What is happening with 3G?
cwillimyles's profile

Tutor

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4 Messages

Wed, Jul 19, 2017 10:14 PM

No signal in my house, drop call and straight to voicemail

Ok, here's the thing AT&T, you tried calling, you I didn't answer because..... I HAVE NO SIGNAL IN MY HOUSE AND ALL MY CALLS GO TO VOICE MAIL!!! are they drop!!! you, didn't leave a number for me to return the call, the message said come here and you'll try to resolve it. Listen, your tech guy said that there's no tower pout here, we get no signal, I have wifi through you which I pay for but I can't even make wifi calls because AT&T don't recognize my address, I've lived here for a year, Irvine is nearly 250,000 people! your tech guy said I needed a Microcell and I said I'm not paying another dollar, I have uverse 450, internet, wifi and two cell unlimited cell phone plans. Thats on me.... The signal is on you AT&T... Fix this please send me the Microcell or just tell me to change to Verizon or Sprint!!

 

~Angry Customer

Willie [edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

OttoPylot

ACE - Expert

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18.1K Messages

5 y ago

@cwillimyles - if you have a WiFi-C (WiFi Calling) capable phone then you don't need a MicroCell. Your exact address (needs to match your GPS coordinates) is needed for either the MicroCell or WiFi-C because that is an FCC E911 requirement. If your physical address is in a brand new division, or is rural (route number, etc) then the information may not be uploaded yet so that the AT&T Locational Database has it.

 

The fact that you don't have a local tower (according to what AT&T told you) is problematic because while the MicroCell does not need the local tower to make/receive calls it needs to be detected by the MicroCell so that the MicroCell can adjust its power output, timing, and other FCC requirements. That may also hold true to WiFI-C initialization. I would try to setup WiFi-C in another location and then see if that works at home.

 

The MicroCell is not free but you may be able to get one for a discount. However, without a tower within range, and your location issues, it's doubtful that you would be able to register and activate it. Other than WiFi-C, your only other option is to either invest in a cellular booster (CelFi or Wilson), which work very well and can be carrier independent but are expensive, or change carriers that have better coverage in your area.

 

Tower assignments are not up to the carrier but the FCC and local municipalities. It can also take up to 5 years to get a new tower approved, built, and activated.

Tutor

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4 Messages

5 y ago

I did that and it did not work... I've spoken to the city and 911 emergency services. This is an AT&T problem. I've lived here for a year now, same problem. It's not rural here, I live in Irvine and really how long does it take to update a data base over a year? Just asking?

Tutor

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5 Messages

5 y ago

I agree with you! I'm not sure how they stay in business...
OttoPylot

ACE - Expert

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18.1K Messages

5 y ago

@cwillimyles - if you can get your GPS coordinates for your local address from your local E911 AT&T can do what is called a GPS Bypass which is basically "manually" putting your coordinates in for  your physical location. However, that is only temporary and will only work until AT&T does maintenance at night. Part of the maintenance is verifying the physical address of where the MicroCell is at. If AT&T can't get those coordinates from what is sent via the GPS radio, it will coordinate that with the closest tower. However, being as you don't have a local tower, that won't work. The address is, like I said, an FCC requirement and  is more involved than just updating a database.

 

A cell booster that is not specific to a carrier may be your best option as long as there is a detectable cellular signal.

 

@Andreindallas - thanks for the useful post.

Tutor

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5 Messages

5 y ago

Lol... I pay monthly (highest rates in the business)...

[Please keep it courteous.]

OttoPylot

ACE - Expert

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18.1K Messages

5 y ago

@Andreindallas - I have no idea what your problems are with the MicroCell, nor do I care what you pay. I'm not an AT&T employee, if you bothered to read my sig line, and am just a customer with lots of experience with the MicroCell.

ACE - Sage

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97.6K Messages

5 y ago

@cwillimyles

If you have zero signal, a Booster will not help you.  A booster only amplifies an existing signal.  

What is this "or just tell me to change to Verizon or Sprint!" ????

 No one is stopping you.  If you want to switch, then do so.  It is unlikely you have any financial obligation to ATT that they won't reimburse.  

It is up to you to determine if another carrier will provide better service.  

 

David606

Employee

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3.5K Messages

5 y ago

Signal is not guaranteed. It's written in the terms and conditions. So no, it's not the carrier's responsibility to do anything. Reception is what it is. If it's low that means you're too far from the towers. Indoor coverage, definitely not guaranteed at all.

 

I understand the frustration but the wireless customer agreement even states your ability to call emergency services is not ensured and that nowhere will they guarantee coverage. Voting with your wallet may be the only option.

OttoPylot

ACE - Expert

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18.1K Messages

5 y ago

@lizdance40 

@David606

 

Thanks for stepping in.

Avedis53

Professor

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2.2K Messages

5 y ago

FYI cwillimiles........We're all customers of AT&T in this forum, not AT&T employees so getting bent here isn't doing you or us any good.

 

Since you state you've tried WiFi-C but AT&T wouldn't accept your address.  Are you using a street address or PO Box?  PO Boxes are not allowed for E911, nor are rural route numbers.

 

Another thing to look at is the USPS website.  Go there and input your address and see what address it comes back with.  It may format the address differently in such a way that is accepted for the E911 address. If it does come back different, try that address instead.

 

One thing I've read is that when inputting an address for WiFi-C E911, the system doesn't like the (-) character.  So, for example, if your address is 55-5555 Street Name and you enter it with the hyphen it won't accept it.  If you leave out the hyphen, (555555) the website will respond with "did you mean 55-5555 Street Name", adding the hyphen back and then it will accept the entry.

Reviewing the cell towers around Irvine, CA, it would appear that there are 9 AT&T cell towers around Irvine but they are all located on the I-5, I-405 and Hwy 55 corridors.  Sprint has fewer towers and Verizon a few more, but after reading the comments from Verizon, AT&T, T-Mobile and Sprint users in the Irvine area, they all stink.  So YMMV regardless of who you use.

 

@Otto - From my understanding of WiFi-C, no GPS is used for address verification, at least I can't find that anywhere from my research online.  All you do is type in your physical street address (iPhone anyway) on the WiFi-Calling page under "Update Emergency Address".

 

 

OttoPylot

ACE - Expert

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18.1K Messages

5 y ago

@Avedis53 - you are technically correct. My point was that address verification, however it is achieved is an FCC E911 requirement and quite often, in the case of cellular, the address if verified by tower coordination. There are just some areas that verification can't be achieved.

ACE - Sage

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97.6K Messages

5 y ago

Between the USPS and PD an E911 address in a city location should be a snap.   The police, fire and mail can find you....

  I don't know how it has anything to do with att data base.  It is being verified through E911.  

 

In any case, I said switch.....  If Verizon and Sprint have coverage, then go to them.    You are not stuck with any carrier.  

 

Tutor

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5 Messages

5 y ago

REALLY??? Let me get this straight... so they can't control me? Wow, freedom... very nice! 😳

Listen, I think I already understand that I control my own spending, and that I have options.

When I'm paying for a service that is not performing, IT IS SIMPLY NOT MY JOB TO FIX THE TECHNICAL ASPECTS OF THE UNDERPERFORMING UNITS!

THE END!

[Please keep it courteous.]

OttoPylot

ACE - Expert

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18.1K Messages

5 y ago

@lizdance40 - the Locational Database that AT&T uses is updated periodically so that AT&T has the location information "in-house". It's an IT thing. Unfortunately, the database that they use is not updated as often as it should, but considering the number of new address locations that go into use everyday, it's not surprising. There should be a better process but it is what it is. The number of "address" issues with the MicroCell is surprisingly small but we only see the issues, not the non-issues. That's why AT&T has always stated that rural addresses, po boxes, etc can't be used because they just can't be verified against received GPS coordinates. "Normal" addresses shouldn't be a problem but, in some cases, they are.

 

@Andreindallas - time to move on. Nothing that we post here is going to change your mind. We are customers here trying to help other customers. And quite often, we can solve issues that the CS Agents can't. Not being courteous helps no one and makes us not want to help you at all.

Avedis53

Professor

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2.2K Messages

5 y ago

Do not feed the trolls....

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