- edited 05-13-2014 10:07 PM
I figured it was worth posting here so I have yet to have success with anything else.
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....
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.
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.
Solved by: Go to Solution.
05-20-2014 12:45 PM
As of right now, we appear to be up and running again in Russellville, AR! Hoping it stays that way!
05-20-2014 12:51 PM
05-20-2014 1:36 PM
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.
05-20-2014 1:49 PM
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.
05-20-2014 3:07 PM
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.
05-20-2014 3:24 PM
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.
05-21-2014 8:00 AM
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.
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.
05-21-2014 8:31 AM
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.
05-21-2014 10:03 AM
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.
05-21-2014 10:35 AM
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.
05-22-2014 2:30 PM
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.
05-22-2014 3:13 PM
Yes and no. How's that for a straightforward answer? 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.
05-24-2014 9:41 AM
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.
05-24-2014 10:17 AM
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........
06-02-2014 2:36 PM
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.