ACE - Expert
MICROCELL ISSUES UPDATE
PLEASE pm your issues to CustomerCare (link in my sig) with your problem, what you have done to correct it, any trouble ticket numbers assigned to you by Support, your account info, the best way for them to contact you, your ISP and location.
Reason: the only way that AT&T is going to prioritize common isses is if a minimum number of common issues (called the tipping point) are received by CustomerCare. Support rarely reads these forums let alone offer any help other than what I just suggested, so reach out to them directly with a pm.
Sudden loss of connectivity. Was originally reported in early December by mostly Southern California Bright House (Charter/TWC) customers and was corrected in about a week. The reason was a backbone issue with the ISP due to hardware upgrades (merger related). There are still random outages being reported with different ISPs, regions, and phones, but because of the randomness, it's difficult to pinpoint the cause. Not all MicroCell customers have been affected. PM CustomerCare for the reason I gave.
Garbled incoming calls. AT&T is really working on this but it too is random so pinpointing the cause has become very challenging to say the least. What has helped to prioritize the problem is the number of pm's that CustomerCare has received so keep those cards and letters coming in folks
Call waiting/conference calls. This is one of those odd ones where not a whole lot of people have complained to CustomerCare so it is not a prioritized issue. AT&T claims that you can do call waiting and conference calling on the MicroCell and I've done that without issues. But I don't do it often enough to know if any problems arise over periods of time. This is low on the totem pole of importance.
Look into WiFi-C (WiFi Calling) if you can. I prefer it over the MicroCell because call quality and reliability is much better. If you are in a mixed environment (phones that are not WiFi-C capable) and need the MicroCell, it's still possible but you need to put the WiFi-C phone in Airplane Mode first.
Supports' answer is to either replace the MicroCell or have you deactivate/reactivate your MicroCell. Replacing the MicroCell has not corrected any of the above problems but at least you get a newer MicroCell in the process. Deactivating/reactivating does not work and has its own set of issues. If you send a request to deactivate, and then reactivate right afterwards, the deactivate request may not have enough time to go thru the system completely, and then when the activate request is sent, there are conflicting commands which may lock the account up so that the activation request can't be properly processed. That used to generate an error message but that doesn't seem to be the case anymore, at least not that's been reported here.
I will keep pushing AT&T for any information that I can get and will post what I am allowed to. In the meantime, PM CustomerCare.