3G Microcell U-verse Dropped Calls After 30 Seconds

Tutor

3G Microcell U-verse Dropped Calls After 30 Seconds

I recently switched over from DSL to U-verse.  Several months prior to that I had purchased a 3G Microcell and had little to no issues with it.  After the switch though, I have had nothing but problems.

 

The current issue is that about 30 seconds into the call, the person on the other end is no longer able to hear the voice of the person connected through the 3G Microcell.  Then usually about 1 minute into the call, it drops out.  If End Call is pressed, the iPhone connected to the microcell freezes for several seconds before returning to the home screen.  After this, the 3G bottom light on the microcell will often begin blinking as the connection to the AT&T servers appears to reset.

 

Initially I had 10% packet loss, but was able to resolve this with U-verse.  They scheduled a technician visit, and had the problem fixed before he even arrived.  I now have 0% packet loss and either an A or B rating with pingtest.net.

 

I also attempted to manually configure my router settings by changing the MTU to 1492 and setting up Port Forwarding for UDP 123, 500, 4500 and TCP 443 to the microcell in the Pace 5031NV router settings.  This had no effect, so I have since taken the further step of placing the microcell in the router's DMZ.

 

Since I occassionally would receive a 102 error message (the registered address does not match the actual device location) when attempting to deactivate and re-register the microcell, I verified with AT&T that the GPS coordinates being sent by the microcell matched my address, which they did.

 

I also took my iPhone 5 to the AT&T store to swap the SIM card.  This had no effect either.  Neither did disabling LTE on the phone or disabling hand-out on the microcell.

 

After many calls to tech support, AT&T finally sent me another 3G Microcell to try.  Unfortunately, this did not resolve the problem either.

 

At this point, I am considering trying out Charter internet or giving up on microcell entirely and trying Magic Jack.  At least with cable service, I would have the option in that case of bypassing the router for the microcell by connecting directly to the modem.

 

When I last spoke with AT&T microcell group they recommended I speak with U-verse or even Cisco for further troubleshooting as they blame the problem on the internet connection.  However, when I called U-verse, they were unable to help and transferred me back to Mobility for the microcell...

 

Running out of ideas.  Appreciate any thoughts or suggestions...

Message 1 of 55 (12,109 Views)
ACE - Master

Re: 3G Microcell U-verse Dropped Calls After 30 Seconds

I've passed that info along to AT&T. Thanks for reporting.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


I am not an AT&T employee. For additional help, please send a PM to ATTCustomerCare

*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.
Message 16 of 55 (10,529 Views)
Teacher

Re: 3G Microcell U-verse Dropped Calls After 30 Seconds

Thanks, Otto. I guess we'll see how many reports it takes before AT&T starts doing some testing on it. Smiley Happy Right now, my Pace 5031NV is just collecting dust (the field tech said to just keep it).

I read on another forum posting that it was becoming a trend for field techs to bring customers the Pace 5031NV, even if they were slated to receive a Motorola or 2Wire (as was the case with me). I don't really understand the logic there, based on my experience. My Motorola NVG510 has been solid for weeks (as was my Motorola 2210, for years). By comparison, the Pace had more firmware configuration options, but the Web interface was extremely slow and then, of course, there were the horrible Microcell/VOIP issues. I can only imagine that it will be a matter of upgrading the firmware, but I really wish the field tech who migrated me to U-verse would have just given me the Motorola that I was slated to receive.
Message 17 of 55 (10,512 Views)
Highlighted
ACE - Master

Re: 3G Microcell U-verse Dropped Calls After 30 Seconds

According to some of the U-verse forums I've read, folks are quite happy with their Pace modems, as far as U-verse goes. I think the percentage of MicroCell-Pace users is so low, that the numbers of complaints with that combo is below the radar of those who pay attention to those stats. I will keep bringing it to their attention like I did with the Samsung Note 3 issue, and that was taken care of a lot quicker than I had anticipated.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


I am not an AT&T employee. For additional help, please send a PM to ATTCustomerCare

*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.
Message 18 of 55 (10,504 Views)
Teacher

Re: 3G Microcell U-verse Dropped Calls After 30 Seconds

I just wanted to note that the Accepted Solution in this thread has been viewed 1,012 times.  Hope AT&T is keeping score...might be worth looking into a Pace 5031NV firmware upgrade.

Message 19 of 55 (10,185 Views)
ACE - Master

Re: 3G Microcell U-verse Dropped Calls After 30 Seconds

Good timing. I received some general information yesterday that as soon as I can organize it I will include it in the next update to the Guide.


Basically, it depends on what kind of U-verse service you have, ADSL2+ or VDSL2/VDLS2 bonded pair. That, in turn, is determined somewhat on what is already deployed in your area.

 

For ADSL2+, the Motorola NVG 510 is the newest offered for sale to the customer. However, it does have issues with marginal connections and has some DNS issues.

 

For VDSL2 RG, and customers who don't have a bonded pair or IPTV, the Pace 5031 is what is being sold to customers.

 

If  you have VDSL2 and a bonded pair (which requires a special NID at the MPOE), the Motorola NVG 589 is what is rented to customers.

 

For customers who are between 1900 and 3000 feet that don't fit into a category above, the 2Wire 3801 is what is recommended for VDSL2 RGs.

 

VDSL is a bit more problematic because it is less tolerant of line faults like bridge taps and AM interference but if it is installed correclty (installed correctly is the operative term here) it should be fine.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


I am not an AT&T employee. For additional help, please send a PM to ATTCustomerCare

*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.
Message 20 of 55 (10,181 Views)
Teacher

Re: 3G Microcell U-verse Dropped Calls After 30 Seconds

[ Edited ]

Otto, thanks. That's very helpful info. It's clear that to refer to a connection simply as "U-verse" is a bit simplistic, as there are so many possible technologies/topologies at work. If one were to try and simplify the definition, it would seem to be "any and every possible way to utilize existing copper phone lines to provide high-speed Internet." I recently found out that the majority of my neighborhood is on VDSL and being offered speeds up to 45 Mbps, while I am inexplicably on ADSL2+ and limited to 3 Mbps. The field tech who came out said he's going to try to get the issue resolved for me, but I'm stumped as to why AT&T would connect multiple homes without U-verse subscriptions to a VRAD and leave me, a long time AT&T DSL customer, out in the cold, as it were, having to reach all the way to the CO. I suppose that's getting a bit off-topic for this thread, but I will say that the one advantage of the situation is that I can use a Motorola NVG510. I know a lot of people have complained about them, but I haven't had a single problem with it, and it means I can still use my Microcell. Apparently the 2Wire's aren't bad, but if anyone asked me which brand I trusted for a gateway, I would say Motorola, based on years of DSL usage experience.

Message 21 of 55 (10,162 Views)
ACE - Master

Re: 3G Microcell U-verse Dropped Calls After 30 Seconds

If you have ADSL2+ then copper facilities already existed in your neighborhood and the VRAD was for FTTN so that the other homes could use their existing copper lines for IPTV, HDTV, etc. The VRAD system is mostly used by AT&T for U-verse subscribers so I'm surprised they don't have U-verse. Maybe they did in the past and the connections (lines) are still in place. VRAD does have distance limitations similar to DSL.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


I am not an AT&T employee. For additional help, please send a PM to ATTCustomerCare

*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.
Message 22 of 55 (10,158 Views)
Teacher

Re: 3G Microcell U-verse Dropped Calls After 30 Seconds

Yes, it's hard to understand why non-subscribers would have been moved to a VRAD and I was not. Fortunately, a local AT&T Network Manager got involved after the tech visit yesterday, and as of today, the AT&T system says I am now eligible for 6 Mbps...it's a miracle! Smiley Happy So my ADSL2+ has been upgraded, and a move to the VRAD is apparently in the works. If/when that happens, I will see if I can get a Motorola NVG589, which is normally reserved only for pair-bonding, as you indicated.
Message 23 of 55 (10,116 Views)
ACE - Master

Re: 3G Microcell U-verse Dropped Calls After 30 Seconds

Good luck. I hope it works out.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


I am not an AT&T employee. For additional help, please send a PM to ATTCustomerCare

*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.
Message 24 of 55 (10,116 Views)
Tutor

Re: 3G Microcell U-verse Dropped Calls After 30 Seconds

Thank you so much for this thread! I just received a Microcell for Christmas as we have 0-1 bars in our house (but great U-Verse speeds). Thanks to @Otto Pylot's guide, I was able to get the device set up pretty quickly such that all lights are steady and green and my Android phone (with in-range IMSI number!) chooses the AT&T MICROCELL network with no problem. Everything seemed to be working fine UNTIL I tried making calls and experienced exactly this issue. I thought I was going crazy. I checked my speed/bandwidth (18+ down / ~3 up) so everything seemed in order.

 

With this forum at least it is evident that I am not alone. Motivated by this forum, I checked my modem/router and . . . guess what? It's a Pace 5031NV!

 

So please help me understand exactly what I should do now. As I understand it, I should try a different model of modem/router - but which one? Do I need first to ascertain which type of UVerse connection I have? (Aside: Am I the only one who finds it strange that the modem/routers AT&T is putting out at its customer locations for its own UVerse service aren't included in the AT&T Microcell Troubleshooting Guide??) I haven't yet contacted AT&T about anything so I would welcome some advice about how best to approach them for this equipment switch.

 

Thanks!

Message 25 of 55 (9,255 Views)
ACE - Master

Re: 3G Microcell U-verse Dropped Calls After 30 Seconds

Unfortunately, the U-Verse and MicroCell Support groups don't always communicate well with each other and, as usual, the customer gets caught in the middle. The reason the different "modem" types are not listed in the supplied MicroCell Troubleshooting Guide (AT&Ts publication) is that the guide was written a long time ago and modems change a lot. So instead of peridocially updating the guide or giving customer support the most recent information, it's left up to the customer and this forum to figure it out. Sad, but true. I haven't had time to update my Guide which will include the U-verse modem information but it will only be as accurate as long as those modem types are being offered.

 

All you can do is call customer support (or PM CustomerCare, the link is in my sig) and reference your problem to this thread and see if they can get a different modem type for you.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


I am not an AT&T employee. For additional help, please send a PM to ATTCustomerCare

*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.
Message 26 of 55 (9,250 Views)
Tutor

Re: 3G Microcell U-verse Dropped Calls After 30 Seconds

Thanks! I just PMed AT&T Customer Care and will let you know how it goes - hoping to be another success story for your tally!
Message 27 of 55 (9,248 Views)
ACE - Master

Re: 3G Microcell U-verse Dropped Calls After 30 Seconds

Hopefully this will work out for you. Let us know.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


I am not an AT&T employee. For additional help, please send a PM to ATTCustomerCare

*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.
Message 28 of 55 (9,239 Views)
Community Support

Re: 3G Microcell U-verse Dropped Calls After 30 Seconds

Hi guido23,

 

We received your private message, and one of our U-verse Technical Experts will be reaching out to you soon.

 

Thanks,

 

Jenn S.

AT&T Customer Care

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Message 29 of 55 (9,169 Views)
Voyager

Re: 3G Microcell U-verse Dropped Calls After 30 Seconds

 I had similar issue and resolution with pace5031nv modem / router.  At my first call to UVerse support they scheduled a technician visit. Before that I did everything to make my Microcell working I disconnect it three time they suggest me to change my Microcell which I did and pay almost @15 for next day shipping, I change the place and at the and I found this forum, and I request the technician to change my pace 5031nv with 3801HGV, he did and my Microcell is working again but my internet speed went back to 5mbps downloading and 1mbps uploading that is kind of disappointing but I am happy that my phones ARE working again, I can’t confirm if there is an across the board problem with all 5031NV units, but this is definitely a fairly common problem, Hope this helps others to a much faster resolution,  15-20 days after switching to max plus U-verse , I am happy to finally have Microcell back, and no longer struggle with 1-2 bars wireless signal. Thanks to all people at this form only this thread could help otherwise technician from Microcell and U-verse were blaming each other and totally have no idea about this problem ( that the pace 5031nv and Microcell are not compatible or have some issue with each other)

So look like I have no choice either I choose fast internet or Microcell.

Message 30 of 55 (9,129 Views)
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