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Posted Mar 4, 2014
2:30:15 PM
Microcell says address is wrong on GPS!! HELP!

Okay, a week ago the 3G light on my microcell started flashing green so I did what I always do when that happens- I rebooted it. A few minutes later the 3G light was blinking red and I got a text message from AT&T saying: 

 

ERROR 102- The registered address does not match the actual device location.

 

and an email reading:

 

There was an error activating your 3G MicroCell. The address you entered during online activation does not match the GPS information provided by the MicroCell.

 

So I called AT&T and they waked me through several rounds of unplugging, reregistering, etc. All those attempts failed and they mailed me a new microcell. Well the new one arrived the next day and after registering it and making sure that all information was correct, I plugged it it and got the same result. The top 4 lights solid green with the bottom 3G light blinking red and I got the same text message and email. 

 

I've been on the phone with AT&T every single day since and no one can help me with this problem. I get ZERO cell service at my house without this microcell so this is a real problem. Nothing on my end has changed- same internet service, same location of microcell in the house- right in a window- same everything. This issue was sudden and unexpected because one minute it was working fine and the next minute nothing. 

 

Any help would be so appreciated! Thanks.

Okay, a week ago the 3G light on my microcell started flashing green so I did what I always do when that happens- I rebooted it. A few minutes later the 3G light was blinking red and I got a text message from AT&T saying: 

 

ERROR 102- The registered address does not match the actual device location.

 

and an email reading:

 

There was an error activating your 3G MicroCell. The address you entered during online activation does not match the GPS information provided by the MicroCell.

 

So I called AT&T and they waked me through several rounds of unplugging, reregistering, etc. All those attempts failed and they mailed me a new microcell. Well the new one arrived the next day and after registering it and making sure that all information was correct, I plugged it it and got the same result. The top 4 lights solid green with the bottom 3G light blinking red and I got the same text message and email. 

 

I've been on the phone with AT&T every single day since and no one can help me with this problem. I get ZERO cell service at my house without this microcell so this is a real problem. Nothing on my end has changed- same internet service, same location of microcell in the house- right in a window- same everything. This issue was sudden and unexpected because one minute it was working fine and the next minute nothing. 

 

Any help would be so appreciated! Thanks.

Microcell says address is wrong on GPS!! HELP!

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Mar 17, 2014 11:01:24 AM
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Teacher

I am located in Poplar Bluff Missouri. 

 

Sorry I should have included that information, as the crow flies, my neighbor is about 1/4 mile away from my house. I looked on Google Maps and confirmed that as well.

I am located in Poplar Bluff Missouri. 

 

Sorry I should have included that information, as the crow flies, my neighbor is about 1/4 mile away from my house. I looked on Google Maps and confirmed that as well.

Re: Activation Nightmare still not over!

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Mar 17, 2014 11:04:53 AM
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ACE - Master

Thanks. It's possible that it could just be your MicroCell Service Area but to be sure, we need to get everyone who is having issues to report their location (and ISP) to CustomerCare to see if this is localized, global, or related to one specific ISP.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

Thanks. It's possible that it could just be your MicroCell Service Area but to be sure, we need to get everyone who is having issues to report their location (and ISP) to CustomerCare to see if this is localized, global, or related to one specific ISP.

___________________________________________________________

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: Activation Nightmare still not over!

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Mar 17, 2014 11:07:01 AM
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Edited by Cyunide on Mar 17, 2014 at 11:10:37 AM

Thanks for replying Otto, forgive me but as I stated above my microcell worked for a long time. Do you mean AT&T moved the service area 1/4 mile? Because I certainly didnt move my house.

Thanks for replying Otto, forgive me but as I stated above my microcell worked for a long time. Do you mean AT&T moved the service area 1/4 mile? Because I certainly didnt move my house.

Re: Activation Nightmare still not over!

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Mar 17, 2014 11:36:52 AM
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ACE - Master

No. I'm not saying they moved the Service Area. You could be on the border between two Service Areas or not. At this point in time it's hard to determine if it's related to a specific Service Area or something entirely different. Are you sure you didn't move your house Smiley Wink?

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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

No. I'm not saying they moved the Service Area. You could be on the border between two Service Areas or not. At this point in time it's hard to determine if it's related to a specific Service Area or something entirely different. Are you sure you didn't move your house Smiley Wink?

___________________________________________________________

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: Activation Nightmare still not over!

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Mar 17, 2014 12:03:09 PM
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HaHa I'm pretty sure, but then again the wind has been blowing kinda hard Smiley Tongue Otto we all owe you a debt of gratitude for helping us. Thank you. I apologize for the frustration, I guess what upsets me the most is that even throughout all of this the closest at&t has come to taking responsibility is saying "there may be an issue with an activation server". While call after call I am blamed for how I set it up, how I configured my router, then my ISP is blamed, and even Cisco was blamed for "maybe pushing a faulty update to the device" and that Cisco "doesnt support the devices they manufacture". Personally I understand that no network works flawlessly all of the time (otherwise techs would be out of a job right Smiley Wink ) but it really would have made me feel better if at&t would have said that after all of this clearly the problem is with their network.

 

Obviously I cannot see what they see, but I would think that after all of this time (I have had an esculated tech ticket for over 2 weeks) they could view some logs, trace the serial number, or something. Perhaps a patch or fix, even a workaround. I realize that FDA requires the address to match for 911 purposes, but in this case it hurts not helps. Yes if you were unable to speak 911 could locate you but isnt that even worse than not being able to dial 911 at all? Of course it is. 

 

Honestly I am open to any suggestions, at this point I have even plugged it in standing on my head (literally did that once, didnt help). I have even tried to fudge the address and use addresses of those close to me but with no avail. I have done a hard reset on the device before as per at&t suggestion. I really dont know what else to do. Any suggestions?

HaHa I'm pretty sure, but then again the wind has been blowing kinda hard Smiley Tongue Otto we all owe you a debt of gratitude for helping us. Thank you. I apologize for the frustration, I guess what upsets me the most is that even throughout all of this the closest at&t has come to taking responsibility is saying "there may be an issue with an activation server". While call after call I am blamed for how I set it up, how I configured my router, then my ISP is blamed, and even Cisco was blamed for "maybe pushing a faulty update to the device" and that Cisco "doesnt support the devices they manufacture". Personally I understand that no network works flawlessly all of the time (otherwise techs would be out of a job right Smiley Wink ) but it really would have made me feel better if at&t would have said that after all of this clearly the problem is with their network.

 

Obviously I cannot see what they see, but I would think that after all of this time (I have had an esculated tech ticket for over 2 weeks) they could view some logs, trace the serial number, or something. Perhaps a patch or fix, even a workaround. I realize that FDA requires the address to match for 911 purposes, but in this case it hurts not helps. Yes if you were unable to speak 911 could locate you but isnt that even worse than not being able to dial 911 at all? Of course it is. 

 

Honestly I am open to any suggestions, at this point I have even plugged it in standing on my head (literally did that once, didnt help). I have even tried to fudge the address and use addresses of those close to me but with no avail. I have done a hard reset on the device before as per at&t suggestion. I really dont know what else to do. Any suggestions?

Re: Activation Nightmare still not over!

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Mar 17, 2014 12:14:24 PM
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ACE - Master

No need to apologize for being frustrated at a service that isn't meeting your expecations or needs. I've notified the Admins of your particular issue so you may be getting a pm from CustomerCare as soon as it goes thru but please, send them a pm youself, just to cover the bases.

 

The most common "address not matching GPS coordinates problem" is either you live in a rural area and your physical address is just not in the database that AT&T uses, or you live in a brand new area and the reasoning is the same. It could be that how AT&T receives the GPS coordinates got borked somehow or the database is borked. Either way, they should figure this out cause we're seeing more and more of this. Location is key in case it's localized, something is messing with the satellite, the ISP has done something (I'm not sure what the could do with GPS), or something else I just haven't thought of. I will stay on top of this and continue to do what ever I can (I'm not an AT&T employee btw but I do have their ear).

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

No need to apologize for being frustrated at a service that isn't meeting your expecations or needs. I've notified the Admins of your particular issue so you may be getting a pm from CustomerCare as soon as it goes thru but please, send them a pm youself, just to cover the bases.

 

The most common "address not matching GPS coordinates problem" is either you live in a rural area and your physical address is just not in the database that AT&T uses, or you live in a brand new area and the reasoning is the same. It could be that how AT&T receives the GPS coordinates got borked somehow or the database is borked. Either way, they should figure this out cause we're seeing more and more of this. Location is key in case it's localized, something is messing with the satellite, the ISP has done something (I'm not sure what the could do with GPS), or something else I just haven't thought of. I will stay on top of this and continue to do what ever I can (I'm not an AT&T employee btw but I do have their ear).

___________________________________________________________

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: Activation Nightmare still not over!

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Mar 17, 2014 12:24:27 PM
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Ah ok splendid. I did send them a PM as you said to do when you first replied, gave them my account information, etc. Im crossing my fingers, but not getting my hopes up. 

 

Like you, I rather doubt that an ISP could have done anything, and like I stated above, the microcell works at my neighbors house and I know the ISP is the same, its a local one who also confirmed this as we have all been in contact.

 

I believe you are correct, its just hard to see how that could be possible since I have provided at&t with the exact longitute and latitude of my home and they manually entered that into their database (well they told me they did) but even at that, the address is still pretty close. Im baffled at how it would've worked before and stopped now.

 

Yes it does seem that this issue is happening more and more frequently, and we make due the best we can. I know that if it were as simple as pushing a button that at&t would do it. I suppose we can only hope that they get it resolved, I love at&t apart from this issue.

 

Perhaps they were hacked... If that were the case Im sure we would never hear about it.

Ah ok splendid. I did send them a PM as you said to do when you first replied, gave them my account information, etc. Im crossing my fingers, but not getting my hopes up. 

 

Like you, I rather doubt that an ISP could have done anything, and like I stated above, the microcell works at my neighbors house and I know the ISP is the same, its a local one who also confirmed this as we have all been in contact.

 

I believe you are correct, its just hard to see how that could be possible since I have provided at&t with the exact longitute and latitude of my home and they manually entered that into their database (well they told me they did) but even at that, the address is still pretty close. Im baffled at how it would've worked before and stopped now.

 

Yes it does seem that this issue is happening more and more frequently, and we make due the best we can. I know that if it were as simple as pushing a button that at&t would do it. I suppose we can only hope that they get it resolved, I love at&t apart from this issue.

 

Perhaps they were hacked... If that were the case Im sure we would never hear about it.

Re: Activation Nightmare still not over!

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Mar 17, 2014 12:54:08 PM
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ACE - Master

I'm on it.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

I'm on it.

___________________________________________________________

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: Activation Nightmare still not over!

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Mar 18, 2014 10:45:12 AM
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ACE - Professor

I've got Otto using the word "borked" now!  Awesome!

 

After reading this thread and several others that are having the "activation address does not match GPS information" problem, I would say there is something wrong with how AT&T's system is dealing with addresses and GPS coordinates.  This isn't a satellite issue as that system is extemely robust and it requires multiple GPS satellites to determine location.  Posters' Mcells were previously working so it certainly points to a change on AT&T's end and doesn't involve the ISPs.

 

It was a good idea to start a thread to accumulate these activation/GPS issues to see if there is a regional aspect to this problem. 

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

I've got Otto using the word "borked" now!  Awesome!

 

After reading this thread and several others that are having the "activation address does not match GPS information" problem, I would say there is something wrong with how AT&T's system is dealing with addresses and GPS coordinates.  This isn't a satellite issue as that system is extemely robust and it requires multiple GPS satellites to determine location.  Posters' Mcells were previously working so it certainly points to a change on AT&T's end and doesn't involve the ISPs.

 

It was a good idea to start a thread to accumulate these activation/GPS issues to see if there is a regional aspect to 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: Activation Nightmare still not over!

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Mar 18, 2014 11:32:34 AM
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Voyager

I had the same thing happen to me with my Mircocell after using it about a year.  The bottom light kept blinking red and i kept getting emails from ATT saying the same message that you have below.  GPS error.  We did not move or change our address or move the microcell at all.  I tried all of the things that you did.  After numerous on line CHATS and phone calls it was decided I needed to get a new one.  $200.00 later I plugged the new one in...did all the "new microcell" instructions, deactivated the old...etc. 

NOW it wont get passed the POWER UP (first) stage! it has been well over 24 hours...

Every time i ask ATT they have me do a Hard restart...the last one told me to shut down my modem and router as well.  unfortunately doing that also disconnected me from her on the CHAT since my Wireless went down with the modem  (DUH).  I dont have any idea what to try next except to take it back to the store and swap it?  GRRRRRR

I had the same thing happen to me with my Mircocell after using it about a year.  The bottom light kept blinking red and i kept getting emails from ATT saying the same message that you have below.  GPS error.  We did not move or change our address or move the microcell at all.  I tried all of the things that you did.  After numerous on line CHATS and phone calls it was decided I needed to get a new one.  $200.00 later I plugged the new one in...did all the "new microcell" instructions, deactivated the old...etc. 

NOW it wont get passed the POWER UP (first) stage! it has been well over 24 hours...

Every time i ask ATT they have me do a Hard restart...the last one told me to shut down my modem and router as well.  unfortunately doing that also disconnected me from her on the CHAT since my Wireless went down with the modem  (DUH).  I dont have any idea what to try next except to take it back to the store and swap it?  GRRRRRR

Re: Microcell GPS Location error Wont activate

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Mar 18, 2014 11:44:06 AM
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ACE - Master

I've been messaging the Admins all morning so they're trying figure out what's happening, but nothing "official" yet. I'm beginning to feel "borked" Smiley Sad

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

I've been messaging the Admins all morning so they're trying figure out what's happening, but nothing "official" yet. I'm beginning to feel "borked" Smiley Sad

___________________________________________________________

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: Activation Nightmare still not over!

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Mar 18, 2014 11:46:28 AM
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ACE - Master

I'm still working with the Admins on the activation issue so as soon as I hear anything, I'll post it.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

I'm still working with the Admins on the activation issue so as soon as I hear anything, I'll post it.

___________________________________________________________

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 GPS Location error Wont activate

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Mar 18, 2014 12:25:28 PM
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Teacher
Couldnt have said it better myself! AT&T refuses to admit fault and only gives vague and generic answers. They are "looking into it" or are "researching the problem" etc. but nothing actually real. No light at the end of the tunnel either. Just a faint hope that one day we will wake up to working microcells. I again took my microcell to my neighbors house down the road less than 1/4 mile and it WORKED! Activated and everything. We even changed some addresses and such and it worked like a charm. He also has a microcell and hasnt had any problems. Ive checked, checked, rechecked, and checked again my connections and such, there is simply nothing that I can see to do to fix it. I have a Linksys EA3500 router, not sure if that would help anything, but its more information. And Im sorry, but I have got to say that the service is just TERRIBLE! Well I send them a PM and much like the reps that I talk to when I call in they all tell me they are going to call me sometime the next day or whatever... I usually end up getting a voicemail from them because... DUH I didnt have service when they called! And of course WE CANNOT CALL THEM BACK! WHAT THE HECK?!?!?!? Our only option is to call the regular tech support number, get some fresh out of training employee, explain our situation for the umpteenth time, only to have this newbie employee ask us "Have you tried unplugging it and plugging it back in?" I know, I know they have a script, etc. but still there should clearly be a way for us to call the backend people back. Perhaps like paypal does with a temporary code you must have to get through their automated system. Because yes, I can forsee the problems if they just opened up their higher level tech support numbers to the public. Not to mention it takes customercare about 8-14 hours to even read my message. AT&T you clearly have a case of failure on YOUR network. We all know about it, it has become obvious. I do understand things take time and such, but just hoping that by dumb luck I have service (and time to talk) when they call in this 24-48 hour window is just sub-par.
Couldnt have said it better myself! AT&T refuses to admit fault and only gives vague and generic answers. They are "looking into it" or are "researching the problem" etc. but nothing actually real. No light at the end of the tunnel either. Just a faint hope that one day we will wake up to working microcells. I again took my microcell to my neighbors house down the road less than 1/4 mile and it WORKED! Activated and everything. We even changed some addresses and such and it worked like a charm. He also has a microcell and hasnt had any problems. Ive checked, checked, rechecked, and checked again my connections and such, there is simply nothing that I can see to do to fix it. I have a Linksys EA3500 router, not sure if that would help anything, but its more information. And Im sorry, but I have got to say that the service is just TERRIBLE! Well I send them a PM and much like the reps that I talk to when I call in they all tell me they are going to call me sometime the next day or whatever... I usually end up getting a voicemail from them because... DUH I didnt have service when they called! And of course WE CANNOT CALL THEM BACK! WHAT THE HECK?!?!?!? Our only option is to call the regular tech support number, get some fresh out of training employee, explain our situation for the umpteenth time, only to have this newbie employee ask us "Have you tried unplugging it and plugging it back in?" I know, I know they have a script, etc. but still there should clearly be a way for us to call the backend people back. Perhaps like paypal does with a temporary code you must have to get through their automated system. Because yes, I can forsee the problems if they just opened up their higher level tech support numbers to the public. Not to mention it takes customercare about 8-14 hours to even read my message. AT&T you clearly have a case of failure on YOUR network. We all know about it, it has become obvious. I do understand things take time and such, but just hoping that by dumb luck I have service (and time to talk) when they call in this 24-48 hour window is just sub-par.

Re: Activation Nightmare still not over!

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Mar 18, 2014 12:41:13 PM
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ACE - Master

Your message has been copied and pasted in it's entirety and sent to the Admins.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

Your message has been copied and pasted in it's entirety and sent to the Admins.

___________________________________________________________

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: Activation Nightmare still not over!

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Mar 18, 2014 12:52:05 PM
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Thanks Otto Smiley Happy Glad to see you again. When I brought it back from my neighbors I just plugged it in here... Well it didnt go red it just flashes green (3G Light). Not sure if that is an improvement or not but at least its different lol! I was hoping that it would flash and I could still use it, no such luck Smiley Sad
Thanks Otto Smiley Happy Glad to see you again. When I brought it back from my neighbors I just plugged it in here... Well it didnt go red it just flashes green (3G Light). Not sure if that is an improvement or not but at least its different lol! I was hoping that it would flash and I could still use it, no such luck Smiley Sad

Re: Activation Nightmare still not over!

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Mar 18, 2014 1:31:19 PM
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Tutor

I am also having the same problem.  The Microcell has not worked for a couple days. I've had the Microcell for a few years with no problems with it before.  I called ATT today and they walked through some unplugging etc. and then said he would re-enter everything and it should be activated in 90 minutes.

 

I got the email a bit ago saying the address does not match the GPS location and it could not be activated.  I also do not have any cell phone service at my home and really need that Microcell.

 

I saw in this thread it was suggested to PM customer service so I went ahead and did that.  My internet is TDS Telecom.

I am also having the same problem.  The Microcell has not worked for a couple days. I've had the Microcell for a few years with no problems with it before.  I called ATT today and they walked through some unplugging etc. and then said he would re-enter everything and it should be activated in 90 minutes.

 

I got the email a bit ago saying the address does not match the GPS location and it could not be activated.  I also do not have any cell phone service at my home and really need that Microcell.

 

I saw in this thread it was suggested to PM customer service so I went ahead and did that.  My internet is TDS Telecom.

Re: Microcell says address is wrong on GPS!! HELP!

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Mar 18, 2014 2:12:16 PM
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ACE - Master

What went red? The power light initially?

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

What went red? The power light initially?

___________________________________________________________

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: Activation Nightmare still not over!

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Mar 18, 2014 2:17:19 PM
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ACE - Master

Where are you located? The Admins are keenly aware of this because I've been keeping them in the loop. The idea is that if engineering/support not only hears about this from the customers but are also hearing it from within AT&T that they will work harder at trying to figure out what is going on. This appears to be a regional issue because we haven't seen any reports, yet, on the West Coast so I'm not sure what that means. My MicroCell is going on three years and hasn't missed a beat.

 

I will update everyone when, and if, I hear anything. You did the right thing by pm'ing CustomerCare. That is usually a quicker and more efficient way of getting someone higher up the support chain to look at your issue. Do keep in mind though that the more "written" complaints CustomerCare gets, the response may be a bit slower due to the volume.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

Where are you located? The Admins are keenly aware of this because I've been keeping them in the loop. The idea is that if engineering/support not only hears about this from the customers but are also hearing it from within AT&T that they will work harder at trying to figure out what is going on. This appears to be a regional issue because we haven't seen any reports, yet, on the West Coast so I'm not sure what that means. My MicroCell is going on three years and hasn't missed a beat.

 

I will update everyone when, and if, I hear anything. You did the right thing by pm'ing CustomerCare. That is usually a quicker and more efficient way of getting someone higher up the support chain to look at your issue. Do keep in mind though that the more "written" complaints CustomerCare gets, the response may be a bit slower due to the volume.

___________________________________________________________

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 says address is wrong on GPS!! HELP!

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Mar 18, 2014 3:06:05 PM
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No my 3G light that usually goes red stayed flashing green. Like I said to test I took it to my neighbors again and activated it. Shortly after I posted AT&T called me and said they saw I was connected and "no longer affected by the outage" sadly I had to inform them that I had taken it to the neighbors where it originally worked. So when I brought it home, I did NOT do the activation process or anything, I just plugged it up. Well now, rather than 3G light going red like it used to, it just flashes green. The rep told me this is because the Microcell "cannot connect back to their servers". Ive power cycled the router, modem, and microcell and still the 3G light continues to flash green. So there has been a change, instead of powering up and starting to go red, the 3G light now just sits there and flashes green. The tech advised me not to do the reactivate online so Im just sitting here looking at it waiting Smiley Happy
No my 3G light that usually goes red stayed flashing green. Like I said to test I took it to my neighbors again and activated it. Shortly after I posted AT&T called me and said they saw I was connected and "no longer affected by the outage" sadly I had to inform them that I had taken it to the neighbors where it originally worked. So when I brought it home, I did NOT do the activation process or anything, I just plugged it up. Well now, rather than 3G light going red like it used to, it just flashes green. The rep told me this is because the Microcell "cannot connect back to their servers". Ive power cycled the router, modem, and microcell and still the 3G light continues to flash green. So there has been a change, instead of powering up and starting to go red, the 3G light now just sits there and flashes green. The tech advised me not to do the reactivate online so Im just sitting here looking at it waiting Smiley Happy

Re: Activation Nightmare still not over!

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Mar 18, 2014 3:22:23 PM
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ACE - Master

If your 3G light was ever red, that usually indicates a system failure. But, it could also indicate that an update was sent and your MicroCell didn't properly reset itself and it thinks its a system failure. Why that would happen at your house and not  your friend's house is a mystery unless there is something slightly different about your ISP connections or you are in a different Service Area and there is something amiss with your Service Area, either MicroCell or ISP.

 

RG stands for Residential Gateway (modem) if you're the one who asked.  Trying to keep my help straight between posters Smiley Sad

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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

If your 3G light was ever red, that usually indicates a system failure. But, it could also indicate that an update was sent and your MicroCell didn't properly reset itself and it thinks its a system failure. Why that would happen at your house and not  your friend's house is a mystery unless there is something slightly different about your ISP connections or you are in a different Service Area and there is something amiss with your Service Area, either MicroCell or ISP.

 

RG stands for Residential Gateway (modem) if you're the one who asked.  Trying to keep my help straight between posters Smiley Sad

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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.

Re: Activation Nightmare still not over!

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Mar 18, 2014 3:41:57 PM
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No I didnt ask about the gateway lol. Yes the light went red when this whole thing started months ago. And when it goes red I get the gps error I copy pasted in original post in this thread. The thing is we have use 3 different microcells, all 3 did the identical thing. Red light and GPS error.

 

I agree it is possible with ISP but that is a big stretch. We have the same ISP and same modem, etc. And we have been in much contact with ISP and they have confirmed everything they could.

 

I dont know as much as you do, nor can I match you in experience. But there really is only 1 logical explanation here. The coordinates that the microcell reports at my friends house are different than the ones reported at my house (as they should be of course). The system is rejecting my coordinates. That is legit the only thing thats different from my friend's house. I will likely never know how it worked for around 8 months before just going down one day, but it did. And I am just lost. Smiley Sad

No I didnt ask about the gateway lol. Yes the light went red when this whole thing started months ago. And when it goes red I get the gps error I copy pasted in original post in this thread. The thing is we have use 3 different microcells, all 3 did the identical thing. Red light and GPS error.

 

I agree it is possible with ISP but that is a big stretch. We have the same ISP and same modem, etc. And we have been in much contact with ISP and they have confirmed everything they could.

 

I dont know as much as you do, nor can I match you in experience. But there really is only 1 logical explanation here. The coordinates that the microcell reports at my friends house are different than the ones reported at my house (as they should be of course). The system is rejecting my coordinates. That is legit the only thing thats different from my friend's house. I will likely never know how it worked for around 8 months before just going down one day, but it did. And I am just lost. Smiley Sad

Re: Activation Nightmare still not over!

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Mar 18, 2014 3:41:58 PM
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I am in north Georgia.  Thanks for your help!

I am in north Georgia.  Thanks for your help!

Re: Microcell says address is wrong on GPS!! HELP!

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Mar 18, 2014 5:13:40 PM
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ACE - Master

I'm just trying to rule everything out, and keep it all straight between you and the other 5 or 6 I'm trying to help (as well as Avedis53).

 

I'm thinking that the 3G light going red initially was the MicroCell getting confused on the GPS/physical address and just "broke" for want of a better term. Blinking green 3G light probably means that "half" of the verification went thru then the system just hangs during the matching phase.

 

Try putting in your neighbor's address, or did we try that already, and see if that works. That may give you temporary service until AT&T can figure this out.

 

I do believe that there is a glitch somewhere in the verification system and AT&T's IT folks are going to have to isolate and fix. All I can tell you is that AT&T is KEENLY aware of this and is scrambling to get a fix but obviously not fast enough.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

I'm just trying to rule everything out, and keep it all straight between you and the other 5 or 6 I'm trying to help (as well as Avedis53).

 

I'm thinking that the 3G light going red initially was the MicroCell getting confused on the GPS/physical address and just "broke" for want of a better term. Blinking green 3G light probably means that "half" of the verification went thru then the system just hangs during the matching phase.

 

Try putting in your neighbor's address, or did we try that already, and see if that works. That may give you temporary service until AT&T can figure this out.

 

I do believe that there is a glitch somewhere in the verification system and AT&T's IT folks are going to have to isolate and fix. All I can tell you is that AT&T is KEENLY aware of this and is scrambling to get a fix but obviously not fast enough.

___________________________________________________________

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: Activation Nightmare still not over!

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Mar 18, 2014 5:19:09 PM
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ACE - Master

Thanks. I've notified the Admins so they are aware of you. I do believe that there is something amiss with the validation/verification system in that the GPS coordinates confirm that you are in a MicroCell Service Area but when the system goes to match that with what's in the database for your physical address, the system hangs, hence the blinking green 3G light. The fix will probably have to come from AT&T's IT department and unfortunately that's going take time to isolate, fix, and make sure it doesn't break again. That's about all I'm allowed to tell you right so just hang in there.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

Thanks. I've notified the Admins so they are aware of you. I do believe that there is something amiss with the validation/verification system in that the GPS coordinates confirm that you are in a MicroCell Service Area but when the system goes to match that with what's in the database for your physical address, the system hangs, hence the blinking green 3G light. The fix will probably have to come from AT&T's IT department and unfortunately that's going take time to isolate, fix, and make sure it doesn't break again. That's about all I'm allowed to tell you right so just hang in there.

___________________________________________________________

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 says address is wrong on GPS!! HELP!

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Mar 18, 2014 7:10:32 PM
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I was getting the same error when I tried to activate mine for first time. I also have a neighbor that lives about 1/4 mile away that uses a microcell. I added that to my address list and about 10 mins later got a text saying it was good to go.
I had also tried some addresses closer to me but they never worked.
I was getting the same error when I tried to activate mine for first time. I also have a neighbor that lives about 1/4 mile away that uses a microcell. I added that to my address list and about 10 mins later got a text saying it was good to go.
I had also tried some addresses closer to me but they never worked.

Re: Activation Nightmare still not over!

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Mar 18, 2014 7:12:26 PM
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ACE - Professor

@ Otto - another example of AT&T's borked activation/GPS reconciliation problem.

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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

@ Otto - another example of AT&T's borked activation/GPS reconciliation 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: Activation Nightmare still not over!

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Mar 18, 2014 7:15:03 PM
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Will also add my 3g bars never went solid red. They would always be blinking green during the process and then change to blinking red about 10 mins later when thing failed with that error
Will also add my 3g bars never went solid red. They would always be blinking green during the process and then change to blinking red about 10 mins later when thing failed with that error

Re: Activation Nightmare still not over!

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Mar 18, 2014 7:43:53 PM
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ACE - Master
Edited by OttoPylot on Mar 18, 2014 at 7:45:28 PM

Avedis53 wrote:

@ Otto - another example of AT&T's borked activation/GPS reconciliation problem.


Yep. I'm on it Chief. You should see the list I've accumulated for the Admin. Wish I could go into detail but suffice it to say that AT&T is not happy and is really working on a resolution.

 

Trying to get me to use "borked" again are ya?

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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


Avedis53 wrote:

@ Otto - another example of AT&T's borked activation/GPS reconciliation problem.


Yep. I'm on it Chief. You should see the list I've accumulated for the Admin. Wish I could go into detail but suffice it to say that AT&T is not happy and is really working on a resolution.

 

Trying to get me to use "borked" again are ya?

___________________________________________________________

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: Activation Nightmare still not over!

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Mar 19, 2014 10:08:18 AM
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I have had the same issue since 3/13/14. I've talked with numerous customer support reps. I am in ROLLA, MO, my ISP is CenturyLink. We've had this 3g microcell since late Dec 2013. On 3/13/14, when I received a call back, the rep that called me stated this: Known issue that they're working with internet providers to resolve the issue and suggest power cycle of the 3G microcell every 24 hrs. No ETA on when this issue will get resolved. It's a problem on their side and the internet service providers. Having said that, I've been power cycling the 3g unit at least once a day, sometimes, more. I was not home yesterday, or I would have called. I called again today, and the rep found out the following: - my address was my mailing address, not my physical location so when the rep deactivated / reactivated the physical location was not correct. - today's rep put in the correct location and started the process over - yet again along with pressing the hard reset button and power cycling my computer 2-wire modem AND the 3g unit. I still get a blinking RED 3g set of lights, but the top 3 lights (power, ethernet, and gps) are solid green. I am frustrated beyond belief with not having the 3g working. I am in a rural area and things were fine until 3/13. I added to this post hoping it will help to get this resolved. I like the 3g -- when it works -- and I get frustrated with no calls, no texts (or 3 hrs to a day later to get a text). Annoying is not even close to how this feels - frustrated, and I feel I have no recourse. I would LOVE clear updates. I'm a technical person and understand VoIP, etc, but I don't like it when things cannot be resolved in a timely manner. On the activation in progress window it shows this error: FTC232: Your MicroCell was unable to obtain a GPS signal to report its position. Please attempt to move your MicroCell within 3 feet of a window with a clear, unobstructed view of the sky. Once you have moved the device, wait 60 minutes for your GPS light to turn solid green. In rare instances it may take up to 24 hours. If the problem persists after 24 hours, please call AT&T Customer Service at 1-800-331-0500. on the page to manage my unit is says: FTC224: Your MicroCell was unable to obtain a GPS signal to report its position. Please attempt to move your MicroCell within 3 feet of a window with a clear, unobstructed view of the sky. Once you have moved the device, wait 60 minutes for your GPS light to turn solid green. In rare instances it may take up to 24 hours. If the problem persists, please call AT&T Customer Service at 1-800-331-0500. I just want this fixed. What is the issue?? What is the ETA, etc.
I have had the same issue since 3/13/14. I've talked with numerous customer support reps. I am in ROLLA, MO, my ISP is CenturyLink. We've had this 3g microcell since late Dec 2013. On 3/13/14, when I received a call back, the rep that called me stated this: Known issue that they're working with internet providers to resolve the issue and suggest power cycle of the 3G microcell every 24 hrs. No ETA on when this issue will get resolved. It's a problem on their side and the internet service providers. Having said that, I've been power cycling the 3g unit at least once a day, sometimes, more. I was not home yesterday, or I would have called. I called again today, and the rep found out the following: - my address was my mailing address, not my physical location so when the rep deactivated / reactivated the physical location was not correct. - today's rep put in the correct location and started the process over - yet again along with pressing the hard reset button and power cycling my computer 2-wire modem AND the 3g unit. I still get a blinking RED 3g set of lights, but the top 3 lights (power, ethernet, and gps) are solid green. I am frustrated beyond belief with not having the 3g working. I am in a rural area and things were fine until 3/13. I added to this post hoping it will help to get this resolved. I like the 3g -- when it works -- and I get frustrated with no calls, no texts (or 3 hrs to a day later to get a text). Annoying is not even close to how this feels - frustrated, and I feel I have no recourse. I would LOVE clear updates. I'm a technical person and understand VoIP, etc, but I don't like it when things cannot be resolved in a timely manner. On the activation in progress window it shows this error: FTC232: Your MicroCell was unable to obtain a GPS signal to report its position. Please attempt to move your MicroCell within 3 feet of a window with a clear, unobstructed view of the sky. Once you have moved the device, wait 60 minutes for your GPS light to turn solid green. In rare instances it may take up to 24 hours. If the problem persists after 24 hours, please call AT&T Customer Service at 1-800-331-0500. on the page to manage my unit is says: FTC224: Your MicroCell was unable to obtain a GPS signal to report its position. Please attempt to move your MicroCell within 3 feet of a window with a clear, unobstructed view of the sky. Once you have moved the device, wait 60 minutes for your GPS light to turn solid green. In rare instances it may take up to 24 hours. If the problem persists, please call AT&T Customer Service at 1-800-331-0500. I just want this fixed. What is the issue?? What is the ETA, etc.

Re: Activation Nightmare still not over!

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Mar 19, 2014 10:26:22 AM
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ACE - Master

Rural areas are difficult at times because  the physical address of the house is not in the current locational database. That being said, you had service before with no issues so your address was fine. This seems to be isolated west of the Rockies because we aren't having these issues on the West Coast (Wash. to Calif.), or at least none have been reported. My feeling is that something happend to the AT&T locational database and it's taking AT&T's IT Department longer to isolate and repair than expected.

 

Support is very much aware of this because I've been working with them on a daily basis and believe me, they want to get this resolved as soon as possible but the machine moves slowly. That doesn't help you or the others affected but they are trying to get it fixed asap. Please send a PM to CustomerCare (link in my sig) with all of your details, and location. I will forward your post to the Admins as well so we can sort of take a two-pronged approach at this. All I can say (or am allowed to say) is hang in there. AT&T really is working on this.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

Rural areas are difficult at times because  the physical address of the house is not in the current locational database. That being said, you had service before with no issues so your address was fine. This seems to be isolated west of the Rockies because we aren't having these issues on the West Coast (Wash. to Calif.), or at least none have been reported. My feeling is that something happend to the AT&T locational database and it's taking AT&T's IT Department longer to isolate and repair than expected.

 

Support is very much aware of this because I've been working with them on a daily basis and believe me, they want to get this resolved as soon as possible but the machine moves slowly. That doesn't help you or the others affected but they are trying to get it fixed asap. Please send a PM to CustomerCare (link in my sig) with all of your details, and location. I will forward your post to the Admins as well so we can sort of take a two-pronged approach at this. All I can say (or am allowed to say) is hang in there. AT&T really is working on this.

___________________________________________________________

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: Activation Nightmare still not over!

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