Help! My MicrcoCell Doesn't Work!

[OttoPylot]

Help!  My Microcell Doesn't Work!

by @OttoPylot

Recipient of the Award for Community Excellence in 2012, 2013, 2014, 2015 and 2016

“My MicroCell doesn’t work” is the most common complaint that we see on the MicroCell Forum. Unfortunately, that doesn’t give us much to work with because we don’t know what’s not working.  There can be lots of reasons why your MicroCell has “stopped working” so the following are some of the more common issues. A more detailed description is given in my Tech Guide on how the MicroCell works, common issues, and potential fixes.

First and foremost, there is no functional difference between the older, white MicroCell and the newer, black model.  Both are still 3G and the only real differences are the loss of the Computer port, external antenna port, and a smaller footprint on the black model. A new MicroCell more than likely will not correct any issue(s) you may be experiencing.

LED Light Pattern

Letting us know which LED is flashing, and the color, helps us diagnose what the problem may be and which troubleshooting methods we should try first.

White MicroCell LED’s, top to bottom: Power, Ethernet, GPS, Computer, and 3G.

Black MicroCell LED’s, top to bottom: 3G, GPS, Ethernet, and Power.

A flashing green 3G light indicates a failed update, a hardware failure, or something is blocking access to the AT&T Mobility Servers.

A flashing red 3G light indicates a failed location check.

The AT&T MicroCell documentation is a bit misleading on the flashing red 3G light in that it just states that “there may be a problem with your device”.

The Power and Ethernet LED’s should always be a solid green. The GPS LED will flash green while it is performing a location check and then turn solid green once the location check is completed. That doesn’t mean that the location was verified, it’s just an indicator of the progress of the location check.

The LED’s may turn a brief yellow while they are changing status’s but they should quickly turn to green or red.

AC Adapter

We get many rolled eyes when we suggest that the ac adapter could be the source of a problem. This is especially true if you’ve been using the same MicroCell for a couple of years and suddenly start experiencing issues. If the adapter starts failing to deliver the correct output, 12VDC, issues will occur if adequate power is not being delivered to the board and/or the radios. That can result in quite a few seemingly unrelated issues.

To check the ac adapter, test it with a voltmeter. It should read 16VDC +/- 0.5 with no load. The reading should be higher than the stated output because the voltage will drop a bit once the load is applied and you must make sure that the 12VDC is being met and delivered reliably. A really high no load reading can damage the MicroCell because too much voltage is being applied. Damaged MicroCells can not be repaired.

Internet Service Provider (ISP)

This is the most difficult issue that we encounter and one that is the most sensitive. We ask for the ISP of the user because we must make sure that the internet service provided is not satellite or wireless broadband. Many customers assume internet access is the same across all platforms and so fail to mention what kind of service they have. The MicroCell is designed exclusively for land-based service, which is DSL, fiber, or cable. It is not designed for satellite or wireless broadband. AT&T states as much in their literature and will not support those types of connections.  The MicroCell can work with satellite and/or wireless broadband but it is not reliable for various technical reasons regardless of what the service provider claims. You can have reliable service for a long time and then all of a sudden start to experience problems, none of which AT&T Support or us can help you with.

Router Requirements

This is another sensitive area but is critical for the proper operation of the MicroCell. The MicroCell is basically a dumb device that just passes voice data back and forth. It is a closed system so unlike a router, where one can tweak and make changes, the MicroCell is a closed system with no changes or modifications possible. The minimum router requirements are given in my Tech Guide and on page 23 of the MicroCell Users Guide (DPH-154) under Firewall Settings. The requirements are fairly basic so most ISPs should have no difficulty meeting them. However, if your ISP supplies you with a router, modem, or gateway, you must make sure that it is not custom configured for your ISP with settings that may not be compatible with the MicroCell. AT&T cannot force an ISP to open ports that the ISP has closed for “security” reasons so unfortunately you must work with your ISP and not AT&T.

We also get many questions on how to check and/or configure routers for optimal MicroCell use. This is another area that we really can’t help you with. The reason being is that there are just too many routers/gateways available, with different firmware versions, customer setups, etc. for us, or AT&T to keep up with. It may sound harsh but we don’t want to be responsible for modifying a customer’s internet connection. That responsibility is between the customer and their ISP or device hardware manufacturer.

MicroCell issues can be either reported by phone or chat to AT&T Support, ATTMobilityCare (preferred), or posted here in the community.  If you can supply us with the basic information as indicated above the quicker we can hopefully get a resolution to you. If you choose to send a private message to ATTMobilityCare, please include a detailed description of your issue, what has been done to correct it, any trouble ticket numbers assigned to you, your account info, the best way for them to contact you, and your location.

OttoPylot

Recipient of the Award for Community Excellence in 2012, 2013, 2014, 2015 and 2016

MicroCell Technical Guide by Otto Pylot

[cbthompson]

Great short and quick guide to manage your Microcell.

[KevinRC]

@OttoPylot,

I'm always astonished by your level of knowledge around MicroCell; and this guide really highlights just how much of an expert you are. You knocked it out of the park!

Thank you for putting together this amazing guide! I know I speak for both our customers and our internal AT&T folks when I say how much this is truly appreciated.

[ATTTimCS]

Hey @OttoPylot,

Thank you again for your amazing support.  You not only help the community every day, but I know we rely on you as well for your knowledge and passion.

Such a great thread as always!  Concise, but filled with invaluable info.

Tim, AT&T Community Specialist

[LindaBu]

@OttoPylot

Thank you, thank you, thank you!!!

My MCell was blinking, yet working (?), but nothing helped until I followed your advice of changing out the power plug. Now I have a happy, unblinking, MicroCell!

Thank you for sharing your incredible MicroCell knowledge with us!

In case others read this and wonder about where to find a replacement plug.. I happened to have a 12W universal adapter that I purchased from Amazon. 

[OttoPylot]

@LindaBu - Your very welcome. Glad it helped.

[ludsco]

great work! can you tell me how to delete microcell from my network operators in settings? im in a no service area and rep assured me this would work, but failed to ask if i had satellite internet! i have since unplugged the microcell and deleted all #'s associated with it. now i cant wifi text or call, at all...thanks for your help. i have a galaxy s6 active

[OttoPylot]

@ludsco - sorry I'm late in responding. If you want to delete your MicroCell you need to go to your myAT&T MicroCell Settings page and Delete. That removes the MicroCell serial number from your cellular account so you can sell the MicroCell if you want and the buyer can reactivate it under their account. If you have satellite internet the MicroCell may work but is not reliable and that's why AT&T does not support that type of internet service. 

If your MicroCell is disabled (powered off) your phone can not see the 3G signal and won't attempt to connect to it. For WiFi-C (WiFi Calling) you'll need to enable that on the S6 and then the quality of the connection will be dependent on your WiFi signal has has nothing to do with the MicroCell. Leave WiFi enabled on your phone, which is separate from WiFi-C. Some phones will handle WiFi-C and SMS/MMS better than others, but that's a function of the phone and OS.

[peterdee]

I'm at wits end with my microcell as its not worked in several months. ATT replaced my microcell three times with new black ones. I've deleted and registered it at least 25 times as did ATT online techs not to mention spending perhaps 30+ hours on the phone or chat with Att techs The unit has been plugged, unplugged, reset 5o+ times. Registration online never even lights up one status bar. Im certain it has something to do with my ISP, Frontier FIOS. About the same time I got Frontier the microcell stopped working. I had it for two years prior and it worked, albeit hit & miss, but it worked. I contacted Frontier several times but they refuse to discuss this issue because they didn't furnish it and all they say good luck. I'm not in a position to upgrade my iPhone 5  for newer models which do not need the microcell.  I use mac computers and reviewed your suggested network settings but I do not see those editable on my mac's network settings. All my computers, upends phones get wifi but not the microcell. Is there anything else I can do? Its been terribly frustrating.

Thanks

[OttoPylot]

@peterdee - your Mac has nothing to do with the MicroCell. The network settings are in your router that you use to connect to Frontier. If you are using Frontier-supplied hardware to connect it could be that they are configured specifically to work with Frontier's network which may not be compatible with the required router settings for the MicroCell.

Frontier's response is not surprising as they, and most carriers, will not help MicroCell customers because it's not their service/product. This is especially true if the ISP offers their own version of VoIP. We have had quite a few complaints from Frontier customers with the same issue. Frontier is having some issues right now so it's probably a network configuration that they are unwilling to look into because as long as you have internet service, there is nothing wrong.

There is nothing that AT&T can do to force another ISP to play nice. Most of the time, the required port settings are open and configured correctly so there is nothing to do but even then, if your line conditions aren't sufficient for VoIP (too much jitter, noise, etc) you will have call quality issues even if your internet is fine.

In the future, if you have any MicroCell questions, it would be best if you post them in the MicroCell Forum because it may help others.

[tracker1304]

I have deactivated and reactivated the microcell per your instructions. All lights are green. However, I'm not getting anything on either phone (5S or 7 iphone). Last night everything was fine. This morning - nothing.

[OttoPylot]

@tracker1304 - please post your question in the Microcell Forum. It's easier to answer your questions and the answers may be useful to others who post there with a similar issue.

[bilbur]

Hope you can help me.

I only get service at my my home via microcell.

It quit 2 weeks ago. I reset it several times, I get a power light an ethernet light, but no satellite light or signal strength light (ever).

I called AT&T tech support and it is a joke.  45 minutes of sales pitch then transferred to a "tech" who was obviously reading from a script.

can the device be tested in some way? I loged in to our account and  the device IS activated, it just does not work.

Router settings have anything to do with it?

Thanks for any and all suggestions

[OttoPylot]

@bilbur - as I mentioned above, it's best if you post your questions to the MicroCell forum and not here. That makes it easier for others to follow the conversation and to get help as well. If you have a white MicroCell it could be a failing ac adapter. Did you follow the instructions above in my post for testing the adapter?

[bilbur]

Thanks for the reply. I thought I had joined the microcell forum ????
I did read your entire tech article. I don't understand much of it tho.
I went thru the entire re-registration process, but no luck. deleting
the numbers and the more complicated stuff is for rocket scientists, not
old guys who just want their phones to work at their own homes.
I guess my last resort is to get a newer phone that will just use the wifi.
I'm sure sick of AT&T tho.
Thanks again for the tech info.
B

[OttoPylot]

@bilbur - if you have a white MicroCell it could be that the ac adapter is starting to fail. How to check it is given in the Quick Tips (the document that begins this blog). There is no "button" to push to automatically fix all MicroCell issues, so a lot of troubleshooting needs to be done by the customer with our guidance. It could be as simple as replacing the adapter with one of the same rating if that is the problem. You never did say what kind of internet service you have (cable, DSL, fiber) and who it is with.

As far as the MicroCell Forum goes, what you are responding to here is my blog. The MicroCell Forum is found under the AT&T Forums Home -> Wireless -> Phones and Devices -> MicroCell

[GDGreer1]

Thanks for the Microcell Info Document.  It's very helpful.  However, I have a question focussing on GPS Lock.  I live in the mountains of Idaho where we get lots of snow, and as expected heavy cloud cover during the snow storms.  I read somewhere, that cloudy skies can affect reception of, I believe, the GPS signal.  Presently, I can not get a GPS signal, and am thinking that the clouds may be my problem.  I have ordered an external antenna from Amazon to plug into my DPH153 (White) microcell.  

Can this antenna, just placed inside the house hear a window, have a positive effect to my dilemma?   Any suggestions to the placement of the antenna.  It comes with a 25' cable.  Would it be possible to place this in the attic close to the roof?

[OttoPylot]

@GDGreer1 - the antenna may work but it's hard to say. If you can't get GPS lock with the main unit there's no guarantee that placing the antenna next to another window (which is where it's supposed to go ) will work. There's nothing magical about the external antenna other than it allows you to move the MicroCell closer to your router if your setup doesn't allow for the MicroCell to be closer to your router.

You also may want to check your ac adapter because we see lots of failures with the older white MicroCells after a few years. It could be that the adapter is not delivering enough consistent power to the radios. The power light is just an indicator that the unit is receiving power. It has nothing to do with the quality of the output or if it is sufficient.

Do keep in mind that the MicroCell was discontinued at the end of 2017 so official AT&T support will become less and less this year until AT&T shuts down the service completely. WiFI-C (WiFi Calling) is what we and AT&T recommend now if your phone is capable. If WiFi-C is not an option the only other option you have is either a cellular booster (I will be posting a Guide to that very soon) or switch to a carrier who offers better in-home coverage.

[bilbur]

If you are discontinuing the microcell service we need specific
instruction about how to use this wi-fi calling stuff.
(Not all of us are computer engineers or technicians, we just want
telephone service).

[bilbur]

By the way, AT&T sent me a new microcell last year! It solved my problem
immediately.
Whats up with AT&T customer service contacting me months later????
2 emails in 1 day

[OttoPylot]

@bilbur - there are lots of instructions on how to use WiFi-C (WiFi Calling). Just Google. However, you need to have a WiFi-C capable and an AT&T postpaid cellular account to use WiFi-C on AT&T's network.

Glad to hear that AT&T sent you a supposedly new MicroCell last year. It may have just been the ac adapter that was bad but, like all electronic devices that are kept on 24x7, the MicroCell itself can fail.

There are cellular boosters that can work very well so that's another option. I will be posting a link sometime next week on a Cellular Booster Guide that I wrote that will help explain what they can, and can not do, and how to check to see if one will work for you or not.

[GDGreer1]

My iPhone 5S doesn’t support Wifi Calling. Thanks.

[OttoPylot]

@GDGreer1 -  Only the iPhone SE and above support WiFi-C. I should have my Cellular Booster Guide available next week so you can take a look at that and see if something like that will work for you.

[BeachBum2017]

I read your instructions on troubleshooting the Mcell.  The issue I have might not be unique, but I haven't seen the exact same issue posted.  I moved from Texas to a rural area of Oklahoma.  My Mcell boots up and once completely booted, it flashes the red signal indicator on the top (I have the black Mcell).  I called the 800 number and spoke to two people who could barely understand my street address...grrrrr!  Long story short, my address was recently updated in the USPS national DB so it shows up as a valid address in that respect.  Of course, when I go to AT&T's Mcell website to update the address it doesn't show as valid.  So my first question is where do they pull address data from?  Second, I offered them my coordinates to locate me, and sadly, the AT&T rep didn't even know what coordinates were.  So, not sure if that is even an option, but 45 minutes into the call at this point and my head is spinning as the lady is struggling to spell a very common street name.  I finally gave up and had to hang up.  I have WiFi calling on my phone but the wireless router/modem combo unit is so weak I lose the signal moving to the next room.  I don't want to be forced to buy a router and mess with passing my signal through the new router.  

My ISP is a land-based and as far as the port being opened by them, I'll have to check into that, but at this point, with the address being my main hurdle I want to focus on where AT&T pulls addresses from.  I'm wondering if spending 2 hours (25 min adjusted for competent operators) is going to accomplish anything.  I'm not sure if I was talking to Tier 2 or not, all I know is I called the 800-331-0500 number and was transferred to the next person when I described my issue.  

Any help will be appreciated.  If you need additional info I'm happy to provide it.....oh, and no OKIE jokes, I'm a certified Texan through and through!

[OttoPylot]

@BeachBum2017 - no Oakie jokes. I'm a certified Californian now living in Oregon so no Left Coast jokes 

Rural area are very difficult because the locational databases that AT&T uses are not updated as often as they should. As you can imagine, that process alone, keeping up with new addresses, GPS coordinates, E911 is a monumental undertaking. A lot of time it's not just AT&T but the regional areas that feed the databases that are slow to update. As long as your local emergency services know where you are at as far as your GPS coordinates go, that's all they care about. Matching those GPS coordinates to a physical address and then uploading that to the database that AT&T has access to is a slow process. Keep in mind the physical address needs to match your GPS coordinates for E911, which is totally different from the USPS requirements for mail. That's an FCC requirement and one that AT&T needs to verify the physical location of the MicroCell.

At one time AT&T could do what was called a GPS Bypass, in that they would manually put in your GPS coordinates. However, that was only a temporary fix, because as soon as the MicroCell did a maintenance check at night, and attempted to verify your location by the received GPS coordinates from the MicroCell, you'd get a location verification error (flashing red or solid red GPS light).

WiFi-C also requires a valid location verification because of the FCC requirement for E911 but the method is different. Keep in mind that sales of the MicroCell were discontinued at the end of 2017. AT&T still supports the MicroCell but that too will be going away in the near future, as well as the service altogether, so start planning ahead now. What we are recommending now is WiFi-C. 

If you do have WiFi-C setup, then disable (power off the MicroCell) and see if your connectivity improves. Some phones have difficulty in knowing which to connect to, the MicroCell's 3G signal or your WiFi signal, so connection issues arise. Your options are limited at this point in time if WiFi-C doesn't work for you. The only other options available are a cellular booster, if you can get at least one or two bars of signal strength (see my Cellular Booster Guide, link is in my sig line), switch carriers, or possibly try Google Voice.

Who is your ISP and what kind of service do you have? It sounds like you may have to consider getting a more robust WiFi system in general and not rely on your ISP's supplied hardware. I've always used my own hardware because typically ISP-supplied hardware is not as robust and they push updates at times without notification and that can affect the minimum router requirements that are required by the MicroCell and listed in my Tech Guide (link is also in my sig line).

[BeachBum2017]

@OttoPylotThanks for the detailed information.  I think I'll start looking for a repeater to boost the wifi signal.  Good to know they're phasing out the Mcell towers.  I guess I'll get on the ball and sell it!!! 

[OttoPylot]

@BeachBum2017 - a repeater may help for your WiFi, and should get you a better signal in general for WiFi-C but it may only be marginal depending on how good the base unit (gateway) is. You might want to look into a better router, and depending on how large of an area indoors/outdoors you need to cover, something like a mesh WiFi system might even be better. You never did say who your ISP was and what your speeds were.

[BeachBum2017]

@OttoPylot I'm on Cherokee Communications. It's a small outfit in
Southeastern Oklahoma. I'm not at home to check the model/brand of
router/modem, but I can tell you it has little to no WiFi power, and since
we're in the sticks our speed is minimal. They have a fiber backbone but
copper feed to the house. We have a whopping.....wait for it.....7mb. I'm
dying out here at those speeds, but it's better than nothing.

[OttoPylot]

@BeachBum2017 - sounds like you might want to consider replacing their equipment with your own. DSL can be tricky if it's not installed carefully (line taps, corrosion at the connection points, etc). I had DSL as well for years with my MicroCell and had zero problems, but I installed a dedicated line myself from the MPOE to the inside of my house and used my own ADSL 2+ modem and, at that time, an Apple Airport Extreme Base Station (replacing a Linksys router) for the router/WiFi duties. It's also possible that you are not in a MicroCell Service Area and are just a tad bit too far from the nearest AT&T macrocell (tower). Even tho the MicroCell does not need a local tower to connect to, it does use the tower for handing off, location checks, MicroCell power adjustments, etc so that may be another reason why your location checks are failing.

[BeachBum2017]

@OttoPylot
When I built the house I ran 2 dedicated CAT6e lines to the MPOE. Unfortunately, the speed I'm getting is what was quoted...except the fact they advertised 8MB (MegaBYTES) so needless to say I was surprised when I ran a speed test and got 7mb(minus 1 for the HD Cable over 2 wire). But as we all know we're only as fast as our weakest link.

I do remember them allowing me to use my own router, so I might look into that. You're a wealth of knowledge, thanks for all your input, keep the ideas coming.

[OttoPylot]

@BeachBum2017 - you also might want to check your line quality by going to voiptest.8x8.com and running the test. You should run it at a couple of times during the day to get a good average picture of your line quality. I do have some instruction on interpreting the results in my Tech Guide but you can post them, or message me, and I'll take a look. If your line quality is poor, there is nothing that AT&T can do about that because that's all on your ISP side of things and they may or may not want to help you ("it's AT&T's problem, not ours"). 

I ran my own lines as well from the MPOE and connected one line directly to the room where the modem was so that there was nothing else sharing the line. I then filtered the house landline at the MPOE so I didn't have to hang the DSL filters on each landline phone.