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 (8,827 Views)
Contributor

Re: 3g Microcell and Charter Cable

Steve,

 

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

 

J

Message 16 of 180 (6,187 Views)
ACE - Professor

Re: 3g Microcell and Charter Cable

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.
Message 17 of 180 (6,176 Views)
ACE - Master

Re: 3g Microcell and Charter Cable

[ Edited ]

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.
Message 18 of 180 (6,170 Views)
ACE - Master

Re: 3g Microcell and Charter Cable


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.
Message 19 of 180 (6,167 Views)

Re: 3g Microcell and Charter Cable

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.  

 

.

Message 20 of 180 (6,147 Views)
ACE - Master

Re: 3g Microcell and Charter Cable

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.
Message 21 of 180 (6,142 Views)

Re: 3g Microcell and Charter Cable

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.

 

 

Message 22 of 180 (6,132 Views)

Re: 3g Microcell and Charter Cable

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.

 

 

Message 23 of 180 (6,130 Views)
ACE - Master

Re: 3g Microcell and Charter Cable

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.
Message 24 of 180 (6,127 Views)
Community Support

Re: 3g Microcell and Charter Cable

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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Message 25 of 180 (6,023 Views)
Community Support

Re: 3g Microcell and Charter Cable

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.

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

Message 26 of 180 (6,022 Views)
Community Support

Re: 3g Microcell and Charter Cable

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

Message 27 of 180 (6,020 Views)
ACE - Master

Re: 3g Microcell and Charter Cable

@ 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.
Message 28 of 180 (6,019 Views)

Re: 3g Microcell and Charter Cable

 
Message 29 of 180 (6,001 Views)

Re: 3g Microcell and Charter Cable

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.
Message 30 of 180 (6,000 Views)
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