- edited 10-29-2014 12:34 PM
My iphone 6 will not make or recieve calls with the microcell. If I disconnect from the microcell, I have 1 bar and can make/recieve calls with poor connectivity. My phone says I am connected to the AT&T Microcell network and shows all bars but I can't make/revieve calls. I have deactivated, reactiviated the microcell to no avail. I have deleted/readded the phone numbers and nicknames and it's still not working. I have toggled the airplane mode and turned my phone on and off and that did not help. This is extremely frustrating as I have spent hours trying to make this work. Any ideas?
Solved by: Go to Solution.
10-29-2014 1:29 PM
Are there any phones that work on your MicroCell? Are any of the light blinking on the MicroCell? If so, which one(s) and what is it red or green? Is this an AT&T purchased MicroCell or is this a second hand one?
MicroCell™ TroubleShooting Questions:
10-29-2014 3:41 PM
Unfortunately neither my nor my husband's iphone 6's will work. I called AT&T customer support and after 50 minutes, the technician I worked with said I need a new microcell. She was very patient and had me try all sorts of disconnecting and reconnecting. It seems mine has lost its ability to connect to my wireless. She is having a new one shipped to me in two days at no cost.
I am not tech savy, but I know how to search for help and follow directions to try to self help. I did read through the technical guide and tried the various remedies there, the same ones the technician had me try again. I had previously deactivated my microcell and reactivated it on the AT&T website, removed phone numbers and reentered them. I also had done a hard reset of my phone and toggled the airplane mode off and on. My microcell is a white one. They are sending me a black one - not sure what the differeence is. .My internet is through Frontier FIOS and I am not having any issues with my laptop connecting to it. I am guessing that it is a combined router/modem as there is only one box by the tv. I did run the speed test on the AT&T site. The results are: Download Speed: 24796 kbps (3099.5 KB/sec transfer rate)
Upload Speed: 4754 kbps (594.3 KB/sec transfer rate)
Latency: 14 ms
Jitter: 264 ms
Again, I'm unsure what the numbers mean.
The microcell was no longer staying green on the gps or internet lights, they kept flashing green. The power and ethernet were solid green.
Thank you for your response to my plea for help! Fingers crossed that the new one will do the trick! Phone calls with only 1 or 2 bars are challenging.
10-29-2014 5:11 PM
Wow....are you sure that jitter value is correct? If your jitter is consistantly running around 264 ms, you have a serious problem with your connection to your ISP.
If your GPS light is flashing, then your Mcell is not getting a lock on the GPS satellites. Is the Mcell located where it has an unobstructed view of the sky? Did you have all solid green lights on your Mcell at any time previously?
Perhaps your Mcell is faulty and since another one is being sent to you, we'll wait to hear from you about the new one.
Regardless, you should contact Frontier concerning the jitter you are seeing on your connection if after running more tests throughout the day, you see numbers similiar to the one you reported here. Jitter is explained in the Tech Guide.
10-29-2014 7:23 PM
I did a copy/cut/paste for the speed test, so the numbers should be accurate. I just completed another speed test (4 hours later) using the AT&T site again:
10-29-2014 9:18 PM
If your jitter goes from 264 to 9 that is some serious fluctuation. Your speeds are fine. I agree with Avedis about the GPS light. If that's flashing even after performing a hard reset it could be as simple as a failed or failing MicroCell. Do let us know how it goes with the new MicroCell.
11-03-2014 11:54 AM
My new microcell arrived and it is working! So far, there are no problems with it. Fingers crossed that it stays that way!
My jitter speeds still seem to flucuate for some reason. I haven't had time to be on hold long enough to contact FIOS...
- edited 11-03-2014 11:58 AM
Ahhh.....the joys of support hold!
Glad to hear your new Mcell is working. Let us know if you need any help with it.
If you have the time and are motivated, run the jitter test several times/day and see how much it is varying. The more information you can gather regarding your jitter variation, the better the chance that your ISP can figure out what is going on.
11-03-2014 7:18 PM
Thank you for the suggestion. I am compiling the data.
My microcell periodically loses its internet connection - the green light flashes green. All other lights stay solid green. Not sure why that happens. Any ideas? I disconnected the power plug on the back of the microcell for 10 seconds, plugged it back in, and it is okay now. Hoping that did the trick!
11-03-2014 8:10 PM
Unplugging it is just a power reset. That basically forces the MicroCell to reinitialize itself. That sometimes works. A more complete reinitialization is to do the hard reset, which resets the MicroCell back to default settings and forces it to go thru the Initial Activation process again
(see Guide link in my sig).
If your jitter is still the same, fluctuating all over the place, then that is something that you will have to take up with your ISP because there is nothing that AT&T can do about it. The new MicroCell may be able to handle jitter a bit better but ultimately that is a line quality issue which can only be addressed by your ISP.
11-04-2014 9:13 AM
I find that I do have to power cycle my Mcell occasionally when I see that its 3G light is flashing. A quick power cycle and it is running again. I have no idea how the Mcell lost its connection but it could be that using a wireless range extender to connect my Mcell to my router as I do is contributing to this. Unfortunately, in order to cover my entire house I have to locate my Mcell in a place that is remote from my router and I don't want to string 100 feet of Ethernet cable to connect by wire. If I let the Mcell go long enough, it will usually reconnect on its own but I've just grown accustomed to power cycling it when I see the flashing 3G light.
11-04-2014 8:50 PM
My microcell internet light was still blinking on and off today and I was unable to do any speed tests because it kept timing out. So after 40 minutes of working with FIOS tech support via phone, disconnecting, connecting, and resetting the modem, they have determined I need a new one. In 3-5 days a new modem will arrive for me to install. I miss the days when someone came to the house to fix these issues! It will be interesting to see if the new modem fixes the microcell connectivity and the jitter numbers that are all over the place. I'll let you know how it goes!
04-26-2016 2:09 PM
One of the most common topics we see on the forums is regarding the Microcell. Specifically, how to identify and understand the differences between the LED light indicators on the device as well as troubleshooting steps to resolve any issues.
The information contained below is a combination of the great community content, as well as information provided by our Advanced Technical Support team that supports the Microcell every day.
MicroCell LED Guide
Computer LED (only on white model MicroCells)
Network or 3G LED
We also have comprehensive Video content to help you navigate any issues you might be having:
Note: A failing AC adapter can affect any of the LED lights so it’s always a good idea to check the adapter with a voltmeter, especially if the MicroCell is a few years old or you have experienced numerous or unexpected power outages.
You can also find a full list of Microcell support by visiting our Microcell support site!
Thanks again for all your fantastic questions and support, and please comment below if there is anything we’ve missed!
Katie, Community Specialist
04-27-2016 11:34 AM
The above is just another help document. Nothing more than what is in the Tech Guide or what we can tell you here. Use it as a guide but it is certainly not a blanket Accepted Solution is it is currently being used.