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Posted Nov 22, 2013
8:28:56 AM
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Audio cut off for short random bursts

Hello,

 

I have started to experience moments on voice calls where the audio from others on the call (1-2-1 or WebEx) go silent for a short period of time (between 10 and 20 seconds). 99% of the time the audio comes back, 1% of the time the call drops. They can continue to hear me, but I cannot hear anything, not even a hum or buzz...just like a dead line.

 

It is happening on both my iPhone 5 and my Blackberry Bold.

 

I know it is Microcell causing this as when I power off the Microcell and make calls on the Macro network I don't experience this issue.

 

I checked the connection that the Microcell is using and there is no known delay and bandwidth is more than enough (~20M up and ~3M down).

 

Any thoughts or suggestions?

 

Note that the Microcell was one of the first ever releases so is about four years old, not that should really matter.

Audio cut off for short random bursts

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Nov 22, 2013 8:43:37 AM
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ACE - Master

Is this for con calls (WebEx, etc) only? Are your "normal" voice calls ok? If your "normal" calls are ok, it could be the way the MicroCell traffic is handled by the WebEx servers. I haven't encountered this before. Usually audio problems are caused by the way the ISP is handling the VOIP traffic (but not always).

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MicroCell Technical Guide by Otto Pylot


I am not an AT&T employee. For additional help, please send a PM to ATTCustomerCare

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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Nov 22, 2013 9:47:45 AM
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ACE - Guru

I've never dealt with WebEx...perhaps it doesn't play well with the Mcell VPN?  Short dropouts and audio distortion can be caused by packet loss and jitter but the duration of the voice outage and the fact that the OP can still be heard but doesn't hear anything makes me suspect a WebEx/Mcell issue.

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MicroCell Technical Guide by Otto Pylot


I am not an AT&T employee. For additional help, please send a PM to ATTCustomerCare

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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Nov 22, 2013 12:05:18 PM
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ACE - Master

We use WebEx for con calls here and it can have issues at times with audio so it doesn't surprise me that attempting it over the MicroCell might not work well.

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MicroCell Technical Guide by Otto Pylot


I am not an AT&T employee. For additional help, please send a PM to ATTCustomerCare

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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Nov 25, 2013 8:20:05 AM
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Teacher

It happens on normal voice calls as well. We have a Microcell in our office as well and I have been seeing the same issue there too... Thus is it not just a WebEx issue.

 

Both Microcells are the same hardware and are running the same latest software load (according to AT&T).

 

It's almost like the downlink bandwidth is being congested and audio is being interrupted. However, I checked and nothing is running in my network at home to impede my downlink (In the office it is a different story).

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Nov 25, 2013 8:46:47 AM
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ACE - Master

I'm surprised you got AT&T to confirm the firmware version. Usually they are very tight-lipped about that because not all updates are pushed out at the same time and some are region-specific.

 

Audio drop-outs are quite often due to network issues (network congection as you suggested, latency issues, etc.). Is your office MicroCell and home MicroCell using the same ISP by any chance?

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


I am not an AT&T employee. For additional help, please send a PM to ATTCustomerCare

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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Nov 25, 2013 8:55:42 AM
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ACE - Guru

I would call your ISP and have them send a tech out to test your line.  They can check the quality of your connection for packet loss, jitter and other metrics to see if there are any faulty splitters, connectors, amplifiers or other equipment on your node that could be the cause of your problem. 

 

I've had my ISP do that when I was experiencing excessive packet loss and they found some water-filled connectors on my cable line up on the pole next to my house and a bad amplifier further down the line on my node.  They fixed all that and my packet loss went away. 

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MicroCell Technical Guide by Otto Pylot


I am not an AT&T employee. For additional help, please send a PM to ATTCustomerCare

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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Nov 25, 2013 11:40:00 AM
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Teacher

The only thing I can think of is that I have a network switch between the microcell and my wireless router.. I wonder if this is causing any kind of bottleneck... I can try to eliminate that and see if the problem persists... In the meantime I'll give Comcast a call and see if they can come and test the line..

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Nov 25, 2013 11:45:12 AM
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ACE - Master

That could very well be. Let us know what Comcast has to say because they've been less than helpful in the past when there has been MicroCell (VOIP) issues.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


I am not an AT&T employee. For additional help, please send a PM to ATTCustomerCare

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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Nov 25, 2013 12:19:03 PM
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ACE - Guru

Don't tell them you are having Mcell problems, just tell them you're experiencing possible line quality issues.

 

Definitely test your system without the network switch to see if there is any difference. 

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


I am not an AT&T employee. For additional help, please send a PM to ATTCustomerCare

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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May 26, 2014 5:21:19 PM
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I have a iPhone 5s and my husband has an LG we are both expierencing cut out when using our phones with our AT&T microcell. The phones are new, the microcell is 3 years old.  During a conversation we will not hear the person on the other line for a varied amount of time.  They can however hear us, and we are not disconnected

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May 26, 2014 5:45:46 PM
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ACE - Master

Has you ISP done any upgrades or did you upgrade your service? Typically, voice quality issues are caused by something your ISP has done or is doing. If you've had no problems for 3 years and all of a sudden both of your phones are having issues, I'd check first with your ISP to see if they are performing any maintenance or upgrades (provided they will tell you).

 

You can try a hard reset of your MicroCell to force it to go thru the Initial Activation process and re-negotiate its communication with the new phones. On the iPhone, you can also Reset Network Settings. I don't know what the equivalent is for the LG.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


I am not an AT&T employee. For additional help, please send a PM to ATTCustomerCare

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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May 26, 2014 6:09:51 PM
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ACE - Guru

Other things to consider that could be causing your problem is not an upgrade by your ISP but a intermittent failure of their hardware.  Things wear out.  Connectors, splices, line amplifiers and such on your node can degrade with time and cause line quality problems.  That you notice this only on incoming voice and not outgoing would make me think that this is probably not what is going on but it is something to think about.

 

Hardware connections within your home could also be faulty and cause this problem.  Another thing to consider is other home network traffic.  When you notice this problem, are there other devices on your home network that are using the internet at the same time?  Video streaming, downloading, gaming and the like can eat up your available bandwidth and cause dropouts.

 

Most likely it is an ISP problem.  I wouldn't hesitate to contact your ISP and have them come out to your house and test your line to see if they can detect excessive packet loss, jitter, or improper signal strength.  That's where I would start anyway.....

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


I am not an AT&T employee. For additional help, please send a PM to ATTCustomerCare

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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