07-19-2013 01:18:32 PM - last edited on 07-19-2013 02:22:18 PM by cathy2981
I was told to post this on the Micro Cell Forum
See below please, as this is the point I am at now, and I do apologize for the legnthy message, but want you to be aware of all I am trying to do on my end as well to resolve this issue, I am going to pick up the new microcell here shortly and try that, but also I want to make aware that I have tried everything below and nothing has worked. I have asked a couple times as you will see below what is the option if the new Microcell does not work, my question was not answered. I would also like you to know that my phone worked absoluelty perfectly for 8 months prior to this issue happening, and it worked inside and outside my house, you name it, I have replaced it, phone, sim, etc, etc. I would like to thank you again for taking the time to read this and help to solve this issue. I will send you a PM with my phone number, account info etc, but just so you know my phone does not work around my house, thank you again for your time
Thank you for your patience! Your AT&T Representative will be with you shortly.
Welcome! You are now chatting with 'Ricardo *edited*'
Ricardo *edited*: I am reading.
Robert: LOL Sorry again
Ricardo *edited*: How old is this interaction?
Ricardo *edited*: Days hours?
Robert: 4 Hours
Ricardo *edited*: OK, so they promised a call back for when?
Robert: They cant't call me back, my phone does not work
Ricardo *edited*: The main line on the Microcell is To clarify, is the number you are inquiring about ??
Ricardo *edited*: Gotcha!
Robert: Yes sir
Ricardo *edited*: Iam no wpulling up stuff.
Ricardo *edited*: Let me see how the activation is going.
Robert: No Problem and thank you for doing this
Ricardo *edited*: Activation complete as per your login.
Robert: Yes everything on my end is operating
Robert: except my phone
Ricardo *edited*: So the phone is not attaching?
Ricardo *edited*: No I see some undefined errors on this other tool
Ricardo *edited*: This is why I say undefined, it says response not found due to possibly update processing or an unplugged power or internet cable. Check device connectivity. Try request again.
Ricardo *edited*: What are the LED lights showing, please?
Robert: It just cut out as you tyoed that, it was on M-cell 4g, let me check right now'
Ricardo *edited*: I am sharing these because they are perhaps he best tool we have.
Ricardo *edited*: Plesae click here and bookmark these.
Robert: All lights are on and everything is working
Ricardo *edited*: Awesome!!!!
Ricardo *edited*: The Midas touch.
Ricardo *edited*: Lisen I would keep that LED legend.
Ricardo *edited*: I love it.
Ricardo *edited*: Were you able to open the link?
Robert: except, i Just called my wife and She could not hear me at all on the phone?
Ricardo *edited*: Is she on the Microcell?
Ricardo *edited*: Or out somewhere?
Robert: no she is away on business
Robert: she does not use the microcell
Ricardo *edited*: OK
Ricardo *edited*: Please power off the device.
Ricardo *edited*: Please power back on now.
Ricardo *edited*: Lets get a fresh registration.
Robert: ok it is going through the motions and booting up
Ricardo *edited*: I got rid of the errors and see them back again.
Ricardo *edited*: How old is he Microcell?
Robert: top 3 lights are on and the 3g signal is blinking, the unit is less then a week old
Ricardo *edited*: Has i eer worked?
Ricardo *edited*: *ever
Ricardo *edited*: Green/Flashing: Initialization is in progress. Flashes may be short or medium length.
Ricardo *edited*: NOTE: This process may take up to 90 minutes to synchronize with the AT&T system after completion of the activation process. If the 3G light continues to flash after 90 minutes:
Ricardo *edited*: Unplug and plug the Ethernet cable back in.
Ricardo *edited*: Restart the MicroCell by unplugging the power and plugging it back in.
Ricardo *edited*: Power cycle the modem, router, and MicroCell in that order.
Ricardo *edited*: Verify that the Activation Process has been completed successfully
Robert: The unit said it was working, however I have not been able to place any calls unless I leave my house and go approx 1/2 mile in any direction, and I never had a issue with cell service in my house
Ricardo *edited*: You have a 14 day buyer's remorse on it to get another one clean swap at any corporate store.
Ricardo *edited*: Do yo have a constant fast speed? Although it i no showing that is a problem?
Ricardo *edited*: My fear is the following, I have seen people trying to fix something that really should be plug and play and miss the buyer's remorse date.
Robert: My phone is connected to M-cell right now, and I just tried to make a call and the person could not hear me, also i did not pay for this unit, they sent to me for free, I also checked the internet speed and it was well above the minimum requirements
Ricardo *edited*: The way these work is with a fast constant un firewalled Internet connection, hey just take at most 90 minutes tt register and they work.
Ricardo *edited*: It does not seem to be your connection.
Ricardo *edited*: It seems to be the unit.
Ricardo *edited*: I read the transcript and you did what needed to be done, I take it.
Robert: my question is if a different mcell does not work, what are my options? My phone worked fine unitl a month ago, I have changed phones, sim cards, you name it I did it, also it took less then 10 minutes for the mcell to connect, so i know it is not the internet
Ricardo *edited*: You disconnected everything and unregistered and re-registered and waited more than 90 minutees.
Ricardo *edited*: Does your phone work fine anywhere there is a cell service?
Ricardo *edited*: I mean if you take it to own or anywhere there is high cell service does it work fine?
Robert: yes, phone works great as long as I go a 1/2 mile or so in any direction, however my phone worked fine where i am until a month ago, and then the network like disappeared
Ricardo *edited*: Then it is not the phone.
Robert: I had that repalced too, lol
Robert: ooops replaced
Ricardo *edited*: No, I do not think it is the phone.
Ricardo *edited*: The errors disappear for a little bit then I get what I gave you that pretty much means disconnect it and reconnect it.
Ricardo *edited*: And if you did not get it from AT&T I have no way to warrant it.
Ricardo *edited*: I will note the account.
Robert: So how do I get a new microcell, and if that one fails to work, then what? this phone is my work phone and I cannot keep missing calls
Robert: At&t sent it to me
Ricardo *edited*: If the new one fails you can return it with the packaging to the store within 14 days.
Ricardo *edited*: Only stores carry hem.
Ricardo *edited*: Let me find you a store near the billing address.
Ricardo *edited*: 2430 66TH STREET NORTH ST. PETERSBURG, FL (727) 343-0584 MON-SAT 9:00-8:00, SUN 11:00-6:00
Ricardo *edited*: I am 90% sure it is the unit given the errors popping in and out.
Robert: ok i have been their numerous times about this issue, will they take back the one that At&t mailed me?
Ricardo *edited*: You can ask if they do.
Robert: I have my order number, invoice number, and WMS number
Ricardo *edited*: The store is pretty close.
Ricardo *edited*: Order number for what?
Ricardo *edited*: Did you buy this from AT&T?
Robert: from at&t for the microcell, they sen it to me
Ricardo *edited*: This one?
Robert: it came from fort worth tx
Ricardo *edited*: The one that is a week old?
Robert: yes this one
Ricardo *edited*: Is it a warranty exchange or new?
Robert: brand new, I did not have to pay for it
Ricardo *edited*: The store will swap i for you immediately.
Ricardo *edited*: It cannot be exchanged for warranty until day 15.
Robert: ok and not to be a pain for you but what happens if that microcell does not work?
Ricardo *edited*: They all have a 14 day buyer's remorse.
Ricardo *edited*: If for any reason it is the Internet it is being fed the problem contact the Internet company to make sure it is not firewalling it.
Ricardo *edited*: Verizon sometimes firewalls the connection.
Ricardo *edited*: What else I can assist you with today, Robert?
Ricardo *edited*: I just don't want you to miss the 14 days.
Robert: I only ask because I am losing money everyday that I pay for a cell phone that does not work, I already had the inteenet company come out and test this, they are not firewalling it
Ricardo *edited*: Then it is the unit or it will not work.
Ricardo *edited*: It can't be that all units will not work.
Ricardo *edited*: If there is nothing wrong with the Internet connection.
Robert: So what happens if the unit will not work?
Ricardo *edited*: This is a mobile service and if it is the phone we replace it.
Ricardo *edited*: If it is the unit we replac3e it.
Ricardo *edited*: If the phone works everywhere then you ahve servcie.
Ricardo *edited*: *service
Ricardo *edited*: All fem to cells have Internet requirements.
Ricardo *edited*: No firewall constant fast speed.
Robert: Ok thank you for your time, I will go to store tomorrow.
Ricardo *edited*: My plesaure.
Ricardo *edited*: *pleasure.
Ricardo *edited*: We will ake care of i.
Ricardo *edited*: *it
Ricardo *edited*: Have a great weekend!
Robert: you too
Thank you for the email Ricardo, it is greatly appreciated!
I got your VM this morning, but my phone never rang last night. I have turned off the LTE, and still no luck, I have also rechecked with My Internet provider and they stated that they have no firewall, I also did a direct hook up with the microcell like you suggested, and still nothing.
I will take the microcell to the AT&T store today and swap out in hopes that it is the unit
I want to sincerely thank you for getting back to me and taking the time to help resolve my issue, I'm just a little frustrated as to why my phone worked perfectly for more then 8 months inside and outside my house and now nothing, again I appreciate you getting back to me and I will keep you posted on the new microcell or please let me know if I should contact someone other then you!
"Intelligence over emotion"
On Jul 18, 2013, at 21:10, "*EDITED*, RICARDO"
This is Ricardo from AT&T.
As a redundant thing and to avoid waiting I filed a voice network case #CM20130718_69330737 is you reference number,.
Engineers have up until July 23 to resolve the case but I thought we file a voice case on the microcell and have you replace it as well. You already contacted Verizon about not having a firewall.
Make sure you try to connect wall to modem to Microcell first to avoid any firewall unless the modem is a all in one modem router. Routers are the ones that firewall.
Also as an afterthought try turning off LTE manually on the iPhone 5, I have heard a few will no go into 3G to make the voice call.
Like I said we will take care of you.
On Thu, Jul 18, 2013 at 7:15 PM, Robert > wrote:
Hello, I am sorry to dump all this on you, but could you please review this so I do not have to retype and explain again, again I apologize for the lengthy explanation below.
Thank you for your patience! Your AT&T Representative will be with you shortly.
Welcome! You are now chatting with 'Zandalee *edited*'
Zandalee *edited*: Hello Robert, I am now reviewing exactly what's going on with your device. Give me just a moment to read over what you submitted to me.
Robert: No problem, and thank you
Zandalee *edited*: Okay Robert, I just want to clarify on a few things, when you say the FemToCell, what exactly is that? I do know we have the 3G Microcell with works as a small cell tower to boost coverage, is that what you're referring to?
Robert: Yes I apologize for that, I dont know why I wrote the Femtocell, the device I have is the 3G Microcell,
Zandalee *edited*: Okay, that's what I was thinking but just had to be sure. So that Microcell is connected and is your device connected to that?
Robert: The Microcell is connected, and also to my device as well, I have moved, restarted, and checked the Microcell and everything is working, it has a full signal
Zandalee *edited*: Okay, what do you appear on your device as far as signal?
Robert: M CEll- 4G
Zandalee *edited*: How many bars though?
Robert: Approx 1-3 depending on where in the house or outside the house I am, I could be right next to the microcell and it still does not work
Zandalee *edited*: Okay, and at what address are you using that Microcell?
Robert: oops, sorry, I kept hitting return by accident
Zandalee *edited*: Haha, no worries
Zandalee *edited*: I'm just looking over a few things for you Robery.
Zandalee *edited*: Sorry, Robert
Zandalee *edited*: Where's the microcell located in your home?
Robert: on the 2nd floor, on a windowsill, on the outside of the window their are no coverage and the space is wide open, void of trees, etc
Zandalee *edited*: Okay, I'm going to recommend having you disconnect the microcell completely and disactivate it online and then completely reregister the Microcell.
Robert: ok, and I am not complaining in any way, but what if that does not work, what are my options, I know it is not your fault by any means, but I do not want this to be a long drawn out process where I have to keep contacting At&t for this issue, thank you again
Zandalee *edited*: I definitely understand and I want to make sure we get this figured out for you Robert. I do believe there is a problem with the connection the Microcell is picking up because if it were picking up the signal you would receive 4-5 bars on your device. If that does not resolve the issue, we would most likely look into getting the Microcell replaced.
Robert: Ok I will try to redo the micro Cell as soon as I can, thank you for your time on this it has been greatly appreciated
Zandalee *edited*: It's my pleasure Robert, would you like me to set up a commitment to contact you and check up on the status of the Microcell and if the signal is better.
Robert: Yes that would be GREAT!!!! Do you call, email, or how does that work, lol because you cant call me, HAHAHA
Zandalee *edited*: Haha that's right! Well I can set it up for you to be email
Zandalee *edited*: emailed*
Robert: That would be perfect, thank you, my email is
Zandalee *edited*: Oh great, I'll get this all setup When do you think you'll be able to complete the deactivate and reactivate?
Robert: Most likely within the next 3 hours for sure, I have a meeting at 3:15, but will be right home after and will get started on it, Thank you again Zandalee for all your help
Zandalee *edited*: Okay, I'll submit that commitment for later on this evening then Robert And you're very welcome! I wish you the best of luck with this and definitely want it back up and running as it should. Any other questions before I let you go?
Robert: Nope that's it, have a blessed day and thank you again.
Zandalee *edited*: You as well Robert, thanks for being so awesome! :
After talking to Zandalee *edited*, I deactivated the Microcell and reactivated, I did get a slightly stronger signal, but with the same result, I called multiple people from different locations including right next to the microcell with the same result, please help!
See below from my original post on the AT&T forum, thank you for your help
I have a Iphone 5 through At&t, I got the phone the day it was released and it has worked great up until about a month ago. Now when I get calls or try to call someone, the person on the other end of the phone cannot hear me or I sound so distorted that they cannot understand me.
Below is a list of all things I have done to try and figure out why my phone used to work but now doesn't.
I have had the sim card replaced 2x
I have had the Iphone replaced
I have been given a FemtoCell, which did not help the situation at all.
I have troubleshot, moved, relocated the Femtocell with no better service, and femtocell is said to be working perfectly
I have had them check the towers in my area, etc
I have studied the coverage map and I may be wrong but the line for 4G and LTE runs pretty much through my house and my phone is constantly fighting and trying to go between either 4G or LTE. I would understand if the phone did not work inside, however the phone does not work outside my house either unless I drive approx 1/2 mile in any direction
I have called At&t and I am at the point now where I do not have a clue what to do. I cannot call At&t while at home because I do not have a land line, as I have always used my phone. I do not want to cancel with At&t, I have been a customer with them forever since the cingular days, I have never been late on a payment, and I am very frustrated with this.
I use my cell phone (well used to) for work at home, I also do not feel that I should have to pay a ETF for this if they cannot fix this issue, granted they have given me the Femtocell, but that took a lot of arguing and it does not work.
Can anyone help me with this, I have about a year left on my contract, and I need cell service in my house like it used to be!!!!! The phone worked perfectly for almost 8 months and now nothing just would like some answers as to why this happening now when it worked perfectly before, Thank you in advance for any help you can give
[edited for privacy – please do not post personal information]
07-19-2013 03:15:50 PM - edited 07-19-2013 03:18:18 PM
Wow. This is long. Ok, without going back and forth reading the story I'll give you the basic setup and troubleshooting.BTW, I have an iPhone 5 and 4, and an old Samsung plus various other 3G phones on the Guest List and they can all connect witout any difficulties and have been able to do so for a couple of years.
1. Modem -> router -> MicroCell using the enet port (not the Computer port on the MicroCell). 18" away from a window with an unobstructed view of the sky. Place the MicroCell horizontal to the window so that the side is facing the window. At least 2' away from a WiFi device. If you have separate devices you can connect in Priority Mode which is modem -> MicroCell -> router. That takes the router out of the chain and eliminates any config issues with the router. The connection must be a wired connection even though some folks have had luck with PowerLine Adapters.
2. Lights should all be a solid green (Power, Ethernet <internet>, GPS, and 3G). If the 3G blinks green then you have lost connection to the AT&T servers. If it blinks red, you may have a hardware failure. GPS connection needs to be maintained at all times because AT&T periodically checks location.
3. The minimal router settings are: DHCP enabled, IPSec Pass-through enabled, and Block Fragmented Packets disabled. Ports that need to be open are: UDP123, UDP4500, UDP500, and TCP443 (all Public and Private). Make sure your ISP is not blocking any of those ports. It's unlikely but you never know. If you don't know how to check the router settings, ask your ISP if they supplied the router to you or ask the mfr.
4. Make sure all of your cables are in good shape and not crimped. Also, check the ac adapter for the MicroCell to make sure that it doesn't feel too hot. They can sometimes fail slowly and any interruption in power may cause you to lose connection (but the 3G light should start blinking green).
5. For initial activation to take place, the address on the activation page must be the address and billing number of the primary phone.
If all of the above is ok then.......
1. We leave our iPhones with WiFi and LTE on all of the time. The MicroCell account is also set to hand off.
2. Reset Network Settings on the iPhone if you haven't done so already. You may lose some password or whatever so make sure you write them down so you can quickly put them back in.
3. Do a hard reset on the MicroCell by holding in the reset button on the back for 30 seconds.
4. Deactivate and then reactivate your account.
5. Who is your ISP and what kind of service do you have, cable, DSL (static or PPoE)? If you have satellite service the MicroCell will not work reliably with it because it's designed for land-based internet service only.
6. If the new MicroCell doesn't work in Priority Mode, then it could be your ISP or an upstream switch which is blocking or having issues with port 4500. Only your ISP can check that and some are willing, others aren't.
7. Toggling back and forth Airplane Mode can sometimes re-establish a connection but that's a lame, temporary fix and doesn't resolve what ever the underlying problem is.
8. The MicroCell is 3G only so it shouldn't be affected by 4G/LTE at all. BTW, coverage maps are questionable because they just indicate coverage due to tower strength and propagation, not necessarily signal quality or reliability.
Make sure your router has the most current firmware upgrades. You may have to setup with port forwarding to a static assigned IP address for the MicroCell based on its MAC address using the ports mentioned above. That's how I have mine setup. It's possible that AT&T is doing tower maintenance/upgrades and the signal is fluctuating enough that your phone starts looking for another connection and can't connect. Which iPhone version do you have and are you running the most current software? Unlocked or jail-broke phones can develop issues with either upgrades to the phone or upgrades to the MicroCell.