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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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Feb 6, 2014 9:01:35 AM
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Tutor

It's snowing, my MicroCell was online and my phone was registered to the MicroCell this morning. I did not power cycle anything.

 

Thanks to AT&T, Otto Pylot and Steven for pushing Charter to take a real look into the issue. And finally a big thanks to Charter and railpass for getting this issue resolved. (NE FW, Tx area).

It's snowing, my MicroCell was online and my phone was registered to the MicroCell this morning. I did not power cycle anything.

 

Thanks to AT&T, Otto Pylot and Steven for pushing Charter to take a real look into the issue. And finally a big thanks to Charter and railpass for getting this issue resolved. (NE FW, Tx area).

Re: 3g Microcell and Charter Cable

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Feb 6, 2014 9:14:21 AM
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ACE - Master

If you could pack up some of that snow and send it West, we'd really appreciate it! It's raining here now but it may be too little too late Smiley Sad

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

If you could pack up some of that snow and send it West, we'd really appreciate it! It's raining here now but it may be too little too late 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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Feb 6, 2014 9:31:17 AM
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ACE - Professor

It is great to see this all come together and result in a fix for the affected Mcell customers.  I wonder how long it would have taken if this forum didn't exist?  Hats off to Otto for his efforts and to Charter for reacting as they did to resolve their hardware issues.

 

That being said, after seeing the recent issues with Charter, TWC and HT, there is a common thread to this and that is the initial finger-pointing where the ISP blames AT&T and AT&T blames the ISP.  I think this is mainly a front-line response where Tier One customer support people don't have enough information to accurately assess the problem and take the easy way out.

 

That's why this forum is so important.  Information from users is accumulated, discussed and then forwarded to the proper people who have access to the resources necessary to resolve the problem.  It's unfortunate that it takes a grass-roots effort to get the powers-that-be to react to problems like these but that's just the way it is.

 

All you affected Charter customers that had your Mcell service interrupted should give Otto a Kudos for all his efforts to bring this problem to the people who had the power to fix it.  Without him monitoring this forum and using his connections, you most likely would still not have your Mcell service restored.

 

My two cents....

 

 

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

It is great to see this all come together and result in a fix for the affected Mcell customers.  I wonder how long it would have taken if this forum didn't exist?  Hats off to Otto for his efforts and to Charter for reacting as they did to resolve their hardware issues.

 

That being said, after seeing the recent issues with Charter, TWC and HT, there is a common thread to this and that is the initial finger-pointing where the ISP blames AT&T and AT&T blames the ISP.  I think this is mainly a front-line response where Tier One customer support people don't have enough information to accurately assess the problem and take the easy way out.

 

That's why this forum is so important.  Information from users is accumulated, discussed and then forwarded to the proper people who have access to the resources necessary to resolve the problem.  It's unfortunate that it takes a grass-roots effort to get the powers-that-be to react to problems like these but that's just the way it is.

 

All you affected Charter customers that had your Mcell service interrupted should give Otto a Kudos for all his efforts to bring this problem to the people who had the power to fix it.  Without him monitoring this forum and using his connections, you most likely would still not have your Mcell service restored.

 

My two cents....

 

 

___________________________________________________________

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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Feb 6, 2014 10:36:45 AM
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Community Manager

Definitely huge kudos for Otto! Thanks for all you've done in this thread!!!

 

-Mariana

 

 


Rethink Possible


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: Learn More.

Definitely huge kudos for Otto! Thanks for all you've done in this thread!!!

 

-Mariana

 

 


Rethink Possible


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: Learn More.

*I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s position, strategies or opinions.

Re: 3g Microcell and Charter Cable

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Feb 6, 2014 10:53:18 AM
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ACE - Master

Thanks Smiley Embarassed

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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

Thanks Smiley Embarassed

___________________________________________________________

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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Feb 12, 2014 8:28:15 AM
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Teacher

All,

 

I'm in a similar situation but my MicroCell is still not working properly, even after the patch push to all Charter sites.

 

I'm in Smyrna, GA.  Has the patch been pushed out to my location?  My symptom is is that I can hear the other party perfectly but they can't hear me very well.  My voice is garbled to them.

 

Here's my network setup:

 

- Charter HSI 30/3 package

- Cable Modem: Motorola SB6141; 8-Channel Bonding is active

- Router: Netgear N750

- The Microcell is plugged into the router

- All status lights on the MicroCell are solid green (minus the Computer port as I don't use that one)

 

I've of course power-cycled everything, in the proper order, tried a different Ethernet cable to the MicroCell, tried a different port on the router, along with trying to set up port forwarding within the router.

 

Can anyone give me an idea of what's causing this?  It has been happening for at least 1 month now.

 

Thanks.

 

All,

 

I'm in a similar situation but my MicroCell is still not working properly, even after the patch push to all Charter sites.

 

I'm in Smyrna, GA.  Has the patch been pushed out to my location?  My symptom is is that I can hear the other party perfectly but they can't hear me very well.  My voice is garbled to them.

 

Here's my network setup:

 

- Charter HSI 30/3 package

- Cable Modem: Motorola SB6141; 8-Channel Bonding is active

- Router: Netgear N750

- The Microcell is plugged into the router

- All status lights on the MicroCell are solid green (minus the Computer port as I don't use that one)

 

I've of course power-cycled everything, in the proper order, tried a different Ethernet cable to the MicroCell, tried a different port on the router, along with trying to set up port forwarding within the router.

 

Can anyone give me an idea of what's causing this?  It has been happening for at least 1 month now.

 

Thanks.

 

Re: 3g Microcell and Charter Cable

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Feb 12, 2014 8:36:48 AM
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ACE - Master

If this is the same Charter issue you'll have to contact Charter. I know they were going to be pushing the hardware fix to the areas that  had already been upgraded because they reported the issues first, so as they move throughout their network with the upgrades, issues may arise and will have to be addressed on a service area basis. Contact Charter because there isn't anything that AT&T can do if this is related to the recent network hardware upgrade.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

If this is the same Charter issue you'll have to contact Charter. I know they were going to be pushing the hardware fix to the areas that  had already been upgraded because they reported the issues first, so as they move throughout their network with the upgrades, issues may arise and will have to be addressed on a service area basis. Contact Charter because there isn't anything that AT&T can do if this is related to the recent network hardware upgrade.

___________________________________________________________

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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Feb 12, 2014 8:58:42 AM
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Teacher

Thanks Otto Pylot, will do.

 

Regards.

Thanks Otto Pylot, will do.

 

Regards.

Re: 3g Microcell and Charter Cable

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Feb 12, 2014 9:04:20 AM
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ACE - Master

The Charter engineer who was posting here had the user name of railpass. I don't know if he still checks this forum but you might want to send him a PM. He was very helpful to the members here.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

The Charter engineer who was posting here had the user name of railpass. I don't know if he still checks this forum but you might want to send him a PM. He was very helpful to the members here.

___________________________________________________________

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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Feb 12, 2014 9:18:07 AM
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Teacher

Good idea Otto.  I've sent him a PM as well.

 

Thanks.

Good idea Otto.  I've sent him a PM as well.

 

Thanks.

Re: 3g Microcell and Charter Cable

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Feb 12, 2014 10:11:16 AM
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ACE - Professor

acouse's problem is different than the others who posted here.  He is not getting a flashing 3G light like they did.  If his only symptom is outgoing garbled speech,  my first suspicion would be some sort of outgoing packet loss/jitter problem due to a line quality issue.  Since his system was working properly before, something has changed on Charter's side as I'm assuming that his setup/equipment has not changed.

 

Go to this website and run the VOIP test and post your results here.  Make sure to open the "Advanced" tab after running the test and post those numbers.

 

www.onsip.com/tools/voip-test

 


You may want to also contact Charter and have them send a tech out to test your line, but I'd run the test first to see if there is anything obvious going on with your connection.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

acouse's problem is different than the others who posted here.  He is not getting a flashing 3G light like they did.  If his only symptom is outgoing garbled speech,  my first suspicion would be some sort of outgoing packet loss/jitter problem due to a line quality issue.  Since his system was working properly before, something has changed on Charter's side as I'm assuming that his setup/equipment has not changed.

 

Go to this website and run the VOIP test and post your results here.  Make sure to open the "Advanced" tab after running the test and post those numbers.

 

www.onsip.com/tools/voip-test

 


You may want to also contact Charter and have them send a tech out to test your line, but I'd run the test first to see if there is anything obvious going on with your connection.

___________________________________________________________

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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Feb 12, 2014 10:34:52 AM
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ACE - Master

That's a good idea to do the self-test first to see if anything jumps out at you. The more information you can give Charter, the better.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

That's a good idea to do the self-test first to see if anything jumps out at you. The more information you can give Charter, the better.

___________________________________________________________

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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Feb 12, 2014 11:27:08 AM
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Teacher

Thanks for your input on this avedis53.

 

OK, I ran the VoIP test and apparently I've got a lot of outbound jitter going on that is most likely causing my issue.  It's coming in at 48.7 ms to the test server.  This makes sense as parties at the other end of my calls can't hear me well as the voice quality is garbled and choppy.  

 

Here are the results of my VoIP test:

 

 

Honestly, I've been experiencing a very poor Internet connection in general here for the last two months or so and it seemed to have started around the time Charter was performing back-end upgrades.  When I run speedtest.net or Charter HSI speed tests, the upload speed is usually completely unacceptable... a lot of the time the download comes in terrible as well.  I usually never get even close to a 3 Mb upload speed at peak or non-peak hours of the day.

 

I have done these HSI speed tests in the past while plugged directly into my SB6141 modem, bypassing my network components with the same poor upload results.

 

FYI: nothing has changed with my network gear since when my MicroCell was working well.

 

Let me know your thoughts.

 

Many thanks.

 

 

 

Thanks for your input on this avedis53.

 

OK, I ran the VoIP test and apparently I've got a lot of outbound jitter going on that is most likely causing my issue.  It's coming in at 48.7 ms to the test server.  This makes sense as parties at the other end of my calls can't hear me well as the voice quality is garbled and choppy.  

 

Here are the results of my VoIP test:

 

 

Honestly, I've been experiencing a very poor Internet connection in general here for the last two months or so and it seemed to have started around the time Charter was performing back-end upgrades.  When I run speedtest.net or Charter HSI speed tests, the upload speed is usually completely unacceptable... a lot of the time the download comes in terrible as well.  I usually never get even close to a 3 Mb upload speed at peak or non-peak hours of the day.

 

I have done these HSI speed tests in the past while plugged directly into my SB6141 modem, bypassing my network components with the same poor upload results.

 

FYI: nothing has changed with my network gear since when my MicroCell was working well.

 

Let me know your thoughts.

 

Many thanks.

 

 

 

Re: 3g Microcell and Charter Cable

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Feb 12, 2014 11:34:21 AM
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Teacher

I've ran the VoIP test a couple of more times and download jitter is bad as well sometimes:

 

 

Thanks.

I've ran the VoIP test a couple of more times and download jitter is bad as well sometimes:

 

 

Thanks.

Re: 3g Microcell and Charter Cable

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Feb 12, 2014 11:39:07 AM
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ACE - Master

Unfortunately, only the ISP can fix jitter so something is amiss with Charter's network, maybe due to the upgrade, maybe not. There's a nice little explanation of the various factors that interfere with VoIP in the newly updated version of the Guide (see link in my sig) that was generously contributed by Avedis53.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

Unfortunately, only the ISP can fix jitter so something is amiss with Charter's network, maybe due to the upgrade, maybe not. There's a nice little explanation of the various factors that interfere with VoIP in the newly updated version of the Guide (see link in my sig) that was generously contributed by Avedis53.

___________________________________________________________

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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Feb 12, 2014 11:52:27 AM
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Teacher

Thanks so much Otto and great job on the technical guide.  I'll start by contacting Charter to get my jitter issue resolved.  That should take care of all the issues I'm experiencing.

 

 

Thanks so much Otto and great job on the technical guide.  I'll start by contacting Charter to get my jitter issue resolved.  That should take care of all the issues I'm experiencing.

 

 

Re: 3g Microcell and Charter Cable

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Feb 12, 2014 12:06:55 PM
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ACE - Professor

Hmmm....

 

My results:

 

Jitter:  you to server:  0.4 ms

Jitter:  server to you:  1.1 ms

Packet loss:  you to server:  0.0%

Packet loss:  server to you:  0.0%

Packet discards:  0.0%

Packets out of order:  0.0%

Estimated MOS score:  4.2

 

You would appear to have an ISP-related problem.  Discarded packets are packets that have been delayed long enough to be useless.  Lost packets are packets that never made it at all.  Both of them are problems to VoIP, as the missing data can cause choppy audio ("Burst Loss"), or loss in voice quality ("Random Loss"), depending on whether large blocks of packets are lost all at once (causing choppiness and silences), or the packet loss is steady (causing a steady voice, but with occasional artifacts or a "metallic" or distant/synthetic sound that some people call "toilet bowl audio").

 

Your outgoing metrics are inadequate for decent VOIP results from what I've read.

 

Definitely get in touch with Charter to get a tech out there to run a line test.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

Hmmm....

 

My results:

 

Jitter:  you to server:  0.4 ms

Jitter:  server to you:  1.1 ms

Packet loss:  you to server:  0.0%

Packet loss:  server to you:  0.0%

Packet discards:  0.0%

Packets out of order:  0.0%

Estimated MOS score:  4.2

 

You would appear to have an ISP-related problem.  Discarded packets are packets that have been delayed long enough to be useless.  Lost packets are packets that never made it at all.  Both of them are problems to VoIP, as the missing data can cause choppy audio ("Burst Loss"), or loss in voice quality ("Random Loss"), depending on whether large blocks of packets are lost all at once (causing choppiness and silences), or the packet loss is steady (causing a steady voice, but with occasional artifacts or a "metallic" or distant/synthetic sound that some people call "toilet bowl audio").

 

Your outgoing metrics are inadequate for decent VOIP results from what I've read.

 

Definitely get in touch with Charter to get a tech out there to run a line test.

___________________________________________________________

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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Feb 12, 2014 12:14:24 PM
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Teacher

Thanks Avedis53 and understood.  I'll be sure to get a Charter tech out here ASAP to test my line.  

 

Regards.

Thanks Avedis53 and understood.  I'll be sure to get a Charter tech out here ASAP to test my line.  

 

Regards.

Re: 3g Microcell and Charter Cable

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Feb 12, 2014 12:15:41 PM
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ACE - Professor

You might also run a traceroute to see at what hops your packet loss is occurring. 

 

If you don't already have it, Pingplotter has a freeware version at their website:

 

http://www.pingplotter.com/

 

Run this and post your results if you want.  I'd be curious to see it. 

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

You might also run a traceroute to see at what hops your packet loss is occurring. 

 

If you don't already have it, Pingplotter has a freeware version at their website:

 

http://www.pingplotter.com/

 

Run this and post your results if you want.  I'd be curious to see 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.

Re: 3g Microcell and Charter Cable

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Feb 12, 2014 12:36:36 PM
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ACE - Master

Two good ideas. I may test my jitter and traceroute when I get home tonight just to see what mine looks like. I've been fortunate enough to have never experienced poor call quality, dropped calls, or any of the other common complaints here.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

Two good ideas. I may test my jitter and traceroute when I get home tonight just to see what mine looks like. I've been fortunate enough to have never experienced poor call quality, dropped calls, or any of the other common complaints here.

___________________________________________________________

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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Feb 12, 2014 1:53:30 PM
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Teacher

OK, I've done a command line trace route and one using PingPlotter; both to Google.com.  I let that run for about 10 minutes.  Here are the results respectively:

 

C:\Users\>tracert www.google.com

 

Tracing route to www.google.com [173.194.37.83]

over a maximum of 30 hops:

 

  1    <1 ms    <1 ms    <1 ms  192.168.1.49

  2    95 ms     9 ms    28 ms  10.227.96.1

  3    38 ms    10 ms   202 ms  dtr01smyrga-tge-0-0-0-3.smyr.ga.charter.com [96.34.72.124]

  4   322 ms    81 ms    22 ms  dtr02sghlga-tge-0-2-0-18.sghl.ga.charter.com [96.34.72.42]

  5    80 ms   118 ms    20 ms  crr02sghlga-tge-0-2-0-9.sghl.ga.charter.com [96.34.78.146]

  6    22 ms    29 ms   207 ms  bbr02atlnga-bue-3.atln.ga.charter.com [96.34.2.72]

  7     *       72 ms    46 ms  prr01atlnga-bue-3.atln.ga.charter.com [96.34.3.19]

  8    83 ms    43 ms   102 ms  72.14.220.17

  9    73 ms    19 ms     *     72.14.239.100

 10    31 ms     *      159 ms  64.233.175.94

 11    75 ms    64 ms   204 ms  atl14s08-in-f19.1e100.net [173.194.37.83]

 

Trace complete.

 

 

Thanks guys.

OK, I've done a command line trace route and one using PingPlotter; both to Google.com.  I let that run for about 10 minutes.  Here are the results respectively:

 

C:\Users\>tracert www.google.com

 

Tracing route to www.google.com [173.194.37.83]

over a maximum of 30 hops:

 

  1    <1 ms    <1 ms    <1 ms  192.168.1.49

  2    95 ms     9 ms    28 ms  10.227.96.1

  3    38 ms    10 ms   202 ms  dtr01smyrga-tge-0-0-0-3.smyr.ga.charter.com [96.34.72.124]

  4   322 ms    81 ms    22 ms  dtr02sghlga-tge-0-2-0-18.sghl.ga.charter.com [96.34.72.42]

  5    80 ms   118 ms    20 ms  crr02sghlga-tge-0-2-0-9.sghl.ga.charter.com [96.34.78.146]

  6    22 ms    29 ms   207 ms  bbr02atlnga-bue-3.atln.ga.charter.com [96.34.2.72]

  7     *       72 ms    46 ms  prr01atlnga-bue-3.atln.ga.charter.com [96.34.3.19]

  8    83 ms    43 ms   102 ms  72.14.220.17

  9    73 ms    19 ms     *     72.14.239.100

 10    31 ms     *      159 ms  64.233.175.94

 11    75 ms    64 ms   204 ms  atl14s08-in-f19.1e100.net [173.194.37.83]

 

Trace complete.

 

 

Thanks guys.

Re: 3g Microcell and Charter Cable

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Feb 12, 2014 5:21:07 PM
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ACE - Professor

Interpreting pingplotter data is somewhat complex and there are many variables that can give you a false indication that something is wrong when it is not.  For example some servers along the way on your trace may assign a low priority to ICMP TTL packets and that will skew your results significantly.

 

That being said, looking at your Pingplotter trace I would say that isn't likely that your problem resides on your end.  It would appear that Charter is having issues along the way to Google.com, most likely at their Sugar Hill, GA servers.

 

I would recommend contacting Charter and describe what you have observed with the testing and request that a tech be sent out to ring out your connection.  Their testing equipment is a lot more robust at detemining where problems reside.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

Interpreting pingplotter data is somewhat complex and there are many variables that can give you a false indication that something is wrong when it is not.  For example some servers along the way on your trace may assign a low priority to ICMP TTL packets and that will skew your results significantly.

 

That being said, looking at your Pingplotter trace I would say that isn't likely that your problem resides on your end.  It would appear that Charter is having issues along the way to Google.com, most likely at their Sugar Hill, GA servers.

 

I would recommend contacting Charter and describe what you have observed with the testing and request that a tech be sent out to ring out your connection.  Their testing equipment is a lot more robust at detemining where problems reside.

___________________________________________________________

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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Feb 13, 2014 9:35:14 AM
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Teacher

Understood Avedis53 and I'll definitely contact Charter to come out.  Yeah, I took a look at the PingPlotter how-tos and realize too that pin-pointing where an issue is occuring can be difficult since there are so many variables in the connection.

 

I'm going to run it again, along with the VoIP test while plugged directly into my SB6141 so I can bypass and rule out any issues going on inside my LAN.

 

Thanks again and I'll keep you posted once Charter tests my line.

Understood Avedis53 and I'll definitely contact Charter to come out.  Yeah, I took a look at the PingPlotter how-tos and realize too that pin-pointing where an issue is occuring can be difficult since there are so many variables in the connection.

 

I'm going to run it again, along with the VoIP test while plugged directly into my SB6141 so I can bypass and rule out any issues going on inside my LAN.

 

Thanks again and I'll keep you posted once Charter tests my line.

Re: 3g Microcell and Charter Cable

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ACE - Professor

That is certainly a good idea but like I said, your pingplot doesn't show an issue at your end.  Keep us posted.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

That is certainly a good idea but like I said, your pingplot doesn't show an issue at your end.  Keep us posted.

___________________________________________________________

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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How do i get this same issue fix in Illinois.  I have had this going on for 3 weeks now and no resolution from Charter or ATT.  ATT sent a new microcell, Charter claims they "fixed" their issue but I still can not get my microcell working with the Charter issued Netgear router.   I am about to cancel both services and take my business and money to providers that can work together.

 

How do i get this same issue fix in Illinois.  I have had this going on for 3 weeks now and no resolution from Charter or ATT.  ATT sent a new microcell, Charter claims they "fixed" their issue but I still can not get my microcell working with the Charter issued Netgear router.   I am about to cancel both services and take my business and money to providers that can work together.

 

Re: 3g Microcell and Charter Cable

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How do i get this same issue fix in Illinois.  I have had this going on for 3 weeks now and no resolution from Charter or ATT.  ATT sent a new microcell, Charter claims they "fixed" their issue but I still can not get my microcell working with the Charter issued Netgear router.   I am about to cancel both services and take my business and money to providers that can work together.Smiley Sad

 

How do i get this same issue fix in Illinois.  I have had this going on for 3 weeks now and no resolution from Charter or ATT.  ATT sent a new microcell, Charter claims they "fixed" their issue but I still can not get my microcell working with the Charter issued Netgear router.   I am about to cancel both services and take my business and money to providers that can work together.Smiley Sad

 

Re: 3g Microcell and Charter Cable

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RailPass, I live in the Edwardsville, IL area and am still not working correctly.  I have had the issue for 3 weeks now.  Please help

RailPass, I live in the Edwardsville, IL area and am still not working correctly.  I have had the issue for 3 weeks now.  Please help

Re: 3g Microcell and Charter Cable

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ACE - Professor
Edited by Avedis53 on Feb 14, 2014 at 3:42:29 PM

I don't believe Railpass is a regular viewer of this forum so he may not see your message.  You can PM him and see if he responds but I have to ask the question:  What makes you think that Charter's issue in this thread pertains to you?  The problem was in the West Ft. Worth, TX and Waynesville, NC areas.  Perhaps it does involve you but more information is needed from you regarding your problem.

 

I'm assuming that you had no problems until 3 weeks ago and that replacing the Mcell didn't not solve your problem?  That you haven't changed any equipment?  wiring?

 

What is the statis of the lights on the front of the Mcell?  Which are solid green, flashing green, red?

 

You've done a hard reset?  Power cycled your Mcell and router?

 

List out more specifics and what you've done and perhaps we can narrow it down to what the problem might be.

 

 

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

I don't believe Railpass is a regular viewer of this forum so he may not see your message.  You can PM him and see if he responds but I have to ask the question:  What makes you think that Charter's issue in this thread pertains to you?  The problem was in the West Ft. Worth, TX and Waynesville, NC areas.  Perhaps it does involve you but more information is needed from you regarding your problem.

 

I'm assuming that you had no problems until 3 weeks ago and that replacing the Mcell didn't not solve your problem?  That you haven't changed any equipment?  wiring?

 

What is the statis of the lights on the front of the Mcell?  Which are solid green, flashing green, red?

 

You've done a hard reset?  Power cycled your Mcell and router?

 

List out more specifics and what you've done and perhaps we can narrow it down to what the problem might be.

 

 

___________________________________________________________

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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ACE - Master
Edited by OttoPylot on Feb 14, 2014 at 1:11:28 PM

Thanks Avedis53 for stepping in. Been tied up with other problems. To the OP, answer Avedis53's questions and we'll see what we can do. I'd check the Guide as well (link in my sig). There may be something in there useful.

 

And yes, railpass probably doesn't stop by here anymore. He was an engineer for Charter but I think that once the Dallas-Ft. Worth issues were resolved, he moved on. If your issue is related to the same problems that they had, I may be able to email him and ask but there's no guarantee.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

Thanks Avedis53 for stepping in. Been tied up with other problems. To the OP, answer Avedis53's questions and we'll see what we can do. I'd check the Guide as well (link in my sig). There may be something in there useful.

 

And yes, railpass probably doesn't stop by here anymore. He was an engineer for Charter but I think that once the Dallas-Ft. Worth issues were resolved, he moved on. If your issue is related to the same problems that they had, I may be able to email him and ask but there's no guarantee.

___________________________________________________________

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

OK guys, I did more troubleshooting today and wanted to give you an update.  Here's my latest findings and I now believe Charter is NOT the culprit here as we had orginally thought:

 

- Plugged the MCell straight into my SB6141.  Result: Did numerous test calls and the bi-directional call quality was terrific and crystal clear on all of them.

 

- Then plugged a laptop directly into the SB6141 to perform VoIP and general speed tests.  Result: All tests came in great; especially the VoIP tests as I achieved mostly all-green summaries and very low jitter latency.  For the Internet speed tests, the progress bars in the java apps no longer got stuck and they all completed successfully.  I also did more PingPlotter tests and had practically no lost packet issues.  Round trip times were averaging 22 ms to google.com.  Terrific.

 

- Plugged the MCell back into my Netgear N750 WNDR4300 router and performed test cell calls.  Result: Outbound voice was choppy and garbled again.  Now I'm thinking there's something wrong with my router.

 

- Researched for any known VoIP issues with my model of router.  Result: I found may suggestions to disable the "SIP ALG" setting in the WAN config of the router.  I did that, performed more test cell calls and the outbound voice quality drastically improved.

 

So with all of that being tested, I strongly believe the Charter HSI service is working well for me and that the issue is somewhere within my equipment.  After disabling SIP ALG on the router, MCell call quality seems very good again so far.

 

Now, I have one more component in my LAN that I didn't mention earlier and it's a Vonage V-Adapter since I'm a subscriber.  I have the V-Adapter sitting betwen my modem and the router.  I also tested all of the above with and without the adapter in the mix.  What I found was this... When the adapter is in the mix before my router, speed and VoIP quality deminishes quite a bit and I tend to get the garbled outbound voice again when using the MCell.  Since that V-Adapter is out front of my network edge, all traffic passes through it and for some reason it's degrading the packets causing the latency.  It never did that ever before.  I tried connecting it behind the router, got dial tones but couldn't make or receive any calls through the Vonage service.  I didn't want to start fooling around with port-forwarding so I basically gave up on that.  So at the current time, I've removed the V-Adapter from the whole equation and am not using it until I can get that issue resolved.... Maybe it's now faulty?  Maybe after Charter upgraded to 8-channel bonding a couple of months ago when my issues first started, the V-adapter can't handle the new traffic passing through it?  The modem handles the bonding so I can't see how that would affect the V-adapter's ability to pass the traffic.

 

Sorry for being long-winded but let me know your thoughts about how I disabled SIP ALG to help make the MCell work again and if you have any suggestions regarding the Vonage issue.  I understand that I'm creating scope creep here by introducing a Vonage issue but since it's also a VoIP service running on Charter's HSI, there may be a common denominator at play since that's not working well either.

 

Many thanks again. 

OK guys, I did more troubleshooting today and wanted to give you an update.  Here's my latest findings and I now believe Charter is NOT the culprit here as we had orginally thought:

 

- Plugged the MCell straight into my SB6141.  Result: Did numerous test calls and the bi-directional call quality was terrific and crystal clear on all of them.

 

- Then plugged a laptop directly into the SB6141 to perform VoIP and general speed tests.  Result: All tests came in great; especially the VoIP tests as I achieved mostly all-green summaries and very low jitter latency.  For the Internet speed tests, the progress bars in the java apps no longer got stuck and they all completed successfully.  I also did more PingPlotter tests and had practically no lost packet issues.  Round trip times were averaging 22 ms to google.com.  Terrific.

 

- Plugged the MCell back into my Netgear N750 WNDR4300 router and performed test cell calls.  Result: Outbound voice was choppy and garbled again.  Now I'm thinking there's something wrong with my router.

 

- Researched for any known VoIP issues with my model of router.  Result: I found may suggestions to disable the "SIP ALG" setting in the WAN config of the router.  I did that, performed more test cell calls and the outbound voice quality drastically improved.

 

So with all of that being tested, I strongly believe the Charter HSI service is working well for me and that the issue is somewhere within my equipment.  After disabling SIP ALG on the router, MCell call quality seems very good again so far.

 

Now, I have one more component in my LAN that I didn't mention earlier and it's a Vonage V-Adapter since I'm a subscriber.  I have the V-Adapter sitting betwen my modem and the router.  I also tested all of the above with and without the adapter in the mix.  What I found was this... When the adapter is in the mix before my router, speed and VoIP quality deminishes quite a bit and I tend to get the garbled outbound voice again when using the MCell.  Since that V-Adapter is out front of my network edge, all traffic passes through it and for some reason it's degrading the packets causing the latency.  It never did that ever before.  I tried connecting it behind the router, got dial tones but couldn't make or receive any calls through the Vonage service.  I didn't want to start fooling around with port-forwarding so I basically gave up on that.  So at the current time, I've removed the V-Adapter from the whole equation and am not using it until I can get that issue resolved.... Maybe it's now faulty?  Maybe after Charter upgraded to 8-channel bonding a couple of months ago when my issues first started, the V-adapter can't handle the new traffic passing through it?  The modem handles the bonding so I can't see how that would affect the V-adapter's ability to pass the traffic.

 

Sorry for being long-winded but let me know your thoughts about how I disabled SIP ALG to help make the MCell work again and if you have any suggestions regarding the Vonage issue.  I understand that I'm creating scope creep here by introducing a Vonage issue but since it's also a VoIP service running on Charter's HSI, there may be a common denominator at play since that's not working well either.

 

Many thanks again. 

Re: 3g Microcell and Charter Cable

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