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Explorer

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29 Messages

Sun, Nov 4, 2012 8:12 PM

Is the MicroCell Service Down?

Around mid-morning on November 1, my MicroCell went offline and has not been able to connect since. Everything else on my network is behaving normally and I've had no interruption in my Internet service. So, I was wondering if someone might know if there's a problem with the service in general? Perhaps something weather-related? If not, is there a way I can verify that my device is ironies not malfunctioning?

 

Thanks!

 

Charlie

Responses

OttoPylot

ACE - Expert

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11.7K Messages

7 years ago


 


I used the ATT app (Mark The Spot) that documents bad, dropped and no service locations in my account for my cell phone. After 30 or so days of marking my bad spots (my home location) a few times a day, I had a documented history in my account which convinced AT&T to comp me a MicroCell at no charge.


Companies love metrics and something like that is hard to retute.

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joelsplace

Tutor

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9 Messages

7 years ago

They also sent out coupons for free ones that seemed completely random.  My son got a coupon and he never complains even though his service is terrible.  I complain all the time because I'm supposedly in a "best coverage" area but get constant dropped calls and I didn't get a coupon.  I got my son's Microcell that worked fine at his house and registered it to my account.  It is still down with a flashing 3G light.  They said I need to buy a new one because mine is a "very old unit" right after they told me it was 15 months old.  I guess anything past the year warranty is "very old".  Does anyone know how to get in touch with someone that knows anything about the Microcell?  Everyone I've talked to is limited to reregister/reboot/plug it in somewhere else.  They don't know how they work, what ports they use or what ports are, what DHCP is, what a switch or MAC address is.  I made the mistake of telling them mine was plugged into a switch.  They told me that they aren't tested to work through a switch but they are tested to work plugged into a router.  How many home routers have you seen that don't use a switch?  (I realize that there have been some single port routers that don't have built in switches but how long has it been since you've seen one of them in use?)  I'm wondering how they communicate with the mothership if they don't go through switches?

Help!

Some way to actually see what is going on from the Microcell would be a big help.

The last person that called me also told me there have been no Microcell outages in the last couple of weeks.

joelsplace

Tutor

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9 Messages

7 years ago

Some info that I discovered and haven't seen here:

A fast flashing link light means it detects a network but hasn't been given an IP address.  If your DHCP server is down you will have this problem.

joelsplace

Tutor

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9 Messages

7 years ago

I'm back up!  Thanks to a suggestion from Jamie Gilbert I pushed the reset button on the Microcell and within about 15 minutes it was activated.

Here's how I did it:  With the Microcell powered up I held the reset button in and watched the lights.  The 3G light went through various sequences of flashes and finally went out.  I ended up holding the reset button for about 30 seconds.  I released the button and then the Microcell didn't seem to do anything for about a minute and then it appeared to reboot and go through the normal power up sequence.

OttoPylot

ACE - Expert

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11.7K Messages

7 years ago

I'm glad you're back up. If you read my previous post I did suggest a hard reset but maybe you didn't see it between the time I posted and you talked to support (I'm assuming that's who Jamie Gilbert is).

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
joelsplace

Tutor

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9 Messages

7 years ago

The only place I noticed a hard reset specifically was for a flashing red light.  I didn't have that and the boot sequence looked normal so I didn't think to do it.  I should have tried it.

OttoPylot

ACE - Expert

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11.7K Messages

7 years ago


@joelsplace wrote:

The only place I noticed a hard reset specifically was for a flashing red light.  I didn't have that and the boot sequence looked normal so I didn't think to do it.  I should have tried it.


A hard reset can fix a lot of things. Bottom line is that you are up and running which is all that matters.

 

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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
jamileh

Former Community Manager

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5.2K Messages

7 years ago

I'm glad you got this resolved! 

 

I marked Otto's post as an Accepted Solution so other folks who have similar issues shave an easier time. 🙂

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

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.

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.
MC_ISP

Teacher

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10 Messages

7 years ago

Just an FYI, we FINALLY have full resolution on this one. Many AT&T techs and many techs from our end, plus a "Cisco guy" and an admin from one of our upstream providers were ultimately required. I'm guessing AT&T's upstream provider was also looped in at some point. It turned out the company that provides our upstream connection to the internet backbone had made an equipment change on Nov 2 that borked just port 4500 traffic to and from AT&T. No other traffic appeared affected, which was why customers were OK with everything else including other types of traffic to/from those AT&T servers. Fortunately their admin was able to quickly reshuffle his hardware and get us back in business very quickly once the source of the problem was nailed down. This is a very odd corner case that probably won't be even vaguely replicated any time soon. THANK GOODNESS, because it took quite a few resources to finally find that one little wrinkle.
OttoPylot

ACE - Expert

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11.7K Messages

7 years ago

Thanks for the follow-up on this. It's nice to know that it wasn't all AT&Ts fault this time. It's unfortunate that it took so long but when there are connections in place that other's have control over, it's very difficult to find the root cause. Thanks again!

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AnClar

Scholar

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232 Messages

7 years ago

And a quick word to Jamileh...thank you for your reports and advisories here.  This is the first time in my years on these forums that I've seen information coming back to users from an AT&T employee on anything approaching a regular basis.  Just these short, simple posts acknowledging issues and giving general updates on progress is incredihbly helpful and goes a long way towards making happy customers.  Thanks again!  Smiley Happy

OttoPylot

ACE - Expert

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11.7K Messages

7 years ago


@AnClar wrote:

And a quick word to Jamileh...thank you for your reports and advisories here.  This is the first time in my years on these forums that I've seen information coming back to users from an AT&T employee on anything approaching a regular basis.  Just these short, simple posts acknowledging issues and giving general updates on progress is incredihbly helpful and goes a long way towards making happy customers.  Thanks again!  Smiley Happy


I agree. She works very hard behind the scenes a lot of times and doesn't always get the recognition that she deserves.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
jamileh

Former Community Manager

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5.2K Messages

7 years ago

Thanks! 🙂

 

I really appreciate you taking the time to say something!

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

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.

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.

Contributor

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2 Messages

7 years ago

FYI same problem now appearing in Raleigh/Durham area of NC. Jamileh can you help?
Michael Blankenship
919-906-0110
7127 Eliza Lane
Mebane, NC 27302
OttoPylot

ACE - Expert

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11.7K Messages

7 years ago


@Wolfmansnake wrote:
FYI same problem now appearing in Raleigh/Durham area of NC. Jamileh can you help?
Michael Blankenship
919-906-0110
7127 Eliza Lane
Mebane, NC 27302

Do you have U-Verse? Apparently there is a major outage in the southern states and that may be affecting you. It's also not a good idea to post any personal information here. I can't remove your personal info so hopefully one of the mods will. For future reference, you can send personal information and any MicroCell problems by pm'ing ATTCustomerCare using the blue envelope in the upper right corner of this page.

 

Update: the U-Verse outage is affecting Louisiana, Kentucky, Texas, Georgia, Tennessee, Florida, and Arkansas so far and may be spotty in other states. If you don't have U-Verse, then let us know what your setup is, the light pattern on the MicroCell, is this brand new or did it just fail after working for a while, etc.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.