Tutor
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3 Messages
HELP - 3G light is flashing, microcell was previously working fine
Hello,
I figured it was worth posting here so I have yet to have success with anything else.
Background
I live in an area almost exactly inbetween three AT&T cell phone towers, so subsequently my phone is constantly switching singnals from one tower to the other giving me very inconsistent service. After diagnosing the problem with AT&T about six months ago they sent me a micro cell free of charge, and it worked absolutely fantastic until....
The Problem
About a week ago my microcell's 3g light started flashing, this had happened once or twice before so I performed a simple reset but it did not fix the problem like before.
- I tried resetting my modem, router, and microcell
- hard resetting my microcell for 30 seconds
- de-activing and re-activating my microcell twice
- checking my power cord to make sure it was the right voltage
- getting a replacement microcell sent to my house
- setting up my microcell in the alternate arrangement (modem-->microcell-->router)
- updating the firmware on my router
and none of these fixed the problems.
My current internet is about 30mbps DL and 10mbps upload so that isn't the problem
The ports on my router are all opened, and nothing has changed to effect that
After going extensively through the forums I am kind of at a loss of what to try next. Any suggestions from people on the forums?
I am currently located in the East Bay of California (Alameda, CA)
Thanks very much.
-Frogis
Accepted Solution
Official Solution
ATTMobilityCare
Community Support
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15.2K Messages
Il y a 6 y
Hello Community!
One of the most common topics we see on the forums is regarding the Microcell. Specifically, how to identify and understand the differences between the LED light indicators on the device as well as troubleshooting steps to resolve any issues.
The information contained below is a combination of the great community content, as well as information provided by our Advanced Technical Support team that supports the Microcell every day.
MicroCell LED Guide
Power LED
Ethernet LED
GPS LED
Computer LED (only on white model MicroCells)
Network or 3G LED
We also have comprehensive Video content to help you navigate any issues you might be having:
Note: A failing AC adapter can affect any of the LED lights so it’s always a good idea to check the adapter with a voltmeter, especially if the MicroCell is a few years old or you have experienced numerous or unexpected power outages.
You can also find a full list of Microcell support by visiting our Microcell support site!
Thanks again for all your fantastic questions and support, and please comment below if there is anything we’ve missed!
Katie, Community Specialist
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EnigmaWave
Voyager
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2 Messages
Il y a 8 y
I've been a MicroCell user for the past several years, and up until a few days ago, have never had any issues; but now, my MicroCell is unable to connect to the network.
The situation right now is that the top three status lights (power, ethernet, gps) will all light up solid green, while the bottom light (3G) flashes green and never solidifies.
Deactivating and reactivating on the website results in power up, software update, and location verification all completing successfully, but activation failing with FTC101.
Rebooting modem/router does not help, nor does restoring factory default settings, nor direct connection between MicroCell and modem bypassing router.
Disabling firewall on modem and/or router, enabling static NAT/single static IP address, and DMZ, does not help any, although the MicroCell was operating correctly in the past with no changes made from the factory default settings, so I wasn't expecting any of that to help much.
I took the MicroCell into town with me, and after changing the address, tested it on the DSL connection at my business with the exact same results.
I called AT&T tech support while there, explained all of the above, and they authorized a replacement.
I exchanged the MicroCell at the AT&T store in town and took the replacement back home with me to start over, and unfortunately, the replacement behaves identically to the original.
Attempting to communicate with support while at home has been problematic, as my phone is completely unusable without a working MicroCell; but I have been able to use Skype to contact them a few times, and have heard from them that the specific part of the activation process which is failing is when the MicroCell attempts to to establish the VPN connection.
I have contacted CenturyLink regarding the ports the MicroCell utilizes, and got the response that their policy is to not block ports as they do not want to break user applications, although they didn't actually answer the question about those specific ports.
Both of the internet connections I have tested on are provided by CenturyLink, I have no idea what that says about their answer.
At this point I really don't know where to go next from here, and would greatly appropriate any help or advice.
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fraggboy
Teacher
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20 Messages
Il y a 8 y
Otto,
Could you provide AT&T's server IP's used to establish the VPN tunnel? A tracert would help to troubleshoot originating from the clients' end.
I know that Verizon supplies their IP addresses used for their femotocell, which I have used to troublehsoot several issues.
If nothing has changed at the customers house, it's either their ISP (Which I doubt they are blocking the necessary ports), routing, and/or AT&T equipment.
If EnigmaWave could perform a tracert to their servers, we could dig a little deeper to try to uncover the issue. I did a quick search and I couldn't find any IP's, except for your .pdf that shows an IP address, with the first 3 octets masked out. Not sure if that's an option.
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NeptuneX
Contributor
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1 Message
Il y a 8 y
Had very similar problem. Blinking 3G green light with other 3 lights solid green. Went through all the troubleshooting with same results. AT&T sent me replacement Microcell tower and still having same problem with replacement unit. Have had my ISP out to check the cable and it is fine (30+MBS download). Best I can determine is there have been no software updates pushed to modem or routers in the house.
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OttoPylot
ACE - Expert
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18.1K Messages
Il y a 8 y
fraggboy - the reason I x'd out the ip address is that I didn't think it was a good idea to post the address that was being used at the time I found the information. It's not secret but it does take a lot of digging to find and I don't think it would be that useful anyway to the enduser. The AT&T engineers need to verify for themselves what, and where, the problem is before they act on it. I'm not trying to be apologetic for AT&T but just realistic. Besides, that address was acquired a long time ago and it wouldn't surprise me if AT&T hasn't changed it since then because of security and other reasons.
NeptuneX - I will forward your complaint to the Admins but I would suggest sending a pm to CustomerCare (link in my sig) with your issue, how long it's been going on, your setup (including ISP), account information, the best way for them to contact you, and most importantly, your location. It has been my experience that ISPs are reluctant to tell customers if they've been doing any upgrades on their network boxes because quite often that doesn't require a system update to the enduser and is very transparent. Speed is only one small factor in a successful VoIP connection. A lot of things have to play nicely for your calls to make it troublefree to AT&T, especially when traversing a non-AT&T network.
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ms_unicorn
Former Employee
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4.9K Messages
Il y a 8 y
Hello, everyone!
It sounds like you're all having issues with your MicroCells. As OttoPylot suggested, we'd be happy to look into this for you guys, so please click here to send us a private message.
In your message, please provide your name, phone number, email address, and the best time to reach you. You can expect a reply within two business days, so keep an eye on the little blue envelope icon in the top right corner of your screen.
In the meantime, feel free to message me with any other questions or concerns.
-Mariana
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OttoPylot
ACE - Expert
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18.1K Messages
Il y a 8 y
Thank you Mariana!
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OttoPylot
ACE - Expert
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18.1K Messages
Il y a 8 y
I'm south of you in San Jose and haven't had any issues. What is disturbing is that similar issues have been reported for the last few weeks elsewhere but the West Coast. Who is your ISP?
Send a PM to CustomerCare with your issue, what you have done to fix it, your account information, the best way for them to contact you, and your location. I've been working with the Admins and they are aware of this.
I have copied and pasted your message and sent it to the Admins.
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ms_unicorn
Former Employee
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4.9K Messages
Il y a 8 y
Hello, Frogis!
Thanks for posting. As OttoPylot suggested, we definitely want to look into this MicroCell issue for you so click here to send us a private message.
In your message, please provide your name, phone number, email address, and the best time to reach you. You can expect a reply within two business days, so keep an eye on the little blue envelope icon in the top right corner of your screen.
In the meantime, feel free to message me with any other questions or concerns.
-Mariana
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OttoPylot
ACE - Expert
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18.1K Messages
Il y a 8 y
Thanks Mariana.
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diverse
Contributor
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2 Messages
Il y a 8 y
My primary residence is in Calif, my other home is in rural Idaho where there is no ATT coverage at all. My Microcell was working great in Idaho for about 3 weeks then just stopped. My internet connection is point to point PPOE 6.5 MB dn / 2.75 up and ping times are around 30 ms. My ISP assures me there is no issue on their end. I use my internet connection for VPN / SSH login to Unix servers, streaming quotes from my brokerage and download movies and TV shows daily without issue. All status lights on the MC are steady state green and ATT support says it should be working. I have worked with several ATT support folks including tech support. Rebooted and restarted everything numerous times. After speaking with an ATT manager he had a replacement priority shipped to me. After activation I have exactly the same situation. I have opened a new case with support and I'm getting nowhere. All status shows it should be working but all 3 of my ATT phones have no service. I have a IPhone 5C, HTC and Pantech phones. All three were working before all three stopped working at the same time. I am a long time ATT customer but I am so furstrated I'm ready to dump ATT and switch to the competitor whose network has good coverage in my rural Idaho home as well as my Calif home and would not require the MC. I purchased the MC hoping it would be a workable solution as my work phone is on ATT. I am a tech guy, I do Computer System Engineering and System Administration and offten work remotely.
Edit: sent PM to Customer support with my phone number and best times to reach me.
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OttoPylot
ACE - Expert
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18.1K Messages
Il y a 8 y
The MicroCell, at least when it was initially released, had issue with PPOE connections. Whether that's related to your particular issue or not is hard to say.
So, when all of your phones stopped working, was the light status on the MicroCell still a solid green (power, ethernet, GPS, and 3G) or was any of them blinking?
Try a Complete Reset/Activation:
Rural areas have typically been difficult for the MicroCell because the GPS coordinates sometimes don't match the postal address (house address) that is in the locational database. The fact that you were able to register and have a functional MicroCell probably means that the location issue is not the cuase of your problems. However, there have been some recent issues where the database got corrupted and when AT&T did their nightly maintenance they couldn't verify the MicroCell's location.
I'm glad you pm'd CustomerCare because that was going to be my next suggestion. Just make sure you give them as much information that you can including you location.
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3star8
Tutor
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8 Messages
Il y a 8 y
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OttoPylot
ACE - Expert
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18.1K Messages
Il y a 8 y
I replied to your other thread but as far as I know, AT&T is not working on a new MicroCell that will support 4G/LTE. That would require new hardware.
I have an iPhone 5 that I leave on LTE all of the time. I have no problems with the phone dropping down to 3G to connect to the MicroCell when I walk into the house. We have other "flavors" of iPhones as well and none of them have any issues with the MicroCell.
Let's start with the basic questions:
MicroCell™ TroubleShooting Questions:
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Avedis53
Professor
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2.2K Messages
Il y a 8 y
No LTE problems regarding my iPhone 5 and Mcell.....
Certainly LTE femtocells have been manufactured. Fujitsu, Hitachi and others already have products. The issue as I see it is when will AT&T, Verizon and Sprint et.al. be able to adopt the new technology. They will have to incorporate new hardware on the backend to handle LTE femtocells. It will also have to dove-tail in with their existing femtocell environment but most importantly will be the price.
Unless they change their business model of selling femtocells and move towards a monthly fee structure, the price of a LTE femtocell can't be much more than the current 3G femtocell cost of $200. I don't think early adopters are going to rush to AT&T to pay $300 or $400 for a LTE femtocell if they already have one. Since they are used in the home, higher data rates are almost always shouldered by the WiFi system so buying one for more speed doesn't make much sense.
At any rate, LTE femtocells are coming......just don't hold your breath.
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