Need help getting my Verizon Network Extender to work again

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  • Updated 9 months ago
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While on the phone with Tec Tier 3 Chat, I mentioned to the technician that my Verizon Network Extender kept reading "roaming" on my devices and it cuts in and out and at times disconnects dropping the mobile connection. I explained that my mobile phone is my only phone at the present time and I live in the mountains where cell service is not available unless using VoIP. That being said, he got some information, did some changes on my modem on his back end side and while he was doing that my network extender quit working all together and the chat with him got disconnected. I need this fixed. It worked better before I called than now that it does not work at all!  

The worst is that after that, I reached out to customer service via chat, and I was told that I need to call in from my home in order to get help. Exede's chat support cannot connect me to Tier 3, so the representative contacted Tier 2, and they refused to connect me to Tier 3 unless I was on the phone. This kind of service to customers is unacceptable. I need someone to fix whatever was done to make my Network Extender that made it quit working. 

On another note, I also notice the speeds fluctuate from 3 mbps to 20 mbps hen I'm paying for a 25 mbps speeds. During peak hours its hard to do anything as my speeds don't exceed 5 mbps. What I don't understand is that my first two weeks of service were pretty good and the last two weeks have been horrible. I was told that Exude was superior to other carriers and that they don't put as many people on one beam, yet the other day when I called there were 99,280 people on one beam, therefore, that explaining the slow speeds. 

Just extremely frustrated. Please someone help. 
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Marie

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Posted 9 months ago

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Marie

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I need the settings on the modem reverted back to what they were prior to the Network Extender not working. ... and Yes, I've unplugged everything in the proper steps to re-set it and nothing is working like it should. .. This Network Extender works great on all other internet services I've had except for the satellite - keeps reading "roaming". It is a plug and play system that should not need any setting adjustments on it. I work at Verizon and deal with these all the time, so I'm not a rookie with this product. 
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Bev, Champion

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First, speed are UP TO, and yes that means slower speeds if you have used all of your data for the month or, during times of peak congestion on your beam. 

Wouldn't roaming indicate a poor cellular signal and, a stronger one from a roaming tower? perhaps another carrier upgraded a tower and, that one is providing a signal that overrides Verizon's. that or Roaming needs to be turned off so that it cannot roam.
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Marie

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I have the 150 GB plan and I have about 100 GB available left. Roaming on a network extender should not occur as it converts the calls to VoIP. That's all the network extender does. I used this same network extender in an area with no cell coverage using a DSL connection and the phone would say "Network Extender" instead of "Roam". I am curious as to why it reads differently when using a Satellite service. Verizon does not charge roaming in the US, so it's not like I'll be billed extra, however, the extender's connection with Exude keeps disconnecting and reconnecting on its own and does not stay on steady as it does when used with a DSL connection. That is what I was trying to resolve today when changes were made and got it all disconnected. I have gotten the extender to connect again but it still reads "roam" on my phone and it disconnects the signal to the phone every few minutes. The calls still have an echo and some times are choppy. My brother lives a street over from me and has the same issues with Exede and his booster. So I wonder what the difference is that it does not perform the same as with DSL?
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Marie

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By the way, I forgot to answer your question about roaming. Roaming is when a person is using their mobile device outside of their company's coverage area such as when you leave the country and use a different carrier overseas. In the US the cell companies have partnership agreements so that an individual who resides in the US and has a US phone number does not roam in the entire country. This is true for most carriers except for Sprint unless they've updated since I last checked their fine print on roaming. 
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Judge and Jury

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I'd be looking at the network map in the router (if it has this feature) to get the local IP address of the Micro-cell (or whatever it is named).  Go to the WAN settings and look for a tab that says "DMZ" and enter the Micro-cell local IP there and enable DMZ for that address/device.  If that makes it work then proper port forwarding and triggering should be set and the DMZ disabled.

This may not make it work, but it's worth a try anyway.
 
It also may be showing roaming because the micro-cell is not a registered Verizon cell tower.  After the Micro-cell is registered with Verizon the roaming should disappear within a few hours.  Also don't forget the e911 address must be registered with Verizon or they are forbidden by law to allow the device to work.
 
 See FCC "E911 rules"  HERE
 
 
(Edited)
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Marie

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Thanks. I will keep that in mind. I got the extender to "work" for now. It took me a while playing with settings, etc. It still cuts in and out so not perfect but better than nothing at all. ugh. lol
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Judge and Jury

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You might be working within a courtesy window of time to get the thing registered.
 
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Marie

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What are you referring to?
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Judge and Jury

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Registering the unit with Verizon as a remote MicroCell so their system recognizes it and registering it's physical address with Verizon for the 911 system. This is probably a 2-step process but who knows, maybe they can take care of both at the same time.
 
If they let you continue to use it the penalty is about $10,000 - on them for allowing it to work unregistered.  The FCC is quite serious about this.
 
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Marie

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I've been using this unit for about 4 yrs now. I bought it directly from Verizon. So I'm not sure why it would not be registered...?