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Posted Jul 2, 2014
6:30:06 PM
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MicroCell Major Issues?

I have had my Microcell since May of last year. May of this year I recieved a text message stating that my device did not match my adress. I derigistered my device and reregistered. Fixed it until yersterday July 1st I recieved another text stating the same. I called tech support they attempted to also derigister and rereister the device. It gave them an ERROR stating try again after 15mins. Online I am also getting the same msg. Help! Still no call back or help from AT&T!

I have had my Microcell since May of last year. May of this year I recieved a text message stating that my device did not match my adress. I derigistered my device and reregistered. Fixed it until yersterday July 1st I recieved another text stating the same. I called tech support they attempted to also derigister and rereister the device. It gave them an ERROR stating try again after 15mins. Online I am also getting the same msg. Help! Still no call back or help from AT&T!

MicroCell Major Issues?

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Jul 2, 2014 7:06:42 PM
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ACE - Master

This is an on-going problem with AT&T where the GPS coordinates sent do not match what is in their "locational" database. This probably happened after AT&T did some nightly maintenance of which one of the items is to check location accuracy. It is not a system-wide problem so it's very difficult to isolate and correct.

 

Unfortunately phone support is fairly clueless on what to do because this is outside of their scripted responses. You can try a hard reset: turn off the power to the MicroCell, hold in the reset button on the back (it's a little hole at the bottom and you'll need a paperclip), turn the power back on and keep holding in the reset button for about 30 seconds. The MicroCell will go thru the Initial Activation process again. It probably won't work but it has for some.

 

Send a PM to CustomerCare (link in my sig) explaining the problem, what you have done to correct it,  your account information, the best way to 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

This is an on-going problem with AT&T where the GPS coordinates sent do not match what is in their "locational" database. This probably happened after AT&T did some nightly maintenance of which one of the items is to check location accuracy. It is not a system-wide problem so it's very difficult to isolate and correct.

 

Unfortunately phone support is fairly clueless on what to do because this is outside of their scripted responses. You can try a hard reset: turn off the power to the MicroCell, hold in the reset button on the back (it's a little hole at the bottom and you'll need a paperclip), turn the power back on and keep holding in the reset button for about 30 seconds. The MicroCell will go thru the Initial Activation process again. It probably won't work but it has for some.

 

Send a PM to CustomerCare (link in my sig) explaining the problem, what you have done to correct it,  your account information, the best way to 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: MicroCell Major Issues?

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Jul 3, 2014 8:18:52 AM
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ACE - Professor

One would think that there is some commonality to this GPS/Locational Database problem that has affected many posters here, even if it isn't system-wide.  Since I am not privy to the inner workings of the Mcell backend, no doubt it is more complicated than I would like to think or this would have been resolved by now.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

One would think that there is some commonality to this GPS/Locational Database problem that has affected many posters here, even if it isn't system-wide.  Since I am not privy to the inner workings of the Mcell backend, no doubt it is more complicated than I would like to think or this would have been resolved by 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: MicroCell Major Issues?

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Jul 3, 2014 8:38:24 AM
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ACE - Master

Yep. I think it has something to do with the night time maintenance that AT&T does where they check the location of the MicroCell either by tower triagulation or GPS. Something happens when it compares location from either of those methods to the physical address on file. I've talked to the Admins and they thought it had been corrected but what ever bug it is is still in the system. Compounding the problem is the fact that it's not system-wide so it's hard to nail down.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

Yep. I think it has something to do with the night time maintenance that AT&T does where they check the location of the MicroCell either by tower triagulation or GPS. Something happens when it compares location from either of those methods to the physical address on file. I've talked to the Admins and they thought it had been corrected but what ever bug it is is still in the system. Compounding the problem is the fact that it's not system-wide so it's hard to nail down.

___________________________________________________________

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: MicroCell Major Issues?

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Jul 6, 2014 5:33:28 PM
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Contributor
I am not getting this message *FTC5284: Your earlier request is being
processed. Please allow 15 minutes before retrying your request. After 15
minutes You can log back again to confirm that your request has been
processed. [RFS|RegisterFemtocellService|50000000284]. *
I am not getting this message *FTC5284: Your earlier request is being
processed. Please allow 15 minutes before retrying your request. After 15
minutes You can log back again to confirm that your request has been
processed. [RFS|RegisterFemtocellService|50000000284]. *

Re: MicroCell Major Issues?

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Jul 6, 2014 8:07:26 PM
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ACE - Master

I am a little confused then. You said you "weren't getting message FTC5284:..." What message code are you getting? Or is it just a text message?

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

I am a little confused then. You said you "weren't getting message FTC5284:..." What message code are you getting? Or is it just a text message?

___________________________________________________________

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: MicroCell Major Issues?

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Jul 6, 2014 8:10:28 PM
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Oops! It was supposed to say I am now getting that error code.
Oops! It was supposed to say I am now getting that error code.

Re: MicroCell Major Issues?

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Jul 7, 2014 8:09:44 AM
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ACE - Master

I thought so I just wanted to check. I'll reference your post to the Admins and see if we can get some traction that way.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

I thought so I just wanted to check. I'll reference your post to the Admins and see if we can get some traction that 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: MicroCell Major Issues?

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Jul 7, 2014 8:48:26 AM
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ACE - Master

ElizabethN wrote:
Oops! It was supposed to say I am now getting that error code.

Elizabeth, you really need to PM CustomerCare as suggested. When a PM for you comes in, th a little blue envelope will appear in the upper right corner next to your username. It should also have a number associated with it that indicates the number of unread messages you have.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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


ElizabethN wrote:
Oops! It was supposed to say I am now getting that error code.

Elizabeth, you really need to PM CustomerCare as suggested. When a PM for you comes in, th a little blue envelope will appear in the upper right corner next to your username. It should also have a number associated with it that indicates the number of unread messages you have.

___________________________________________________________

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: MicroCell Major Issues?

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Jul 7, 2014 8:58:16 AM
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Hello ElizabethN,

 

I just sent you a private message (Blue envelope next to your name, in the upper right corner), please reply to me with requested information and our team will be happy to help.

 

Thank you,

Dmitriy


Rethink Possible


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: Learn More.

Hello ElizabethN,

 

I just sent you a private message (Blue envelope next to your name, in the upper right corner), please reply to me with requested information and our team will be happy to help.

 

Thank you,

Dmitriy


Rethink Possible


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: Learn More.

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.
*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.

Re: MicroCell Major Issues?

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Jul 7, 2014 10:20:36 AM
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ACE - Master

Thanks Dmitriy!

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

Thanks Dmitriy!

___________________________________________________________

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: MicroCell Major Issues?

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Jul 23, 2014 7:55:34 AM
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Dmitriy,
Could you try to help me with this same problem?
I am currently on the phone for the third day trying to get my microcell working again.
It worked fine for a month and two days ago stopped.
My 3G light is blinking red.
I tried to deactivate and reactivate, I've changed the setup to put the internet directly through the Microcell instead of my router, I have moved the Microcell to a window, I have restarted the unit several times including the reset button.
My internet signal is 14 to 16 Mbps, which is way more than enough to run this thing.
My internet light is green, my GPS light is green.
I get emails from ATT With error "102" stating that my address does not match the GPS location of the unit.
It has never left this 1,300 sq ft apartment!!
Please help!
I need my phone for my job!
Mark
Dmitriy,
Could you try to help me with this same problem?
I am currently on the phone for the third day trying to get my microcell working again.
It worked fine for a month and two days ago stopped.
My 3G light is blinking red.
I tried to deactivate and reactivate, I've changed the setup to put the internet directly through the Microcell instead of my router, I have moved the Microcell to a window, I have restarted the unit several times including the reset button.
My internet signal is 14 to 16 Mbps, which is way more than enough to run this thing.
My internet light is green, my GPS light is green.
I get emails from ATT With error "102" stating that my address does not match the GPS location of the unit.
It has never left this 1,300 sq ft apartment!!
Please help!
I need my phone for my job!
Mark

Re: MicroCell Major Issues?

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Jul 23, 2014 8:31:54 AM
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ACE - Master

Send a PM to CustomerCare (link is in my sig) stating your problem, what you have done to try to fix it, your account information, the best method to contact you ,and your location.

 

You said you moved  your MicroCell to a window. Was it not next to a window before or is this a window at another location  in your residence?

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

Send a PM to CustomerCare (link is in my sig) stating your problem, what you have done to try to fix it, your account information, the best method to contact you ,and your location.

 

You said you moved  your MicroCell to a window. Was it not next to a window before or is this a window at another location  in your residence?

___________________________________________________________

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: MicroCell Major Issues?

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Jul 23, 2014 8:54:00 AM
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Voyager
Thanks for the reply Otto!

I did send a PM to customer care but no response.

The unit was not near a window before, it was on an interior wall of the apartment 34 feet from the south windows. It was working fine there since I got it a month and a half ago, until the location error problem occurred two days ago.

Per ATT support I moved it to a Window. It is sitting right in the window sill now.

I just got off another call with ATT support. I explained the issue you stated in some of your posts I read last night, that it could be Incorrect data in the ATT locational database. She would not let me talk to a higher level tech or a supervisor but she claimed that she talked to someone and that they corrected my address against their location data. She then had me restart the unit again. So now I play the 90 minute waiting game again. Got my fingers crossed.
She said she would call me back, but I reminded her I have no phone signal :/ (had to call in on Skype).
She refused to give me a ticket number as I requested, but gave me her name, badge number and her supervisor's name and direct number so I can call back in 90 minutes. I'm tired of starting over from square one every time I talk to them!

Mark
Sent from my iPad
Thanks for the reply Otto!

I did send a PM to customer care but no response.

The unit was not near a window before, it was on an interior wall of the apartment 34 feet from the south windows. It was working fine there since I got it a month and a half ago, until the location error problem occurred two days ago.

Per ATT support I moved it to a Window. It is sitting right in the window sill now.

I just got off another call with ATT support. I explained the issue you stated in some of your posts I read last night, that it could be Incorrect data in the ATT locational database. She would not let me talk to a higher level tech or a supervisor but she claimed that she talked to someone and that they corrected my address against their location data. She then had me restart the unit again. So now I play the 90 minute waiting game again. Got my fingers crossed.
She said she would call me back, but I reminded her I have no phone signal :/ (had to call in on Skype).
She refused to give me a ticket number as I requested, but gave me her name, badge number and her supervisor's name and direct number so I can call back in 90 minutes. I'm tired of starting over from square one every time I talk to them!

Mark
Sent from my iPad

Re: MicroCell Major Issues?

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Jul 23, 2014 10:22:20 AM
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ACE - Professor

Post back after your Mcell has had a chance to complete it's startup sequence.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

Post back after your Mcell has had a chance to complete it's startup sequence.

___________________________________________________________

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: MicroCell Major Issues?

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Jul 23, 2014 10:33:20 AM
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Voyager
Otto,<br>Apparently your solution worked!<br>They were going to go the route of replacing my unit with a new one, but I convinced the phone support person to ask someone to check the locational database and correct it.<br>It started working about an hour after that call.<br>Now I just have to hope I continue to make it through future address verifications!<br>Thank you so much for your help.<br>If I had not read your related posts in the forum I would probably be getting my MicroCell replaced, and it would still not have worked. I can't afford to keep taking days off to get my phone to work.<br><br>You are the bomb Ottopylot!<br>Thanks for sharing your knowledge.<br>Mark
Otto,<br>Apparently your solution worked!<br>They were going to go the route of replacing my unit with a new one, but I convinced the phone support person to ask someone to check the locational database and correct it.<br>It started working about an hour after that call.<br>Now I just have to hope I continue to make it through future address verifications!<br>Thank you so much for your help.<br>If I had not read your related posts in the forum I would probably be getting my MicroCell replaced, and it would still not have worked. I can't afford to keep taking days off to get my phone to work.<br><br>You are the bomb Ottopylot!<br>Thanks for sharing your knowledge.<br>Mark

Re: MicroCell Major Issues?

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Jul 23, 2014 11:02:19 AM
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ACE - Master
Edited by OttoPylot on Jul 23, 2014 at 11:03:06 AM

Thanks Mark. Keep an eye on it for the next few days and let us know if it remains stable. Keep in mind that the MicroCell needs to have an unobstructed view of the sky and be about 18" from a window. The fact that you got it work at all behind a wall and away from a window, without an extenstion antenna, is pretty cool. My guess is the the GPS signal was just strong enough to lock on but was not steady in giving consistent GPS information. There are still isolated cases that come up from time to time with the GPS/database issue so AT&T has to look at each case individually and get IT involved, which takes time. Unfortunately the phone support people are not in a position to offer technical help in that regard.

 

If your connection remains solid, please mark my post as Accept Solution so that if someone Searches the AT&T Forums for a similar problem, they'll be directed to that post.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

Thanks Mark. Keep an eye on it for the next few days and let us know if it remains stable. Keep in mind that the MicroCell needs to have an unobstructed view of the sky and be about 18" from a window. The fact that you got it work at all behind a wall and away from a window, without an extenstion antenna, is pretty cool. My guess is the the GPS signal was just strong enough to lock on but was not steady in giving consistent GPS information. There are still isolated cases that come up from time to time with the GPS/database issue so AT&T has to look at each case individually and get IT involved, which takes time. Unfortunately the phone support people are not in a position to offer technical help in that regard.

 

If your connection remains solid, please mark my post as Accept Solution so that if someone Searches the AT&T Forums for a similar problem, they'll be directed to that 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: MicroCell Major Issues?

[ Edited ]
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Jul 23, 2014 11:45:44 AM
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ACE - Professor

Many people have had problems with the GPS location as reported by the Mcell not matching AT&T's location database that is based on the address you input during the registration process.  This problem has also happened to people who initially have successfully activated their Mcell but subsequently received an error message that their GPS and AT&T addresses do not match.

 

Most have been helped by contacting CustomerCare as you did and describing this problem.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

Many people have had problems with the GPS location as reported by the Mcell not matching AT&T's location database that is based on the address you input during the registration process.  This problem has also happened to people who initially have successfully activated their Mcell but subsequently received an error message that their GPS and AT&T addresses do not match.

 

Most have been helped by contacting CustomerCare as you did and describing this problem.

___________________________________________________________

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: MicroCell Major Issues?

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