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4G LTE Network Extender for Enterprise FAQs

General Information
  1. What is the Verizon Wireless 4G LTE Network Extender for Enterprise?

    The Verizon Wireless 4G LTE Network Extender for Enterprise enhances your indoor and 4G LTE data and voice coverage to provide better service for your 4G LTE mobile devices. It's an extension of our 4G LTE network that's placed directly in your office. The 4G LTE Network Extender for Enterprise works with all 4G LTE mobile devices for 4G LTE data service and HD Voice-capable 4G LTE devices for voice service.

    This easy-to-install device operates like a miniature cell tower that plugs into your existing high-speed connection to communicate with the Verizon Wireless network.

    Note: The 4G LTE Network Extender for Enterprise is not a router and therefore is not Wi-Fi capable.



  2. Where can I buy the 4G LTE Network Extender for Enterprise?

    You must be a current Verizon Wireless customer to purchase the 4G LTE Network Extender for Enterprise. To make a purchase, follow these steps:

    1. Sign in to your business portal.
    2. If you're a My Business customer or Verizon Enterprise Center customer, click Orders in the Manage Accounts tab.
    3. Click Purchase Accessories.
    4. Click Other.
    5. Scroll to the 4G LTE Network Extender for Enterprise.
    6. Click Add to Cart below the 4G LTE Network Extender for Enterprise. Click Continue.
    7. Click Continue to Checkout.
    8. Enter your shipping and payment information.
    9. Click Continue.
    10. Review and confirm your order.

    You've successfully ordered the 4G LTE Network Extender for Enterprise.



  3. Where can I use the 4G LTE Network Extender for Enterprise?

    The 4G LTE Network Extender for Enterprise works in all 50 states except for these counties*, and not outside the US.

    Note: The 4G LTE Network Extender for Enterprise can enhance your HD Voice or 4G LTE data coverage. It's not designed to enhance 1x voice or 3G data coverage. You may need to also deploy a 3G Network Extender for Business devices to service older 3G and 4G LTE mobile devices that do not support the HD Voice feature and use the 1x network for voice.



  4. Does the 4G LTE Network Extender for Enterprise require a computer?

    No, the 4G LTE Network Extender for Enterprise requires a broadband Internet connection, but it doesn't require a computer for operation. A computer may be needed for accessing the local Admin Webpage for managing the device or troubleshooting.

    Please refer to the Quick Start Guide that came with your 4G LTE Network Extender for Enterprise for more information. For additional details on device setup and troubleshooting, refer to the User Guide (*PDF).



  5. What type of Internet connection do I need for the 4G LTE Network Extender for Enterprise?

    The 4G LTE Network Extender for Enterprise works with connections that provide a minimum broadband speed of 20 Mbps, but a broadband connection of 50 Mbps is recommended.



  6. Can I connect my landline phone to the 4G LTE Network Extender for Enterprise?

    No, the 4G LTE Network Extender for Enterprise is only designed to work with Verizon Wireless 4G LTE mobile devices.



  7. Do I have to pay additional fees to use the 4G LTE Network Extender for Enterprise?

    No, there are no additional monthly charges to use the 4G LTE Network Extender for Enterprise. You can simply purchase the unit and enjoy the benefit of enhanced 4G LTE in-building coverage. All rates and policies associated with your current plan (including any applicable data and voice usage charges) will apply while connected to the 4G LTE Network Extender for Enterprise.



  8. I currently have a 3G Network Extender (business unit). Can I upgrade my current 3G device to the 4G LTE Network Extender for Enterprise?

    No, 3G Network Extender devices and 4G LTE Network Extender for Enterprise devices are separate products that can't be used interchangeably. The 3G Network Extender can't be upgraded to be used as a 4G LTE Network Extender for Enterprise, and the 4G LTE Network Extender does not support 3G data or 1x voice.



Setup
  1. How do I know that the 4G LTE Network Extender for Enterprise setup and installation is complete?

    You can confirm the 4G LTE Network Extender for Enterprise setup is complete in either of the following ways:

    • Verify that the various 4G LTE Network Extender for Enterprise components are functioning properly by checking that the LED light on the front of the device is a fast blinking green.

      Note: It may take up to an hour to acquire a GPS signal and get a fast-blinking green LED light. Turning off the 4G LTE Network Extender for Enterprise will restart the GPS signal process and may prolong the setup. If the 4G LTE Network Extender for Enterprise doesn't acquire a GPS signal after one hour, please look in the User Manual for instructions to access the local Admin Webpage for more details.

    • Dial #48 on your mobile device and listen for this announcement: "Welcome to Verizon Wireless. You are on 4G LTE Network Extender coverage with ID XYZ." This announcement verifies that the 4G LTE Network Extender for Enterprise is functioning properly and that it has registered your 4G LTE device.


    Please refer to the Quick Start Guide that came with your 4G LTE Network Extender for Enterprise for more information. For additional details on device setup and troubleshooting, refer to the User Guide (*PDF).

    Image: Network Extender Status Chart



  2. Do I need to change any settings on my mobile device to connect to the 4G LTE Network Extender for Enterprise?

    No, the 4G LTE Network Extender for Enterprise is compatible with all Verizon Wireless 4G LTE mobile devices for 4G LTE Data and compatible for voice with 4G LTE phones that support HD Voice. You don't need to change any settings on your mobile device for 4G LTE data. For voice service, you may need to enable HD Voice from your smartphone's settings menu.

    For devices that do not support HD Voice, you may still need the 3G Network Extender for Business.



  3. Why does the 4G LTE Network Extender for Enterprise unit's GPS antenna need to be placed near a window?

    Placing the 4G LTE Network Extender for Enterprise unit's antenna close to a window will assist in acquiring a GPS signal. If the 4G LTE Network Extender for Enterprise antenna can't be placed near a window or has trouble receiving a GPS signal, refer to the User Guide (*PDF) for instructions on installing the external GPS antenna cable.



  4. Can I mount the 4G LTE Network Extender for Enterprise on the wall or ceiling?

    Yes, mounting brackets are included in the box for the 4G LTE Network Extender for Enterprise. To learn how to set up the wall and ceiling mount bracket, refer to the Installation Manual (*PDF).



  5. Why does the 4G LTE Network Extender for Enterprise require GPS service?

    The 4G LTE Network Extender for Enterprise uses GPS service to obtain time and the device location information. The location information is used to support Emergency service.



  6. Does GPS provide any additional services for the 4G LTE Network Extender for Enterprise?

    No, GPS is used strictly for Emergency 911 services, validating that Verizon is licensed at the location and time synchronization for the device to function. It doesn't do any of the following:

    • Provide location-based services like VZ Navigator®
    • Track you within your office


  7. Can I move the 4G LTE Network Extender for Enterprise within my location after it has acquired a GPS signal and setup is complete?

    The 4G LTE Network Extender for Enterprise needs to be connected to the GPS antenna where it can get adequate GPS signal. You can only move the device within your location to another area where there's adequate GPS signal via the GPS antenna. If you lose the GPS signal, the unit will become non-operational in less than 24 hours.



  8. Can I cluster the 3G Network Extender with the 4G LTE Network Extender for Enterprise to form a larger coverage area?

    No, 3G Network Extender devices and 4G LTE Network Extender for Enterprise devices use different technologies and frequencies and do not cluster together. A 4G cluster can only include 4G LTE Network Extender for Enterprise devices while a 3G cluster can only include 3G Network Extender for Business devices. A 3G Network Extender device or cluster may be co-deployed with 4G LTE Network Extender for Enterprise to provide legacy 1x voice service.

    Please refer to the respective User and Deployment guides for clustering each class of service.



  9. Can I use more than one 4G LTE Network Extender for Enterprise in the same location?

    Yes. With the 4G LTE Network Extender for Enterprise, you can expand your coverage capacity by using more than one device at the same location. For more information, refer to the guidelines provided in the Deployment Guide (*PDF).



Management and Security
  1. Can I manage and limit access to the 4G LTE Network Extender for Enterprise to a select set of mobile devices?

    No, the 4G LTE Network Extender for Enterprise only supports open mode.



  2. Do specific ports need to be enabled on my router or firewall for the 4G LTE Network Extender for Enterprise to work?

    The 4G LTE Network Extender for Enterprise uses standard ports to make a connection through the Internet. It shouldn't require any special port configuration. In those rare instances where the 4G LTE Network Extender for Enterprise is unable to connect to the Verizon Wireless network, you may need to open ports 50, 500, 4500, 53 and 52428. Contact your network administrator or the manufacturer of your switch, router and/or firewall for detailed instructions on how to open ports on your LAN equipment.



  3. Will users of the 4G LTE Network Extender for Enterprise be able to intercept or listen in to each other's conversations?

    No, all calls using the 4G LTE Network Extender for Enterprise are private and secure for everyone. Callers using the 4G LTE Network Extender for Enterprise benefit from the same security and privacy as all other users on the Verizon Wireless 4G LTE network.



Using 4G LTE Network Extender for Enterprise
  1. How do I connect to the 4G LTE Network Extender for Enterprise network?

    Each time you want to connect to the 4G LTE Network Extender for Enterprise, your Verizon Wireless device must be within 100 feet to establish a connection with its network.

    Note: The coverage area required to establish an initial connection and the broader coverage area of the 4G LTE Network Extender for Enterprise cannot be guaranteed and may vary due to environmental factors, such as physical structures and the strength of external tower coverage.



  2. How do I know if I'm connected to the 4G LTE Network Extender for Enterprise network?

    You can verify your connection to the 4G LTE Network Extender for Enterprise network by calling #48. If connected, you'll hear an audio announcement stating your device's connection to the 4G LTE Network Extender for Enterprise.

    Note: Devices also have a visual indicator of a connection to the 4G LTE Network Extender for Enterprise.



  3. Will my call be dropped when I move from the 4G LTE Network Extender for Enterprise coverage area to an outside area?

    No, your call will not be interrupted when you move outside of the 4G LTE Network Extender for Enterprise coverage area if the signal strength coming from the nearest compatible tower is sufficient.



  4. Will an HD Voice call connected to a Verizon Wireless cell tower transfer to the 4G LTE Network Extender for Enterprise?

    Yes, HD Voice calls initiated on a Verizon cell tower can be transferred when entering the range of the 4G LTE Network Extender for Enterprise network, provided there is sufficient overlap in coverage with the cell tower. You may need to adjust the placement of the 4G LTE Network Extender for Enterprise to allow for the handoff.



  5. Will my mobile device pick up the 4G LTE Network Extender for Enterprise network or the Verizon Wireless network based on signal strength?

    Your device will automatically connect to the network with the best signal.

    If your device is registered with the 4G LTE Network Extender for Enterprise and is within its coverage area when you make or receive a call, your device will use the 4G LTE Network Extender for Enterprise network.

    Note: If you move beyond the 4G LTE Network Extender for Enterprise coverage area, your call will seamlessly transfer to the Verizon Wireless network if your device receives a sufficient signal from the nearest compatible tower.

    If your device is registered with the Verizon Wireless network when you make or receive a call, it will use the Verizon Wireless network.



  6. Will the 4G LTE Network Extender for Enterprise affect the number of bars that appear on my mobile device?

    Yes, once your device has registered with the 4G LTE Network Extender for Enterprise, you'll notice the number of bars for the 4G LTE icon may increase.



  7. Can I take the 4G LTE Network Extender for Enterprise with me when I travel?

    Yes, the 4G LTE Network Extender for Enterprise can be deployed in any valid location in the 50 states, except these counties*.

    Note: The 4G LTE Network Extender for Enterprise can enhance your 4G LTE data or HD Voice coverage. It’s not designed to enhance 1x voice or EV–DO coverage.



  8. Is Push to Talk supported by the 4G LTE Network Extender for Enterprise?

    Push to Talk Plus, which uses the 4G LTE network, is supported. However, legacy Push to Talk phones using 1x or EVDO networks are not supported.



  9. Can I make international calls with the 4G LTE Network Extender for Enterprise?

    Yes, you can place and receive international calls while connected to the 4G LTE Network Extender for Enterprise. However, you'll still be billed for international calls according to your plan.



  10. How will using the 4G LTE Network Extender for Enterprise affect my device's battery?

    When connected to the 4G LTE Network Extender for Enterprise, your device may experience less drain on its battery.



  11. What happens if I lose my broadband connection to the 4G LTE Network Extender for Enterprise?

    The 4G LTE Network Extender for Enterprise requires an active broadband Internet connection. You won't be able to use the 4G LTE Network Extender for Enterprise until your Internet connection is restored. Once your Internet connection is restored, the 4G LTE Network Extender for Enterprise will reestablish its connection.



  12. Will using the 4G LTE Network Extender for Enterprise affect my Internet broadband performance?

    The impact on broadband performance varies depending on your Internet service provider and the broadband speed.



  13. Will my call quality be impacted if I am uploading or downloading large files while using the 4G LTE Network Extender for Enterprise?

    Yes, call quality can be affected when your broadband connection is being used simultaneously by bandwidth-intensive activity (e.g., emailing large attachments) and the required minimum or recommended bandwidth is not available. Factors such as the type and speed of your broadband connection will influence the impact to call quality.

     



  14. Can I use Directory Assistance (411 Search) with the 4G LTE Network Extender for Enterprise?

    Yes, 411 Search is available when calling inside the 4G LTE Network Extender for Enterprise coverage area. Calls are billed at standard 411 Search rates.



Troubleshooting
  1. The 4G LTE Network Extender for Enterprise is taking a long time to connect. Why?

    The 4G LTE Network Extender for Enterprise can take up to 60 minutes to become operational. If GPS signals are weak and the unit isn't positioned optimally, GPS acquisition may take longer. For more information about setting up the 4G LTE Network Extender for Enterprise, refer to the User Guide (*PDF).



  2. I can't find a window nearby for the 4G LTE Network Extender for Enterprise GPS antenna cable. What should I do?

    A window or any location with a line of sight to the sky is needed for the GPS antenna to seek the best available GPS signal. Please refer to the External GPS Antenna section of the Installation Manual (*PDF).

    If you're having difficulty accessing a window, you may need to use the extended GPS cable or order the 20 ft cable. Additional GPS cables can be purchased through your business representative or by calling Customer Service at (800) 922-0204.



  3. Calls I make using the 4G LTE Network Extender for Enterprise sound choppy. What should I do?

    Make sure that your Internet connection supports at least 20 Mbps downlink and 10 Mbps uplink, though 50 Mbps downlink and 20 Mbps uplink are recommended. Less than 20 Mbps will impact your call quality and data speed.

    To verify your Internet connection capabilities, please contact your IT administrator.

    *To view the PDF file, you may need to download the free Adobe Acrobat Reader.



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