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 (7,692 Views)

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

Tick Tock.

 

As time keeps moving and this issue is not resolved I ask that people don't give up and keep calling and posting.   It is just going to take getting to the right guy at TWC to get this fixed.  Probably with a few key strokes.  Lets keep the wheel squeaky so we are heard.  Both here and at TWC.

 

Thanks

Message 46 of 121 (2,050 Views)
ACE - Master

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

I'm not giving up from my end with 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.
Message 47 of 121 (2,041 Views)
Contributor

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

I have the same problem and after a conference call yesterday with AT&T Engineer out of Oklahoma and Time Warner tier 3 in Canton Ohio, basically came down to TW saying sorry can't help you. My ATT ticket has been open since 11/22 and have been making numerous calls to both TW and AT&T.  I find it hard to rationalize how TW can say they can not run a trace on their network to see where traffic on port 4500 is going. The problem is the authentication coming back to the microcell. When the cell fires up it send out a request on IPSec 500 to the 12.202.X.X AT&T server basically announcing I am here please authenticate and establish a tunnel. The server sends a response back on 4500 with the handshake and this is the part that is failing and not making it back to the cell.  I would suggest AT&T vendor management contact TW and put some pressure on them, otherwise they need to put a disclaimer on the 3G that it will not work in this area.

Message 48 of 121 (2,034 Views)
ACE - Master

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

Good info. Thanks for the post. I've pasted your post (without identifiers) into a PM to the Admins so they can read what actual users are being told.

___________________________________________________________

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 49 of 121 (2,031 Views)

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

Are any AT&T Microcells working on TWC's network ???

Message 50 of 121 (2,019 Views)
ACE - Master

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

That's the question I posed to the Admin when the problem first appeard around the Prospect, KY area sometime last week. If there are any other TWC/MicroCells having issues, we haven't seen them reported here, unless I missed one. Seems to be related to the merger with Insight but I don't know how extensive the coverage of the Insight network was. Unless it's publically repoted in the forums, AT&T won't divulge any network issues just like any other provider.

___________________________________________________________

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 51 of 121 (2,016 Views)
Tutor

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

I talked to TWC and they said that I need to open my ports on my router but they cannot help as it is my modem.  So today I went over to thier store off Hubbard Ln and Westport to pick up one of thier modems.  I plugged it in and guess what, still does not work - I called them and they said they cannot open the ports on my modem for safety concerns.  This is just crazy.

 

So anyway after talking to the rep he mentioned there has been alot of calls and that they are aware of the issue and have a ticket open up to see how to resolve, as he said many people have been calling in about it. 

 

I will let you know where I get - also I have ordered a seperate ATT DSL connection to see if it works over thier DSL.  I am guessing it will

Message 52 of 121 (1,959 Views)
Tutor

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

I talked to TWC and they said that I need to open my ports on my router but they cannot help as it is my modem.  So today I went over to thier store off Hubbard Ln and Westport to pick up one of thier modems.  I plugged it in and guess what, still does not work - I called them and they said they cannot open the ports on my modem for safety concerns.  This is just crazy.

 

So anyway after talking to the rep he mentioned there has been alot of calls and that they are aware of the issue and have a ticket open up to see how to resolve, as he said many people have been calling in about it. 

 

I will let you know where I get - also I have ordered a seperate ATT DSL connection to see if it works over thier DSL.

Message 53 of 121 (1,960 Views)
ACE - Master

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

I don't understand what TWC means that they can not open the ports on their network. There's nothing magical about ports 123, 443, 500, and 4500. Most ISP's that I am aware of have them open by default. Do you have a combo router/modem (gateway). Maybe that's what they mean. If they mean it's on your end, then I'd get a separate router, put their gateway in bridge mode, and setup port forwarding with the router.

 

My connection is DSL but my gateway is set to bridge mode and I use an Apple Extreme Base Station as my router and have it set to port forward the above ports to the MicroCell which I've assigned a static IP address to. However, if your MicroCell worked before and developed problems after the TWC/Insight merge, TWC has screwed something up.

___________________________________________________________

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 54 of 121 (1,955 Views)
Highlighted
Contributor

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

Thats not true. I have been using TWC for the last few years with no problem until now. The funny thing is that the microcell wont work with att uverse or just dsl. However in the last week the microcell has stopped working. Its the microcell, not the cable.

Message 55 of 121 (1,934 Views)
Contributor

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

And I am in San Diego

Message 56 of 121 (1,935 Views)
ACE - Master

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

[ Edited ]

You are the first reported TWC user with issues outside of KY. The MicroCell works fine on AT&T DSL and other providers. Mine hasn't had any issues at all with out DSL provider. The U-verse issue could be with the gateway/router you were provided (some work better than others depeding on the type of U-verse you had). TWC made some changes a couple of weeks ago and those changes could be starting to propagate throughout their system.

___________________________________________________________

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 57 of 121 (1,922 Views)

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

I called TWC today. I had not heard back from anyone at TWC since I called them a week ago. It was the call last week that I was told by TWC that my issue would be escalated to their Network Operations Center. Anyway, the first person I spoke with was a level 2 tech support rep. He told me my escalation had been closed because it was a known issue. He said that the ports were closed by Insight and no change had been decided since the acquisition by TWC. I told him that didn't make sense. The microcell was working when the ISP was Insight. He then stated that the ports were closed by TWC's security policy. Later in the conversation he said the reason the microcell wasn't working because of an update that TWC rolled out last month. So, in essence, the person I spoke with at TWC didn't really know what was going on. 3 different explanations in the same conversation??? I asked to speak to a supervisor but had to hang up because of time. I called back later and asked to speak to a supervisor immediately. The supervisor reopened by issue so that I would get a call-back from someone who knows what the heck is going on.

 

I have little to no confidence that TWC is going to fix this. I think they are blowing us off. Does anyone recommend a high-speed isp in the Metro-Louisville/Oldham County area?

Message 58 of 121 (1,845 Views)
ACE - Master

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

AT&T should be coming out with a statement very soon about the TWC issues but I think what you were told by TWC is probably close to accurate.

___________________________________________________________

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 59 of 121 (1,839 Views)
Tutor

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

Great news! (not really). Received a call from TWC and they said ATT made a firmware upgrade in the cell towers (or microcell unsure as the person didn't really know) that makes it incomparable on the twc network.

they said they talked to att and att confirmed the upgrade. The person from twc could not tell me specifics of why it is not compatible.

I think I am just giving up. This seems it won't be solved and I am exhausted at the finger pointing and the mid-level trouble shooting a vagueness from both sides.

I will now explore other options for service. Thanks all for posting, as I hoped the crowd sourcing to support would help.
Message 60 of 121 (1,772 Views)
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