3g Microcell and Charter Cable

Contributor

3g Microcell and Charter Cable

Hi

 

I have had a 3g microcell for over a year.  Suddenly this week the 3g light starts flashing and phones no longer connect.  I have:

 

deavtivate and reactivated too many times to count

factory reset my modem, router, microcell

replaced microcell with new one

opened all ports listed in various posts and att support site

turned cellular data and 3g data off on iphone

used priority set up (modem then 3gMC then router, this is how I am configured now)

 

What ever I try, there is still no connection back to att network.  ATT support says it must be charter cable and charter cable says it is att.  The only port I can not touch is 123 NTP.  I don't know what is hooked up to it, but it is not accessible to me.  However, using the priority config should bypass any port issues...right?

 

Please help.

Message 1 of 180 (8,850 Views)
ACE - Master

Re: 3g Microcell and Charter Cable

That's good information about Vonage. I would expect any VoIP service offered by Charter to work. I'm not familiar with what Vonage uses for their VoIP service but it could involve different ports or connectivity to Vonage's servers. Vonage doesn't really compete with Charter but AT&T does, so the "conspiracy theory" still holds some credibility Smiley Wink I'm hoping this is a localized issue and not some change that Charter is attempting in certain markets to see how it goes. I'll copy and paste this to the Admins to document another Ft. Worth issue but please PM your issue to CustomerCare if you haven't done so already.

___________________________________________________________

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 46 of 180 (1,752 Views)
ACE - Professor

Re: 3g Microcell and Charter Cable

[ Edited ]

If you try to run a port checker from within your home network, you will almost always "time out" for a port.  Unless your router supports NAT hairpinning, testing from within your home network will result in the packets being dropped on return and result in the time out.

 

The best way to check for open or closed ports on your ISP would be to bypass your network, connect your computer directly to your modem and then run the port checker program.

___________________________________________________________

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 47 of 180 (1,750 Views)
ACE - Master

Re: 3g Microcell and Charter Cable

Good stuff. Thanks partner!

___________________________________________________________

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 48 of 180 (1,742 Views)

Re: 3g Microcell and Charter Cable

For some reason by post didn't show up.

 

For an update I got a call from the ATT person that is forwarding the information to the ATT team that is working on this. She stated that Chater has requested that ATT have their customers call Charter and open up a case so that the problems can be documents on Charters end as well. The ATT rep also asked that I get a case number so that they could have it on their end.

 

Naturally I called Charter right away and had to ask for a supervisor after the intial person told me that she could not generate a case for something like the issue we are having and was unable to provide me a case number. The supervisor I talked to who was very friendly and is trying to help also told me the same thing.

 

He told me that he would send an email over to the area that covers my residence to see if they were the ones communicating with ATT regarding this issue and what we needed to do to generate a case regarding this. He promptly called me back and said that he hadn't gotten a reply from the office that services the area, but that he had consulted with other Charter supervisors in the office and they all have recieved calls from other customers regarding our Microcell issues. The other supervisors told him that they heard it was an ATT upgrade to the Microcell that was causing the issue and caused the microcell to become uncompatiable with some ISP's which included Time Warner and one other ISP. We talked at length and I told him I thought it was a port blocking issue on Charter's end. He did take the time to find other people that had called in and is going to send a second email to this group with everyones information that he can get. He agreed that the more the better to push the Charter people in this regional office that covers our areas to do something.

 

If you are having issues please email him at the email address below and at the bare minimum give him a contact number he can call you at to get what he needs. I think they are really looking for a contact number and address to document the service area that is being affected. For the record for everyone here if I didn't list it I live in zip code 76126 in Benbrook which is just west of Fort Worth.

 

 

Message 49 of 180 (1,722 Views)

Re: 3g Microcell and Charter Cable

Additional update. I got a call from ATT and they believe they have identified the specific problem on Charter's end. I have passed the supervisors email onto ATT so that they can try and communicate directly to solve this. Still no estimated time frame, but it seems to be moving toward a soultion if we can get someone on the tech side of Charter in play. Will post any new updates I get. I would suggest still emailing Travis at the email I failed to include on my last post, but I have here.

 

travis.santana@chartercom.com

Message 50 of 180 (1,720 Views)
ACE - Professor

Re: 3g Microcell and Charter Cable

Your post didn't show up here because you posted it under another thread titled "3G Microcell".

 

Hopefully, Charter and ATT can work together to solve this and it will help if others having the same problem contact Charter and ATT.

___________________________________________________________

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 51 of 180 (1,718 Views)
Highlighted
ACE - Master

Re: 3g Microcell and Charter Cable

I'm a little more hopeful. Someone sent me part of an email from AT&T that indicated that some traffic from Charter is being routed thru Italy! Smiley Surprised I'm passing it along to the Admins so maybe it's as simple as a bad routing table that can be easily fixed. Fingers crossed.

___________________________________________________________

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 52 of 180 (1,717 Views)
Tutor

Re: 3g Microcell and Charter Cable

I ran the port check tools while directly connected to the modem and found that only port 443 is open. The other ports are Closed/Connection refused instead of the timeout seen earlier. Thanks to Avedis for this suggestion.

 

Hopefully someone from AT&T and Charter are looking at all of the clues given here. Thanks again to Otto and to Steve for pushing this along.

Message 53 of 180 (1,702 Views)
Contributor

Re: 3g Microcell and Charter Cable

Had the same problem about a week and half ago.  I was on the phone with ATT several times and they re-sent me a new microcell.  I have been on the phone with ATT and CHARTER trying to get it up and running but have been unsuccessful.  I was even on a 2 hour 3-way with netgear and att and myslef yesterday trying to get it to work.  

 

Same problems as you had.  My problem was the 4500 port being closed.  I changed the router settings and have been usnsuccessful.

 

Any ideas? 

Message 54 of 180 (1,695 Views)
ACE - Master

Re: 3g Microcell and Charter Cable

The port issue is totally on the Charter side. AT&T keeps those ports open on their end for the MicroCell to work. Something from your end thru Charter's network is either blocking those ports or mis-directing them. I have been working with the Admins all week who in turn have been pushing the AT&T network group(s) to push Charter to figure this out. I'm hoping it's an upstream switch somewhere that has failed, but it will take time, probably on Charter's end, to find it and fix it.

___________________________________________________________

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 55 of 180 (1,689 Views)
ACE - Professor

Re: 3g Microcell and Charter Cable

Italy????  That still doesn't account for what appears to be closed ports. 

___________________________________________________________

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 56 of 180 (1,687 Views)
ACE - Master

Re: 3g Microcell and Charter Cable

No it doesn't but I've seen the trace so it's just another oddity that compounds the issue. My guess is that it's just that, an oddity, but it is there none the less. I've been in communication with a SVP Engineering from Charter so they are taking this seriously and trying.

___________________________________________________________

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 57 of 180 (1,681 Views)
ACE - Professor

Re: 3g Microcell and Charter Cable

Name dropper!

___________________________________________________________

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 58 of 180 (1,678 Views)
ACE - Master

Re: 3g Microcell and Charter Cable

Smiley Tongue I think the router is actually stateside now so maybe we are starting to get there, at least for one facet of this problem.

___________________________________________________________

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 59 of 180 (1,671 Views)
Contributor

Re: 3g Microcell and Charter Cable

I have also been experiencing the same problems with the Microcell and Charter Internet.  My problems began at approximately 1/1/14 after having the Microcell in the same home environment without problems for years.  I'm so glad to see here that I am not alone in experiencing this problem.

 

AT&T has been incredible in attempting to resolve the problem.  They have worked tirelessly for a month, including shipping me two replacement Microcell's to configure.  All continued to fail with the same error.  According to AT&T, everything pointed to a blocked port 4500 or IPSec passthrough.

 

All along, the frontline Charter technical support continued to deny that Charter blocked any ports.  I made repeated attempts to get escalation beyond the frontline to no avail.

 

Tonight I discovered this thread on the forum and I gained hope.  I began to compose a message of my problems when I decided to attempt the Microcell one more time.  Low and behold, it now works!  I am a North Carolina Charter customer, so hopefully this success applies to all others as well.

 

I know I did not do anything to resolve the problem in the last few days, so I give complete credit to the members of this forum who have obviously worked to get attention on this problem.  Thanks so much to everyone's efforts here.

 

And thanks to AT&T for all of their efforts -- both directly with me and any leverage they brought to fix the problem.  If AT&T offered their UVerse product at my address, I would leave Charter Internet in a minute!

Message 60 of 180 (1,638 Views)
Share this topic
Announcements

Welcome to the AT&T Community Forums!!! Stop by the Community How-To section for tips on how to get started.