Microcell issues

ACE - Master

Re: Microcell issues

The emergency notice is usually reserved when either you don't have an account with the local carrier so you can only use the 9-1-1 or the tower closest to you is down for regular cellular calls.

 

The MicroCell is a VOIP service so a local tower is not absolutely required for use. I'm assuming your cell phone works just fine when you are outside of MicroCell range.

 

The computer (keyboard) connection is for use when you are connecting your computer, via ethernet, to the MicroCell. I've never used it (no reason to) so mine is always off (no light at all). Make sure you've connected your MicroCell to the ethernet port which is labeled ethernet and should be the yellow-colored input. Check your cables for loose or frayed wires.

 

If your loss of connectivity is always between the hours of 1am and 7am that sounds like some sort of maintenance issue or something your ISP is doing. AT&T does push updates in the middle of the night but not that often. They do have maintenance windows based on Service Areas and will check your location by verifying it via your GPS coordinates.

 

Due to new terriotories being shared/given up, Verizon could now have better mobile coverage than AT&T (maybe that's why there is rumored to be a new AT&T tower going up) in your area. Technologies are different between Verizon (CDMA) and AT&T (GSM).

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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 61 of 81 (1,034 Views)
Tutor

Re: Microcell issues

Hi

Yes, the phone works fine away from my home and sounds like you know a lot more about it then some of the people I talk to at AT&T.  But realistically no one has been able to figure it out, and as I said, it's a fairly new problem.  I did send and email to AT&T threw this forum, asking them to read the post and contact me.  I'm not giving up quite yet.

But since you know so much about the Microcell, why do they ask you to put it close to a window, if it's internet run?  Also, yes, everything is connected correctlly, just double check, and AT&T was over on Tuesday, installing a new modem and looked over the connections

Message 62 of 81 (1,025 Views)
ACE - Master

Re: Microcell issues

The MicroCell needs a constant GPS connection to verify location for 9-1-1, etc. No GPS lock, no service (or inconsistent at best). If you can't locate it next to a window (within 18" of a window with an unobstructed view of the sky), then there are external GPS antennas that you can buy and connect to the little antenna input on the back of the MicroCell. All of this is covered in the Guide (see link in my sig).

 

Don't ask CustomerCare to read your posts because they probably can't. Just detail your problems, what you have done to fix it, account information, and location.

 

If you give us more detailed information on how you have it setup, who your ISP is, etc, we may be able to advise you better.

___________________________________________________________

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 63 of 81 (1,022 Views)
Highlighted
Tutor

Re: Microcell issues

OK, thanks, I'll get back to tomorrow, got to get some work done Thanks

Message 64 of 81 (1,017 Views)
Tutor

Re: Microcell issues

My ISP is AT&T UVerse and the Microcell is right now sitting less then 3 feet from a large 4 door glass slider, so should have a good GPS connection.  Use to sit about 8 feet from the same door, with no problems on GPS connection.

I was on the phone till after 11PM last night, with what felt like was a very knowledgable AT&T Microcell Tech.  She seemed much more in-depth then others I've spoken to in the past.  We are now trying a new Microcell, I feel that one of their updates may have corrupted the Microcell, she claims their hasn't been any in months, I question that.  Heard the same thing from uVerse, but when a maintenance person came to my home, he just replaced the modem and said that their latest update was not being well received by some of the older modems.  So I'd say that one hand normally doesn't know what the other hand is doing.

I'll let you know if the new Microcell corrects the problem.  Thanks

Message 65 of 81 (975 Views)
ACE - Master

Re: Microcell issues

What kind of U-verse service do you have? This is something that I'm going to be updating the Guide with soon but it appears that certain gateways work better with VOIP (MicroCell) and the type of gateway you have is dependent on the type of U-verse service you have.

 

Updates to the MicroCell hasn't happened since the Note 3's were introduced because there was an issue with the new Samsung/Google phones. You could try a hard reset which resets the unit back to default and then let it go thru the Initial Activation process.

___________________________________________________________

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 66 of 81 (973 Views)
Tutor

Re: Microcell issues

Hi and Merry Christmas,

Back again, and I think I'm giving up, and yes again.  We've replaced the Phone, several times, and we've replaced the Microcell.  I've also had AT&T internet service hear, and we've replaced the modem, and they also hard wired the line directly to the plug I'm using, so I can't just plug into another outlet, and for a couple of days I thought I had OK service, "maybe wishful thinking," not prefect, would go out if I was on the phone for more then a few minutes.  

But then again it went back to the way it was, just working in the day time.  I really don't know what they've changed and I don't think they do either.  AT&T biggest problem is the left hand has no idea what the right is doing, very much like our Government.  They've both gothen way to big.

Message 67 of 81 (874 Views)
ACE - Master

Re: Microcell issues

Ok, if I remember your problem correctly, the MicroCell would work ok during the day. But between the hours of 1am and 7am, it would disconnect and you'd have to go thru the reboot process in the morning to get it working again, and you live in a condo that offers U-verse, correct?

 

My feeling is that loss of connectivity in the early morning hours is due to some sort of maintenance that U-verse does at night when usage is at a minimum. There are also certain modems (gateways) that work better with the MicroCell than others depending on the type of U-verse service you have. And you are correct in that the U-verse people don't communicate well with the MicroCell people and vice versa. A problem that AT&T is well aware of but the fixes are extremely slow in coming.

 

If you don't know the type of U-verse service you have, then what is the model of the gateway you have? That may give us an idea of the type of service and possibly lean towards a fix.

___________________________________________________________

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 68 of 81 (857 Views)
Contributor

Re: Microcell issues

I have had every issue imaginable including all the ones that I have read in this forum The worst part is the very poor support from att. I have worked with every department from the Chairman's office down. Nobody follows up and some of the support people are as rude as they are incompetent.
perhaps the solution is to form a national buying group where we can leverage our individual frustration to get better products and service and price..
Message 69 of 81 (658 Views)
ACE - Master

Re: Microcell issues

Maybe if you told us what your problem is we might be able to help. Start here:

 

MicroCell™ TroubleShooting Questions:

 

 

  1. Do you have an active postpaid AT&T mobile account?
  2. Do you have a combined modem/router or a separate modem and router? What are the model numbers?
  3. Have you met the minimum requirements for router configuration as outlined in the Tech Guide?
  4. What are your download and upload speeds?
  5. What kind of internet service do you have (ADSL, cable, WiFi)?
  6. Are you using the basic connection (modem -> router -> MicroCell) or the alternate connection (modem -> MicroCell -> router)?
  7. What other equipment (computers, WiFi TV’s, Xboxes, Playstations, etc.) do you have connected to your network?
  8. What does the light pattern look like on the MicroCell (power, ethernet, GPS, and 3G)? Are they all a solid green or is any of them blinking green or red, and if so, which one?
  9. Does the ac adapter feel warmer than the top of the MicroCell where the vents are?
  10. Are all of the cables firmly in place?
  11. Have you checked your line speed, http://www.speedtest.net/ ? If so, please post results.
  12. Have you checked to see if you line is adequate for VoIP, http://www.voipqualitytest.com/ ? If so, please post your results.
  13. Have you checked the Technical Guide?

 

___________________________________________________________

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 70 of 81 (652 Views)
ACE - Professor

Re: Microcell issues

Must be a full moon coming up.......

___________________________________________________________

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 71 of 81 (640 Views)
ACE - Master

Re: Microcell issues

Yeah, and he even got a kudo for responding to a 6-month old 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.
Message 72 of 81 (634 Views)
ACE - Professor

Re: Microcell issues

I'll bet he doesn't respond to your information request....Same registration date as that other guy.

___________________________________________________________

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 73 of 81 (611 Views)
ACE - Master

Re: Microcell issues

Yeah. The mods are looking into their registration info.

___________________________________________________________

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 74 of 81 (608 Views)
Contributor

Re: Microcell issues

[ Edited ]

Hey OttoPylot and Avedis53!  Snarky != helpful, you know? 

 

But seriously, if you want to help, step one is toread what that person said.  If ne has 'the same issues' as everyone else, then probably ne had a microcell that was working fine and then it stopped.  That's my problem and that's why I am reading this forum.

 

Your questions are, I am sorry to tell you, largely irrelevant in this situation.  Rather you should ask: 

 

1.  Did you try turning the Microcell on and off?  ANSWER: Yup.  That's always our first line of defense.   No help there.

 

2.  At the time you noticed that the microcell had stopped working, for how long had it worked?

ANSWER:  About three years.  We got it for free from AT&T when the store salesclerk pointed out that our reception at home was lousy (an understatement).  He said we could have a Microcell and pay nothing as long as we stuck with AT&T for a full year.  Otherwise we'd pay a prorated amount of the (total cost divided by 12) x (the months we stopped having AT&T).  We still have AT&T. 

 

3.  Did you change anything with regard to your phones or internet or anything at the time the Microcell stopped working?  ANSWER: Hmmm. 

We did NOT get new phones.  We did NOT change our internet provided.  But now that I think of it,   last fall is around when my spouse and I both noticed we no longer had MCell apearing in our phones, but we didn't really talk about it because we mostly use our landline at home anyway (multiple extensions, never turned to vibrate so always rings loud, etc.)  And I think we both assumed "Must be planned obsolescence:  these are free if you keep them for a year, and Cisco throws in a little more time to be nice, but then the ever-user-loving AT&T turns them off."  But conspiracy theories and brand-bashing aside, yes, there was a change that happened last fall.  It was  in connection with Comcast's change to all-digital.   We got a wireless cable-thing (yes, that's the technical term) so we could use our old flat panel - which turned out not to be digital - as a TV not just a movie screen and actually start watching television once in a while.  (Before that, we had only basic cable because the difference between no TV and yes TV was $2 a month, as the nice Comcast people had pointed out, and watched TV about an hour a year and on an ancient Sony.)  Could that little wireless-cable-transmission box be what killed the Microcell?  And if so, is there a solution?

 

4.  Is there anything else that you haven't told me about your cell phones and internet and house and electricity and anything else  that might help me help you?  ANSWER:  Don't think so, but happy to answer less open-ended questions if you ask them.

 

OK!  Go ahead now!  Snark away!

Message 75 of 81 (510 Views)
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