3G MicroCell Loses Connection

3G MicroCell Loses Connection

I have a WF720 AT&T Wireless Home Phone, iPhone 5 and the AT&T 3G MicroCell.  Both the WF720 and iPhone5 lose connection with the 3G MicroCell.  If I reboot the MicroCell, they will reconnect.  However, somewhere during the day it will lose connection again and I’ll have to reboot the MicroCell (again) to re-establish a connection (some times 2-3 times a day).  Since we have limited AT&T coverage in our area, this is a real problem.  It seems to me to be the MicroCell since both of the AT&T wireless phones lose connection. 

 

I have Comcast as my ISP and get 25Mb down speed and 5Mb up speed.  The MicroCell is connected directly to my Linksys dual band router, which in turn is connected to my Motorola SB6120 Surfboard Cable Modem with DOCSIS 3.0.  It all works great as my home network with 4/ea iOS devices, DirecTV, wireless printers, PCs, etc.  When the WF720 and iPhone 5 lose their connection, I still have all lights “ON SOLID” at the 3G MicroCell unit.  It is a mystery to me.

 

If anyone can assist, I would appreciate your assistance.  Thank you.

Message 1 of 38 (9,314 Views)
Contributor

Re: 3G MicroCell Loses Connection

I have the exact same problem. My 2 iphone 5's lose connection every few minutes on the microcell.  My previous iphone4 and samsung phone worked flawlessly.  I've contacted customer care via email but so far no resolution.  As far as I can tell it's an issue with my new 4G lte phones being used on a 3g device. 

Message 16 of 38 (8,638 Views)
Highlighted
ACE - Master

Re: 3G MicroCell Loses Connection

[ Edited ]

rbourke wrote:

I have the exact same problem. My 2 iphone 5's lose connection every few minutes on the microcell.  My previous iphone4 and samsung phone worked flawlessly.  I've contacted customer care via email but so far no resolution.  As far as I can tell it's an issue with my new 4G lte phones being used on a 3g device. 


We have iPhone 5's (iOS 6.0.2) and don't have any issues. The MicroCell can only connect at 3G so the iPhone will change its connectivity based on the detected signal protocol. Just like when you are outside of the MicroCell range and  your phone switches from 3G/4G/LTE depending on the local tower configuration. I have read unconfirmed reports that some iPhones need to be "reset" by AT&T but I'm not sure exactly what that means. Sounds to me more like some sort of account tweaking than an actual phone reset. Try turning LTE off. If you've contacted (sent a PM) ATTCustomerCare and don't hear back in a couple of days, report back here.

 

What does the light pattern look like on the MicroCell? Are they all green or is any one light blinking green or red?

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 17 of 38 (8,634 Views)
Contributor

Re: 3G MicroCell Loses Connection

Did the microcell replacement resolve the issue?  I am experiencing the same scenario you described.  My replacement microcell is on the way. thanks.

Message 18 of 38 (7,707 Views)
ACE - Master

Re: 3G MicroCell Loses Connection

Let us know how the new (replacement) MicroCell works out.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 19 of 38 (7,690 Views)
Contributor

Re: 3G MicroCell Loses Connection

I am experiencing the same problem with my microcell and iPhones. I have to reboot both the microcell AND the phones so that the phone would pick up the microcell signal. Then it would drop the connection intermittently throughout the day. Is there a resolution to this yet or I would just have to ask AT&T for a microcell replacement? Thank you.
Message 20 of 38 (6,617 Views)
ACE - Master

Re: 3G MicroCell Loses Connection

Did your iPhones ever work consistently with the MicroCell? Which iPhones and iOS do you have? Are all of the lights on the MicroCell (Power, Interent (ethernet), GPS, and 3G) solid green or is any one of them blinking green when you notice your connection has been dropped? FWIW, my iPhone 5 stays connected all day long with our MicroCell, as well as the 3GS and old Samsung.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 21 of 38 (6,594 Views)
Contributor

Re: 3G MicroCell Loses Connection

I am having the same problem.  If I power off and then on the microcell my connection is fine for a day or two.  Then wont connect at all.  I have to reboot microcell and my network settings to reconnect.  This is a real pain and very time consuming.  If I dont connect I have one maybe two bars dropped calls.

 

Message 22 of 38 (6,482 Views)
ACE - Master

Re: 3G MicroCell Loses Connection

[ Edited ]

Ok. Different causes can ehxibit the same problem so can you be more specific in how you have your MicroCell setup, what the light pattern looks like on your MicroCell when it works and when it loses connection, and what kind of phone(s) you have? Is this a new MicroCell or one that you purchased second-hand?

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 23 of 38 (6,471 Views)
Voyager

Re: 3G MicroCell Loses Connection

[ Edited ]

It would have been nice if the OP had reported back about the exchanged unit. We have the same problem with our Iphone 5's (fully updated as of this post) and this AT&T micro cell 3G. AT&T was nice enough to give us the unit for free but it drops the phones frequently and never reconnects to them once out of range. We're going to exchange it for another but I fear the problem may be between the apple devices and these unit. If thats the case it may be time to ditch Apple and AT&T.

 

I'll report back this week regarding the replacement device. If the unit doesn't solve the problem we're switching to Verizon.

 

For those worried about cancellation fees due to a contract, AT&T cannot keep you locked in a contract if they are unable to provide the service for which they are charging you... even if their coverage map shows your area as covered. If they do charge you then contact the FCC. State that the service does not work and that they are unable/unwilling to fix it. Cell phone companies do not want too many FCC complaints so it's your best way out.

http://esupport.fcc.gov/complaints.htm

 

 

 

 

 

 

Message 24 of 38 (6,198 Views)
ACE - Master

Re: 3G MicroCell Loses Connection

Try to Reset Network Settings on your iPhone. That sometimes helps with the iPhones connecting. Disable Hand-off on your myAT&T account page and turn off LTE. Leave WiFi on on the  iPhone.

 

Are all the lights (Power, internet, GPS, and 3G) consistently a solid green on the MicroCell?

 

FWIW, we have an iPhone 3GS, 4, 5, and an old Samsung and no connection issues at all so the issue seems to be dependent on transmission strength from the MicroCell to the phone, the phone to the MicroCell, and the proximity of a tower (which affects the MicroCell's transmisson strength).

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 25 of 38 (6,183 Views)
Voyager

Re: 3G MicroCell Loses Connection

[ Edited ]







Otto Pylot wrote:

Try to Reset Network Settings on your iPhone. That sometimes helps with the iPhones connecting. Disable Hand-off on your myAT&T account page and turn off LTE. Leave WiFi on on the  iPhone.

 

Are all the lights (Power, internet, GPS, and 3G) consistently a solid green on the MicroCell?

 

FWIW, we have an iPhone 3GS, 4, 5, and an old Samsung and no connection issues at all so the issue seems to be dependent on transmission strength from the MicroCell to the phone, the phone to the MicroCell, and the proximity of a tower (which affects the MicroCell's transmisson strength).






We tried everything my friend. No matter what setting the IP5's wouldn't reconnect to the micro-cell once we left it's range. This was unacceptable because calls were dropped frequently. We have 14 acres out in the Country and while we may have up to 2 bars in the driveway with 4g at times, we never see more than one bar in our home and if we're lucky we have edge for a second or two. Obviously with a good WiFi signal data transfer isn't an issue in our home but using the telephone was. As it turns out there may have been an issue during the firmware updating process when we installed the first micro-cell. We were experience thunderstorm activity in our area that day and while everything seemed good, it wasn't. AT&T quickly exchanged the first micro-cell today and we setup the new device in a matter of minutes. I'm happy to report that we can in fact make phone calls from the replacement micro-cell and actually walk out to our driveway while on the phone and still remain connected while the phones switch to the tower yet be able to go back into our home and have the micro-cell reconnect to the devices without losing connection. AT&T's customer service has been well above my expectations and they were actually willing to let us out of our contract without penalty if the second micro-cell didn't work. I really didn't want to go droid or Verizon but my job requires me to be on call 24/7/365 and I made that clear to AT&T. They were very quick to help me resolve the problem so for that they deserve the recognition for it in my opinion. Disabling LTE was the only setting necessary with the new device.

Off topic....About 5 years ago I had T-mobile with a Samsung slider phone. This phone had the ability to connect to my home Wifi so that I could use it as a phone. Without that option my phone would have been useless. IMO I think it sucks that cell companies keep us from being able to VOIP on our devices because they want to make more $$$. I can understand from a limited data/minutes perspective but I have unlimited everything anyway and while AT&T did give us this micro-cell for free, if the IP5 could simply connect to my long range Wifi in the first place to send/receive calls, we wouldn't even be having this discussion...Just saying!

-Peace Smiley Happy

 

Message 26 of 38 (6,133 Views)
ACE - Master

Re: 3G MicroCell Loses Connection

I understand your frustration. The MicroCell, under the best of circumstances has a range of about  5,000 square feet but there are quite a few variables that can affect that. You might want to check out the MicroCell Technical Guide that I just posted to get a better idea of what's going on with the MicroCell (which is a VoIP device btw). It covers how the MicroCell connects and handing off isses. If you're not close to a tower (greater than 2 miles away) then as long as your internet connection is fast and solid, you should be getting very good MicroCell coverage but as soon as you walk outside and out of range, handing off becomes a problem if the tower is too far away. Disabling LTE works for some because of the hand off issue. Keep in mind that the iPhone (and all phones for that matter) set their transmission strengths in realtionship to what it detects from the MicroCell and some phones are just more roubust at that than others. I'm glad that you received good Customer Support because more times than not, what's reported here are less than happy campers with Support, so it's nice to hear something positive for a change.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 27 of 38 (6,091 Views)
Voyager

Re: 3G MicroCell Loses Connection

@Otto Pylot..I know the micro cell is a VOIP device, I just think it's silly to need it when the technology is there to allow the actual phone to communicate with my WiFi router/access points throughout the property. It's the cell phone carries that do not want the phones to do this because it has the potential to save the customers on minutes and data. What about WiFi sharing and opensource? There are some droid device that can be hacked to do this but the iphone cannot. I have a surveillance drone that I use to patrol my property that connects to the WiFi signal I have spread throughout my 14 acres. This is well above the range of this micro cell so while I can now enjoy the intermittent use of my cell phone in my home, I cannot down by our private lake. T-mobile has quietly offered WiFi capable cell phones since 2007 yet none of the other major carriers do. Instead we have a stand alone hardware based micro cell device that does what simple software could do if the big carriers actually cared about their customer base. Your tech guide is great for those that lack the understanding of how things work but I seriously doubt that these people could program a drone to fly around a 14 acre perimeter without failure. Forbes wrote a nice article about these AT&T micro cells and with all of the research I have conducted it looks like a 50% satisfaction number at best. Verizon is willing to give us a 30 day trial with new iphones to compare to our current AT&T plan. They are confident that we will leave AT&T and that we will have full use of our phones in our home and down by the lake. That is a hard offer to refuse even though we'll pay about $30 more per month for both phones.

-Peace

Message 28 of 38 (5,997 Views)
ACE - Master

Re: 3G MicroCell Loses Connection

I can't argue with your points becuase they are all vaild. WiFi voice for your situation sounds like the only viable alernative for you. I haven't seen the Forbes article so I can't comment on the satisfaction numbers but considering all of the variables involved in getting a femtocell to work in general (including Verizon's), 50% might not seem as bad as it appears. I'd take Verizon up on their offer and see. Maybe they have better tower coverage around your property so the WiFi would be moot.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 29 of 38 (5,989 Views)
Tutor

Re: 3G MicroCell Loses Connection

Hi.  Found this thread after google search of same issue.  I have had the Microcell for 3 or 4 years now, starting with an iphone 3S.  Worked ok and didn't seem to have an issue.  Have been struggling with it now with my iphone 5 for sometime now (same dropped connection issues) and almost threw the whole ATT thing out the window for a different/better provider.  It gets really annoying when I am standing RIGHT NEXT TO THE MICROCELL and not get a call, or if I am lucky to get one, it drops!

 

My Microcell is next to a window and has always been.  I have ATT extreme DSL (the fastest they offer), U-Verse and a bridged wireless N modem (too bad ATT didn't put a "n" chip in their U-verse modem, huh?) that covers the house well, so I am spending a heck of a lot of money to be getting such crappy service (did I mention the 3 cell phones too?).

 

I have read all the posts here and besides replacing the microcell, there doesn't seem to be much alternative...and even then it is a crap shoot if the replacement will work.  On another thread somewhere else, there was a post about disactivating the microcell then reactivating it...has anyone tried that?  Here is the best answer that seemed to work for users there:  "Apparently it's now been fixed, you need to deactivate and reactivate your Microcell which forces a software upgrade to it then toggle airplane mode on and off on your phone and you should be back in business."

 

Problem is, I can't find out where to deactivate the microcell in the setting page?  Anyone else have any working solution?  I'm about done with this issue...

 

Thanks

Message 30 of 38 (5,520 Views)
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