Microcell won't accept my location

kate0508 · ‎09-04-2012

Hello: I live in a remote area. I have off-and-on cell signal on my AT&T phone, but never enough signal to have a conversation. There are AT&T towers nearby. Even though my residence is in a remote location, the surrounding area is booming because of the oil and gas drilling in my area. Because so many people moved into my area because of the oil and gas providing jobs, my county issued me a new 911 address in March 2012. The documentation from the county giving me my "new" address also gives me the GPS coordinates for my "new" address. After many many calls to AT&T customer service rep - providing my information and my GPS coordinates I was finally told that I needed to go back to the AT&T retail store and exchange my Microcell 3G for a new one. I did that today. Because one of the customer service reps that I spoke with gave me the coordinates that were "showing up" for my microcell and did not match the coordinates that my county gave me when they issued me a new 911 address. The manager at the AT&T retail store and I agreed that I should try entering my "old" address since the coordinates were showing up for that address -- I didn't move -- I was issued a new address -- so my old address should still be attached to where I live. So when I exchanged my microcell for the new microcell, the manager at the store changed my billing address to my "old" address and registered my new microcell using my "old" address. When installing the microcell 3G - i got lots further with my "old" address than with my "new" address. When I tried to register the previous microcell with my "new" address - it would not allow me to use that address - I repeatedly received error message. I called AT&T and told them about this - gave them my new GPS coordinates - etc. Most of the responses were that they'd have my microcell working within 24 hours -- that was over a period of 10 days of calling with no success. With my "old" address I was able to get up to "location verification" when registering. I get the message that says "the address entered during online activation does not match the GPS information provided by the microcell. etc." I would think that by giving AT&T the GPS coordinates for my "newly established" address that AT&T would be able to enter those new coordinates enabling the microcell to work? I paid $216.00 for the first microcell even after explaining to the sales rep that I had no signal at my home. When I called the retail store and explained my situation to the manager, he refunded me the $216.00 and gave me the second Microcell at no cost. I don't know whether to "give up" and accept that I don't have signal at my home or keep on making multiple lengthy telephone calls to the customer service reps. Thanks, kate

Otto Pylot · ‎03-20-2011

Part of the problem is that the AT&T locational database is not regularly updated with new information (apparently it takes more than just entering coordinates by the support staff). That's why your old address works, up to a point, but then when AT&T tries to connect to the MicroCell at your new address, the return information doesn't match anything. New addresses are a real problem for AT&T. Maybe the mod here can push support to get your new coordinates added.

For MicroCell Setup and Basic Troubleshooting, use this link.
For additional help, please send a PM to ATTCustomerCare.

kate0508 · ‎09-04-2012

Otto, That would be great if a moderator from this site was able to accomplish what countless number of AT&T Tech Support Reps are unable to do!

I plan on calling AT&T Tech Support tomorrow to let them know that replacing the microcell with a new microcell didn't work. At least I was able to get a full refund for the first microcell and got the second new microcell at no cost.

I've put in lots of time and effort with my multitude of telephone calls to AT&T Tech Support and at this point I feel that all my time and effort was a waste.

I sure wish I could use my AT&T cell phone at my home though.

kate0508 · ‎09-04-2012

PART ONE: The "LOCATION VERIFICATION" error message is Number FTC231:

The error message says: FTC231 / FTC223: The address entered during online activation does not match the GPS information provided by the Microcell. Please click on "Manage AT&T 3G Micocell Settings" below and update the address information on your microcell account. If the problem persists, please call AT&T Customer Service at 1-800-331-0500.

1) Can the GPS information provided by the Microcell tell me my correct address/ tell me where I live?

2) I've called AT&T Customer Service at 1-800-331-0500 numerous times with most of the calls ending with the Customer Service Rep telling me that AT&T will complete my registration on their end and I will have service within 24 hours. Never happens.

PART TWO: The ADDRESS REGISTRATION INPUT error message is Number FTC131:

The error message says: FTC131: Please check the address and re-enter the full address where the AT&T 3G MicroCell is located. Post Office Box, and Rural Route numbers are insufficient for validation. Special characters, such as / or !, cannot be used in the street, city, state and/or zip code fields. If you are unable to resolve, please call 800.331.0500 for assistance. [AFA|AddFemtocellAddress|30002098002]

a) My address IS NOT a PO Box or a Rural Route number.

2) There are no special characters such as / or ! in my street, city, state or zipcode fields.

3) I've called 800.331.0500 multiple times and wasted countless hours & energy by getting no where when calling the number.

1) Can AT&T tell me where the GPS information provided by the Microcell says I live?

PART THREE: When I click on "check availability" and input my zipcode, I get the following message: CONGRATULATIONS: 3G MicroCell service is available for purchase and use in your area. Click Find a Store to find a participating AT&T retail store near you.

kate0508 · ‎09-04-2012

Here is a post that I cut and pasted to my topic. It's from a year ago and there were no responses to this post. I'm wondering if "registering my physical address with USPS" will help me to connect to Microcell3G?

3G MicroCell error 102 resolved and wanting to share info. 08-31-201111:36:03 PM

I had trouble from the 21st of Aug until today trying to get the microcell to pick up my address. My issue has been resolved. If anyone is having the same problem here is what you should do. I first checked with my 911 center to make sure my physical address was correct, they gave me a paper to take to the post office with proof of address. I didn't wait on the post office to put it in the computer because it would have taken a week, instead I went online to http://www.USPS.com and registered with my physical address. I then called AT&T and asked them to find me on their map. My ordinance was miles off in their system and we worked together until my house was located she submitted the address, longitude and latitude of my exact location. It took about 24 hours, maybe a little more and it works great. I now have 5 bars on my phone. Finally got it working and it is great. Good luck and hope this helps someone else.

kate0508 · ‎09-04-2012

Hello: Called AT&T Customer Service Tech: Javier.

Date: Wednesday, 05 September 2012

Time: 8:54 AM to 9:14 AM (CST)

NOTE: All of the many customer Service Technicians that I have talked with have all been very professional and courteous and make a genuine effort to help me resolve my problem with the microcell. I understand that the Techs are doing the best that they can to help me and I give them all the highest rating in that regard.

ALSO: The AT&T store located on IH 37 and Military Drive (Brooks City Base), San Antonio Tx. provided me with excellent service. On Saturday, when the manager of the store read my notes with AT&T regarding my microcell issue, he told me to bring the microcell in and exchange it for a new microcell at no cost and with a full refund of the $216.00 I paid for the first microcell. I did that yesterday and the experience was fast, easy and pleasant. All of the staff at the store are very courteous and helpful -- especially the manager. I highly recommend this store.

STATUS: My case still open. As per Javier the case was opened on 26 August 2012 and the "network team" is still working on it. As of today, my case has been "open" for approx. 10 days.

DISCUSSED: 1) Javier noted my new microcell serial number. 2) Javier verified my GPS coordinates with the coordinates I received from my county's 911 listing agent - (as previously given to AT&T customer service tech and documented in my AT&T notes). 3) Javier tried activating my microcell with my "newly created address" and encountered same problem with the registartion not accepting my "new address". 4) Javier was able to start the microcell registration process using my "old/officially changed address." 5) Javier told me to wait and see if microcell GPS will accept the location - taking up to 90 minutes. --at this point I ended my call with Javier--- 6) approx. 10 minutes after telephone call with Javier - I received text message on my AT&T cell phone saying that the registered address does not match the actual device location. Call 1-800-331-0500. 7) Back to where I was before I spoke with AT&T customer service tech, Javier. Hopefully the "network team" is working on my case? Javier was very polite, courteous and made an effort to do what he could.

LEARNED: 1) Nearest AT&T cell tower located at hwy 72 and hwy 16. Javier said info on that location says I'm 25 miles from that tower. I believe that I'm not more than 15 miles from intersection of Hwy 72 & Hwy 16 (location of McMullen County Court House). I think the tower is not at that location and might be further north on hwy 16; that might make the tower 25 miles from my home? I see this tower when travelling to Jourdanton on hwy 16. 2) 2nd nearest AT&T cell tower located 281/IH37 - going towards Pleasanton. I guesstimate that I'm approx. 30 miles from that tower as Pleasanton is approx. 40 miles from my home. I see this tower when travelling to Pleasanton on 37. 3) Javier says that he believes that my signal comes from the tower on hwy 72 and hwy 16. 4) Javier also said that they have no way of knowing what address the microcell is picking up as my address - the signal goes to the tower - or something like that --

I'll call back tomorrow to see what the status of my "open case" with the "network team" is on day 11. END

kate0508 · ‎09-04-2012

Hello: Below is a post from 03-02-12 that I cut and pasted to my topic. Seems as if this poster has similar issue to the one I'm experiencing. I don't believe there were any replies to this post. I wonder if this person was able to successfully activate his/her microcell?

Microcell Activation Address Not Recognized: 03-02-201206:25:23 PM

Purchased Microcell yesterday. I have moved to a new (construction) home. I have a newly assigned 911 address (assigned 1 year-ago). When entering my address for 911 purposes, my address is not recognized and I am given 3 other numeric address on my street (my neighbors) to select-from. Why would I want to do THAT? The address entered is correct.

I contacted support. I had to tell my story to the first flunkie who answered. Then I had to repeat the entire story to another person in the Microcell department. She just did not "get it". She opened a case. I received a text and voicemail with a PIN and case number, and instructions to call a "special number", today. I had to explain the whole situation again. This guy was a "screener" before it goes to someone, I "assume" has some actual technical expertise. I was informed I would receive a call back within 24-72 hours. I find this unacceptable. This has never happened before? Am I actually the first person to have this problem.

Regardless of how I enter my address, #### Lane, #### Drive or just ####, the same 3 alternate addresses are offered. So, just for grins, I select one and the activation process starts. After about an hour, when WE get to the address verification, I get error 102 - "The registered address does not match the actual device location". Oh really, so what is the problem? Why can't someone, with all the magical technical resources at their disposal, flip some switch so I can actually enter the address where I live. Mapquest can find me. The USPS can find me, and my ATT monthly bill CAN CERTAINLY FIND ME!

So after what should have been a 15 minute activation process, on my part, but has actually involved 2+ hours with 2 ATT Nimnals, I still have no resolution.

And as another community member stated, the ATT people I spoke with don't even know what the error codes mean.

With both of these "characters" I tried to explain, its not the street name which is the problem. It is the street number. In some data base, somewhere in ATT's technosphere, it does not exist.

These people are driving me crazy. Who do I complain-to. This is the best I can do.

I have stuck with ATT, from Southwestern Bell, ATT, then Cingular, then ATT again. I feel as if I have been shat-upon!

Anyone with any suggestions?

Otto Pylot · ‎03-20-2011

I emailed the moderator with your issue so hopefully she'll get back to you soon.

For MicroCell Setup and Basic Troubleshooting, use this link.
For additional help, please send a PM to ATTCustomerCare.

jamileh · ‎06-20-2011

Hey Kate - I got your PM and responded this morning. I'm sorry you're having so much trouble. Please take a look at my PM and reply when you get a moment.

Thanks!

--------------

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Otto Pylot · ‎03-20-2011

jamileh wrote:

Hey Kate - I got your PM and responded this morning. I'm sorry you're having so much trouble. Please take a look at my PM and reply when you get a moment.

Thanks!

Thanks Jam!

For MicroCell Setup and Basic Troubleshooting, use this link.
For additional help, please send a PM to ATTCustomerCare.

kate0508 · ‎09-04-2012

Hey, Jamileh! Thanks for your help. I sent you my home telephone number via PM along with other info. kate

kate0508 · ‎09-04-2012

Thanks Otto!!!!! kate

kate0508 · ‎09-04-2012

My problem with my microcell 3G was moved up to a higher level of support. I believe I owe Otto, Jamileh & *Troy (and this forum) thanks for that. On Wednesday I received a call from AT&T Intensive Care Unit Tech Support. The ICU Tech Support Rep said that she will input my newly created address and its GPS coordinates and will work on getting my microcell 3G up and running. As of today, Friday, my microcell 3G is still not working, but the ICU Tech said that it will take a few days. The ICU tech and Troy told me to call them if my microcell 3G isn't working by Tuesday. Troy says that he has microcell 3G and that it works great. I'm confident that my microcell 3G will be up and running by Tuesday. kate

jamileh · ‎06-20-2011

Thanks for the update Kate! Please let us know how things end up.

I'm glad we were able to help. This community (and folks like Otto) are a fantastic resource. I hope you'll stick around, maybe there's some knowledge you can share!

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

kate0508 · ‎09-04-2012

Update: My microcell is not working. I've noticed attempts from the ICU tech to connect over the past three-four days with no success. This morning I registered with USPS as recommended in one of the posts on this forum. Maybe that will help? The ICU tech has the letter that was sent to me from 911 Addressing Agent in McMullen County that has my new address and the GPS coordinates. Maybe registering with USPS will help too? I'll call the ICU tech in the next few days. kate

COPY OF POST WITH SIMILAR ISSUE AS MINE THAT WAS RESOLVED: Re: Microcell won't accept my location

09-05-201205:45:35 AM

Here is a post that I cut and pasted to my topic. It's from a year ago and there were no responses to this post. I'm wondering if "registering my physical address with USPS" will help me to connect to Microcell3G?

3G MicroCell error 102 resolved and wanting to share info. 08-31-201111:36:03 PM

I had trouble from the 21st of Aug until today trying to get the microcell to pick up my address. My issue has been resolved. If anyone is having the same problem here is what you should do. I first checked with my 911 center to make sure my physical address was correct, they gave me a paper to take to the post office with proof of address. I didn't wait on the post office to put it in the computer because it would have taken a week, instead I went online to http://www.USPS.com and registered with my physical address. I then called AT&T and asked them to find me on their map. My ordinance was miles off in their system and we worked together until my house was located she submitted the address, longitude and latitude of my exact location. It took about 24 hours, maybe a little more and it works great. I now have 5 bars on my phone. Finally got it working and it is great. Good luck and hope this helps someone else.

jamileh · ‎06-20-2011

Thanks Kate - I'll make sure this post goes into your case notes.

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

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kate0508 · ‎09-04-2012

Yesterday I called Troy {Personal content removed for safety} with Coastal Bend Counsul of Govermental ..... (?). He was informative and helpful. I believe his job is to over see the 911 system in the coastal bend area. He gave me lots of technical information that I didn't understand too well - such as by changing certain numbers in the GPS coordinates - going higher with those numbers moves the coordinates north and east (?) and going lower with those numbers moves the coordinates south and west (?).

He told me that the GPS coordinates that I was given from my county 911 addressing agent, Jayne, are approx. 250 feet from my house. He then pinpointed my GPS coordinates to dead center of my house. He gave me those coordinates. He also said that he would be happy to speak with AT&T representatives in regards to my situation as he feels it might help other people in our area. With our population growing, there will probably be other people and newly establised bussiness with GPS connectivity issues.

I then called Troy with AT&T. He was responsible for getting my information such as the letter from my 911 addressing agent and passing it on to the AT&T ICU Tech Support. I also gave him Troy {Personal content removed for safety}telephone number. Troy with AT&T took down the GPS coordinates provided to me by Troy Padilla.

I then left a message for the AT&T ICU Tech, Jamie, who contacted me last week and said that she would be working on my case. She returned my call and I gave her the GPS coordinates given to me by Troy {Personal content removed for safety}. Jaime noted Troy's name but she didn't want his telephone number. She told me that new address issues are common and that my newly created address will be entered into the system. ? I would have thought my new address would have been entered already - but OK. Maybe it's a complicated and a long-standing task to perform? Jaime told me that she was going to discuss my case with her manager this morning because it has been taking so long to get me connected. ?

Hopefully with the GPS coordinates that hit my house, maybe I'll get connected?

kate

jamileh · ‎06-20-2011

Thanks for the update again Kate! I'll get this in your case notes as well.

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

kate0508 · ‎09-04-2012

My Microcell is working..... Thanks, Jaime with AT&T ICU Tech Support! Thanks to everyone else who helped me get connected. I have full bars on my cell phones. Again, Thanks everyone! kate

jamileh · ‎06-20-2011

YAY! Great news and thank you for keeping the community updated while we got this resolved!

I hope you stick around and continue to participate in our community.

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages. If you have an account related issue, please send a private message to ATTCustomerCare.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Otto Pylot · ‎03-20-2011

kate0508 wrote:

My Microcell is working..... Thanks, Jaime with AT&T ICU Tech Support! Thanks to everyone else who helped me get connected. I have full bars on my cell phones. Again, Thanks everyone! kate

Congratulations!

For MicroCell Setup and Basic Troubleshooting, use this link.
For additional help, please send a PM to ATTCustomerCare.

podonne2 · ‎08-08-2012

I'm trying to get my microcell activated since I moved to Hawaii. When I enter my new address, I get the following error:

FTC122: The location provided for the AT&T 3G MicroCell device does not appear to be within an area AT&T is authorized to provide service. Re-enter the address to ensure it is correct, or please relocate the device. If you are unable to resolve, please call 800.331.0500 for assistance. /n [AFA|AddFemtocellAddress|30000062014]

No one from tech support seems to know what to do with this. It's kind of frustrating. Some have told me that Microcells are not available in Hawaii. Why not?

Otto Pylot · ‎03-20-2011

That may very well be true. I've heard they don't work in other locations outside of Continental U.S. My guess would be that your new address is not in the location database and thus AT&T can't confirm your physical address and its proximity to the closest cell tower because you're not in the Continental U.S.

For MicroCell Setup and Basic Troubleshooting, use this link.
For additional help, please send a PM to ATTCustomerCare.

bmyoung13 · ‎04-14-2013

Microcell no support at all mine wont recognize my address no one can seem to help me why not any support for your equipment tech support all they can do is log onto my account an do same thing I have been doing

Otto Pylot · ‎03-20-2011

Where are you located? Is it in a rural area, a new development, and are there any AT&T cell towers close by?

For MicroCell Setup and Basic Troubleshooting, use this link.
For additional help, please send a PM to ATTCustomerCare.

bmyoung13 · ‎04-14-2013

Ithe location is pretty much middle of nowhere keokee va an ive have tried calling no one can help me very aggrivating. Not sure why it is not showing up as a address on att side the address has been changes but that was a year or two ago the old address wont work eathier at&t has towers around but mountains are what keeps cell signal down I can get a few bars in window I also checked to make sure the box can work in my area an it says it will

Otto Pylot · ‎03-20-2011

I don't understand what you mean that the address has changed. Did you move from a previous location?

Rural locations are difficult because of the scarcity of adequate tower coverage (you need a tower to connect) and the accuracy of the GPS database. Is the GPS light solid green on the MicroCell? What kind of internet connection do you have and what is the speed? How is your MicroCell setup? If all of your lights on the MicroCell are solid green (power, ethernet, GPS) and only the 3G light is blinking green then all it may need is for AT&T to update their locational database, which may take awhile. If the GPS light is blinking green that's another issue.

For MicroCell Setup and Basic Troubleshooting, use this link.
For additional help, please send a PM to ATTCustomerCare.

bmyoung13 · ‎04-14-2013

Top 3 lights are green they did change the address a few years ago for 911 reasons the gps light is solid green no 3g light ive checked to make sure the box is able to be setup an the website says yes if also I may add the microcell is for people with no signal meaning tower is not close to you I have the highest cable speed through comcast I have my microcell hanging out the window while trying to connect but I cannot get passes the part where putting in the address because it doesnt recognize it how do I het at&t to update there database

Otto Pylot · ‎03-20-2011

The GPS location is not only needed for 9-1-1 it is also used to re-confirm that your physical location matches the account address for the database. AT&T will periodically check the GPS coordinates so GPS contact at all times is necessary. The primary account holder (cell phone number of the owner) must have a post-paid AT&T account (contracted) for initial activation to take place. You can add other cell phone numbers to your MicroCell as Guests, but they must have 3G AT&T phones, whether they are post-paid or pre-paid (like a GoPhone).

If the ethernet light and GPS light are both solid green, then you have connection to the AT&T servers and GPS location. The blinking green 3G indicates that there is something wrong with your setup, either with the account or how you have the MicroCell connected to Comcast. If you have met the account information indicated above (primary cell phone number is a post-paid AT&T account, the account address matches the physical address) then we either need to look closer at how you physically have the MicroCell setup or contact CustomerCare (see my sig below) and have them research the location database to see if your address there matches the GPS coordinates.

For MicroCell Setup and Basic Troubleshooting, use this link.
For additional help, please send a PM to ATTCustomerCare.