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Posted May 13, 2014
10:06:02 PM
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HELP - 3G light is flashing, microcell was previously working fine
Edited by Frogis on May 13, 2014 at 10:07:12 PM

Hello,

 

   I figured it was worth posting here so I have yet to have success with anything else. 

 

Background

 

I live in an area almost exactly inbetween three AT&T cell phone towers, so subsequently my phone is constantly switching singnals from one tower to the other giving me very inconsistent service.  After diagnosing the problem with AT&T about six months ago they sent me a micro cell free of charge, and it worked absolutely fantastic until....

 

The Problem

 

About a week ago my microcell's 3g light started flashing, this had happened once or twice before so I performed a simple reset but it did not fix the problem like before.

 

  •   I tried resetting my modem, router, and microcell
  •   hard resetting my microcell for 30 seconds
  •   de-activing and re-activating my microcell twice
  •   checking my power cord to make sure it was the right voltage
  •   getting a replacement microcell sent to my house
  •   setting up my microcell in the alternate arrangement (modem-->microcell-->router)
  •   updating the firmware on my router

and none of these fixed the problems.

 

My current internet is about 30mbps DL and 10mbps upload so that isn't the problem

The ports on my router are all opened, and nothing has changed to effect that

 

After going extensively through the forums I am kind of at a loss of what to try next.  Any suggestions from people on the forums?

 

I am currently located in the East Bay of California (Alameda, CA)

 

Thanks very much.

 

-Frogis

 

 

Hello,

 

   I figured it was worth posting here so I have yet to have success with anything else. 

 

Background

 

I live in an area almost exactly inbetween three AT&T cell phone towers, so subsequently my phone is constantly switching singnals from one tower to the other giving me very inconsistent service.  After diagnosing the problem with AT&T about six months ago they sent me a micro cell free of charge, and it worked absolutely fantastic until....

 

The Problem

 

About a week ago my microcell's 3g light started flashing, this had happened once or twice before so I performed a simple reset but it did not fix the problem like before.

 

  •   I tried resetting my modem, router, and microcell
  •   hard resetting my microcell for 30 seconds
  •   de-activing and re-activating my microcell twice
  •   checking my power cord to make sure it was the right voltage
  •   getting a replacement microcell sent to my house
  •   setting up my microcell in the alternate arrangement (modem-->microcell-->router)
  •   updating the firmware on my router

and none of these fixed the problems.

 

My current internet is about 30mbps DL and 10mbps upload so that isn't the problem

The ports on my router are all opened, and nothing has changed to effect that

 

After going extensively through the forums I am kind of at a loss of what to try next.  Any suggestions from people on the forums?

 

I am currently located in the East Bay of California (Alameda, CA)

 

Thanks very much.

 

-Frogis

 

 

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Apr 26, 2016 2:26:44 PM
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Community Support

Hello Community!

 

One of the most common topics we see on the forums is regarding the Microcell.  Specifically, how to identify and understand the differences between the LED light indicators on the device as well as troubleshooting steps to resolve any issues.

 

The information contained below is a combination of the great community content, as well as information provided by our Advanced Technical Support team that supports the Microcell every day.

 

MicroCell LED Guide

 

Power LED

  • Off– No power to MicroCell.
  • Solid Green– Microcell has power.
  • Solid Red– MicroCell is either still powering up or is in an error state. Please unplug the MicroCell from power and plug it back in. If the LED remains red, please try an alternate power outlet or alternate power cable. You can also test the ac adapter with a voltmeter. It should read 16VDC ± 0.5. If not, replace the adapter with one of the exact same power rating.

 

Ethernet LED

  • Off– No Ethernet cable connected. Please make sure both sides of the Ethernet cable are firmly attached. One side should be plugged into the Ethernet port on the MicroCell and one side should be plugged into an Ethernet port on the modem or router. Ethernet cables should click when inserted into an Ethernet port. If the LED does not light when both sides are firmly attached, please try an alternate Ethernet cable. The MicroCell has been tested and works with Ethernet cables up to 15 feet long.
  • Solid Green– The Ethernet cable is connected and the MicroCell has been assigned a valid IP address.
  • Flashing Green– The Ethernet cable is connected but the MicroCell has not been assigned a valid IP address. Please power cycle the modem, then router, then MicroCell in that order. If the Ethernet LED continues to flash, please ensure DHCP is enabled on the modem or router. The MicroCell requires DHCP to work.

 

GPS LED

  • Off– No location check is being performed at this time. The MicroCell is either unplugged or is going through activation.
  • Flashing Green– The MicroCell is performing a location check. It is scanning both for GPS satellites and for local cell sites.
  • Solid Green– The MicroCell has completed the location check.

 

Computer LED (only on white model MicroCells)

  • Off– Nothing is plugged into the computer port.
  • Flashing Green– Traffic is passing through the MicroCell.
  • Solid Green– No traffic is passing through the MicroCell.
  • If continued issues occur, it is recommended to not use the Computer Port because of potential issues with the connected computer’s internet settings.

 

Network or 3G LED

  • Off– The MicroCell is not activated. It is either powered off or going through activation.
  • Flashing Green– The MicroCell is not activated. It is going through activation or is experiencing a connectivity issue. Please wait 90 minutes after registration. If the 3G LED continues to flash after 90 minutes, please review the Firewall & Router settingsand make sure the modem or router are appropriately configured for use with a MicroCell.
  • Flashing Red– The MicroCell has failed the location check. Please ensure the MicroCell is registered to the correct address. Please power cycle the MicroCell to trigger a new location check. It may also help to relocate the MicroCell to a location with a clear view of the sky. If the MicroCell fails the second location check, please contact AT&T Customer Care.
  • Solid Green– The MicroCell is fully activated and is broadcasting signal.

 

We also have comprehensive Video content to help you navigate any issues you might be having:

 

Note: A failing AC adapter can affect any of the LED lights so it’s always a good idea to check the adapter with a voltmeter, especially if the MicroCell is a few years old or you have experienced numerous or unexpected power outages.

 

You can also find a full list of Microcell support by visiting our Microcell support site

 

Thanks again for all your fantastic questions and support, and please comment below if there is anything we’ve missed!

 

Katie, Community Specialist

 

*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.
Accepted Solution

HELP - 3G light is flashing, microcell was previously working fine

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May 16, 2014 7:52:46 PM
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ACE - Master

You need to send your issues to CustomerCare ( see link in my sig). The more CustomerCare gets these kinds of complaints (written if you will) the sooner they will get the engineers on it. Give them your issues, what you have done to correct it, your account information, the best way they can contact you, and your location.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

You need to send your issues to CustomerCare ( see link in my sig). The more CustomerCare gets these kinds of complaints (written if you will) the sooner they will get the engineers on it. Give them your issues, what you have done to correct it, your account information, the best way they can contact you, and your location.

___________________________________________________________

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: HELP - 3G light is flashing, microcell was previously working fine

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May 18, 2014 9:37:29 AM
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Tutor

I'm having the same issues, started yesterday.  Century Link verified my modem was working, I reset my entire network, tested my line, did all the resets, re-activations, etc... no luck.

 

I'm on the east coast, North Carolina.  So it's not just a west coast issue.  Unfortunately I have no land line and I'm an EMT.  So now I have to stay elsewhere until this  is corrected.  I've been a customer for four years now, but I'll be looking elsewhere when my contract is up.

 

I've always had good customer service, so hopefully this will get fixed soon.

I'm having the same issues, started yesterday.  Century Link verified my modem was working, I reset my entire network, tested my line, did all the resets, re-activations, etc... no luck.

 

I'm on the east coast, North Carolina.  So it's not just a west coast issue.  Unfortunately I have no land line and I'm an EMT.  So now I have to stay elsewhere until this  is corrected.  I've been a customer for four years now, but I'll be looking elsewhere when my contract is up.

 

I've always had good customer service, so hopefully this will get fixed soon.

Re: HELP - 3G light is flashing, microcell was previously working fine

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May 18, 2014 9:51:04 AM
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I spoke with urgent care last Friday 5/16/14, and they told me the new M-cell issue is a national problem they are attempting to fix. No info on when we all get our cell phone reception back, but at least they know there is a problem and are trying to fix it.

I will update when I hear more.
I spoke with urgent care last Friday 5/16/14, and they told me the new M-cell issue is a national problem they are attempting to fix. No info on when we all get our cell phone reception back, but at least they know there is a problem and are trying to fix it.

I will update when I hear more.

Re: HELP - 3G light is flashing, microcell was previously working fine

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May 18, 2014 9:57:30 AM
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Tutor

Thanks, Frogis!  I'll be watching for your updates.

 

I signed up for service in Kentucky and the coverage was great.  Moved back to North Carolina and I get zero coverage at my home. 

 

I've had a few outages in the past, they only lasted a few hours.  This has been two days for me and I can't have that.  I've either got to pay for a land line or find a carrier that can provide me adequate coverage.

 

It's a shame, customer service has always been top notch.  I would miss that.

Thanks, Frogis!  I'll be watching for your updates.

 

I signed up for service in Kentucky and the coverage was great.  Moved back to North Carolina and I get zero coverage at my home. 

 

I've had a few outages in the past, they only lasted a few hours.  This has been two days for me and I can't have that.  I've either got to pay for a land line or find a carrier that can provide me adequate coverage.

 

It's a shame, customer service has always been top notch.  I would miss that.

Re: HELP - 3G light is flashing, microcell was previously working fine

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May 18, 2014 10:28:57 AM
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ACE - Master
Edited by OttoPylot on May 18, 2014 at 10:31:57 AM

This is a regional issue, as is most of the issues that affect the MicroCell. Or more specificially, a MicroCell Service Area issue. For some reason, most of these types of issues are mid-West/Eastern seaboard related. And as to why that is, I haven't been able to find out. I have not had any issues at all here in the San Francisco Bay Area (there may have been one reported but the OP hasn't posted back).

 

I will be talking to the Admins tomorrow to get a status update. However, AT&T is very reluctant to reveal what the actual problem is or what they did to correct it, regardless of what one is told by Support (Urgent Care). Don't be surprised if your MicroCell just starts working again without any explanation. AT&T is doing some backend work that may or may not be affecting the MicroCell's connectivity is certain regions. That's why it is important when you pm CustomerCare that you give them your location.

 

I have been keeping in touch with the Admins on a daily basis so they are aware of the issues, but again, reporting them to CustomerCare via a pm is the best way. The priority status of the problem is directly related to the number of complaints they get so starting a "paper trail" is the most efficient way.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

This is a regional issue, as is most of the issues that affect the MicroCell. Or more specificially, a MicroCell Service Area issue. For some reason, most of these types of issues are mid-West/Eastern seaboard related. And as to why that is, I haven't been able to find out. I have not had any issues at all here in the San Francisco Bay Area (there may have been one reported but the OP hasn't posted back).

 

I will be talking to the Admins tomorrow to get a status update. However, AT&T is very reluctant to reveal what the actual problem is or what they did to correct it, regardless of what one is told by Support (Urgent Care). Don't be surprised if your MicroCell just starts working again without any explanation. AT&T is doing some backend work that may or may not be affecting the MicroCell's connectivity is certain regions. That's why it is important when you pm CustomerCare that you give them your location.

 

I have been keeping in touch with the Admins on a daily basis so they are aware of the issues, but again, reporting them to CustomerCare via a pm is the best way. The priority status of the problem is directly related to the number of complaints they get so starting a "paper trail" is the most efficient way.

___________________________________________________________

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: HELP - 3G light is flashing, microcell was previously working fine

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May 18, 2014 11:18:01 AM
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Thanks, Otto!
I did send a pm with all my information and all actions I had taken regarding the microcell.

Guess this teaches me not to try to save money and take a land line also.
Thanks, Otto!
I did send a pm with all my information and all actions I had taken regarding the microcell.

Guess this teaches me not to try to save money and take a land line also.

Re: HELP - 3G light is flashing, microcell was previously working fine

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May 18, 2014 12:47:08 PM
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ACE - Master

FWIW, I never gave up my old AT&T landline. At the time I needed it for DSL ( I don't have cable) and the only reason we got a MicroCell years ago was for our kids, who, as you probably know live on their cell phones and needed the coverage in the house. Our ISP has since taken over the landline so the minimal cost of the landline is now rolled into our internet bill. Our landline has never failed us even with power outages because the CO keeps their equipment on emergency generators because line voltage is so small that the phone stays active even in a total power failure. So, we really have the best of both. Continuous phone coverage regardless with the landline and excellent celluar phone in the home with the MicroCell.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

FWIW, I never gave up my old AT&T landline. At the time I needed it for DSL ( I don't have cable) and the only reason we got a MicroCell years ago was for our kids, who, as you probably know live on their cell phones and needed the coverage in the house. Our ISP has since taken over the landline so the minimal cost of the landline is now rolled into our internet bill. Our landline has never failed us even with power outages because the CO keeps their equipment on emergency generators because line voltage is so small that the phone stays active even in a total power failure. So, we really have the best of both. Continuous phone coverage regardless with the landline and excellent celluar phone in the home with the MicroCell.

___________________________________________________________

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: HELP - 3G light is flashing, microcell was previously working fine

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May 19, 2014 1:51:12 PM
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Anyone had any good luck yet? 

 

I did get a response from a Customer Care Manager.  She was kind enough to send me instructions on resetting the Microcell, etc....

 

Obviously she either sent the standard reply or she didn't fully read my email.  I had explained in my email that I had carried out all the steps and more.

 

Day 3 for me... I'm definitely provider shopping now.  I'm not paying $35 a month for a land line.

 

I want to be ready, in case this ever happens again.

Anyone had any good luck yet? 

 

I did get a response from a Customer Care Manager.  She was kind enough to send me instructions on resetting the Microcell, etc....

 

Obviously she either sent the standard reply or she didn't fully read my email.  I had explained in my email that I had carried out all the steps and more.

 

Day 3 for me... I'm definitely provider shopping now.  I'm not paying $35 a month for a land line.

 

I want to be ready, in case this ever happens again.

Re: HELP - 3G light is flashing, microcell was previously working fine

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May 19, 2014 2:58:38 PM
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ACE - Master

All I can tell you is that AT&T is working on it. Doesn't help I know but that's the best I can do for now.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

All I can tell you is that AT&T is working on it. Doesn't help I know but that's the best I can do for now.

___________________________________________________________

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: HELP - 3G light is flashing, microcell was previously working fine

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May 19, 2014 3:05:41 PM
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Thanks, Otto.  I was just hoping someone had some good news about their service.

 

I found a provider that will give me unlimited usage for calls and slow data for $40 a month, no contract.  I don't really care about the data, so I'm considering this for the future.  I know the coverage is good at my house, they let me bring home a phone and test it.

 

I'm crossing my fingers for all of us!

Thanks, Otto.  I was just hoping someone had some good news about their service.

 

I found a provider that will give me unlimited usage for calls and slow data for $40 a month, no contract.  I don't really care about the data, so I'm considering this for the future.  I know the coverage is good at my house, they let me bring home a phone and test it.

 

I'm crossing my fingers for all of us!

Re: HELP - 3G light is flashing, microcell was previously working fine

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May 19, 2014 4:51:48 PM
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ACE - Master

There's testing going on now as we speak but it is a slow process to find, isolate, and fix the bug so it will probably be some time. What is odd is that I've never had or seen these issues out here on the West Coast so it's got to be regional and not a national problem. Still, that doesn't help those affected.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

There's testing going on now as we speak but it is a slow process to find, isolate, and fix the bug so it will probably be some time. What is odd is that I've never had or seen these issues out here on the West Coast so it's got to be regional and not a national problem. Still, that doesn't help those affected.

___________________________________________________________

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: HELP - 3G light is flashing, microcell was previously working fine

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May 20, 2014 10:39:42 AM
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I am in Massachusetts... North of Boston.

 

Mine has been down for 2 weeks... the first week was spent with phone support giving poor support, not knowing about the problem and bungling the solutions...

 

The last week has been typical scripted answers... with little actual useful advise...

 

On Saturday afternoon the microcell just started working, and it worked through Sunday. Yesterday I swapped out the microcell unit (the one that was plugged in was a warantee replacement, but came damaged, so I wanted to send that unit back, and keep my original unit that was purchased new less than a year ago, since the microcell itself seems to not be the issue)... when I swapped the unit, I couldn't get a connection again and the 3G light is still blinking...

 

Again, support has no idea what made the unit function for a day or two, and won't look into it any further... now they say that 5/22 is the next updated date, but it will likely be longer since 3rd party contractors are now involved...

 

Question... how can a company as large as ATT have such difficulty in fixing something that has clearly happened before...

 

I was with Verizon for ~9year... 6 of those with their "Coverage Extender"... I never once had an outage like this... the only time it failed to work was in a time of a power outage when it couldn't work because internet service was down...

 

Anyone have a "real" update and a sense for whether this will be a repeat issue going forward?

I am in Massachusetts... North of Boston.

 

Mine has been down for 2 weeks... the first week was spent with phone support giving poor support, not knowing about the problem and bungling the solutions...

 

The last week has been typical scripted answers... with little actual useful advise...

 

On Saturday afternoon the microcell just started working, and it worked through Sunday. Yesterday I swapped out the microcell unit (the one that was plugged in was a warantee replacement, but came damaged, so I wanted to send that unit back, and keep my original unit that was purchased new less than a year ago, since the microcell itself seems to not be the issue)... when I swapped the unit, I couldn't get a connection again and the 3G light is still blinking...

 

Again, support has no idea what made the unit function for a day or two, and won't look into it any further... now they say that 5/22 is the next updated date, but it will likely be longer since 3rd party contractors are now involved...

 

Question... how can a company as large as ATT have such difficulty in fixing something that has clearly happened before...

 

I was with Verizon for ~9year... 6 of those with their "Coverage Extender"... I never once had an outage like this... the only time it failed to work was in a time of a power outage when it couldn't work because internet service was down...

 

Anyone have a "real" update and a sense for whether this will be a repeat issue going forward?

Re: HELP - 3G light is flashing, microcell was previously working fine

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May 20, 2014 11:03:40 AM
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ACE - Master

Nobody knows for sure when the MicroCell's receive updates or what they are for. Not even Support. The connection issues (blinking green 3G) are regional problems and AT&T is working with the engineers and IT to isolate and fix the problem. It's much more complicated than you think, and time consuming. AT&T will not publically announce when a fix is expected or what the actual problem was (is). Part of the reason is that this is a regional issue so different areas (depending on the severity) will see the fix/update sooner than others. I would document your issue by sending a pm to CustomerCare detailing your issue, what you have done to correct it, your account information, the best way for them to contact you, and, most importantly, you location. I will make sure the Admins see your post.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

Nobody knows for sure when the MicroCell's receive updates or what they are for. Not even Support. The connection issues (blinking green 3G) are regional problems and AT&T is working with the engineers and IT to isolate and fix the problem. It's much more complicated than you think, and time consuming. AT&T will not publically announce when a fix is expected or what the actual problem was (is). Part of the reason is that this is a regional issue so different areas (depending on the severity) will see the fix/update sooner than others. I would document your issue by sending a pm to CustomerCare detailing your issue, what you have done to correct it, your account information, the best way for them to contact you, and, most importantly, you location. I will make sure the Admins see your post.

___________________________________________________________

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: HELP - 3G light is flashing, microcell was previously working fine

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May 20, 2014 11:13:03 AM
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Teacher
Thanks Otto Pylot

PM has been logged...

I wanted to get it out here too... was hoping that someone may have some insight on why service came back for a couple days and then dropped again, and whether something could be easily done to get it back again...

Seems to be more knowledge here than available by calling Tech Support...
Thanks Otto Pylot

PM has been logged...

I wanted to get it out here too... was hoping that someone may have some insight on why service came back for a couple days and then dropped again, and whether something could be easily done to get it back again...

Seems to be more knowledge here than available by calling Tech Support...

Re: HELP - 3G light is flashing, microcell was previously working fine

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May 20, 2014 11:39:05 AM
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ACE - Master

If your service came back and then stopped, it could be something that AT&T was doing to fix it but the fix didn't hold. It might not be a bad idea to make sure your ISP hasn't done any upgrades or maintenance on their system. The blinking green 3G light can have lots of causes and, to be honest, a lot of times it has to do with the ISP and how they are handling the traffic to the AT&T servers.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

If your service came back and then stopped, it could be something that AT&T was doing to fix it but the fix didn't hold. It might not be a bad idea to make sure your ISP hasn't done any upgrades or maintenance on their system. The blinking green 3G light can have lots of causes and, to be honest, a lot of times it has to do with the ISP and how they are handling the traffic to the AT&T servers.

___________________________________________________________

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: HELP - 3G light is flashing, microcell was previously working fine

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May 20, 2014 12:45:25 PM
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Voyager

As of right now, we appear to be up and running again in Russellville, AR!  Hoping it stays that way!

As of right now, we appear to be up and running again in Russellville, AR!  Hoping it stays that way!

Re: HELP - 3G light is flashing, microcell was previously working fine

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May 20, 2014 12:51:02 PM
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ACE - Master

AT&T is trying some things in different regions so let's hope this works. Let us know.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

AT&T is trying some things in different regions so let's hope this works. Let us 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: HELP - 3G light is flashing, microcell was previously working fine

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May 20, 2014 1:36:02 PM
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Mine just started working again as well.  It was down for 2 weeks!  We have a landline, but don't use that number for much of anything and because of this, I missed some very important messages.  I had service when I drove in to town, but my phone behaved weirdly; contacts came up as new numbers and voicemails didn't come through.

 

I am incredibly disappointed in AT&T right now and their ability to detect, diagnose and fix problems.  

Mine just started working again as well.  It was down for 2 weeks!  We have a landline, but don't use that number for much of anything and because of this, I missed some very important messages.  I had service when I drove in to town, but my phone behaved weirdly; contacts came up as new numbers and voicemails didn't come through.

 

I am incredibly disappointed in AT&T right now and their ability to detect, diagnose and fix problems.  

Re: HELP - 3G light is flashing, microcell was previously working fine

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May 20, 2014 1:49:32 PM
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ACE - Master

To play the Devil's Advocate here, a lot of these problems are regional or Service Area related. They are not system-wide. So when problems occur support will do what they can, which admittedly is little more than reading off of the script, to help correct the issue. Until the number of complaints about the same problem hit a certain level (which is not uncommon for a lot of companies), the issues are considered local and individual so the network engineers and/or IT folks are not involved. Reporting here, as well as calling support, is critical as soon as you feel  the problem is real because we can then begin to monitor it and see if there is a common theme and time frame. It's not uncommon for me to message the Admins with two or three links to posts a day. That bypasses the usual channels and gets supports attention quicker. What you can do is send a pm to CustomerCare (link in my sig) with your issues, what you have done to correct it, your account info, the best way for them to contact you, and most importantly, your location. They will contact you. You also may get contacted because of the link that I send them. However, don't expect an immedate response or fix. That does take time, especially if the problem turns out to be something your ISP has done (which is not uncommon) because that means they will have to play nice with AT&T and that can be difficult at times. With all of the mergers and acquisitions going on now, it's hard to say what the various carriers, including AT&T, are doing behind the scenes in preparation and how that is affecting VoIP.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

To play the Devil's Advocate here, a lot of these problems are regional or Service Area related. They are not system-wide. So when problems occur support will do what they can, which admittedly is little more than reading off of the script, to help correct the issue. Until the number of complaints about the same problem hit a certain level (which is not uncommon for a lot of companies), the issues are considered local and individual so the network engineers and/or IT folks are not involved. Reporting here, as well as calling support, is critical as soon as you feel  the problem is real because we can then begin to monitor it and see if there is a common theme and time frame. It's not uncommon for me to message the Admins with two or three links to posts a day. That bypasses the usual channels and gets supports attention quicker. What you can do is send a pm to CustomerCare (link in my sig) with your issues, what you have done to correct it, your account info, the best way for them to contact you, and most importantly, your location. They will contact you. You also may get contacted because of the link that I send them. However, don't expect an immedate response or fix. That does take time, especially if the problem turns out to be something your ISP has done (which is not uncommon) because that means they will have to play nice with AT&T and that can be difficult at times. With all of the mergers and acquisitions going on now, it's hard to say what the various carriers, including AT&T, are doing behind the scenes in preparation and how that is affecting VoIP.

___________________________________________________________

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: HELP - 3G light is flashing, microcell was previously working fine

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May 20, 2014 3:07:49 PM
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Otto, I understand what you're saying.  However, when I talked to customer support on Wednesday, May 14th, customer support told me then the issue was on their end, they knew it and were working on it.  She said she was issuing a ticket on my behalf.   I was told to just leave my micro cell on and that it would probably be working by the next day.  When it wasn't, I called again and was shocked to discover that this support person had no clue what was going on, couldn't answer any questions and didn't see any reference to a ticket.  On Friday, May 16th, a customer support representative said the ticket didn't get issed until that day.  

 

I understand stuff happens and I understand that the first call will probably not trigger the proper response in a case like this.  What I don't understand is what happened between  May 14th and 16th, or over the weekend.  

Otto, I understand what you're saying.  However, when I talked to customer support on Wednesday, May 14th, customer support told me then the issue was on their end, they knew it and were working on it.  She said she was issuing a ticket on my behalf.   I was told to just leave my micro cell on and that it would probably be working by the next day.  When it wasn't, I called again and was shocked to discover that this support person had no clue what was going on, couldn't answer any questions and didn't see any reference to a ticket.  On Friday, May 16th, a customer support representative said the ticket didn't get issed until that day.  

 

I understand stuff happens and I understand that the first call will probably not trigger the proper response in a case like this.  What I don't understand is what happened between  May 14th and 16th, or over the weekend.  

Re: HELP - 3G light is flashing, microcell was previously working fine

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May 20, 2014 3:24:45 PM
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ACE - Master

Obviously somebody dropped the ball. AT&T support is sometimes just a notch above Comcast, which isn't saying much. Nothing happens over the weekend as far as moving complaints to another level. If you can pm the ticket number I'll pass that along to the Admins. Hopefully they can trace it back to the original person who took your call and either counsel that person or find someone who can do what they are supposed to do. It has happened before.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

Obviously somebody dropped the ball. AT&T support is sometimes just a notch above Comcast, which isn't saying much. Nothing happens over the weekend as far as moving complaints to another level. If you can pm the ticket number I'll pass that along to the Admins. Hopefully they can trace it back to the original person who took your call and either counsel that person or find someone who can do what they are supposed to do. It has happened before.

___________________________________________________________

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: HELP - 3G light is flashing, microcell was previously working fine

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May 21, 2014 8:00:54 AM
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I'm glad to read that some of you have been restored.  Gives hope to the rest of us.

 

I've been contacted by AT&T by phone... the one that receives no signal, because the microcell isn't working.

Smiley Surprised

 

I guess they forgot that I have no signal and the only way to contact me is email.  I'm off for four days now, so at least I don't have to worry about missing important calls. 

 

Beauty of all of this:  I got a text link to complete an AT&T satisfaction survey.  I don't think they want me filling it out right now. Smiley Wink

 

 

I'm glad to read that some of you have been restored.  Gives hope to the rest of us.

 

I've been contacted by AT&T by phone... the one that receives no signal, because the microcell isn't working.

Smiley Surprised

 

I guess they forgot that I have no signal and the only way to contact me is email.  I'm off for four days now, so at least I don't have to worry about missing important calls. 

 

Beauty of all of this:  I got a text link to complete an AT&T satisfaction survey.  I don't think they want me filling it out right now. Smiley Wink

 

 

Re: HELP - 3G light is flashing, microcell was previously working fine

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May 21, 2014 8:31:28 AM
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ACE - Master

When you pm CustomerCare with your issue, it's a good idea to tell them the best way to contact you. Obviously if your phone isn't working well at home an email would be the best bet. I usually mention that when I tell people to contact CustomerCare so if I didn't in your case, my apologies.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

When you pm CustomerCare with your issue, it's a good idea to tell them the best way to contact you. Obviously if your phone isn't working well at home an email would be the best bet. I usually mention that when I tell people to contact CustomerCare so if I didn't in your case, my apologies.

___________________________________________________________

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: HELP - 3G light is flashing, microcell was previously working fine

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May 21, 2014 10:03:20 AM
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You have nothing to apologize for, Otto.  I gave them all my contact info, microcell serial number, home address, anything I could think of, except my blood type.  I explained that I could not use my phone and to contact me by email.  Which the first person did. 

 

Now they have texted and called.  So it's probably a matter of my email wasn't passed to all involved.

 

I truly appreciate all of your help and input, Otto.

You have nothing to apologize for, Otto.  I gave them all my contact info, microcell serial number, home address, anything I could think of, except my blood type.  I explained that I could not use my phone and to contact me by email.  Which the first person did. 

 

Now they have texted and called.  So it's probably a matter of my email wasn't passed to all involved.

 

I truly appreciate all of your help and input, Otto.

Re: HELP - 3G light is flashing, microcell was previously working fine

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May 21, 2014 10:35:55 AM
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ACE - Master

In an ideal world and functional support, the ticket number should be able to be queried by anyone in support to see what the problem was, notes by support, and customer contact info. Service is slowly coming back up but it will take time as it rolls out to various regions. I just talked to the Admins and they too are being told nothing as to what the problem was or the fix. All carriers, including AT&T, are very tight lipped about how their backbone is configured and works. And any issues that arise are basically on a "need to know" only basis and most of support, and of course the customer base, doesn't "need to know" what happened and how it was fixed. This is all hidden behind security reasons. The old Cingular/AT&T network is huge with all kinds of things going on in the background in preparation of what's coming in the future, so things are going to break and depending on how critical they are, the priority to fix is on a sliding scale.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

In an ideal world and functional support, the ticket number should be able to be queried by anyone in support to see what the problem was, notes by support, and customer contact info. Service is slowly coming back up but it will take time as it rolls out to various regions. I just talked to the Admins and they too are being told nothing as to what the problem was or the fix. All carriers, including AT&T, are very tight lipped about how their backbone is configured and works. And any issues that arise are basically on a "need to know" only basis and most of support, and of course the customer base, doesn't "need to know" what happened and how it was fixed. This is all hidden behind security reasons. The old Cingular/AT&T network is huge with all kinds of things going on in the background in preparation of what's coming in the future, so things are going to break and depending on how critical they are, the priority to fix is on a sliding scale.

___________________________________________________________

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: HELP - 3G light is flashing, microcell was previously working fine

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May 22, 2014 2:30:33 PM
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Another phone call...  I did go elsewhere, so I could speak to the Urgent Care specialist.

 

I'm really embarrassed to ask this, if my microcell (hardware) has failed, wouldn't my 3G light be flashing red? I don't feel this is a hardware issue and I'm not buying another microcell.   I know the ethernet cable is good, it works fine on other devices.

Another phone call...  I did go elsewhere, so I could speak to the Urgent Care specialist.

 

I'm really embarrassed to ask this, if my microcell (hardware) has failed, wouldn't my 3G light be flashing red? I don't feel this is a hardware issue and I'm not buying another microcell.   I know the ethernet cable is good, it works fine on other devices.

Re: HELP - 3G light is flashing, microcell was previously working fine

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May 22, 2014 3:13:21 PM
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ACE - Master

Yes and no. How's that for a straightforward answer? Smiley Wink Typically speaking, a flashing red 3G could indicate a hardware failure, or it could indicate an update that didn't reset properly and the unit "thinks" it's broken. If it is a reset that didn't complete, usually a hard reset will take care of it.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

Yes and no. How's that for a straightforward answer? Smiley Wink Typically speaking, a flashing red 3G could indicate a hardware failure, or it could indicate an update that didn't reset properly and the unit "thinks" it's broken. If it is a reset that didn't complete, usually a hard reset will take care of 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: HELP - 3G light is flashing, microcell was previously working fine

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May 24, 2014 9:41:19 AM
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My latest reply from AT&T has been that my Microcell is at fault.  I've got green lights for everything.  The 3G is still flashing.

 

I've hard reset three times now, de-activated and tried to re-active my account.  My account will not activate.  It's been hung on that for days now.  When I check my account online, it still shows that nothing has started. Which is not true. 

 

I assume there is still a problem that my Microcell is not communicating with the server.  Like so many of us.

The customer service message said they could not activate my account either so they feel it's my Microcell.

Grrrr...

My latest reply from AT&T has been that my Microcell is at fault.  I've got green lights for everything.  The 3G is still flashing.

 

I've hard reset three times now, de-activated and tried to re-active my account.  My account will not activate.  It's been hung on that for days now.  When I check my account online, it still shows that nothing has started. Which is not true. 

 

I assume there is still a problem that my Microcell is not communicating with the server.  Like so many of us.

The customer service message said they could not activate my account either so they feel it's my Microcell.

Grrrr...

Re: HELP - 3G light is flashing, microcell was previously working fine

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May 24, 2014 10:17:08 AM
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ACE - Master

The activation issue has been an ongoing problem for the last couple of months. Connections fail (blinking green 3G) and when a customer attempts to deactivate/reactivate, the system chokes. IT has been able to correct some but it is a slow process as it covers multiple service areas and seems to be localized within a service area. That's why the pm to CustomerCare (which I know most of you have already done) is so important. It creates a "paper trail" and definitely registers the complaint so that support can start monitoring the number of similar complaints coming in and from where. Unfortunately, AT&T is going thru some upgrading of their own in prepartion for what's coming and some services are getting adversly affected. However, MicroCell users are a small percentage of the mobility group, unlike other areas such a U-verse, so resources are allocated to other groups first. Sucks for sure but that's the reality. I'll stay on top of this but it is a holiday weekend........

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

The activation issue has been an ongoing problem for the last couple of months. Connections fail (blinking green 3G) and when a customer attempts to deactivate/reactivate, the system chokes. IT has been able to correct some but it is a slow process as it covers multiple service areas and seems to be localized within a service area. That's why the pm to CustomerCare (which I know most of you have already done) is so important. It creates a "paper trail" and definitely registers the complaint so that support can start monitoring the number of similar complaints coming in and from where. Unfortunately, AT&T is going thru some upgrading of their own in prepartion for what's coming and some services are getting adversly affected. However, MicroCell users are a small percentage of the mobility group, unlike other areas such a U-verse, so resources are allocated to other groups first. Sucks for sure but that's the reality. I'll stay on top of this but it is a holiday weekend........

___________________________________________________________

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: HELP - 3G light is flashing, microcell was previously working fine

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Jun 2, 2014 2:36:29 PM
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Okay, I'll add my name to the list of Microcell users who is having many, many problems having the thing staying connected. I had to power reset at least once a day for several days and it never seems to want to stay working. Nothing, I repeat nothing has changed in my home computer or internet system at all. It took me a power cycle, then a reset button, then several more power cycles to get it to work today. Someone somewhere is either causing the problem or the thing is near broken and I wish I knew what to do. I will PM AT&T right now.

Okay, I'll add my name to the list of Microcell users who is having many, many problems having the thing staying connected. I had to power reset at least once a day for several days and it never seems to want to stay working. Nothing, I repeat nothing has changed in my home computer or internet system at all. It took me a power cycle, then a reset button, then several more power cycles to get it to work today. Someone somewhere is either causing the problem or the thing is near broken and I wish I knew what to do. I will PM AT&T right now.

Re: HELP - 3G light is flashing, microcell was previously working fine

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