What is happening with 3G?
OttoPylot's profile
ACE - Expert

ACE - Expert

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23.8K Messages

Thursday, January 5th, 2017 4:53 AM

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 Smiley Wink

 

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.

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AT&T Cell Booster Technical Guide by OttoPylot

Cellular Booster Guide by OttoPylot

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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.

Contributor

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2 Messages

7 years ago

Yesterday my 3G LED started blinking green and it has continued to do so.  Both my iPhones indicate they are connected to the M-Cell with 5 bars.  Calls seem to work fine.  Have you ever come across this issue?

 

Previously, when the 3G LEDs started blinking we lost connectivity to the phones and I would have to cycle power, etc. to the M-Cell to restore the connection.

 

BTW, enjoyed reading through your technical guide.

ACE - Expert

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23.8K Messages

7 years ago

@PlinyIPA - Thanks. Normally the flashing green 3G light indicates either loss to the AT&T Mobility Servers, an update that didn't reset properly, or a hardware failure.

 

If your phones are working as expected then I'd leave it alone, for now. You may have to power cycle your MicroCell and maybe even do a hard reset but, if it ain't broke, don't fix it. How old is your MicroCell?

Contributor

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2 Messages

7 years ago

Thanks for your quick reply. My M-Cell is the orginal version and almost 4-years old. Based on your post, I had thought that maybe at&t had recently pushed an update that did not install properly.  I do have to power cycle and reactivate it from time-time. This time it seems to be working so like you said, if it is not broke don't fix it.  I had a theory that maybe the 3G bandwidth is impacted but for voice it is fine.  We wouldn't notice a problem since we use Wi-Fi for data. A pretty signficant storm is headed our way this weekend and we often lose power when that happens, so it may end up power-cycling sooner rather than later anyway.

ACE - Expert

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23.8K Messages

7 years ago

@PlinyIPA - if your MicroCell is that old, it might be a good idea to check the adapter with a voltmeter. If should read 16VDC +/- 0.5 with no load. If not, I'd replace it. Not that the adapter may have anything to do with your current issue (even tho we do see odd behanviour when they start to fail) it's still not a bad idea to check it to avoid future problems which may compound the issues.

Tutor

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10 Messages

7 years ago

OttoPylotExcuse my ignorance, but how do I PM Customer care?

ACE - Expert

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23.8K Messages

7 years ago

@kentvvv - I just responded to your other post. The link to CustomerCare is in my sig.

Tutor

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10 Messages

7 years ago

I am sorry but I don't know what "in my sig" means.

ACE - Expert

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23.8K Messages

7 years ago

@kentvvv - In My Signature Line. Look at the bottom of my post, beneath the separator line.

Contributor

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3 Messages

7 years ago

Live in AZ and have garbled calls for first 5-10 seconds.  Been a Microcell user for years without any issues until recently.

ACE - Expert

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23.8K Messages

7 years ago

@TMRamos - did you PM CustomerCare per my post above?

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