Verizon LTE Network Extender Error 5A
teleroberto
Enthusiast - Level 1

Hello everyone,

I have a Verizon LTE Network Extender ASK-SFE116 that was provided to me a year ago by Verizon.  It worked great as I could make and receive calls in my house.

About a 10 months ago, I went from the 'consumer account' to a pre-paid  Total By Verizon account.   I fully expected the Extender to work, since it was on the same Verizon network.  That was not the case.

A week ago, I went back to 'Big Verizon'.  I ordered the SIM card for the iPHONE 12, installed, activated.  Works OK, but cannot make / receive calls in my houses (thus the original need for the extender).  I did not again realize the differences between a pre-paid account vs. a post-paid account when I ported-in my number.

I have been through 10's of hours of chat, on the phone,  and even (upon the direction of Tier 2 support) went to a Verizon retail store.  The T2 support assured me they in the retail store could resolve my problem.  They were totally clueless.

All levels of support have assured me the NE was added as a device, including the MAC address, to my pre-paid account.  Unfortunately, I cannot log into my account due to yet unresolved issues.

Disappointed by at least 3 customer representatives committed to call me back (on my land line since I can't get cell service in my house).  None have.

I am at my wit's end!  I've invested too many hours, traveled to the Verizon store, awaited for call backs that never came.

The Net-Net: 

1.) Can the Verizon NE be added to a pre-paid account, or ONLY to a post-paid account? 

2.) Who can add the MAC address of the device to my account?

If the answer to 1 is 'only a post-paid consumer account'... then I'll give up and move on to ATT

PS:  Don't  steer us into a ditch asking about router port settings, GPS, etc... My home network has not changed in over 2+ years, and the unit tells me it observes 10+ satellites.

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vzw_customer_support
Customer Service Rep

We're sorry to hear that you've been through so much in trying to get your network extender working, teleroberto. I know how important it is to have reliable service in your home, as I would demand the same thing myself. Unfortunately, network extenders are not available with prepaid accounts. 

The great news is that Wi-Fi calling is a solution that is available for Prepaid accounts, and it does the same job as the network extender. Learn more about Wi-Fi calling here: https://www.verizon.com/support/wifi-calling-faqs/

I hope that this information helps to answer your questions.

-Joseph

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