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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3 Messages

7 years ago

Yes!

ACE - Expert

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23.8K Messages

7 years ago

@TMRamos - good. The more documentation, the better. Who is your ISP?

Contributor

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3 Messages

7 years ago

Centurylink is my ISP

ACE - Expert

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23.8K Messages

7 years ago

@TMRamos - ADSL? We've seen a few reports from them as well. All you can do on your end is ensure that ALL of the minimum router settings are still being met, do a hard reset, and it doesn't hurt to do a voiptest as well (voiptest.8x8.com) at a couple of different times of the day to make sure that nothing as affected the line that would adversely affect VoIP. Your internet can be fine but your line might not be sufficient for VoIP for a number of reasons, even if it was fine before. This is especially true with DSL/ADSL2 connections to your home. As I've mentioned numerous times, AT&T is aware of this and is working on it but there just isn't an ETA available yet. They have to get the affected ISPs to coorperate and that is difficult.

Tutor

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4 Messages

7 years ago

I have been using a MicroCell for several years without any problems until a month or two ago when my calls began breaking up for 5-6 seconds just during the beginning of the call, then work fine after that initial breakup period. During that time I can only hear a word or two of what the caller is saying, although the caller hears me perfectly. This only happens on calls going through the MicroCell and only on my phone but not my wife's. I use an inexpensive Phoenix 2, and she uses an inexpensive Moto e. My IP is Fidelity Communications with broadband speeds of 28 Mbps download and 2 Mbps upload. As I mentioned previously, the problem started at least a month ago, and I cannot recall any changes to my phone or wifi setup which may have lead to the perplexing and irritating problem.

Community Support

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229.8K Messages

7 years ago

Hello @ stalkerlake!

 

I am sorry to hear you are experiencing issues during phone calls while connected to your MicroCell device. I will be more than happy to assist you with a resolution!

 

First, we want to make sure you have less than four smartphones connected simultaneously to the MicroCell, as this device can only handle up to four voice/data session at a time.

 

If the issue persists after confirming the amount of phones connected is not the problem, the best way to resolve this issue is by filing a technical case for further investigation. I invite you to send a private message to @ATTMobilityCare. Please include your full name, phone number and a convenient time to reach you.This way I can collect the information required.

 

I am looking forward to speaking with you and taking care of your concern as soon as possible.

 

Best regards!

 

Anabel, AT&T Community Specialist

ACE - Expert

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23.8K Messages

7 years ago

@stalkerlake - hmmm it looks like my reply didn't come thru. Please read the first post (mine) of this thread and follow the instructions.

Contributor

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3 Messages

7 years ago

Having the same issue with both my microcells - Only two phones on each, one is the old white version, and the primary one I use is the newer black version. Both have the same issue. Comcast is the ISP on both - though they are both separated by a half state. Bandwidth checks out. Seems to not happen on the iPhone we have, but the Android phone has the issue.

 

Really need resolution to this, as I rely upon the newer microcell for my work.

 

Will PM my Case ID

 

Community Support

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229.8K Messages

7 years ago

Hello @ JakeMcD!

 

Thank you so much for reaching out through the Community Forums! It will be my pleasure to help!

 

I understand how important it is to get this issue resolved as soon as possible. If you have not sent your information via private message yet, please use this link @ATTMobilityCare to provide your full name, phone number and a good time to reach you. This way I can obtain details about your case.

 

I am looking forward to speaking with you and helping you with a resolution!

 

Best regards!

 

Anabel, AT&T Community Specialist

ACE - Expert

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23.8K Messages

7 years ago

@JakeMcD - please follow the instructions at the beginning of this thread: https://forums.att.com/t5/3G-MicroCell/MICROCELL-ISSUES-UPDATE/td-p/5031109#

 

AT&T is aware of the issue but they need more complaints to CustomerCare to try and see if they can determine a pattern.

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