4G LTE Network Extender call quality issues
xzackly
Enthusiast - Level 2

Hey.  I've got poor cell service at my home and I'm using a 4G LTE Network Extender.

Problem is incoming audio glitches in-and-out frequently during calls. Not ALWAYS, but generally for at least part of every call, where I hear only every other second of audio.  As far as I can tell, outgoing audio is fine; no one has ever complained.

Here are the answers to the questions you're likely to ask next:

1. Pixel 7, fully updated

2. 900mbps up and down, from my phone. Running a Deco mesh network.

3. No one else is hogging  bandwidth when the problem occurs. It happens when I'm the only one home and no other demands are placed on the network.

4. Extender is set to IPv4-IPv6 (hybrid), DHCP on, transmit power 100%.

5. Wi-fi calling is on, and I  see my phone connect to the Extender during test calls. Problem occurs regardless of distance to the Extender. 

6. Extender connects fine. 

Who's got a fix for me or something to try?

Thanks!

7. In all other ways, call quality is reliably fine. 

1 Solution
jav6
Champion - Level 3

@xzackly wrote:

Hey.  I've got poor cell service at my home and I'm using a 4G LTE Network Extender.

Problem is incoming audio glitches in-and-out frequently during calls. Not ALWAYS, but generally for at least part of every call, where I hear only every other second of audio.  As far as I can tell, outgoing audio is fine; no one has ever complained.

Here are the answers to the questions you're likely to ask next:

.

.

5. Wi-fi calling is on, and I  see my phone connect to the Extender during test calls. Problem occurs regardless of distance to the Extender. 

.

.


If you have WiFi calling ON, then WiFi is being used for the call and NOT the Network Extender.  You may still be connected to the Extender as shown by #48 but WiFi calling has precedence.  Turn OFF WiFi calling and test your calls which should go thru the extender.

...Just another VZW customer...trying to offer some assistance...

View solution in original post

9 Replies
xzackly
Enthusiast - Level 2

More info. My wife, who's using an iPhone, reports the opposite problem: people report trouble hearing her, but she hears them fine.

0 Likes
Reply
vzw_customer_support
Customer Service Rep

Hello. Thank you for reaching out to us on this platform. We appreciate all the insights. Please tell us, did you recently move the extender? How many devices are allowed to be connected to the extender? Tap on the link below to find common issues and solutions:

https://www.verizon.com/support/lte-network-extender-troubleshooting/

~Maria

0 Likes
Reply
xzackly
Enthusiast - Level 2

The Extender has been in a static, central location near a large window. We have two phones in the house most often and issue occurs when as few as one are connected. 

That link doesn't seem to contain any solutions to our issue, thanks.

0 Likes
Reply
vzw_customer_support
Customer Service Rep

Thank you for these details. Does this happen while being indoors? Does this happen with specific contacts?

~Geo

0 Likes
Reply
xzackly
Enthusiast - Level 2

It happens indoors and out. It happens regardless of whom I'm phoning. 

0 Likes
Reply
vzw_customer_support
Customer Service Rep

Thank you for the information. Does it happen with all the devices connected to the Extender?

 

~Maria

0 Likes
Reply
xzackly
Enthusiast - Level 2

Yes it happens with both our phones

0 Likes
Reply
vzw_customer_support
Customer Service Rep

Thanks for all the troubleshooting you have already done, xzackly. It sounds like we might have to dig deeper on this issue with some tools on your account. Since we will need account access to assist with this further, please be on the lookout for a private message from us to continue.

-Joseph

0 Likes
Reply
jav6
Champion - Level 3

@xzackly wrote:

Hey.  I've got poor cell service at my home and I'm using a 4G LTE Network Extender.

Problem is incoming audio glitches in-and-out frequently during calls. Not ALWAYS, but generally for at least part of every call, where I hear only every other second of audio.  As far as I can tell, outgoing audio is fine; no one has ever complained.

Here are the answers to the questions you're likely to ask next:

.

.

5. Wi-fi calling is on, and I  see my phone connect to the Extender during test calls. Problem occurs regardless of distance to the Extender. 

.

.


If you have WiFi calling ON, then WiFi is being used for the call and NOT the Network Extender.  You may still be connected to the Extender as shown by #48 but WiFi calling has precedence.  Turn OFF WiFi calling and test your calls which should go thru the extender.

...Just another VZW customer...trying to offer some assistance...