10-16-2012 06:02:50 PM
I have owned a microcell for 21 months and I have had no major issues. We have a summer home up north and when we returned to our winter home in Florida one week ago, plugged the microcell in and waited...it has the power light and ethernet light on but no gps or 3g light. I tried all troubleshooting sugggestions in user guide with no results. I called att support and spent 45 minutes trying different things including running speed test on internet and they could find no issues. She said she would request higher tech support and they would e-mail me. That was last week and I received an e-mail saying the resolution time would be next Tuesday, October 16th. Today is the 16th and it is almost 9 PM....NO CALL. I called att support this afternoon and he looked it up, said it was still open and someone would call. NO CALL !
Location of microcell is not the problem, it worked there for 21 months. Only change, I did download the os6.0 software recently
on my iPhone. I see from other posts that this may be an issue. WHY?
For the past week I can only use my iPhone by my back door or outside. AT&T: This is no way to run a business !
10-17-2012 07:50:39 AM
Sure enough, AT&T support never called on Oct. 16th like they said they would. I have no phone service at home for a week.Some time ago I discontinued my home landline so I only have a cell phone.
I see a lot of posts saying that cisco, the mfg. of the microcell, pushed an update on 9/17 that crashed their microcell. Has anyone got a resolution to that problem? Some posts say they had to replace their microcell...will AT&T replace it at no cost, even if it is over a year old ?
10-17-2012 08:46:41 AM
The 4G update that was pushed around the release of the iPhone 5 did indeed screw up some MicroCells. I was under the impression that a second update corrected that for some but maybe not. I would try a complete reset, activate/reactivate, etc and see if that wakes up the MicroCell. If that doesn't work, you can try to contact our group CM, Jamileh and see if she can get support to help you.
10-17-2012 05:39:10 PM
This is the worst case of incompetence I've seen in 72 years. After the experiences listed below, today October 17th @3 PM I finally got a call from ATT re. my case #. (This is one week after I reported my microcell would not work). He ran through the same troubleshooting stuff in the user manual. I told him I've done that multiple times. The only thing he did was deactivated my microcell account and re-activated it (which I had already done previously); told me to wait 90 minutes, turn my iPhone off, wait one minute, turn it back on. If microcell still wasn't working unplug it for 30 seconds & plug it back in (which I had already tried numerous times). He said if no luck, he would text me an 800 number to call back. That was at 3:49PM. At 7:30PM I called that number, gave her the background, none of her suggestions worked so she said wait while I check with the warranty department. I got cut off ! I called back, gave a new person the background, after a waste of time she told me my "case was still open" and that I shouldn't have called this number, I should call the original tech. I said, this is the number he gave me. She gave me an 877 number and a pin number. I called that number, gave the pin and get a recording, "this department is only available 9AM to 6PM, call back". It is now 8:30 PM, I am exhausted, disgusted, & mad !
I have been an AT&T customer since they began and this is how they treat me....7 days without phone service in my home. I have no other phone, so if our family up North call during the night re. an emergency I won't get the message until the next day ! I have two month left on my AT&T iPhone contract and I will change carriers FOREVER !
10-18-2012 03:47:30 PM
Nothing but lies, failure to call, no follow-up!
How do we fix this?
10-18-2012 07:16:29 PM
Thursday, October 18, 9:48PM
Today was day #8 that I have been without indoor cell service due to non-working microcell. My cell is my only phone so I've had to stay by my back door to call or receive calls from ATT support. Multiple techs have only suggested the same procedures over and over and the microcell is still unoperable (power light & ethernet light/no gps or 3g light). After 8 days of calls, no call-backs, cut-off calls, etc. etc. today I told them it's obvious to me that the microcell has crashed. The only offer they made was to send me a replacement microcell with the stipulation that the company would examine my microcell and if there was any damage from moisture or any other factor or if it was indeed operable, then I had to pay $196. I've had the microcell for 22 months but since we are "snowbirds" the unit was idle for two six-month periods...so it was only in use 10 months. I refused this offer because once I send it to them they can say whatever they want and I'm screwed and secondly I don't want to keep buying another microcell after only 10 months of use.
AT&T has put me through 8 days of misery, raised my blood pressure and made me a nervous wreck, So goodbye AT&T, I'm going tomorrow to sign up with Verizon or Sprint. I'll pay my 2 month early termination fee and consider it a bad nightmare.
10-24-2012 05:32:49 PM
Can You Hear Me Now? I switched everything to Verizon...have good signal inside home without any signal booster; saving money; very pleased ! Everyone says Verizon support is much better too.
Used ATT Micxrocell for sale AS-IS and ATT gateway modem..