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

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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?

8,340 Views
Message 1 of 121
ACE - Master

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


Avedis53 wrote:

Follow the money.......your answer lies within......


Yep.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot

"Quick Tips: My Microcell Doesn't Work"


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

*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 91 of 121
Contributor

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

Yep has to be a change suddenly microcell stops working in mid Nov 2013.  Before that it worked like a charm, easy to setup and activate.  Now won't activate at all.  Been talking to AT&T and TW since late Nov.  Nothing.  We are in Ballardsville,KY  I have emailed all our information, weeks and dozens of calls and chats to the email address the KevinT from TW posted earlier on this thread.  

Message 92 of 121
ACE - Master

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

I notified AT&T when this first started appearing in the forums and they in turn contacted TWC and started a dialog with them. The fact that Kevin T (TWC), who I believe is genuinely trying to help, offered to run it up the support chain is obviously out of the loop because TWC support has known about this long before Kevin T was assigned the ticket. TWC support is a lot like AT&T's in that they aren't always given the necessary information to adequately deal with a problem in a reasonable time frame. I will continue to follow up on this with the Admin but, as I've said before, this is a done deal unless TWC can agree, or come up with a workaround, for AT&T's VOIP service to work on their network.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot

"Quick Tips: My Microcell Doesn't Work"


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

*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 93 of 121

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

Per TWC-KevinT - he asked we should send certain information to TWC (I'm not going to recreate his post but you can see the specific instructions in his post).  I did exactly as he asked, emailed TWC and I'm going to copy and paste the reply that I got from the TWC representative below the line.  I think this proves that they are pretty much over it and not willing to help.  There are too few customers complaining and it appears to be isolated to KY.  So long TWC, you'll be losing my business (although they do not care....)

____________________________________________________________________________________________

 

Unfortunately, all that we can support is TWC's equipment.

 

Thank you,

Stephanie S.

Social Media Representative

Time Warner Cable

Message 94 of 121

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

Other than TWC and AT&T U-Verse which is not available in my area, are there any other ISPs that can get 10+mbps download speed?  I have 20 now and I can't go to DSL with 3-6.  Thoughts?  I'm in Louisville, KY close to the Summit 265/71 crossing....

Message 95 of 121
ACE - Master

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

At least TWC is finally 'fessing up to the fact that it's their fault. Not supporting TWC equipment is a polite way of saying if you want VOIP, then you need to use our service because we don't want to carry AT&T traffic on our network anymore in this region. I wish there was more that we could do Smiley Sad

___________________________________________________________

MicroCell Technical Guide by Otto Pylot

"Quick Tips: My Microcell Doesn't Work"


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

*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 96 of 121
Voyager

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

Hello! I just wanted to drop by and provide a quick update on this issue. Prior to that, I'd like to thank everyone that took the time to email our team with the information I requested on the TWC Forums. I reached out to our Regional Leadership team on 12/31 in regards to this issue, and we're still waiting for a response from them at this time. Once they have finished reviewing the data I've provided, I'll post an update on the TWC Forum thread for this issue [http://forums.timewarnercable.com/t5/Connectivity/MicroCell-Not-Working-on-TimeWarner-Cable-ISP/m-p/...]. Thanks again for your patience.

 

**Additionally, I've noticed a few isolated incidents in which emails sent to us may not have been addressed properly. I apologize for any miscommunication, and I can assure you that we're still working on this.

 

Kevin T. 
Time Warner Cable | Social Media Customer Care

Message 97 of 121
ACE - Master

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

Thanks Kevin for posting back but my guess is that the TWC Regional Leadership team is trying to figure out the best way to spin this. TWC has publically stated that they only support their own equipment on their network so that gives them an out if something that worked before doesn't work now, especially after the Insight merger. We've only seen one reported incident outside of the Kentucky area so this is highly suspicious.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot

"Quick Tips: My Microcell Doesn't Work"


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

*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 98 of 121
Community Manager

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

Hello, everyone!

 

Some users are reporting that their MicroCells appear to be working now. Has anyone else tried plugging in the MicroCell and reactivating it?

 

We'd love to hear from you guys to determine whether there has been any improvement.

 

-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 99 of 121
Highlighted
ACE - Master

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

This was just posted a couple of hours ago in the TWC Forums:

 

Happy news on my front. TWC just called and reported they found the issue. I re-connected my cell tower and it connected right up (no need to run the alt config, worked like it did before the change). Hopefully everyone in this thread is getting the call and having the same level of sucess.

 

Others are starting to report success so it sounds like TWC and AT&T may have come to an agreement on what needed to be done.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot

"Quick Tips: My Microcell Doesn't Work"


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

*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 100 of 121
Voyager

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

Hello! We've received an update from our Network Operations group in regards to MicroCell connectivity. An issue was detected with some of the equipment we recently upgraded in the Kentucky region. We reached out to the equipment vendor for assistance, and I'm pleased to report that we were able to implement changes to correct this issue early this morning.

 

At this point in time, MicroCell devices should be working normally without any additional configuration. We recommend that any customers that were affected by this issue powercycle their modem and reconnect the MicroCell.

 

If you are still experiencing issues, please send an email to TWCable.Help@twcable.com with the subject line "TWC Forums - AT&T MicroCell" and include your TWC account number (or modem MAC address if you don't have the account number available) as well as a good contact telephone number. Thank you again for your patience and understanding while we worked to address this issue.

 

Kevin T.
Time Warner Cable
Social Media Customer Care | TWC Forums Moderator

Message 101 of 121
ACE - Professor

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

I'm glad that TWC has resolved the situation for all you Mcell users in the KY area.  I would like to think that it was an equipment issue but I can't help but wonder if it was an attempt by TWC to force subscribers to abandon devices like the Mcell and use TWC's own internet telephone service.  Perhaps all the negative feedback that TWC received caused them to reconsider that business plan and re-open port 4500 but like I said earlier in this thread, I like a good conspiracy theory.

 

If any Mcell users in the KY area that are on TWC are still having issues after today, let them know it and post it up here and on the TWC forum.

___________________________________________________________

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 102 of 121
ACE - Master

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

My feelings exactly. At least TWC listened and heard their customers. However, KY could have been a test area, especially after the merge with Insight, to see if they could force their customers to switch to their phone service and then blame AT&T if that didn't go well. It didn't and TWC's customers were relentless. Kudos to them for fighting the fight.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot

"Quick Tips: My Microcell Doesn't Work"


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

*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 103 of 121
Tutor

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

I plugged mine in and 5 minutes later it worked. Thanks everyone for working on this. I can now have a beer and relax.
Message 104 of 121
ACE - Master

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

So can I. I've spent a lot of time on this running interference and trying to get info Smiley Sad

___________________________________________________________

MicroCell Technical Guide by Otto Pylot

"Quick Tips: My Microcell Doesn't Work"


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

*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 105 of 121
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