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.

___________________________________________________________

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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1 Message

7 years ago

I too suffer from the garbled calls both incoming and outgoing.  You notice it more on the incoming because you click your phone ON and answer the call so you have 5-7 seconds of every other word being missed.  When making outgoing calls, it there is voice mail or something else that gets you through those first 5-7 seconds, you can then speak to the party you were calling or leave a message.  It's very frustrating and it happens all the time.  I did just click your link in your signature to the ATT Customer Care using the subject heading, garbled calls with m-cell.  ATT is my internet provider (u-verse) and we have a black m-cell box.  Thanks, Julie

ACE - Expert

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23.8K Messages

7 years ago

@jaschembra - ok. If you've reported it to CustomerCare and provided all the information requested in my post, then that's all you can do. AT&T is aware of the issue but until they get a certain number of complaints, they will not give it a higher prirority than it already have. This is most frustrating because there are lots of MicroCell users, myself included, who don't have any of the reproted issues.

Community Support

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229.8K Messages

7 years ago

Hello @jaschembra,

 

I am sorry to hear you’re having some trouble with audio quality when connected to your MicroCell. I know how important it is to be able to make clear phone calls. I would be delighted to help out and offer some suggestions.

 

Audio quality issues, such as latency and garbled sound, can be due to the HD Voice network your phone typically uses while making calls. You can disable HD Voice on your device to see if this will reduce this problem. If you have an Android, just visit Settings > Connection > More networks > Mobile networks > Mobile data > Enhanced 4G LTE Mode and toggle it off. For an iPhone, visit Settings > Cellular > Cellular Data Options > Enable LTE and select Data Only.

 

Once you turn off the HD Voice setting, power cycle your phone within range of the MicroCell and then try to place a call. Thank you very much for contacting us to look into this further. We will be on the lookout for your message!

 

I hope this helps out and you’re able to get your calls back to normal. Have a wonderful day!

 

Anabel, AT&T Community Specialist

Teacher

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22 Messages

7 years ago

I too am suffering from garbled incoming and outgoing calls on my M-Cell along with it losing 3G signal almost every morning around 3:30am, seems like the M-Cell reboots and the 3G signal turns red instead of greeen but once I reboot it turns green. This has been going on for about 3 weeks now.

 

I've already PM'd with my information. 

Community Support

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229.8K Messages

7 years ago

Greetings @garyf33,

 

Thanks a lot for contributing to this thread regarding issues with your MicroCell! It’s really convenient and helps keep us up to date with what is happening. I would be delighted to offer some options to get this resolved!

 

If your MicroCell’s 3G signal is dropping intermittently, a good thing to try would be swapping out the Ethernet cable. It is possible your modem could be rebooting at this time during the night, causing a disconnection between it and the MicroCell. You can try disconnecting and re-registering your MicroCell online to help re-establish a solid connection. Just visit att.com/microcell and select Manage Settings. It should prompt you to select Personal Account, and then log in. Once you’re there, select Disconnect my MicroCell Device.

 

If the re-register does not alleviate the problem, then I would recommend replacing your MicroCell through warranty if you have had it for a year or less. I am glad to hear you were able to get a private message to us! We will be on the lookout for your message in order to get this completed.

 

Please have a great rest of your day!

 

Anabel, AT&T Community Specialist

ACE - Expert

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23.8K Messages

7 years ago

@garyf33 and @ATTCares -the flashing red 3G light usually indicates that the location verifification has failed. This can happen if your ISP does periodic maintenane at night dropping your connection momentarily. Once that happens the MicroCell will go thru the Initial Activation process again, part of which is verifying your location. AT&T also performs periodic maintenance at night and the process is the same. The location check is done by either veryifying your location to the closest tower, or if that is unavailable, then actually using the GPS coordinates and checking that against the locational database.

 

The fact that this is happening every night rules out the periodic AT&T maintenance which points either back to your ISP and their connection to the AT&T Mobility servers, or possibly a failing ac adpater and/or MicroCell.

 

Swapping out the etherent cable will do nothing and we suggest you not de-registering/re-registering at this point in time because that can cause other issues, especially if you re-register too soon after de-registering.

 

Which model of MicroCell do you have?

 

AT&T has a tendency to replace the MicroCell with either a rebuilt white model or a brand new black model. In either case, that rarely, if ever, corrects the problem. As I see it, you have two issues. The brief loss of connectivity and the garbled calls.

 

If you read my original post you know that AT&T is aware of both issues, sudden loss of connectivity and garbled incoming calls but as of yet, has not been able to isoalte and fix the problem because it is not network wide and does not affect everyone.

 

Thanks for sending a pm to CustomerCare. The more pm's they get, the closer AT&T getst to the tipping point where the priority status is bumped up a notch and more resources are applied to the problem.

 

Tutor

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7 Messages

7 years ago

Same issue here.  Have had a microcell for a year or more, without issues.  Only recently (past month or so) started having the 5-10 seconds of choppy/garbled communication at the beginning of a call.  I was hoping it was some sort of an update or otherwise "correctable" issue.  I ran the 8x8 test, and at this moment it says I shouldn't be having an issue.

 

 

Speed test statistics
---------------------
Download speed: 5779 kbps
Upload speed: 1743 kbps
Download consistency of service: 81 %
Upload consistency of service: 99 %
Download test type: socket
Upload test type: socket
Maximum TCP delay: 302 ms
Average download pause: 2 ms
Minimum round trip time to server: 72 ms
Average round trip time to server: 83 ms
Estimated download bandwidth: 7374 kbps
Route concurrency: 1.2760613
Download TCP forced idle: 14 %
Maximum route speed: 7281 kbps

VoIP test statistics
--------------------
Jitter: you --> server: 3.3 ms
Jitter: server --> you: 0.6 ms
Packet loss: you --> server: 0.0 %
Packet loss: server --> you: 0.0 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Estimated MOS score: 4.2


General information
-------------------
IP address: 104.193.166.124
Local time: Feb 6, 2017 2:17:00 PM
Test server: http://192.84.16.30:82/

Community Support

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229.8K Messages

7 years ago

Hey there @motoguy1,

 

I am sorry to hear you’re experiencing this same issue with your MicroCell. Thanks again for coming to the Community Forums to let us know.

 

If you have an HD Voice capable phone, I would also recommend turning it off on the device to see if this improves the latency issue with your audio. If you have Wi-Fi Calling enabled, it can cause problems as well due to the switch between Wi-Fi and the cellular data network.

 

If you would like to enable Wi-Fi Calling on your device, it is an awesome alternative to using the MicroCell. We have a great article online with more information on Wi-Fi Calling and how to enable it.

 

I hope these options help out! Have a beautiful day!

 

Anabel, AT&T Community Specialist

ACE - Expert

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23.8K Messages

7 years ago

@motoguy1 - run the VoIP test a couple of more times, at different times of the day to get a better picture of your line quality instead of a single snapshot in time. Your jitter from you to the server is a bit high at 3.3ms. Not bad, but if your jitter fluctuates higher, you will have voice quality issues. Jitter for me is always around 0.0 - 0.2ms.

 

WiFi-C (WiFi Calling) is a better alternative but if you enable it within range of your MicroCell the phone will preferentially attempt to connect to the cellular signal. You can't have the phone automatically switch, it's either/or. You will need to put the phone in Airplane Mode to disable the cellular radio before you can successfully use WiFi-C. If you live in a mixed environment (WiFi-C capable and non-capable phones) then you will have no choice but to enable Airplane Mode.

 

This is an on-going issue that AT&T is trying to fix but as you see, Support still hasn't a clue as to what is going on. That's why it is so important to send a PM to CustomerCare as I suggested.

Tutor

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7 Messages

7 years ago

I did enable the wifi calling, but as you mentioned, it does no good when the phone wants to connect to the "strong" signal of the Microcell.  I'll put the phone in airplane mode tomorrow, and see if the wifi calling situation is better.

 

My phone is a Samsung Note4.  Wife and son have iPhone 6.  All phones have the same issue on the Microcell.  Issue goes away if we go outside, where non-microcell signal is good enough to carry a call.


Speed test statistics
---------------------
Download speed: 5790 kbps
Upload speed: 1739 kbps
Download consistency of service: 85 %
Upload consistency of service: 99 %
Download test type: socket
Upload test type: socket
Maximum TCP delay: 306 ms
Average download pause: 2 ms
Minimum round trip time to server: 70 ms
Average round trip time to server: 92 ms
Estimated download bandwidth: 8930 kbps
Route concurrency: 1.542309
Download TCP forced idle: 36 %
Maximum route speed: 7489 kbps

VoIP test statistics
--------------------
Jitter: you --> server: 3.7 ms
Jitter: server --> you: 1.3 ms
Packet loss: you --> server: 0.0 %
Packet loss: server --> you: 0.0 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Estimated MOS score: 4.1


General information
-------------------
IP address: 104.193.166.124
Local time: Feb 6, 2017 9:57:09 PM
Test server: http://192.84.16.30:82/

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