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 (11,290 Views)
ACE - Master

Re: Is the MicroCell Service Down?


 


I used the ATT app (Mark The Spot) that documents bad, dropped and no service locations in my account for my cell phone. After 30 or so days of marking my bad spots (my home location) a few times a day, I had a documented history in my account which convinced AT&T to comp me a MicroCell at no charge.


Companies love metrics and something like that is hard to retute.

___________________________________________________________

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 136 of 153 (8,452 Views)

Re: Is the MicroCell Service Down?

They also sent out coupons for free ones that seemed completely random.  My son got a coupon and he never complains even though his service is terrible.  I complain all the time because I'm supposedly in a "best coverage" area but get constant dropped calls and I didn't get a coupon.  I got my son's Microcell that worked fine at his house and registered it to my account.  It is still down with a flashing 3G light.  They said I need to buy a new one because mine is a "very old unit" right after they told me it was 15 months old.  I guess anything past the year warranty is "very old".  Does anyone know how to get in touch with someone that knows anything about the Microcell?  Everyone I've talked to is limited to reregister/reboot/plug it in somewhere else.  They don't know how they work, what ports they use or what ports are, what DHCP is, what a switch or MAC address is.  I made the mistake of telling them mine was plugged into a switch.  They told me that they aren't tested to work through a switch but they are tested to work plugged into a router.  How many home routers have you seen that don't use a switch?  (I realize that there have been some single port routers that don't have built in switches but how long has it been since you've seen one of them in use?)  I'm wondering how they communicate with the mothership if they don't go through switches?

Help!

Some way to actually see what is going on from the Microcell would be a big help.

The last person that called me also told me there have been no Microcell outages in the last couple of weeks.

Message 137 of 153 (8,430 Views)

Re: Is the MicroCell Service Down?

Some info that I discovered and haven't seen here:

A fast flashing link light means it detects a network but hasn't been given an IP address.  If your DHCP server is down you will have this problem.

Message 138 of 153 (8,427 Views)
ACE - Master
Solution
Accepted by jamileh (Former Community Manager)
‎09-30-2015 1:39 AM

Re: Is the MicroCell Service Down?

[ Edited ]

@joelsplace:

 

Here's the link to the MicroCell Troubleshooing Guide. It may help:

 

http://www.wireless.att.com/media/en_US/swf/3Gmicrocell/ATT3GMicroCell-Troubleshooting.pdf

 

To answer some of your questions, the blinking red 3G light means that there is a hardware failure. Either due to a real failure or, more likely, it was an update by AT&T and when the MicroCell tried to reset itself, the reset failed so the MicroCell "thinks" it's a hardware failure. A hard reset (using the reset button on the back, held down for 30 seconds) sometimes will clear the problem. A blinking green 3G light can have multiple causes. If the internet light is green and solid, you have internet connection which means the MicroCell has been assigned an IP address. Four main lights, Power, Internet, GPS, and 3G all have to be solid green.

 

Yes, a router is a switch in a sense. But if  you have a another ethernet switch between the router and the MicroCell (to make more ethernet ports available to your LAN) you may encounter problems. The MicroCell is really finicky and doesn't like anything between it and the internet. Security issues? I don't know. You can try priorty setup which is used mainly for troubleshooting but some folks find that works best for them. Priority is: modem  -> MicroCell -> router. That basically takes the router out of the chain and connects the MicroCell directly to the internet. The modem has to be in bridge mode either way so that all it does is pass traffic. All of the routing and firewalling needs to be handled by the router. You may even had to do port forwarding to a static assigned IP address for the MicroCell based on its MAC address. That's what I do with my Apple Extreme Base Station.

 

The MicroCell is a totally closed system with no access at all except by AT&T. As a side note, if you try to take the MicroCell apart, there are activation clips inside and if one comes loose, it will pernamently disable the MicroCell. I've seen reports where a cat knocked over the MicroCell onto a hard floor loosening one of the clips and bricking the MicroCell. If it rattles, it probably won't work.

___________________________________________________________

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 139 of 153 (8,426 Views)

Re: Is the MicroCell Service Down?

I'm back up!  Thanks to a suggestion from Jamie Gilbert I pushed the reset button on the Microcell and within about 15 minutes it was activated.

Here's how I did it:  With the Microcell powered up I held the reset button in and watched the lights.  The 3G light went through various sequences of flashes and finally went out.  I ended up holding the reset button for about 30 seconds.  I released the button and then the Microcell didn't seem to do anything for about a minute and then it appeared to reboot and go through the normal power up sequence.

Message 140 of 153 (8,378 Views)
Highlighted
ACE - Master

Re: Is the MicroCell Service Down?

I'm glad you're back up. If you read my previous post I did suggest a hard reset but maybe you didn't see it between the time I posted and you talked to support (I'm assuming that's who Jamie Gilbert is).

___________________________________________________________

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 141 of 153 (8,372 Views)

Re: Is the MicroCell Service Down?

The only place I noticed a hard reset specifically was for a flashing red light.  I didn't have that and the boot sequence looked normal so I didn't think to do it.  I should have tried it.

Message 142 of 153 (8,365 Views)
ACE - Master

Re: Is the MicroCell Service Down?


joelsplace wrote:

The only place I noticed a hard reset specifically was for a flashing red light.  I didn't have that and the boot sequence looked normal so I didn't think to do it.  I should have tried it.


A hard reset can fix a lot of things. Bottom line is that you are up and running which is all that matters.

 

___________________________________________________________

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 143 of 153 (8,328 Views)
Former Community Manager

Re: Is the MicroCell Service Down?

I'm glad you got this resolved! 

 

I marked Otto's post as an Accepted Solution so other folks who have similar issues shave an easier time. Smiley Happy

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages.

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.

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.
Message 144 of 153 (8,255 Views)
Teacher

Re: Is the MicroCell Service Down?

Just an FYI, we FINALLY have full resolution on this one. Many AT&T techs and many techs from our end, plus a "Cisco guy" and an admin from one of our upstream providers were ultimately required. I'm guessing AT&T's upstream provider was also looped in at some point. It turned out the company that provides our upstream connection to the internet backbone had made an equipment change on Nov 2 that borked just port 4500 traffic to and from AT&T. No other traffic appeared affected, which was why customers were OK with everything else including other types of traffic to/from those AT&T servers. Fortunately their admin was able to quickly reshuffle his hardware and get us back in business very quickly once the source of the problem was nailed down. This is a very odd corner case that probably won't be even vaguely replicated any time soon. THANK GOODNESS, because it took quite a few resources to finally find that one little wrinkle.
Message 145 of 153 (7,775 Views)
ACE - Master

Re: Is the MicroCell Service Down?

Thanks for the follow-up on this. It's nice to know that it wasn't all AT&Ts fault this time. It's unfortunate that it took so long but when there are connections in place that other's have control over, it's very difficult to find the root cause. Thanks again!

___________________________________________________________

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 146 of 153 (7,765 Views)
Scholar

Re: Is the MicroCell Service Down?

[ Edited ]

And a quick word to Jamileh...thank you for your reports and advisories here.  This is the first time in my years on these forums that I've seen information coming back to users from an AT&T employee on anything approaching a regular basis.  Just these short, simple posts acknowledging issues and giving general updates on progress is incredihbly helpful and goes a long way towards making happy customers.  Thanks again!  Smiley Happy

Message 147 of 153 (7,451 Views)
ACE - Master

Re: Is the MicroCell Service Down?


AnClar wrote:

And a quick word to Jamileh...thank you for your reports and advisories here.  This is the first time in my years on these forums that I've seen information coming back to users from an AT&T employee on anything approaching a regular basis.  Just these short, simple posts acknowledging issues and giving general updates on progress is incredihbly helpful and goes a long way towards making happy customers.  Thanks again!  Smiley Happy


I agree. She works very hard behind the scenes a lot of times and doesn't always get the recognition that she deserves.

___________________________________________________________

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 148 of 153 (7,437 Views)
Former Community Manager

Re: Is the MicroCell Service Down?

Thanks! Smiley Happy

 

I really appreciate you taking the time to say something!

--------------

As of May 1st, I am no longer serving as the Community Manager for AT&T. This account will no longer be able to accept private messages.

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.

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.
Message 149 of 153 (7,340 Views)
Contributor

Re: Is the MicroCell Service Down?

FYI same problem now appearing in Raleigh/Durham area of NC. Jamileh can you help?
Michael Blankenship
919-906-0110
7127 Eliza Lane
Mebane, NC 27302
Message 150 of 153 (6,848 Views)
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