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Gpv_tx's profile

Contributor

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3 Messages

Fri, Oct 7, 2016 6:13 PM

Dropped calls MotoX os 5.1 will Att MicroCell

Need some suggestions on trouble shooting dropped call at my home.  I have done the following. 

  1. Installed AT&T MicroCell
  2. I have cleared phone cache
  3. Phone is running lollipop 5.1 (4.4 was stock upgraded with AT&T system software upgrade)
  4. Drops seemed initially related to SMS receipts. Clearing cache seemed to help but had another drop today.
  5. Installed Google Messenger.
  6. I have booted safe mode but need several none default apps.  My MicroCell is max bars when my phone loses service.

Problem is intermittent.  Are there any known issues related my problem?

ATTHelp

Community Support

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204.1K Messages

6 years ago

Hi there @Gpv_tx!

 

I’m sorry to hear about those intermittent call drops! That would definitely be frustrating!

 

Good work with the troubleshooting, I’d like to ask a few questions so we can continue digging into this!

 

We will want to check the home internet speed.  With a computer currently connected to the home network, please go to our Speed Test page.  For a Microcell you will want to show an upload speed of at least 256Kbps and the download speed with the minimum being 1.5Mbps.

 

When looking at the Microcell, do you see any lights showing as red or blinking?

 

An option we always suggest is powercycling all the devices, starting with the modem and Microcell, and then turning the phone off and back on once you can see the green steady lights on the Microcell.

 

Thanks for reaching out about this! We’re always glad to help out here in the AT&T Community!

 

 

Fiona, AT&T Community Specialist

Contributor

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3 Messages

6 years ago

here are the speed test results.  

 

  • Download Speed HELP 30.19 Mbps (3773.6 KB/sec transfer rate)
  • Upload Speed HELP 26.77 Mbps (3345.6 KB/sec transfer rate)
  • Latency HELP 10 ms

I have Iooked promptly at the Microcell after each dropped calls and all four lighted icon have always been solid green w/ the max bars .  

 

I'll do the you recommend power cycle after the next dropped call starting w/ my modem.  the phone of course has had several power cycle changing in and out of safte mode. 

 

I've a few scheduled calls tomorrow so I'll put my phone in safe mode.   Then as someone to send me some txt messages to see if I get dropped.

 

 

ATTHelp

Community Support

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204.1K Messages

6 years ago

Hello again @Gpv_tx!

 

Thanks for following up! Those connection test results look very strong; we can safely rule out internet speed as a possible variable here.

 

Has this been happening since you first activated the microcell?

 

Please let us know if these issues continue after the equipment power cycle.

 

Have a great day and thanks for being a part of the Community Forums!

 

 

Fiona, AT&T Community Specialist

Contributor

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3 Messages

6 years ago

I think my dropped calls have been before the MicroCell. Today I had a successful safe mode phone call receiving multiple sms messages without a dropped call. After my successful safe mode call, I removed two apps. One was network news related. The others were sms apps both aftermarket and not available in safe mode. Looks like I'm making progress. I've had two successful calls in normal mode while receiving and sending sms messages. Currently using Google Messenger in normal mode and default AT&T Messaging app in safe mode. Will give an update in a few days. Hopefully I will be able to say no more drops. So far this appears to be application related. Btw my phone stock was KitKat and is now Lollipop. I think that upgrade is when my problems started. Note before removing my sms applications today I also had been receiving MMS can't be delivered. That message is nolonger showing up either. Fyi I did not power cycle any equipment except my phone.
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