Is the MicroCell Service Down?

Is the MicroCell Service Down?

Around mid-morning on November 1, my MicroCell went offline and has not been able to connect since. Everything else on my network is behaving normally and I've had no interruption in my Internet service. So, I was wondering if someone might know if there's a problem with the service in general? Perhaps something weather-related? If not, is there a way I can verify that my device is ironies not malfunctioning?

 

Thanks!

 

Charlie

Message 1 of 153 (11,338 Views)

Re: Is the MicroCell Service Down?

I have an ADSL connection that's supposed to be up to 768kb, but rarely exceeds 500kb, and the QoS is poor, typically around 30%. However, the MicroCell has worked very well for over a year now, as long as there's not a lot of upstream traffic. When I monitor the data flow during a call, the MicroCell uses very little bandwidth. It's fine for one phone, but I doubt that more than one call could be placed at a time.

 

The GPS signal is good and we seem to be in the database, so I don't see that as a problem. I have not replaced the power supply. My ISP tells me that they've detected a sudden, significant drop in data volume going to 12.230.0.0/16 from all across the state, which may be another indicator of a firmware update gone wrong.

Message 16 of 153 (8,561 Views)

Re: Is the MicroCell Service Down?

I just received the following information:

 

There seems to be traffic [from your modem] going to AT&T, but no response to the UDP port 4500 traffic. No surprise, but it looks like the VPN is failing for some reason; like the MicroCell is happy with the VPN but the AT&T side isn't. Either that or the VPN is not properly set up. The MicroCell is sending traffic to 4500 but getting nothing in response.

 

This seems consistent with the flashing 3G light and no connection being established.

Message 17 of 153 (8,549 Views)
Contributor

Re: Is the MicroCell Service Down?

We have 2 Microcells in our office building side by side. One is flashing 3G lights and one is working fine. This also began about 1 week ago, all attempts to power cycle have not worked either. We sit below a tower, but are told that our building doesn't get service....in fact the whole block doesn't get service. Very frustrating for the employees and our customers who can't reach us.


AT&T - please fix this issue.

Message 18 of 153 (8,516 Views)
ACE - Master

Re: Is the MicroCell Service Down?


CharlieSchorner wrote:

I have an ADSL connection that's supposed to be up to 768kb, but rarely exceeds 500kb, and the QoS is poor, typically around 30%. However, the MicroCell has worked very well for over a year now, as long as there's not a lot of upstream traffic. When I monitor the data flow during a call, the MicroCell uses very little bandwidth. It's fine for one phone, but I doubt that more than one call could be placed at a time.

 

The GPS signal is good and we seem to be in the database, so I don't see that as a problem. I have not replaced the power supply. My ISP tells me that they've detected a sudden, significant drop in data volume going to 12.230.0.0/16 from all across the state, which may be another indicator of a firmware update gone wrong.


You need to have at least a  1.5 MB upload speed (sustained) and my guess is that with the upgrade by AT&T for 4G you just don't have enough upload to handle 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.
Message 19 of 153 (8,468 Views)
Highlighted

Re: Is the MicroCell Service Down?

Given the bandwidth measurements I've made during phone conversations I'd be amazed that the upstream requirement could be that heavy for voice data. I know that the 3G requirements were for four simultaneous calls. Also, the voice requirements shouldn't change because the data technology has changed. As I only have a 3G capable phone I wouldn't be utilizing the new technology anyway, and that's for in-use bandwidth. I'm not experiencing dropped calls or poor voice quality. The box won't even connect in the first place. And, if all that weren't enough, all of the other users across Washington state, even in places where they have solid 5MB service, have also mysteriously lost their connections at the same time, without warning. Are you telling me that you've pushed out an update that kills all of the boxes with no warning to make a 3G radio somehow magically 4G capable? That seems highly unlikely, but, if that's the case, the timing couldn't be better as our contracts have expired, our phones are over two years old and other carriers actually have functional cell towers that can be used at our home. I realize that you're exploring all possible angles, but your argument becomes less convincing as more people chime in with this problem. I understand that several other people who have been affected by this outage have managed to get the problem escalated to a level above mere speculation and some actual investigative work is underway. Although I appreciate your willingness to respond and inquire, I think that continuing to insist that there are problems with my network, equipment, setup and connection, and not make the vaguest attempt to inquire about possible problems on you end of the wire is no longer helpful. We've exhausted the standard troubleshooting script and have not arrived at a solution. I hope to hear that some actual investigative work is underway soon.

Message 20 of 153 (8,448 Views)
ACE - Master

Re: Is the MicroCell Service Down?

First of all, I do not work for AT&T in any capacity whatsoever. I've just had a MicroCell for a very long time and, like you, had some connectivity issues at first that were very frustrating. I worked thru them, with practically no help from AT&T support, and from help with some of the folks here. I've been trying ever since to repay the kindness and support that I received here by helping out wherever I can. That resulted in AT&T awarding me the ACE for contributions made and some solutions to common problems.

 

It is true that support will initially blame the ISP for connection issues but sometimes they are correct. I firmly believe that while the MicroCell is a great idea, and it does work for most people, it is a poorly implemented device with poor support.

 

The "4G upgrade" or whatever it was did in fact break a lot of MicroCells. Whether it actually broke something physically in the MicroCell or altered the way it communicates with some ISPs remains unknown. And I doubt if AT&T will ever truly know what it going on let alone tell us.

 

I recommend port forwarding to a static MicroCell IP address because that is the only way I could get mine to work realiably thru power outages, updates, power cycleing, etc. My connection is a sustained 20Mbps DSL line (1.0Mbps upload) with a static IP address. The router is an Apple Extreme Base Station and the only ethernet connected device is the MicroCell. All three devices, router, DSL gateway, and MicroCell are connected to an APC Battery Backup (model #BE550G). The MicroCell sits about 18" away from an unobstructed window and about 2' feet away from the router.

 

You can go to the blue envelope in the upper right hand portion of this page, click on it to get to the personal message page, click on New Messages, and send  your issues (including your setup detailed) to ATTCustomerSupport. That is something relatively new here and is supposed to go straight to support with a little more "personal" attention. I haven't used it yet so I can't tell you how effective it is. But it is another avenue to pursue.

___________________________________________________________

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 153 (8,423 Views)
ACE - Master

Re: Is the MicroCell Service Down?


Otto Pylot wrote:

CharlieSchorner wrote:

I have an ADSL connection that's supposed to be up to 768kb, but rarely exceeds 500kb, and the QoS is poor, typically around 30%. However, the MicroCell has worked very well for over a year now, as long as there's not a lot of upstream traffic. When I monitor the data flow during a call, the MicroCell uses very little bandwidth. It's fine for one phone, but I doubt that more than one call could be placed at a time.

 

The GPS signal is good and we seem to be in the database, so I don't see that as a problem. I have not replaced the power supply. My ISP tells me that they've detected a sudden, significant drop in data volume going to 12.230.0.0/16 from all across the state, which may be another indicator of a firmware update gone wrong.


You need to have at least a  1.5 MB upload speed (sustained) and my guess is that with the upgrade by AT&T for 4G you just don't have enough upload to handle it.

 


I'd like to correct that. I meant 1.5Mbps download speed. Sorry.

 

___________________________________________________________

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 22 of 153 (8,423 Views)
Teacher

Re: Is the MicroCell Service Down?

Hi, this is a tech from Charlie's ISP chiming in....

 

There is a specific block of IP addresses that the MicroCells supposedly communicate with. After digging around with some inspection tools we were able to see that traffic to that group of IPs on Nov 1- when our customer's MicroCell devices were still working- was ~23Mb on port 4500. Then suddenly something just choked off and that same port was only running ~1.5Mb on the same 4500 port by Nov 5 when our customers started reporting problems.

 

This traffic is not being blocked, as we can still see the tiny little trickle going through. It's just suddenly only a fraction of what it used to be. We're wondering if the MicroCell is attempting to establish a secure connection with the AT&T servers, but that process isn't completing like it should so the conversation never goes beyond 'hey, I'm here....'.

I just got off the phone with my escalated AT&T tech contact and right now I am still waiting for signs of life on that netblock and/or some communication from them re further trouble shooting or solutions they've arrived at. Hopefully I'll have some good news to report.

Message 23 of 153 (8,371 Views)
ACE - Master

Re: Is the MicroCell Service Down?

This is very intersting and I'm glad you figured out as much as you did. Sounds to me like whatever update AT&T did screwed the port 4500 and it's ability to communicate properly either at the MicroCell end or AT&Ts server end. This must be regional because I haven't seen that here and we are a major market. You can send a pm (blue envelope in the upper right hand corner) to ATTCustomerSupport which circumvents a level or two.

___________________________________________________________

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 153 (8,348 Views)
Teacher

Re: Is the MicroCell Service Down?

Since I've already got an escalated contact working on this, I'm going to be following up with him rather than trying to make more noise from another angle. Possibilites that were raised during my previous conversation were routing issues with that netblock, server/software issues, or a device firmware update gone wrong.

 

I tried checking in w/ them last night and they didn't have an update yet. This morning I'm still not seeing more traffic to/from that netblock.

So... we're all still waiting for them to fix their stuff. Hopefully they'll be able to diagnose it and come up with a solution before the end of the week.

Message 25 of 153 (8,285 Views)

Re: Is the MicroCell Service Down?

Thanks Megan! I'm eager to see their response! 

Message 26 of 153 (8,287 Views)
Teacher

Re: Is the MicroCell Service Down?

GOOD NEWS! Looks like traffic to/from that netblock suddenly picked up last night around 11:50 PM, and one night-owl customer noticed their MicroCell had become usable again during that time. A couple customers now have reported reported a few bumps in their service this AM but overall things are looking much better, and on this end we're seeing more traffic on port 4500 going in both directions.
Message 27 of 153 (8,184 Views)
ACE - Master

Re: Is the MicroCell Service Down?

That's great! Sounds like something was blocking port 4500 from either AT&Ts or the ISPs end.

___________________________________________________________

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 153 (8,184 Views)
Teacher

Re: Is the MicroCell Service Down?

I am tech support with the ISP, and we made no changes. AT&T apparently fixed it.
Message 29 of 153 (8,173 Views)
ACE - Master

Re: Is the MicroCell Service Down?

I'm not surprised it was on AT&Ts end. That usually seems to be the case. At least your customer's are up and running and all is apparently well.

___________________________________________________________

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 30 of 153 (8,131 Views)
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