01-07-2018 12:28 AM
When I plug in my microcell, the Power button is green and stays on....however, the GPS light and 3G light blink/flash green simultaneously constantly. I have tried performing a hard reset on the microcell, but it did not work. The Ethernet light does not come on at all. I have U-verse as my internet provider. I have my Microcell plugged directly into my 5268AC router (AT&T supplied the router). I followed all the activation steps for the microcell and the AT&T microcell activation page is showing the very first step (Activation) to still be pending. Please help.
Solved by: Go to Solution.
01-07-2018 9:09 AM
@gn87man - if the ethernet light does not turn green almost immediately, then the Arris gateway is not seeing the MicroCell. Did you purchase the MicroCell used because AT&T has discontinued the MicroCell and is not selling them anymore. If you purchase used, it could be the ac adapter failing. In which case you can check it with a voltmeter. It should read 16VDC +/- 0.5 with no load. If not, replace the adapter with one of the same rating that you know is delivering the correct no-load voltage and see if that works. If that doesn't work, either the MicroCell is dead (they can not be repaired) or it is a setting with the Arris gateway. We have seen lots of issues with the Arris gateways in the past so what you will need to do is check the settings to make sure that ALL of the minimum router requirements are being met and given that the Arris is also capable of VoIP, you need make sure that any specific protocol related to VoIP (like SIP ALG) are disabled. We can't help you with that and I'm not sure if AT&T will help with the configuration as well. The U-verse folks haven't a clue as to how the MicroCell works and the Mobility folks are the same with U-verse. The first think you need to do is find out why the Arris is not seeing the MicroCell (ethernet light flashing green). Once you correct that (gateway setting, failing adapter, failing MicroCell, etc) we can work on the other. No ethernet connection will result in no GPS and no 3G.
Do not use any switches etc between the MicroCell and the gateway. You connection should be a simple as possible which is a single ethernet cable from the MicroCell to the gateway.
Being as AT&T has discontinued the MicroCell, and Support will be less likely to seriously help you, you should consider WiFi-C (WiFi Calling) if your phone is capable of that. WiFi-C is the preferred method for making/receiving cellular calls when in-home coverage is spotty at best. You will still need a post paid AT&T cellular account to use WiFi-C just like you do for the MicroCell.
01-07-2018 10:00 PM
@OttoPylot - Thank you very much for the helpful feedback. I purchased the Microcell used. I have checked the AC Adapter and it checked out ok. However, I borrowed a friend's Microcell today, registered it to my account and hooked it to my router. All lights on his Microcell came on just fine. I then hooked up my Microcell to my friend's router and my Microcell did the exact same thing as when it was hooked up to my router (3G and GPS lights constantly flashing). This tells me that my Microcell has gone bad and I will be tossing it in the trash. Again, thank you for all the helpful advice. I really appreciate it! Hope you have a great day!
01-07-2018 10:23 PM
@gn87man - sorry to hear that you purchased a borked MicroCell. At least you found a resolution to your problem without too much stress and hassle. Seriously consider switching to WiFi-C because AT&T will eventually pull the plug on MicroCell's ability to connect to the mobility servers so nobody's MicroCell will work and support will be of no use at all, other than suggesting you upgrade your phone(s) to one that is WiFi-C capable. You'll still need a post paid AT&T cellular account though. Pre paid plans currently are not able to take advantage of WiFi-C.
01-07-2018 10:58 PM
@OttoPylot - Thank you for the kind words. Yes, it was a bummer to find out that I purchased a faulty Microcell. I have been using the Wi-Fi calling feature on my phones, but it does not seem to work as well as the Microcell. When using Wi-Fi calling, at least half the time, the person on the other end of the line tells me that I sound muffled and they can barely understand me. It is so frustrating. With the Microcell, I hardly ever have diminished call quality. I believe my router is not strong enough to broadcast the signal across my house. Is there a device I can purchase that will increase the signal from my Arris router throughout my home so I get a better Wi-Fi signal on the opposite side of my home from my router? Thanks so much!
01-08-2018 8:07 AM
@gn87man - when using WiFi-C within range of a MicroCell that the phone is registered too, we recommend either disabling the MicroCell altogether or enabling Airplane Mode on your phone to disable the phone's cellular radio. The phone has a tendency to preferentially connect to the MicroCell's 3G signal instead of your WiFi signal. Disable the power to the MicroCell and see if WiFi-C works better. As far as boosting your WiFi, I would suggest disabling the WiFi on the Arris and purchase a Mesh WiFi system (Orbi, Veelop, Eero). They work very well and have a great range and speed. We have seen all kinds of issues with Arris routers/gateways.
01-08-2018 10:29 AM
The OP should also run a VOIP test to check the quality of their ISP connection as outlined in the Tech Guide. The symptoms described suggests excessive packet loss and/or jitter. Also, if that Arris Pace 5268ac gateway is anything like the older Pace products that AT&T used for DSL subscribers, that could be an issue too.
I would first make sure my ISP line quality is adequate for VOIP before buying anything. If it tests OK, then proceed with the next troubleshooting step. If I were going to add a mesh network, I'd bridge the gateway and let the mesh router handle the DHCP duties. Definitely turn off the WiFi on the Pace too.
I am not an AT&T employee.
01-08-2018 10:42 AM
01-08-2018 11:35 AM
@OttoPylot - Thank you. I have tried disconnecting the Microcell completely and using only Wi-Fi. However, I am still getting spotty service (weak Wi-Fi signal) on the other side of my home. I will look into getting a mesh Wi-Fi system, but only after confirming that I have good VOIP service using the test that @Avedis53 mentioned. Thanks again and take care.
01-08-2018 11:47 AM
01-08-2018 11:54 AM
@gn87man - after clicking on Apply and Test you need to go to the bottom of the page and click on Use Java. If you don't have the current version of Java, you'll be asked if you want to install it. I just tried it and it works fine.
01-09-2018 3:33 PM
@OttoPylot - which browser are you using to access the http://voiptest.8x8.com website? I tried Chrome and Firefox, but it seems that Java is no longer supported on these two browsers. I have Windows 10 and I cannot find an Internet Explorer download for Windows 10. From my research, Internet Explorer is the only browser that supports Java currently. Please advise. Thank you.
01-09-2018 4:00 PM
Using Windows 10, after opening it's browser (Edge), you will see in the upper left hand corner below the "X" for closing the browser, three dots. Click on that to open the pull-down menu. Go down to "Open with Internet Explorer". Click on that. A new window will open using Internet Explorer. Using that browser, you will be able to access and run the Java script for the VOIP test. Use 60 seconds instead of 15.
We will need to see the test results posted here. After clicking "Apply and Test", you will need to click on the "Click to start test" button in the test graph. After the test is completed, click on the "Advanced" tab and the advanced statistics will be shown. In the bottom right-hand corner there is a button labelled "View Text". Click on that and then copy and paste the results in your post.
I am not an AT&T employee.
01-09-2018 4:16 PM