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Posted Jan 20, 2014
4:04:55 PM
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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.

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.

3g Microcell and Charter Cable

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Jan 20, 2014 4:21:00 PM
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ACE - Master

All four ports listed in the Guide must be open to properly connect to the AT&T servers. Priority connection doesn't bypass that. It only rules out any router issues. It could be an upstream switch or something like that but Charter will have to address the issue, not AT&T. I'm assuming that the 3G light is flashing green.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

All four ports listed in the Guide must be open to properly connect to the AT&T servers. Priority connection doesn't bypass that. It only rules out any router issues. It could be an upstream switch or something like that but Charter will have to address the issue, not AT&T. I'm assuming that the 3G light is flashing green.

___________________________________________________________

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.

Re: 3g Microcell and Charter Cable

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Jan 20, 2014 4:34:20 PM
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Otto, thanks for responding.

Yes, the light is flashing green. If I have the microcell before the router, how do I open ports? I am connected wireless to the router which is coming thru the microcell. Do I need to open ports on the cable modem? Can I do that?
Otto, thanks for responding.

Yes, the light is flashing green. If I have the microcell before the router, how do I open ports? I am connected wireless to the router which is coming thru the microcell. Do I need to open ports on the cable modem? Can I do that?

Re: 3g Microcell and Charter Cable

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Jan 20, 2014 5:16:26 PM
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Otto-

 

I switched back to the original setup, modem - router - 3g microcell.  I have read your guide and already tried the troubleshooting steps listed.

 

My concern is that I can not connect in priority mode.  Doesn't this mean it is stemming from my cable modem?  The modem is a Arris TM822.  It has the ethernet out and telephone out.  It is both a cable modem and for the phone line.  Is there a known issue with these type of modems?

Otto-

 

I switched back to the original setup, modem - router - 3g microcell.  I have read your guide and already tried the troubleshooting steps listed.

 

My concern is that I can not connect in priority mode.  Doesn't this mean it is stemming from my cable modem?  The modem is a Arris TM822.  It has the ethernet out and telephone out.  It is both a cable modem and for the phone line.  Is there a known issue with these type of modems?

Re: 3g Microcell and Charter Cable

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Jan 20, 2014 5:19:54 PM
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ACE - Master
Edited by OttoPylot on Jan 20, 2014 at 5:24:34 PM

Flashing green 3G light usually means you don't have a connection to the AT&T servers, which you already know. I take it you have a separate router and modem (gateway) and not a "combination". The ports have to be opened and available by Charter. On the router, you can select which ports are to be forwarded to the MicroCell (called port forwarding) to insure that those ports are always available to the MicroCell via the router but it's up to Charter to make those ports available to you on their end. Don't expect Charter to help you with configuring the MicroCell because they won't. They just have to have those four ports open and availble to you all the time. Most ISPs don't block those ports so there must be something amiss on their backend, especially if the MicroCell worked before without any issues.

 

Sorry, I didn't see your second post. I'm not familiar with the Arris but you might want to have Charter check for open and clear ports. You also might want to have them check your line for any other issues and do the obvious things and check your cable connections, phone line, etc.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

Flashing green 3G light usually means you don't have a connection to the AT&T servers, which you already know. I take it you have a separate router and modem (gateway) and not a "combination". The ports have to be opened and available by Charter. On the router, you can select which ports are to be forwarded to the MicroCell (called port forwarding) to insure that those ports are always available to the MicroCell via the router but it's up to Charter to make those ports available to you on their end. Don't expect Charter to help you with configuring the MicroCell because they won't. They just have to have those four ports open and availble to you all the time. Most ISPs don't block those ports so there must be something amiss on their backend, especially if the MicroCell worked before without any issues.

 

Sorry, I didn't see your second post. I'm not familiar with the Arris but you might want to have Charter check for open and clear ports. You also might want to have them check your line for any other issues and do the obvious things and check your cable connections, phone line, etc.

___________________________________________________________

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.

Re: 3g Microcell and Charter Cable

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Jan 22, 2014 8:07:54 PM
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Teacher

Good evening. I am also having problems with Charter internet and the ATT Micrcocell. Mine had been working fine up until about two weeks ago. Don't waste your time trouble shooting it from ATT end as I have already done that to great lengths and still have the same problems. I even had ATT send me a new microcell. Everyone in my neighborhood that has Charter for internet and an ATT Mircocell are all having issues with the 3G light flashing over and over. As I learned from ATT it sounds like Charter has the port or ports blocked that this device needs to function correctly. I have spoken with a supervisor at Charter and like all the employees I talked to they only say that they don't block ports. I am sure it is an issue on Charters end, but they dont seem to care and ATT apparently doesn't think it affects enough of their customers to look into it and try and make some headway for us. Don't get me wrong all the ATT people I talked to were very nice, just not willing or unable to get the problem to anyone that matters. Where are you located in the US? I am in Fort Worth, Texas and just curious if this is an issue with a specific area or all over. Please call Charter and voice your opinion and maybe it was make a difference if more people start calling in. I have about had it being without a microcell and am going to either change internet providers or go to a cell phone company other that ATT that offers an actual signal without having to use a device like the Microcell. If anyone with ATT reads this it would be nice for you guys as a company to reach out to Charter and resolve this for your loyal customers that aren't making any headway with Charter as individuals.

Good evening. I am also having problems with Charter internet and the ATT Micrcocell. Mine had been working fine up until about two weeks ago. Don't waste your time trouble shooting it from ATT end as I have already done that to great lengths and still have the same problems. I even had ATT send me a new microcell. Everyone in my neighborhood that has Charter for internet and an ATT Mircocell are all having issues with the 3G light flashing over and over. As I learned from ATT it sounds like Charter has the port or ports blocked that this device needs to function correctly. I have spoken with a supervisor at Charter and like all the employees I talked to they only say that they don't block ports. I am sure it is an issue on Charters end, but they dont seem to care and ATT apparently doesn't think it affects enough of their customers to look into it and try and make some headway for us. Don't get me wrong all the ATT people I talked to were very nice, just not willing or unable to get the problem to anyone that matters. Where are you located in the US? I am in Fort Worth, Texas and just curious if this is an issue with a specific area or all over. Please call Charter and voice your opinion and maybe it was make a difference if more people start calling in. I have about had it being without a microcell and am going to either change internet providers or go to a cell phone company other that ATT that offers an actual signal without having to use a device like the Microcell. If anyone with ATT reads this it would be nice for you guys as a company to reach out to Charter and resolve this for your loyal customers that aren't making any headway with Charter as individuals.

Re: 3g Microcell and Charter Cable

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Jan 22, 2014 8:21:51 PM
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ACE - Master
Edited by OttoPylot on Jan 22, 2014 at 8:22:33 PM

This could be a MicroCell Service Area issue if everyone in your immediate area is having the same issue with their MicroCells. If that's the case, then I would suggest have all of your neighbors who are having the same issue send a PM to CustomerCare, you included, (the link is in my sig), listing your issue, what you have done to try and fix it, what Charter has done, your account info, and, most importantly, your location. The more complaints that AT&T receives, the more they are apt to have an engineer look into the Service Area to see if there is something wrong on AT&T's end. Multiple complaints from the same area is a pattern, but one complaint looks like and isolated incident.

 

Charter may or may not be blocking one or more of the 4 ports that need to be open. But it could be an issue with an upstream switch that is failing or some other issue that Charter will need to investigate. AT&T may be able to check if ports are blocked but they can't force Charter to correct the issue. This sounds similar to what TWC did to some of their customers in KY when they merged with Insight. Ports were blocked even though TWC said they weren't. Once they admitted that, they blamed the problem on a hardware vendor and got "them" to fix it. However, this wasn't done until lots of affected TWC customers complained loud and long to TWC to fix it. Does Charter offer it's own type of VoIP service? Just curious, because TWC started offering it. So, send your PMs to CustomerCare and start bugging Charter.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

This could be a MicroCell Service Area issue if everyone in your immediate area is having the same issue with their MicroCells. If that's the case, then I would suggest have all of your neighbors who are having the same issue send a PM to CustomerCare, you included, (the link is in my sig), listing your issue, what you have done to try and fix it, what Charter has done, your account info, and, most importantly, your location. The more complaints that AT&T receives, the more they are apt to have an engineer look into the Service Area to see if there is something wrong on AT&T's end. Multiple complaints from the same area is a pattern, but one complaint looks like and isolated incident.

 

Charter may or may not be blocking one or more of the 4 ports that need to be open. But it could be an issue with an upstream switch that is failing or some other issue that Charter will need to investigate. AT&T may be able to check if ports are blocked but they can't force Charter to correct the issue. This sounds similar to what TWC did to some of their customers in KY when they merged with Insight. Ports were blocked even though TWC said they weren't. Once they admitted that, they blamed the problem on a hardware vendor and got "them" to fix it. However, this wasn't done until lots of affected TWC customers complained loud and long to TWC to fix it. Does Charter offer it's own type of VoIP service? Just curious, because TWC started offering it. So, send your PMs to CustomerCare and start bugging Charter.

___________________________________________________________

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.

Re: 3g Microcell and Charter Cable

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Jan 23, 2014 10:34:46 AM
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ACE - Professor

I have Charter in Oregon and they are not blocking any ports and my Mcell works.  I would think if Charter was purposely blocking ports that they would do so nationwide.  I suspect a hardware issue in that area if multiple people in that area have lost Mcell connections.

 

Yes, Charter has their own telephone service so here come the conspiracy theories again!

 

Network neutrality is dead....we are doomed!

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

I have Charter in Oregon and they are not blocking any ports and my Mcell works.  I would think if Charter was purposely blocking ports that they would do so nationwide.  I suspect a hardware issue in that area if multiple people in that area have lost Mcell connections.

 

Yes, Charter has their own telephone service so here come the conspiracy theories again!

 

Network neutrality is dead....we are doomed!

___________________________________________________________

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.

Re: 3g Microcell and Charter Cable

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Jan 23, 2014 10:47:47 AM
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ACE - Master

Yep. That's why I suggested the OP get together with his affected neighbors and PM CustomerCare. One complaint is an isolated issue, multiple complaints from the same area is a pattern that should get the attention of the network engineers.

 

I'm so glad that I have an independent ISP and no pay-tv service. If net neutrality sticks, then cable providers and associated pay-tv providers are going to eventually tier their services and prices will go up and up more than they are now because there is no one to stop them from charging you extra for Yahoo access, Google access, or Netflix streaming at 1080p or even 4k (that extra bandwidth costs doncha' know?).

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

Yep. That's why I suggested the OP get together with his affected neighbors and PM CustomerCare. One complaint is an isolated issue, multiple complaints from the same area is a pattern that should get the attention of the network engineers.

 

I'm so glad that I have an independent ISP and no pay-tv service. If net neutrality sticks, then cable providers and associated pay-tv providers are going to eventually tier their services and prices will go up and up more than they are now because there is no one to stop them from charging you extra for Yahoo access, Google access, or Netflix streaming at 1080p or even 4k (that extra bandwidth costs doncha' 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.

Re: 3g Microcell and Charter Cable

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Jan 23, 2014 11:11:24 AM
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ACE - Professor

And how long do you think small independent ISP are going to last before they are bought up by the Charters, Comcasts and Coxs of the world?

 

There aren't a whole lot of major ISPs that are willing to support Netflix's Open Connect (SuperHD) systems at this time. SuperHD requires a  6 - 12 Mbps connection.  4k will require at least a 15 Mbps connection and more likely for smooth operation and minimal compression, a 50 Mbps connection.

 

It's gonna get ugly....

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

And how long do you think small independent ISP are going to last before they are bought up by the Charters, Comcasts and Coxs of the world?

 

There aren't a whole lot of major ISPs that are willing to support Netflix's Open Connect (SuperHD) systems at this time. SuperHD requires a  6 - 12 Mbps connection.  4k will require at least a 15 Mbps connection and more likely for smooth operation and minimal compression, a 50 Mbps connection.

 

It's gonna get ugly....

___________________________________________________________

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.

Re: 3g Microcell and Charter Cable

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Jan 23, 2014 11:25:27 AM
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ACE - Master

I think my ISP (Sonic.net) will probably be able to hold off any "traffic fee increases" from their upstream providers longer than Comcrap, TWC, Charter, etc will. It is going to get ugly but I think Sonic will be one of the last to increase their fees due to net neutrality, if they do at all. Time will tell. It also depends on what Hulu+, Amazon, Netflix, etc are going to to do as well. It's going to be a very sad state of affairs if one has to pay extra to access Amazon or eBay, for example, at speeds higher than 3-6Mbps. But, we're getting a tad bit off-topic. Oregon huh? Did I know you were in Oregon?

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

I think my ISP (Sonic.net) will probably be able to hold off any "traffic fee increases" from their upstream providers longer than Comcrap, TWC, Charter, etc will. It is going to get ugly but I think Sonic will be one of the last to increase their fees due to net neutrality, if they do at all. Time will tell. It also depends on what Hulu+, Amazon, Netflix, etc are going to to do as well. It's going to be a very sad state of affairs if one has to pay extra to access Amazon or eBay, for example, at speeds higher than 3-6Mbps. But, we're getting a tad bit off-topic. Oregon huh? Did I know you were in Oregon?

___________________________________________________________

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.

Re: 3g Microcell and Charter Cable

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Jan 23, 2014 11:37:38 AM
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ACE - Professor

I thought you did.  Perhaps old age is clouding your memory?  I'm in Newport, Oregon which is on the central Oregon coast.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

I thought you did.  Perhaps old age is clouding your memory?  I'm in Newport, Oregon which is on the central Oregon coast.

___________________________________________________________

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.

Re: 3g Microcell and Charter Cable

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Jan 23, 2014 12:55:00 PM
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ACE - Master

What were we talking about?.....Smiley Sad

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MicroCell Technical Guide by Otto Pylot


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

What were we talking about?.....Smiley Sad

___________________________________________________________

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.

Re: 3g Microcell and Charter Cable

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Jan 23, 2014 3:18:26 PM
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ACE - Professor

Me answering to your wife about something.......I forget.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

Me answering to your wife about something.......I forget.

___________________________________________________________

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.

Re: 3g Microcell and Charter Cable

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Jan 23, 2014 6:17:51 PM
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ACE - Master

Smiley Tongue

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MicroCell Technical Guide by Otto Pylot


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

Smiley Tongue

___________________________________________________________

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.

Re: 3g Microcell and Charter Cable

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Jan 24, 2014 3:40:29 PM
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Steve,

 

Did you get any resolution on this? I am in Fort Worth and having the exact same problem with the microcell/charter.

 

J

Steve,

 

Did you get any resolution on this? I am in Fort Worth and having the exact same problem with the microcell/charter.

 

J

Re: 3g Microcell and Charter Cable

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Jan 24, 2014 5:01:28 PM
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ACE - Professor

I wonder if the OP is from that area?

 

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

I wonder if the OP is from that area?

 

___________________________________________________________

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.

Re: 3g Microcell and Charter Cable

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Jan 24, 2014 5:19:58 PM
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ACE - Master
Edited by OttoPylot on Jan 24, 2014 at 5:21:55 PM

Don't know. He did say that a number of his neighbors are having the same issue so my thinking is that it's a local MicroCell Service Area issue (maintenance, macrocell upgrade), that's why I suggested his neighbors start PM'ing CustomerCare which is a more direct way to support.

 

Correction - I don't think he's referring to the OP like I was. Steve is another poster who has a similar issue. Either way we don't know where those two are from.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

Don't know. He did say that a number of his neighbors are having the same issue so my thinking is that it's a local MicroCell Service Area issue (maintenance, macrocell upgrade), that's why I suggested his neighbors start PM'ing CustomerCare which is a more direct way to support.

 

Correction - I don't think he's referring to the OP like I was. Steve is another poster who has a similar issue. Either way we don't know where those two are from.

___________________________________________________________

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.

Re: 3g Microcell and Charter Cable

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Jan 24, 2014 5:23:15 PM
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ACE - Master

jarrtx wrote:

Steve,

 

Did you get any resolution on this? I am in Fort Worth and having the exact same problem with the microcell/charter.

 

J


 

Has Charter done any recent upgrades or have you upgraded any hardware that would coincide with your issue? What exactly is your setup and how do you have it setup?

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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


jarrtx wrote:

Steve,

 

Did you get any resolution on this? I am in Fort Worth and having the exact same problem with the microcell/charter.

 

J


 

Has Charter done any recent upgrades or have you upgraded any hardware that would coincide with your issue? What exactly is your setup and how do you have it setup?

___________________________________________________________

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.

Re: 3g Microcell and Charter Cable

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Jan 25, 2014 2:31:06 PM
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Teacher

J,

 

    Below are the step that I tried to resolve this on the ATT end.

 

1. Tried bypasssing my Netgear router all together to make sure it wasnt a setting or port issue on that.

2. I got a whole new microcell shipped to me by ATT.

3. Changed ethernet cable and power supply going from microcell to cable modem.

4. Logged into my Charter modem and found there are no settings within the modem regarding port blocking.

5. Tried all the typical rebooting and unplugging of all devices.

6. Had ATT remove my Microcell from their network and attempted to reconnect it.

7. Spent countless hours on the phone with ATT trying everything under the sun

 

My setup is a motorola cable modem provided by Charter and a Netgear wireless router. I live in Benbrook which is just west of Fort Worth. I am confident it is not an ATT issue as my father lives close to me and he has ATT as an ISP and his is working fine. My problems started about 2-3 weeks ago. The 3G light just flashes and flashes and never goes solid. ATT is saying that they are showing port 4500 block on their end which is the port that data has to travel from the microcell to and from them for it to work. My sister also lives near me and started having problems the same time I did and they also have Charter an their internet ISP. My sister had a Charter tech out to their house today and was no help at all. He tested everything and told them it was nothing on their end, but he didn't have a clue on what a Microcell was. I am sure it is a setting issue on Charters end wherever their equipment is located. After numerous calls with Charter including their supervisors I dont think they are blocking anything on purpose I think it is something that changed during a hardware upgrade or software upgrade on their end and they dont know about it and aren't interested in making the calls to help us Microcell users resolve it. I am going to make one last effort to call a Charter supervisor today and then I am switching ISP's cause I am tired of dealing with this. Anyone having this problem needs to call Charter and ask for a supervisor and express the problem to them. Each time I call they act like I am the only one calling. I respect Otto Pylot's knowledge, but I think reaching out to ATT is a waste of time as they have called Charter for me as well and they get told the same thing. I think the better move it to call Charter over and over until they get tired of hearing about it.  

 

.

J,

 

    Below are the step that I tried to resolve this on the ATT end.

 

1. Tried bypasssing my Netgear router all together to make sure it wasnt a setting or port issue on that.

2. I got a whole new microcell shipped to me by ATT.

3. Changed ethernet cable and power supply going from microcell to cable modem.

4. Logged into my Charter modem and found there are no settings within the modem regarding port blocking.

5. Tried all the typical rebooting and unplugging of all devices.

6. Had ATT remove my Microcell from their network and attempted to reconnect it.

7. Spent countless hours on the phone with ATT trying everything under the sun

 

My setup is a motorola cable modem provided by Charter and a Netgear wireless router. I live in Benbrook which is just west of Fort Worth. I am confident it is not an ATT issue as my father lives close to me and he has ATT as an ISP and his is working fine. My problems started about 2-3 weeks ago. The 3G light just flashes and flashes and never goes solid. ATT is saying that they are showing port 4500 block on their end which is the port that data has to travel from the microcell to and from them for it to work. My sister also lives near me and started having problems the same time I did and they also have Charter an their internet ISP. My sister had a Charter tech out to their house today and was no help at all. He tested everything and told them it was nothing on their end, but he didn't have a clue on what a Microcell was. I am sure it is a setting issue on Charters end wherever their equipment is located. After numerous calls with Charter including their supervisors I dont think they are blocking anything on purpose I think it is something that changed during a hardware upgrade or software upgrade on their end and they dont know about it and aren't interested in making the calls to help us Microcell users resolve it. I am going to make one last effort to call a Charter supervisor today and then I am switching ISP's cause I am tired of dealing with this. Anyone having this problem needs to call Charter and ask for a supervisor and express the problem to them. Each time I call they act like I am the only one calling. I respect Otto Pylot's knowledge, but I think reaching out to ATT is a waste of time as they have called Charter for me as well and they get told the same thing. I think the better move it to call Charter over and over until they get tired of hearing about it.  

 

.

Re: 3g Microcell and Charter Cable

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Jan 25, 2014 3:34:16 PM
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ACE - Master

Do keep in mind that I am not an AT&T employee or sub-con so I have no real affiliation, one way or another with AT&T other than I have my cellular service with them. I'm just a regular user who got frustrated years ago when the MicroCell was first introduced and have sort of morphed into this ACE position (which was given to me by the Forum Admins for my contributions). Help from support was abysmal way back then so I just decided to share my accumulated knowledge with others to hopefully get their MicroCells up and running trouble-free.

 

I think you are correct in your assumptions on what Charter is, or is not doing, to resolve your issue. It is possible that there could be a problem in your MicroCell Service Area on the AT&T side (maintenance, macrocell upgrade, etc) but that would affect everybody who has a MicroCell regardless of ISP. If AT&T determined that port 4500 is being blocked (which is the most common issue when it's and ISP problem) then that's all they can do because they can't force the ISP to fix what they don't want to acknowledge is a problem.

 

A similar problem happend a month or so ago with TWC in KY. They upgraded their system and almost immediately the MicroCell's stopped connecting. Their position was that it was AT&T's problem (port 4500 being blocked) and that was it. Lots of finger pointing on both sides. AT&T did try to intervene but TWC wouldn't listen. Only when TWC started getting bombed from their users with threats of cancellation etc did TWC finally look into it and "discovered" that one of the vendors they used for the upgrade configured something wrong. Once the "vendor" corrected the error, the MicroCell's starting working again.

 

I don't want to start any conspiracy theories here, but now that Net Neutrality is dead (at least so far), I think we are going to see more and more of this as cable operators, etc. start blocking access to another providers services thru their network. They would much rather have you keep all of your eggs in their basket. Verizon has already started doing this anti-competitive behaviour to a certain degree by hiding it under a "faux-technicality" issue or under the guise of "innovative" pricing.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

Do keep in mind that I am not an AT&T employee or sub-con so I have no real affiliation, one way or another with AT&T other than I have my cellular service with them. I'm just a regular user who got frustrated years ago when the MicroCell was first introduced and have sort of morphed into this ACE position (which was given to me by the Forum Admins for my contributions). Help from support was abysmal way back then so I just decided to share my accumulated knowledge with others to hopefully get their MicroCells up and running trouble-free.

 

I think you are correct in your assumptions on what Charter is, or is not doing, to resolve your issue. It is possible that there could be a problem in your MicroCell Service Area on the AT&T side (maintenance, macrocell upgrade, etc) but that would affect everybody who has a MicroCell regardless of ISP. If AT&T determined that port 4500 is being blocked (which is the most common issue when it's and ISP problem) then that's all they can do because they can't force the ISP to fix what they don't want to acknowledge is a problem.

 

A similar problem happend a month or so ago with TWC in KY. They upgraded their system and almost immediately the MicroCell's stopped connecting. Their position was that it was AT&T's problem (port 4500 being blocked) and that was it. Lots of finger pointing on both sides. AT&T did try to intervene but TWC wouldn't listen. Only when TWC started getting bombed from their users with threats of cancellation etc did TWC finally look into it and "discovered" that one of the vendors they used for the upgrade configured something wrong. Once the "vendor" corrected the error, the MicroCell's starting working again.

 

I don't want to start any conspiracy theories here, but now that Net Neutrality is dead (at least so far), I think we are going to see more and more of this as cable operators, etc. start blocking access to another providers services thru their network. They would much rather have you keep all of your eggs in their basket. Verizon has already started doing this anti-competitive behaviour to a certain degree by hiding it under a "faux-technicality" issue or under the guise of "innovative" pricing.

___________________________________________________________

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.

Re: 3g Microcell and Charter Cable

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Teacher

I called Charter one last time and talked to a supervisor named KIesha and had the same experience with her as with all the other supevisors at Charter. Is your Internet working? Great then the Microcell isn't our problem. She even claimed to know that all the settings were fine at a location she doesn't even have access to. What a joke. If I was a Chater executive the Charter supervisors that took calls about this issue that ignored the customers concerns and failed to just look into it would be the first to go.  

 

I did however call ATT as a last ditch effort and apparently this morning they got an email from the higher ups in ATT to keep track of all customers with Microcell problems related to a cable provider. They have a special team that is keeping track of all this and the area the customers are in and are puishing forward with their head network team to reach out to the network people at Charter.

 

Please call 18003310500 and select the opition for Iphone tech support. I clicked the opition for Microcell support and it directed me to Iphone support. I guess the iphone support team is the group logging these complaints. It is my understanding that they are working hard to push this issue and I don't think it should take that long with Charter since other Charter customers in other areas arent having problems. I think our problem is something at a facility that got changed by accident and us calling to complain isn't enough, but with the ATT network guys they might have some success. PLEASE if you are having a problem call this number to report it. This is the only update I have, but I found it positive that they recognize there is an issue with Charter and are going to try and go to bat for us. I will report any change on my end.

 

 

I called Charter one last time and talked to a supervisor named KIesha and had the same experience with her as with all the other supevisors at Charter. Is your Internet working? Great then the Microcell isn't our problem. She even claimed to know that all the settings were fine at a location she doesn't even have access to. What a joke. If I was a Chater executive the Charter supervisors that took calls about this issue that ignored the customers concerns and failed to just look into it would be the first to go.  

 

I did however call ATT as a last ditch effort and apparently this morning they got an email from the higher ups in ATT to keep track of all customers with Microcell problems related to a cable provider. They have a special team that is keeping track of all this and the area the customers are in and are puishing forward with their head network team to reach out to the network people at Charter.

 

Please call 18003310500 and select the opition for Iphone tech support. I clicked the opition for Microcell support and it directed me to Iphone support. I guess the iphone support team is the group logging these complaints. It is my understanding that they are working hard to push this issue and I don't think it should take that long with Charter since other Charter customers in other areas arent having problems. I think our problem is something at a facility that got changed by accident and us calling to complain isn't enough, but with the ATT network guys they might have some success. PLEASE if you are having a problem call this number to report it. This is the only update I have, but I found it positive that they recognize there is an issue with Charter and are going to try and go to bat for us. I will report any change on my end.

 

 

Re: 3g Microcell and Charter Cable

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Jan 25, 2014 5:26:59 PM
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Teacher

Oh I forgot to mention. Just incase anyone from Charter is reading these. Keisha is a model supervisor. As an example for the fact that they don't block ports she told me I could go download pirated movies as Charter doesn't block any ports. She said the worst that would happen to me is to get a letter from the production company for the movie I downloaded. What a joke. I am not saying downloading pirated movies doesn't happen all day long everyday, but it is great when the ISP supports doing it. She better hope no one above her listens to that recorded telephone call.

 

 

Oh I forgot to mention. Just incase anyone from Charter is reading these. Keisha is a model supervisor. As an example for the fact that they don't block ports she told me I could go download pirated movies as Charter doesn't block any ports. She said the worst that would happen to me is to get a letter from the production company for the movie I downloaded. What a joke. I am not saying downloading pirated movies doesn't happen all day long everyday, but it is great when the ISP supports doing it. She better hope no one above her listens to that recorded telephone call.

 

 

Re: 3g Microcell and Charter Cable

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Jan 25, 2014 5:58:23 PM
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ACE - Master

Ok. What I will do is contact my Admin next week with your issue and see what she can find out. Quite often, the info relayed to me is something that I can't publically post but I can suggest some things that may be done. No guarantees, all I can do is try, but the more pressure that is put on Charter, the better. It worked for TWC. At least for now. You may get a pm from CustomerCare. Lemme give it a shot.

 

Most customer support folks, as you well know, read from a script and can't think out of the box. This goes for their supervisors as well. They just don't know how VoIP works.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

Ok. What I will do is contact my Admin next week with your issue and see what she can find out. Quite often, the info relayed to me is something that I can't publically post but I can suggest some things that may be done. No guarantees, all I can do is try, but the more pressure that is put on Charter, the better. It worked for TWC. At least for now. You may get a pm from CustomerCare. Lemme give it a shot.

 

Most customer support folks, as you well know, read from a script and can't think out of the box. This goes for their supervisors as well. They just don't know how VoIP works.

___________________________________________________________

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.

Re: 3g Microcell and Charter Cable

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Community Support

Hi James,

I am very sorry for the Microcell issues that you are currently having. One of our Managers will be reaching out to you at the email address listed in your profile here on the forums. If there is a better way for us to get in touch with you, please reply via private message with your contact information.


Thanks,

Tom R

.
AT&T Social Media Manager

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button. We are here to help Monday - Friday. For additional support, please visit AT&T Support Center  or Contact AT&T.

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Hi James,

I am very sorry for the Microcell issues that you are currently having. One of our Managers will be reaching out to you at the email address listed in your profile here on the forums. If there is a better way for us to get in touch with you, please reply via private message with your contact information.


Thanks,

Tom R

.
AT&T Social Media Manager

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button. We are here to help Monday - Friday. For additional support, please visit AT&T Support Center  or Contact AT&T.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

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Re: 3g Microcell and Charter Cable

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Community Support

Hi Steve,

I am very sorry for the issues that you are currently having with your Microcell. One of our Managers will be reaching out to you within 48 hours at the email address listed in your profile here on the forums. If there is a better way for us to get in touch with you, please reply via private message with your contact information.


Thanks,

Tom R

.
AT&T Social Media Manager

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button. We are here to help Monday - Friday. For additional support, please visit AT&T Support Center  or Contact AT&T.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

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Hi Steve,

I am very sorry for the issues that you are currently having with your Microcell. One of our Managers will be reaching out to you within 48 hours at the email address listed in your profile here on the forums. If there is a better way for us to get in touch with you, please reply via private message with your contact information.


Thanks,

Tom R

.
AT&T Social Media Manager

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button. We are here to help Monday - Friday. For additional support, please visit AT&T Support Center  or Contact AT&T.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

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Re: 3g Microcell and Charter Cable

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Community Support

Hi Jarrtx,

I am very sorry for the issues that you are having with your Microcell. One of our Managers will be reaching out to you within 48 hours at the email address listed in your profile here on the forums. If there is a better way for us to get in touch with you, please reply via private message with your contact information.


Thanks,

Tom R

.
AT&T Social Media Manager

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button. We are here to help Monday - Friday. For additional support, please visit AT&T Support Center  or Contact AT&T.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

Follow us on: Twitter @ATTCustomerCare • FaceBook AT&T • YouTube AT&T

Hi Jarrtx,

I am very sorry for the issues that you are having with your Microcell. One of our Managers will be reaching out to you within 48 hours at the email address listed in your profile here on the forums. If there is a better way for us to get in touch with you, please reply via private message with your contact information.


Thanks,

Tom R

.
AT&T Social Media Manager

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button. We are here to help Monday - Friday. For additional support, please visit AT&T Support Center  or Contact AT&T.

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

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Re: 3g Microcell and Charter Cable

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ACE - Master

@ Jarrtx, stevesmith1328, and themcks - I contacted the Admins this weekend about your issues and as you can see they got CustomerCare involved so you all should be seeing some pm's from them. Please respond to them with what ever info they need and let's see if this can be resolved.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

@ Jarrtx, stevesmith1328, and themcks - I contacted the Admins this weekend about your issues and as you can see they got CustomerCare involved so you all should be seeing some pm's from them. Please respond to them with what ever info they need and let's see if this can be resolved.

___________________________________________________________

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.

Re: 3g Microcell and Charter Cable

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Teacher
 

Re: 3g Microcell and Charter Cable

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Otto pylot thanks for pushing this along. I responded to the email they sent me with the info requested. My brother in law is also having the same issues. He reported it to att in the manner that I posted a few days ago. Does he need to reach out to the same people helping us or not? Thanks again.
Otto pylot thanks for pushing this along. I responded to the email they sent me with the info requested. My brother in law is also having the same issues. He reported it to att in the manner that I posted a few days ago. Does he need to reach out to the same people helping us or not? Thanks again.

Re: 3g Microcell and Charter Cable

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