wrote:Kind of a strange thing, but itโs started working again now. It hasnโt worked for about a month, Iโve tried it several times, and it would not activate. Yesterday I plugged it in again, right into working!
Could be that the server it is connecting to was rebooted or its/some database was refreshed allowing it to reconnect to your device properly.
My device is a loaner from VZ due to the area I live in and the tall pine trees blocking cell towers. Verizon sent it to me free of charge.
Thanks for those details, LowcountryBuckeye. It will likely take at least a few business days for that network ticket to be worked. After power cycling your phone, do you get a "not under Network Extender Coverage" message when calling #48 and not connected to WiFi? Can you please confirm your Network Extender model/SKU?
-Lauren
Hey Lauren:
When I dial #48 and not connected to WiFi, I still get the recording that says I'm not under Network Extender coverage, even though my phone is right next to it.
Network Extender SKU: SLS-BU10B
Thanks,
Andy
Gotcha, thanks for trying that, LowcountryBuckeye. I know you are concerned about service while waiting for the network ticket to be worked. To clarify, are you getting no connection and unable to make calls when WiFi and WiFi Calling is turned on? If so, does it improve at all if also turning on airplane mode with WiFi?
-Lauren
I take it back, my extender is still not quite performing right. It is connecting and activating, but it sounds very โdigitizedโ and is still dropping calls that it didnโt seem to do a month ago.
I take it back, my extender is still not quite performing right. It is connecting and activating, but it sounds very โdigitizedโ and is still dropping calls that it didnโt seem to do a month ago.
Also, I tried Wi-Fi calling, and it does not work well. As you noted, though, if I turn on airplane mode, it does improve it. Unfortunately, itโs not very practical to walk around my home constantly an airplane mode.
Solutions?
well, this Iโll go away if I just buy the most recent network extender that Verizon sells? (need to do something to get service back, reliability!)
I appreciate you reaching back out, Gopherdoctor. The BU-108 is not a model that has been flagged for retirement so I'm apprehensive to jump directly into you buying a new one. You mentioned that Wi-Fi calling is hit or miss as well. Have you run a speedtest recently for your home internet? If so what were the results?
-Melissa
Actually, the Wi-Fi calling works well if I have the phone on airplane mode and itโs not using any cellular data. If I take it off airplane mode, though, it will drop calls. Iโm thinking itโs because I have intermittent connection to the Verizon network
I have one gigabyte up and one gigabyte down fiber. When I run a speed test, it runs reliably at at least 200 MB per second on my Wi-Fi, and almost a full 900 up and down on my wired/ethernet
Thank you for those additional details, Gohperdoctor. When using the Network Extender, have you confirmed the Wi-Fi calling is off? Do you know if anyone else has gotten the same connectivity issues?
-Melissa
Have you restarted the router as well when restarting the extender? Has there been a change in the location of the extender? ~Peter
Yes, Iโve restarted everything. No change to the location of the router or extender.
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