3g Microcell and Charter Cable

Contributor

3g Microcell and Charter Cable

Hi

 

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

 

deavtivate and reactivated too many times to count

factory reset my modem, router, microcell

replaced microcell with new one

opened all ports listed in various posts and att support site

turned cellular data and 3g data off on iphone

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

 

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

 

Please help.

Message 1 of 180 (8,845 Views)

Re: 3g Microcell and Charter Cable

76107 issue is not resolved

Can you kindly supply an eta

I truly am grateful for the prompt feedback and responses.
Message 76 of 180 (1,527 Views)
ACE - Master

Re: 3g Microcell and Charter Cable

These fixes are not easy to configure so try to be patient. I completely understand your frustration but Charter will get this fixed as fast as they can.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 77 of 180 (1,521 Views)

Re: 3g Microcell and Charter Cable

I am in the Benbrook area where the patch was pushed to. Unfortunately I am still having trouble but charter has been very attentive in understanding that the patch didn't work and are continuing to look into it. I have talked to several neighbors who also are still down. Just curious if anyone has had any luck with their device getting up and working?? I tried a hard reset of the microcell and also logged into the website and removed it from the system and tried a fresh install but it fails on the last step and has the 3G light flashing. If anyone in NC that got theirs up and going with the recent charter patch did u have to do anything special to ur modem or microcell to get it to work after charter pushed the update out?? Thanks.
Message 78 of 180 (1,513 Views)
ACE - Master

Re: 3g Microcell and Charter Cable

There isn't anything special that needs to be done to the MicroCell. A hard reset (holding in the reset button on the back for about 30 seconds) may be necessary. See the Guide (link in my sig) for details but basically that clears all of the registers and settings in the MicroCell (a factory reset if you will) and forces the unit into the Intitial Activation process.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 79 of 180 (1,509 Views)

Re: 3g Microcell and Charter Cable

You pretty much answered my question.
Please note that I am a patient person.

My clients on the other hand - not so much.

My clients don't just expect me to answer their calls - but to answer them on the first or second ring.

So when my phone simply goes straight to voicemail due to a lack of signal - I am loosing business.

I have been out of state for several weeks traveling from project to project - but when I left everything was perfect. Now that I'm back I maybe at best receive 1 out of 5 calls.

If I had an eta other than be just be patient then I could possibly explain this to everyone and direct them to simply dial my hard line - however 90% of them would still inadvertently dial my cell #.

Thanks everyone and best if luck!
Hope the fix comes by the morning - I've truly enjoined my charter experience - but business is business and part of my job is to be on call for emergency situations.

Regards
Message 80 of 180 (1,500 Views)
ACE - Master

Re: 3g Microcell and Charter Cable

Can you forward your cell calls to your landline when you're home until Charter gets the new hardware fixed? I do that all of the time, only in reverse. Landline to cell phone when I'm out and about. I've got a nice little app on my iPhone that takes care of it for me.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 81 of 180 (1,494 Views)

Re: 3g Microcell and Charter Cable

Good morning all. Good news. I spoke with Jay this morning who is the Senior VP of Neworking with Charter whp has been working very hard on this issue. They found a minor difference in the patch that they pushed to NC and here to Fort Worth. They fixed it this morning and he contacted me to see if my Microcell is working and my wife said that it is and her phone is connected to it. Jay might be able to shed more light on which areas this patch was pushed out to, but I am in the Benbrook area with a 76126 zip code. I didn't do any reboot on the device it just started working once they corrected the patch so there should be no need to do anything if you are in the area the patch was pushed to to get yours working again, but I am not the expert on the Microcell like Otto Pylot so he might have a different opinion on if the Microcell needs to be rebooted.

 

If yours starts working please post so that we know the patch is working for more than just me. None of my neighbors are home at the moment so that I can check with them, but I imagine the patch did the trick for the people in the area it was pushed to.

 

I would like to thank Jay and Travis Santana for their hard work on this. I spent hrs and  days on the phone with Charter before I finally got to Travis who pushed this issue up which the other supervisors were never willing to do. Because of Travis this issue made it to Jay who worked very hard and stayed in constant communication with myself and Otto Pylot. I myself was very frustrated with the time it took to get to Jay and Travis, but I am glad once the problem got to them they did what was right and worked hard on it to get a fix in place. Hopefully Jay will post an update on the future pushing of this patch out to the other affected areas.

 

If anyone in Charter reads this Jay and Travis are model employees and I personally appreciate their hard work on this.  

Message 82 of 180 (1,453 Views)
ACE - Master

Re: 3g Microcell and Charter Cable

Thanks Steve for the update. If your MicroCell stars to work ok (solid green 3G light) then I wouldn't do anything (power cycle or hard reset) and just let it go without any "changes" and keep an eye on it for stability. Some may  have to do a hard reset to force it to go thru the Initial Activation process so we'll just have to wait and see on a user by user basis.

 

I haven't received anything from Jay officially yet but when I do, I will post. Unfortunately, for you more technically adept individuals, i won't be able to post any details on what the problem was and how it was fixed other than it was a hardware upgrade that needed some tweaking to get it to "talk" to AT&T's servers.

 

But when this is officially fixed, I would recommend that all of the affected Charter users send a message of thanks to Charter's engineering and support group for sticking with this until it was resolved. I've kept the AT&T Admins in the loop with what I could tell them so they were aware of the issue but it's Jay and his group that worked so hard on the upcoming fix. I wish there was more that AT&T, and me, could've done but this was really out of our hands.

 

Stay tuned Smiley Wink

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 83 of 180 (1,438 Views)
Tutor

Re: 3g Microcell and Charter Cable

Now that we have confirmed that fixes deployed in two locations in NC and TX have resolved the problem, we will focus on scheduling the remaining equipment that requires the update. I'm working with our Operations team on those activities, which will likely take place over the course of a few days or a week.

Message 84 of 180 (1,423 Views)
ACE - Master

Re: 3g Microcell and Charter Cable

Just sent you a pm.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 85 of 180 (1,418 Views)

Re: 3g Microcell and Charter Cable

Thanks for the update
Message 86 of 180 (1,355 Views)
ACE - Master

Re: 3g Microcell and Charter Cable

Yes, it would appear that Charter is making headway so hopefully it won't be too much longer.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 87 of 180 (1,346 Views)
Tutor

Re: 3g Microcell and Charter Cable

Updates were pushed out everywhere last night. All microcells should be operating normally now.

Message 88 of 180 (1,331 Views)
ACE - Master

Re: 3g Microcell and Charter Cable

Thank you!

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 89 of 180 (1,322 Views)

Re: 3g Microcell and Charter Cable

Thanks railpass
Working again
Message 90 of 180 (1,320 Views)
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