3G Microcell stopped working (maybe Insight/Time Warner recent merger in Kentucky)

Tutor

3G Microcell stopped working (maybe Insight/Time Warner recent merger in Kentucky)

I have had my Microcell for several months and it worked great.  A couple weeks ago it stopped working.  I have spent the better part of the last few days trying to fix and I need help.

 

Setup: Motorola SBG6580

Carrier: Time Warner Cable (TWC recently converted from Insight to TWC in Louisville)

 

Here is what I have done:

  •Registered and reregistered

•AT&T sent me a replacement Microcell (for free thank you)

•Tested the new one with same issue (all steps but 4 activation seem to happen all lights ok minus blink bars)

• Called AT&T they helped but no fix.  They said that port 4500 is blocked

• I called Time Warner and they were no help and said the connection is what it is and cannot change it nor are they blocking ports.  If they were blocking they could not revert.

• Change the modem to bridging mode and removed NAT and only had the 3G behind (no good)

• Bought new CAble Modem (bare bones not FW, NAT or Routing) still unable to activate.

• Took the 3G to my old hous in Louisville (3 miles away) connected to TWC at that location and registered.  Still same issue of not activating.

 

This is driving me crazy Smiley Happy  I have been a loyal AT&T customer for years and dont want to stop service becasue of no coverage.  Can anyone help here?

Message 1 of 121 (7,711 Views)

Re: 3G Microcell stopped working (maybe Insight/Time Warner recent merger in Kentucky)

I have the same exact problem.  About a week ago my AT&T 3G Microcell stopped working.  I have an Arris modem with an Apple Time Capsule router - service is 20 Mbps.  Prior to this it worked fine for about 5-6 months and I didn't change a thing with my home network.  One day while I was out of town I got a text message in the middle of the night saying that "Error 102 - the registered address does not match the actual device location.  Call AT&T for help".  It was actually on Nov. 15th at 1:22 AM.  Ever since I cannot get it to work after hours of phone calls with both AT&T and TWC.  They blame each other and I have no solution.  

 

I am located about 2 minutes from the Summit where 265 and 71 intersect - very close to Prospect and Ballardsville but I still have a Louisville mailing address. I too work from home and i have spent about 15+ hours troubleshooting and researching the problem and now that I have found this post it sure seems it is on either TWC's end or AT&T.  I'm going to have to ditch one of these service providers as this is screwing up my entire home office setup.  If anyone finds a solution I would be ecstatic.  

Message 31 of 121 (2,245 Views)
ACE - Master

Re: 3G Microcell stopped working (maybe Insight/Time Warner recent merger in Kentucky)

It's being worked on, seriously. TWC is huge but all of these problems seem to be localized to the 10 mile area or so around Prospect, KY. And all of the issues started around the same time, which if I understand correctly, was around the time that TWC merged or took over Insight.

 

Please, PM CustomerCare (link in my sig) with what your problem is, what you have done with phone support to correct it, your account info, and most importantly, your location. Phone support does log all complaints but PM'ing CustomerCare is more direct and a level or so above the phone people.

 

I will copy and paste your post to the Admins so we can work on it from that end as well. It is possible that whatever TWC had to do to incorporate Insight has now made them, at least in that area, incompatible with the way the MicroCell needs to communicate to the AT&T servers. I will post any pertitnent information as soon as it becomes available to me (and I'm told I can post).

___________________________________________________________

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 32 of 121 (2,229 Views)
Community Manager

Re: 3G Microcell stopped working (maybe Insight/Time Warner recent merger in Kentucky)

[ Edited ]

Hello, @gress007 , @jrdavis502 , @drake-2013 , and @ritzput !

 

As OttoPylot suggested, we will need you to send us a private message by clicking here so we can track theses issues and get them resolved as quickly as possible.

 

In your message, we'll need you to provide contact information and your account information.

 

Please let me know if you have any other questions or concerns!

 

-Mariana

Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 33 of 121 (2,223 Views)

Re: 3G Microcell stopped working (maybe Insight/Time Warner recent merger in Kentucky)

Sounds good - I sent them a message already.  Thanks for the input.  Hopefully we can get this fixed sooner or later.  

Message 34 of 121 (2,203 Views)
Tutor

Re: 3G Microcell stopped working (maybe Insight/Time Warner recent merger in Kentucky)

Group, thanks all for responding. I was able to talk to someone at TWC and they opened a priority ticket and escalated. I explained the issue (including others) and actually found someone that has heard of this before.

it will be 24 to 48 hours before I get an update. I will keep you all posted. If they fix it I will share the ticket number so you can call in too.
Message 35 of 121 (2,197 Views)
ACE - Master

Re: 3G Microcell stopped working (maybe Insight/Time Warner recent merger in Kentucky)

AT&T is also actively looking into this so that may be why TWC  is aware of the issue. I should be hearing something back from the Admins as well so as soon as I get any information, 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.
Message 36 of 121 (2,194 Views)

Re: 3G Microcell stopped working (maybe Insight/Time Warner recent merger in Kentucky)

This is to everyone who has posted this a message on this thread, is ready this thread, owns an AT&T microcell and has TWC for an ISP, or is thinking about buying an AT&T microcell and has TWC for an ISP:

 

I got a call from a tech support rep with AT&T yesterday. They had to call me back later in the day when I was home. The person who called me at home told me within 30 seconds of starting the conversation that there's nothing AT&T can do because its TWC's problem. I asked him to tell me what they (TWC) are doing that makes the microcell not function. He couldn't tell me. I asked him how he can say its TWC's fault if he doesn't know what they are doing. He said that AT&T has done everything they can so therefore, it must be TWC's fault. I FIND THIS A REDICULOUS EXPLANATION! I told him I realized that AT&T was giving up on finding a solution to the problem and asked for reimbursement of the cost of the microcell and I would give the microcell back. They refused to do this. I was handed off to a manager who has obviously been to one-too-many customer soft skills training courses and not enough technical skills training courses. She basically told me the same thing. She recommended trying to sell the mcell online. She made some other rediculous comments but since they really aren't related to the mcell problem I'll leave them out of this post.

 

I'm going to call TWC tonight and go over everything with them. If that doesn't work I'm done. I will be known as a FORMER AT&T customer. I'm amazed at the poor response. Dave Ramsey often refers to businesses (generically) have customer disservice departments. This experience underscores that comment.

 

So, if you have an AT&T mcell and TWC internet it doesn't look good. If you have been able to find a solution I'm all ears. I can be reached at rwademckiney@gmail.com. If you're thinking about getting a mcell to resolve poor at&t coverage and you have TWC for an isp, I recommend you don't. I'd hate for you to waste $200 and a whole bunch of time.

 

If TWC resolves the issue I will eat crow and post an update here.

 

Good luck to everyone.

 

 

Message 37 of 121 (2,178 Views)
Highlighted
ACE - Master

Re: 3G Microcell stopped working (maybe Insight/Time Warner recent merger in Kentucky)

I have an email out to the Admins on the TWC issue and am waiting a response. From what I've been told this is indeed a TWC issue for the KY areas affected. It possibly has something to do with the way they had to configure their network after the Insight merger and how they move VOIP calls across their network to AT&T's. AT&T has little conrol over how another network manages it's traffic. It's totally up to the originating network if they want to comply with another network's requirments. The odd thing is that TWC is huge, and I'm sure there are other MicroCell customers in other areas of the country and we haven't seen any issues reported from them so it appears to be localized to that one MicroCell Service Area in KY.

 

Unfortunatley, a lot of the technical information on outages etc are not shared with the phone support group, which I think is a big problem. But that's a management decision. So it's not uncommon for support to say I don't know because that's the truth, nobody has told them the technical reasons. If I hear anything back from the Admins, I will 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.
Message 38 of 121 (2,156 Views)

Re: 3G Microcell stopped working (maybe Insight/Time Warner recent merger in Kentucky)

Everyone please post in the TWC cable forums also to start to build a ground swell there also.

 

http://forums.timewarnercable.com/t5/Home-Networking/MicroCell-Not-Working-on-TimeWarner-Cable-ISP/m...

 

 

Message 39 of 121 (2,136 Views)
ACE - Master

Re: 3G Microcell stopped working (maybe Insight/Time Warner recent merger in Kentucky)

That's not a bad idea. But it wouldn't surprise me that you'll get a lot of AT&T-haters there posting just to post.

___________________________________________________________

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 40 of 121 (2,136 Views)
Tutor

Re: 3G Microcell stopped working (maybe Insight/Time Warner recent merger in Kentucky)

I just posted to TWC forum also.

Message 41 of 121 (2,123 Views)
Tutor

Re: 3G Microcell stopped working (maybe Insight/Time Warner recent merger in Kentucky)

I have talked to TWC on my ticket is now escalated to the Restoration Team.  They said I should hear back in the next 24-72 hours.  But I will call back tomorrow night Smiley Happy

Message 42 of 121 (2,121 Views)
ACE - Master

Re: 3G Microcell stopped working (maybe Insight/Time Warner recent merger in Kentucky)

I forwarded that link to the Admins so we'll see what happens.

___________________________________________________________

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 43 of 121 (2,116 Views)

Re: 3G Microcell stopped working (maybe Insight/Time Warner recent merger in Kentucky)

I called TWC last night. I managed to conference in a rep from AT&T's microcell team as well. It took some effort. TWC  has also escalated my issue with TWC's NOC. They're supposed to contact me in 24-72 hrs. which will be Saturday evening (for 72 hrs) so I suspect it'll be next week.

 

I'll post on TWC's forums.

Message 44 of 121 (2,094 Views)
ACE - Master

Re: 3G Microcell stopped working (maybe Insight/Time Warner recent merger in Kentucky)

Great! Thanks for pushing TWC from the customer side. I'll post if I hear anything from the Admins and please let us know what happens from your end.

___________________________________________________________

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 45 of 121 (2,074 Views)
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