Trouble Activating Microcell

[LM2012]

Activation on my Microcell fails several times. I have a Netgear Router and have set MTU size to 1492. Is there anything else I am missing. It gets GPS signal and only fails on last activation step FACT106 error, I think

[Otto Pylot ACE - Czar]

It could be an address database issue. Are you in a rural area?

[LM2012]

Kind of rural. What does address database issue mean?

[Otto Pylot ACE - Czar]

One of the functions of the GPS lock is to identify your location. Once lock is estabished with a nearby tower based on your GPS coordinates, those coordinates are compared to the location database that AT&T has based on the address of the account holder. Sometimes the AT&T database is not current enough to have your GPS coordinates, so activation is pending upon confirmation of your address with your GPS coordinates.

[LM2012]

AT&T has my correct address. I suspect it is something to do with my router config. I have set mtu size to 1492 but when look at attached devices the microcell does not appear

[Otto Pylot ACE - Czar]

Here's the link to the MicroCell Troubleshooing Guide that may help you with your router settings. Not all routers are covered but it should give you an idea of what the settings are supposed to be. And if you are in a rural area, don't assume that AT&T has your correct address coordinates, especially if you're in a newer area. The house address is sometimes not enough.

http://www.wireless.att.com/media/en_US/swf/3Gmicrocell/ATT3GMicroCell-Troubleshooting.pdf

[LM2012]

Do I just phone tech support to make sure they have my correct location or what else should I do to make sure they have my location?

Thanks for the link

[LM2012]

I applied the settings listed and am connected to the router through a switch (i.e. no second router in the chain)

[Otto Pylot ACE - Czar]

Ok. To go over the basics, your connection should be: modem -> router -> MicroCell. The router should be handling all of your networking. IOW, the modem should be in bridge mode so that all it does is pass data back and forth. The router will take care of NAT, firewalling, etc. DHCP should be enabled so that the router assigns and IP address to the MicroCell (the MicroCell's MAC address should be associated with an assigned IP address). The MicroCell needs to be within 18" of a window with an unobstructed view of the sky because you need to have GPS lock all of the time (solid green light). The internet light should besolid  green which means you are connected to the internet. Finally, the 3G should be green. If it is, all is well. If all lights are green but the 3G light is blinking green, you may not be registered yet. You should receive a text or email from AT&T saying that you are registered and ready to go. Check the status page to see if it indicates you are registered. Remember, the owner of the cell phone account will be the first phone number on the registration page and that's the address that AT&T has to match in their database with the GPS info that they receive from the MicroCell. If all of those conditions are met, and you are still not registered with a blinking green 3G light, then power cycle the whole system. If that doesn't work, try to de-register and then re-register the MicroCell. If all that fails, you can try a hard reset (the reset hole on the back). If you still can't get it to register, and all lights are green with the exceptoin of a blinking green 3G,  you'll have to either call support or pm (blue envelope in the upper right corner of this page) ATTCustomerCare detailing your problem, what you have done, and your customer info.

[LM2012]

I did all that and customer support was not able to help. Is it time just to give up?

[Otto Pylot ACE - Czar]

pm ATTCustomerCare with your issue and customer info. They are there from about 8-5, M-F, CST.

[LM2012]

I have, several times with no success. I think I need to find an alternative solution/carrier

[Otto Pylot ACE - Czar]

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LM2012 wrote:

I have, several times with no success. I think I need to find an alternative solution/carrier

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Did CustomerCare not respond or were they unable to resolve your issue?

[LM2012]

They were unable to resolve the issue. Last I got from them was they were going to escalate it and I should hear back next week some time. Except they never told me how i was going to hear back, Pretty sad

[Otto Pylot ACE - Czar]

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LM2012 wrote:

They were unable to resolve the issue. Last I got from them was they were going to escalate it and I should hear back next week some time. Except they never told me how i was going to hear back, Pretty sad

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Let me see if there's something I can do to put a fire underneath them.

[LM2012]

Thanks. But i don't think they know what they are doing. The two times I called, all they did was re-walk me through the installation steps and see how it fails at the same step that I do..I think I need help with my router config but they never get there. Crappy design by Cisco that I have to play around with settings in my router.

[jamileh]

I'm sorry you're having so much difficulty. 

The ATTCustomerCare Otto is referring to is a team of folks who work in this Community and I don't see that you've contacted them. We'd really like to help get this sorted out. 

I know you're very frustrated with the service you've received and I really want to make sure you get connected with the right folks. 

Will you please send a private message to ATTCustomerCare with your name, account number, email address, phone number and the best time to contact you? Please include any ticket numbers you've been given as well. 




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.