Choppy audio in first few seconds of call

[ranron]

I have this weird issue with all my phones connected to my microcells.

Every time I make a call, it will ring fine, but once it's connected for the first 2-3 seconds the audio will be broken up. Basically I can't hear the other party and they can't hear me. Then afterwards it's fine, not matter how long that call.

I have two microcells and I have the same issue with both of them. Nobody else I know has a microcell since they all have reception.

I'm curious to know if this happens to everyone or is it just me?

If it's just me how do I remedy it?

Thanks!

[jefe]

Yes, I've noticed the same thing.   The ringing at the other end will sound choppy, as does the few few seconds once the call is answered.  Then, just as you've described, call quality is good for as long as the call lasts.

I have no clue what causes that to happen, much less any idea of what (if anything) might correct it.

[revans4352]

Same problem here, but often it continues for 10 seconds or so. I have 35/35 mb Fios connection usually with only one active laptop on the network, so I'm not sure what it is.

[Otto Pylot ACE - Czar]

I've noticed a similar issue when using our landline to call a cell phone. The first couple of rings sounds choppy then it clears up and the call (ringing and then answering) is fine. I have not noticed it though on our MicroCell no matter how many devices are connected to our LAN or calls using the MicroCell. However, it does happen sporadically when using the cell phone and on 3G/4G/LTE outside of MicroCell range. Most strange.

[drewcwsj]

I have this exact issue too - 3 to 4 seconds of recieved choppy audio, transmitted audio seems fine, at the start of every call via my iPhone 4 over my Microcell connected via comcast cable modem (15 Mbps, 30ms pings).  

I also routinely, but not on every call, get "Call Failed" twice in a row and then the third attempt connects. For important calls I unplug my microcell and go stand on my balcony.

[Otto Pylot ACE - Czar]

It's probably a network (AT&T) thing because we never experience that with our MicroCell, only the landline calling a cell phone (any cellular carrier), and then it's just the first couple of seconds while the phone is ringing.

[drewcwsj]

If I unplug the microcell my calls sound fine and go through on the first try as long as I'm on my balcony. Both symptoms are definitely microcell related.

[Otto Pylot ACE - Czar]

Well that is a problem then. You should not to have to turn off and on the MicroCell all of the time. From what I've read, that can cause re-negotiating problems when the MicroCell checks for the closest tower and adjusts it power output.

[drewcwsj]

Technical point: Microcells do not connect via AT&T's towers. They connect via the internet to an AT&T internet gateway. Your phone connects to the Microcell via RF but everything from there on out is packet based. That is why microcells can work in areas with zero AT&T coverage. They are not RF signal boosters.

[Otto Pylot ACE - Czar]

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drewcwsj wrote:

Technical point: Microcells do not connect via AT&T's towers. They connect via the internet to an AT&T internet gateway. Your phone connects to the Microcell via RF but everything from there on out is packet based. That is why microcells can work in areas with zero AT&T coverage. They are not RF signal boosters.

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Re-read my post. The MicroCell will adjust its output power for connection to your cell phone based on the signal strength of the nearest tower.  The stronger the tower signal, the less power ouput of the MicroCell, and vice versa. This is done so as to not confuse your cell phone as to which device to connect to. However, it's not an exact science so overlapping signal strengths do occur which causes issues. That's why moving the MicroCell around your house may improve signal strength if you are getting poor connectivity. The MicroCell is not a VOIP service and will not work in areas where there are no cell towers.

[drewcwsj]

I don't think you can move a microcell around the house as they require a GPS signal on startup. They must be near a window or they won't get GPS lock. I didn't realize the microcells had variable power output but that does make some sense to minimize interference with towers.. Regardless of this my microcell still has serious issues making calls and with choppy audio.

[Otto Pylot ACE - Czar]

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drewcwsj wrote:

I don't think you can move a microcell around the house as they require a GPS signal on startup. They must be near a window or they won't get GPS lock. I didn't realize the microcells had variable power output but that does make some sense to minimize interference with towers.. Regardless of this my microcell still has serious issues making calls and with choppy audio.

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A MicroCell can be moved around a house somewhat if you connect an externa GPS antenna to the small antenna input on the back. The antennas use a special connector type (I forget what kind) but they are not hard to find and are pretty cheap for a 25' length. They have a cicular disk on one end that needs to in the window or very close to it. Some folks have had really good luck with them. One of the downsides of the MicroCells is that they need to maintain the GPS lock all of the time for E911 and verification purposes.

[des5034]

See my recent posts, try an external antenna.

[Otto Pylot ACE - Czar]

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des5034 wrote:
See my recent posts, try an external antenna.

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That was already suggested.

[BadBadLeroyBrown ACE - Warrior]

I've noticed the same issue on my MicroCell with 3 successive generations of the iPhone - 4, 4S & 5. I have yet to find a solution to eliminate this behavior.

[Otto Pylot ACE - Czar]

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BadBadLeroyBrown wrote:

I've noticed the same issue on my MicroCell with 3 successive generations of the iPhone - 4, 4S & 5. I have yet to find a solution to eliminate this behavior.

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And yet I've not noticed it on the three same phones (including an old Samsung). Have you had AT&T try to "reset" the phones? I have heard that resetting helps but I'm trying to use my "ACE" status to fine out what exactly is happening.

[BadBadLeroyBrown ACE - Warrior]

Weird. No. I've never heard of AT&T being able to "reset" a phone like that remotely. It happens on my phones whether I set them up as brand new phones or restore from backup. I'll look into this.

[Otto Pylot ACE - Czar]

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BadBadLeroyBrown wrote:

Weird. No. I've never heard of AT&T being able to "reset" a phone like that remotely. It happens on my phones whether I set them up as brand new phones or restore from backup. I'll look into this.

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Let me know what you find out, if anything. I've never had any issues with my phones so it's difficult to help troubleshoot at times.

[sn0cr4sh]

Yes, this is, in fact a major problem with the 3G Microcell.  This is not some isolated issue, or even a phone-specific issue.  And it's not user-error.  It's real. 

I have not experienced the issue calling someone on their cell phone / home phone yet.  I'm not saying it can't happen, I just have not yet experienced it.  My calling circle when on microcells happens to be fairly small for people.  However, I frequently get the issue when calling automated response systems (most companies), which are the majority of calls I make.  And even then, not ALL destination company systems cause the issue.  Example:  Call Apple, I never get the problem to occur.  If I call Suntrust Bank, the problem happens.  Consistently.

The problem does NOT occur when the phone is off the microcell.  In other words, when on the actual AT&T wireless network, the initial call cut-out does not occur.  The issue IS the microcell.

(1) I have two microcells, in two different houses.  Each microcell is using a mix of iPhone and non-iPhone handsets.  Every handset, on both microcells exhibit the same exact cut-out at the beginning of the call.  Consistently.

(2) Both microcells are on broadband connections.  Both have been tested in front of the router, behind the router, behind a corporate firewall, or on a DMZ.  None of these things change the issue.  Ports / services are properly set (123, 443, 4500, 500).

(3) De-Activating and removing the microcell from the account, then re-adding the microcell and running the Activation does NOT correct the issue.  I have tried this on both microcells. 

(4) Pulling the power does NOT correct the issue.

(5) GPS signal lock is being maintained.  I have tested with the microcell hanging out the window to make sure it can see the sky clearly and lock GPS.  Does NOT correct the issue.

(6) Rebooting, resetting, and re-installing iOS on the iPhone does NOT correct the issue.  Besides, the issue occurs on basic dumb-phones too, including AT&Ts Go-Phone.

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There are numerous other issues with the microcells as well, besides this initial call cut-out.  I have had many missed calls because the call was never properly routed to my handset while on the microcell.  I have held two phones in my hand and tried to call one from the other (while on microcell), and they simply would not connect properly.  It took 5 tries to get a connection. 

The device is absurd.  It is not supported, and these issues are not acknowledged, let alone addressed.  AT&T is completely useless in troubleshooting it because you can't speak to someone at a high enough level that understands what is really happening.  Given all that I have laid out in this post, I will still get an AT&T representative tell me to "reboot my phone" to see if that fixes the issue.  We are well past that point.

[drewcwsj]

Exactly what I have gone through in troubleshooting. In the last few days I have also experienced losing received audio a few minutes into some calls. All I hear is a high pitched scratchy sound. The person I called can still hear me but I can't hear them.

It is so bad that I am considering giving up my company paid AT&T phone and switching to another carrier at my own expense.

[Otto Pylot ACE - Czar]

I don't think anyone is saying that it's not real. I'm sure it is. But it doesn't appear to be widespread because there are lots of users who don't experience this issue. I know you can manually reset your iPhone: Settings -> General -> Reset -> Reset Network Settings. That has taken care of some issues for some users but you will lose your network settings which you will have to put back in (some passwords, WiFi, etc). I don't know what the procedure is for other phones. I would suggest sending a PM to ATTCustomerCare (see my sig below) detailing your problem, what you have done to troubleshoot, problem ticket number that you received when calling support (if any), your account info and phone number. That is supposed to assign one specific individual to your case.