Motorola Atrix 2 and Microcell not playing nice.

[Rapidturtle]

We got a microcell seveal months ago, and it just doens't work that well with our two Motorola Atrix 2 phones. 6 months ago, AT&T actually sent me a refurbed atrix 2 because the phone just wouldn't connect to it at all. It got a little better, but still wouldn't connect at times, or would loose connection at various time throughout the day. One of my sons has an Iphone 4S, and the other has a Samsung Skyrocket, and they don't seem to have any problems at all. They work flawlessly with the Microcell, which leads me to beleive the microcell is fine, and this is an Atrix 2 problem.

I've done all of the resets, and just actually reconnected it through the AT&T website, did a battery pull on both phones, and of course they won't connect to the microcell. The Microcell is connected through my cisco router, the lights always say it is on and good to go, (which it is because my kids have no problems connecting to it), and it sits by the window. 

If anyone has any suggestions, I would appreciate it. I'm going to give AT&T a call now, and see what they come up with. Hopefully we can find an answer to this problem, or maybe I can get different phones that do a better job with the micorcell.

[Otto Pylot ACE - Czar]

You will find if you read thru the posts here that there are a few folks who can't connect reliably with an iPhone 5 and blame the MicroCell. Femtocells are stragnge devices (Verizon and Sprint also offer their versions of a MicroCell) because there are so many factors that affect how they work that it's very difficult to nail down one particular cause. I'm sure you'll find people who have your phone with no problems. In theory, any AT&T 3G phone should work with the MicroCell but in reality, some just don't. I would send a pm (the blue envelope in the upper right side of this page) to ATTCustomerCare detailing your issue, what you have done, your account info, phone number, etc. That sort of by-passes phone support (which, in a lot of cases, aren't that helpful) and assigns one individual to your case.

[Rapidturtle]

I called AT&T, and they went through some stuff for me. They found that something in their computers didn't have a check mark by it for 2 phones on my account which were the Motorola's. They did a couple of other things on their end, had me reboot both phones, and they both connected right to the Microcell. They will be calling me back on Monday to see how it is going, as sometimes a reboot on the phones will get them to connect in the past, but this morning, nothing was working. Hopefully they fixed my issue. If not, I guess the next route is to try new sim cards.

On another note, I must say that anytime I have had to deal with AT&T customer service, they have been very pleasant and helpful. They are by far one of the better customer service departments that I have dealt with.  I hope that in the near future, their service gets better in our area so that I can continue to use them.

[Otto Pylot ACE - Czar]

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Rapidturtle wrote:

I called AT&T, and they went through some stuff for me. They found that something in their computers didn't have a check mark by it for 2 phones on my account which were the Motorola's. They did a couple of other things on their end, had me reboot both phones, and they both connected right to the Microcell. They will be calling me back on Monday to see how it is going, as sometimes a reboot on the phones will get them to connect in the past, but this morning, nothing was working. Hopefully they fixed my issue. If not, I guess the next route is to try new sim cards.

On another note, I must say that anytime I have had to deal with AT&T customer service, they have been very pleasant and helpful. They are by far one of the better customer service departments that I have dealt with.  I hope that in the near future, their service gets better in our area so that I can continue to use them.

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That's good to hear, especially about phone support. I didn't mean to imply that ALL phone support was bad, but unfortunately we rarely hear in the forum about positive experiences with customer/phone support.

[Rapidturtle]

I didn't think you were saying that customer service was bad. I agree with you about people usually complaining on boards about customer service, and just wanted to give AT&T a shout out for all of my positive experience with AT&T customer service so far.
I've restarted the phones several times, and so far they are going right to the microcell. That is a positive sign as they wouldn't usually do that. I'll try and find out what exactly wasn't checked on my account, when they call for a follow up on Monday, so that I can post it here. Maybe it could help some others out.
Thanks for the quick replies Otto, I really appreciate the help.

[Otto Pylot ACE - Czar]

Thanks. I'm just a volunteer here and have no ties to AT&T whatsoever,  so positive feedback is appreciated. AT&T does monitor this forum

[Rapidturtle]

Quick update. Phones disconected from Microcell around 4:30 pm today. Called them up, and got another great rep. Went through all kinds of trouble shooting. Finally got them to reconnect after disconnecting the Iphone 4s from the microcell. They updated the software to the Iphone, and put it back on the Microcell, and it is all working ok for now. We shall see what tomorrow brings.

[Otto Pylot ACE - Czar]

I'm trying to find out what AT&T does to the phones to get them to work. Some have referred to it as a "phone reset". I think it has something more to do with the account provisioning end of things than acutally doing something to the phone. What ever it is, let's hope it fixes it.

[Rapidturtle]

Four days of working fairly well, and can't connect either phone again today. Back on the phone, new tech, and same old trouble shooting. I really hate this Microcell.

[Otto Pylot ACE - Czar]

Hmmm, could it be your Atrix phone not playing nice? I know in theory ANY AT&T 3G capable phone should work without issues but if your phone was an unlocked phone (not originally an AT&T locked phone) that could cause problems. On the iPhone 5, there is an option to reset network settings that has worked for some with iPhone issues. Does your Artix have something like that?

Reading back thru your posts it seems that the other phones you have work fine with the MicroCell. It's just the Atrix phone (refurbed) that doesn't work reliably, so that leads me to believe that it is the phone and not necessarily the MicroCell.

[Rapidturtle]

It is both Atrix 2's. One was replaced because it wouldn't connect at all. They both seem to have issues with the Microcell. Sometimes one will connect, and the other won't, and vice versa. Sometimes they both wont connect. Sometimes I can get one to connect, and the other one won't. One of my kids has an Iphone 4S, and the other a Galaxy SkyRocket. They walk in the house, and within 30 seconds are connected. That is very rare for the Atrix 2's. Usually have to do the AP mode trick, or restart them.

They are sending out two new sim cards. If that doesn't work, I don't know what is next. 

[Otto Pylot ACE - Czar]

That is really odd that Atrix phones have connectivity issues. Sounds like a firmware issue that affects the transmitter/receiver. Any possibility of upgrading to another phone becuase of your documented connectivity issues if the new SIM cards don't work?

[Rapidturtle]

That's what I am going to ask them next. The phones were connected last night when we went to bed, and then disconncted overnight, and I can't get them to connect today. My son walks through the door this afternoon, and his Iphone 4S goes right to the Microcell. I just don't get it. I will see how the sim card swap goes. Hopefully it works. I don't know if they would be willing to give us different phones. Maybe they would give us a couple of refurb phones equal to the value of the Atrix 2's. Do you know of a brand that works really well with the Microcell? I know there was an HTC phone out at the time we bought the Atrix 2's, but not sure what it was called. Might have been a Vivid? Maybe a Galaxy 2 or I think LG also had a decent phone when we got these. My Son's Skyrocket seems to work well with it also. I'm not even sure if they would be willing to swap phones out for us. Hopefully these Sim cards work, but one rep I was dealing with last weekend ddin't seem to think that they would help, but he rep I had Friday wanted to give it a try. I guess I could always try buying a phone on Ebay, and then selling the Atrix 2's, if At&T isn't willing to do a swap.

[Otto Pylot ACE - Czar]

I wouldn't buy a phone from Ebay. You never know where the phone came from and if it's been unlocked or not. Some unlocked phones seem to have issues with the MicroCell depending on how they were unlocked. Wait and see what AT&T does and then come back here. As far as a brand that works well with the MicroCell, most do, so I don't know what to tell you.

[Rapidturtle]

Phones were connected all day yesterday, woke up and one was back to the tower while the other one was still on the Microcell. Called and installed new sim cards, and both phones connected to the microcell. Went out for a bit, came home and couldn't connect to the microcell, but my wife was on the phone and connected to the Microcell. Disconnected the Mcell from the account and reactivated, but I still can't connect. Looks like another 2 hour phone call to AT&T. The worst part is, the tech's alway want to go through basic trouble shooting, which I do understand, but this isn't a basic problem. 

Is it the Mcell, the phones, obiviously it wasn't the Sim cards??? Why won't this thing just work like it is supposed to????????

[Otto Pylot ACE - Czar]

Where are you located? There are reported outages along the East Coast with MicroCell connectivity (Conn, Maine, Mass, NY).

[Rapidturtle]

My area code is 18336. It is PA, but borders NY and NJ. Can't be an outage, because my phone is now connected, my sons Iphone is connecting like always, but my wifes phone won't connect, and she just dropped a call she was on, while connected to the tower.

As I type different phones into google, and add the "with Microcell", I see a lot of other people with this same type of problem with different all different phones. Obviously AT&T knows there must be some type of problem.

[Otto Pylot ACE - Czar]

The only reason I asked is that there are some connection issues in some of the Eastern states with the flashing green 3G light but I forget that your problem seems to related to specifc phones (which is most strange). I should probably start a file on which phones just won't work reliably with the MicroCell if confirmed.

[Rapidturtle]

They are going to replace the Microcell itself tomorrow. I am going to get one from the store so that it is brand new and not a refurb. I'm really interested to see if this solves the problem. I read a post somewhere of a person have the same problem as I am, only with an HTC phone. Other phones would connect, but his would not. They swapped the Mcell and the problem was solved. I'm keeping my fingers crossed. I'll let you know how I make out.

The problem is strange, as I don't think there is another post on any forums about people having problems with the Atrix 2 and the Mcell. I seem to be the lucky one. 

[Otto Pylot ACE - Czar]

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Rapidturtle wrote:

They are going to replace the Microcell itself tomorrow. I am going to get one from the store so that it is brand new and not a refurb. I'm really interested to see if this solves the problem. I read a post somewhere of a person have the same problem as I am, only with an HTC phone. Other phones would connect, but his would not. They swapped the Mcell and the problem was solved. I'm keeping my fingers crossed. I'll let you know how I make out.

The problem is strange, as I don't think there is another post on any forums about people having problems with the Atrix 2 and the Mcell. I seem to be the lucky one. 

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Sorry to hear that I'm beginning to think that with the 4G/LTE upgrades that AT&T is doing, some phones are starting to have issues with that. We have a very old Samsung 3G phone (my wife's) that has been rock solid on the MicroCell for a couple of years. The iPhones (any flavor) are fine as well.

[Rapidturtle]

Wow, just got back from the store, and they wouldn't give me another Mcell. The store people were trying, but AT&T on the phone, couldn't find any notes about it on my account. They are sending me a refurb, which the techs on the phone last night didn't want. First they wanted me to go home and they would call me for some trouble shooting. Now they are mailing me one, after my 40 minute trip to the store to do the exchange. Right now, I am beyond infuriated with them. I pay over $200 a month for this crappy service. If I can sell the phones, and this lovely microcell on ebay and break even with my ETF, I am gone. 

[Otto Pylot ACE - Czar]

That sucks. I would send a PM to ATTCustomerCare and detail (as nicely as possible ) what you've gone thru and the response from support.

[jamileh]

Well...this is no good. 

Please take Otto's advice and send a private message to ATTCustomerCare with your name, account number, email address, phone number and the best time to contact you. Include all the sordid details (and a link to this thread) so you don't have to rehash any of the stuff you've already been through.

I'm sorry this has been such a difficult process.  




To send a private message, you can either click on the link in this message or click on the little blue envelope in the upper right hand corner, click "compose new message" and type ATTCustomerCare in the "Send To" field.

[Rapidturtle]

Thank's, I sent the message, I will let you know if I hear anything back. Like I said earlier in this post, everyone that I have dealt with at AT&T has been top notch, until I ran into Nancy on the phone today.

[edited for privacy]

[Otto Pylot ACE - Czar]

Do let us know how it turns out.

[Rapidturtle]

Well, got the refurb today. It was thrown in a brown box with no safety wrapping, (just bouncing around in the box) with a sticker over the vents. Just doens't look good from the start. A 5 year old would have packaged this thing better.

Trying to activate it now for the third time. Called in, and they want me to hook it directly to the modem now. I explained what a hassel this would be, and we tried resetting the router. Still waiting now, but one thing that I notice, is on the AT&T activation web site, it isn't showing that it is going through the steps. Power up, Software update, location, activation pending. None of them are lighting up, and the bottom light is blinking green on the Mcell. This doens't seem right...

[Otto Pylot ACE - Czar]

Connecting it directly to the modem is called priority mode and basically connects you directly to the internet ruling out any issues that may be present with the router. It's a good troubleshooting technique that some have found gives them a more reliable connection. If the 3G light blinks green, then activation won't take place beause there isn't any connection to that end of AT&T. I'm assuming that the internet light and GPS are solid green. Personally, I don't like the fact that you received a poorly packaged refurb.

[Rapidturtle]

I am not kidding about the packaging. It was  loose in the box rattling around. I was amazed by it. I'm going to try the cable modem quick and see if it connects. I don't see the issue considering the old one connected through the router though. 

[Otto Pylot ACE - Czar]

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Rapidturtle wrote:

I am not kidding about the packaging. It was  loose in the box rattling around. I was amazed by it. I'm going to try the cable modem quick and see if it connects. I don't see the issue considering the old one connected through the router though. 

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I'll make sure that support knows about the packaging and the fact that you got a refurb. If priority mode doesn't work (and yes, you may have to wait up to and maybe past 90 minutes for activation) then it may be your Moto phone if other phones work fine with your MicroCell.

[jamileh]

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Rapidturtle wrote:

I am not kidding about the packaging. It was  loose in the box rattling around. I was amazed by it. I'm going to try the cable modem quick and see if it connects. I don't see the issue considering the old one connected through the router though. 

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I am sorry you're having such a hard time with this. I see Roy replied to your private message. Please keep us updated on how it goes.