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Posted Nov 27, 2013
12:43:46 PM
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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?

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?

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

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Dec 14, 2013 9:15:53 AM
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ACE - Master

Unfortunately that is not true. TWC is trying to blame AT&T for the incompatibility. I will be posting something soon but basically it is due to "security" measures that TWC felt they had to put into place after they merged (or took over) Insight. A cell tower has very little to do with in-home coverage using a MicroCell. This is a VOIP service so connection to the AT&T servers is via the internet thru specific ports, which TWC felt they had to block to make their network more secure.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

Unfortunately that is not true. TWC is trying to blame AT&T for the incompatibility. I will be posting something soon but basically it is due to "security" measures that TWC felt they had to put into place after they merged (or took over) Insight. A cell tower has very little to do with in-home coverage using a MicroCell. This is a VOIP service so connection to the AT&T servers is via the internet thru specific ports, which TWC felt they had to block to make their network more secure.

___________________________________________________________

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.

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

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Dec 14, 2013 9:43:47 AM
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I would tend to agree with you Otto pilot, but there has not been a clear explanation from either side. Security measures is very broad. I would like so see something more specific. Network engineering is not complicated, just need a reason why it does not communicate over this network. There could be a DNS issue, black hole of routes from tower to micro cell, maybe idp is turn on for consumers and the traffic pattern for microcell is deemed unsafe, the att cells in Kentucky don't have a path back to microcell servers that provide communication setup.

no real non vague explanation given by att or twc.
I would tend to agree with you Otto pilot, but there has not been a clear explanation from either side. Security measures is very broad. I would like so see something more specific. Network engineering is not complicated, just need a reason why it does not communicate over this network. There could be a DNS issue, black hole of routes from tower to micro cell, maybe idp is turn on for consumers and the traffic pattern for microcell is deemed unsafe, the att cells in Kentucky don't have a path back to microcell servers that provide communication setup.

no real non vague explanation given by att or twc.

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

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Dec 14, 2013 10:19:17 AM
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ACE - Master

I just posted above what I believe to be the final statement. Neither AT&T or TWC are going to explain in detail to its customer base their reasons, technical or business-wise, why they did what they did. Basic AT&T network requirements are readily available to the public and they even give port requirements in their documentation. Information that TWC certainly had because there were no apparent problems when Insight was the service provider. This is all back-end stuff on the TWC side. I'm surprised we haven't heard from other TWC customers outside of the KY area about this. Now that I think about it, I think there was one report from a Southern California TWC/AT&T customer.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

I just posted above what I believe to be the final statement. Neither AT&T or TWC are going to explain in detail to its customer base their reasons, technical or business-wise, why they did what they did. Basic AT&T network requirements are readily available to the public and they even give port requirements in their documentation. Information that TWC certainly had because there were no apparent problems when Insight was the service provider. This is all back-end stuff on the TWC side. I'm surprised we haven't heard from other TWC customers outside of the KY area about this. Now that I think about it, I think there was one report from a Southern California TWC/AT&T customer.

___________________________________________________________

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.

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

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Dec 14, 2013 5:33:43 PM
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Thanks for all your research Otto Pylot & calinyc.  I am suprised there haven't been more forum posts in the Los Angeles area.  My microcell hasn't worked for about a week.

Thanks for all your research Otto Pylot & calinyc.  I am suprised there haven't been more forum posts in the Los Angeles area.  My microcell hasn't worked for about a week.

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

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Dec 14, 2013 5:56:27 PM
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Lakanes311, do you have time Warner cable and using a microcell?

Lakanes311, do you have time Warner cable and using a microcell?

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

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Dec 15, 2013 12:08:09 AM
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ACE - Master
Edited by OttoPylot on Dec 15, 2013 at 12:08:58 AM

See my post: "TWC - Final Resolution to MicroCell Problems" if you are a TWC customer. If not, and you have problems, start a new post and we'll help you. I just want to keep the help threads separate.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

See my post: "TWC - Final Resolution to MicroCell Problems" if you are a TWC customer. If not, and you have problems, start a new post and we'll help you. I just want to keep the help threads separate.

___________________________________________________________

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.

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

[ Edited ]
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Dec 15, 2013 1:35:09 PM
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More news.  I received a call today from TW telling me that the problem is due to a firmware push AT&T sent out to the microcells in mid-Nov. They even sent me an email with basic troubleshooting and told me to call AT&T and my ticket was closed. I questioned the TW rep on this and said it sounds like finger pointing.  I called AT&T support and they knew nothing of a firmware push, so I called back TW and spoke to level 3 team lead. The conversation was a blame game on AT&T, and she would do nothing apparently per a corporate email on the 3G Microcell.  So I asked her to take the 3G out of the equation, lets do network troubleshooting.  Maybe it is an AT&T issue maybe not however I asked her to run a traces on TW network from AT&T server that I would give her the IP to my modem. She said no it was an AT&Tproblem. I asked again to troubleshoot TW network and lets look at IPSec traffic as this has nothing to do with the 3G and she refused.  So TW is unwilling or unable to troubleshoot their network.  It really is a shame when the enduser gets put in the middle of the finger pointing game.    

More news.  I received a call today from TW telling me that the problem is due to a firmware push AT&T sent out to the microcells in mid-Nov. They even sent me an email with basic troubleshooting and told me to call AT&T and my ticket was closed. I questioned the TW rep on this and said it sounds like finger pointing.  I called AT&T support and they knew nothing of a firmware push, so I called back TW and spoke to level 3 team lead. The conversation was a blame game on AT&T, and she would do nothing apparently per a corporate email on the 3G Microcell.  So I asked her to take the 3G out of the equation, lets do network troubleshooting.  Maybe it is an AT&T issue maybe not however I asked her to run a traces on TW network from AT&T server that I would give her the IP to my modem. She said no it was an AT&Tproblem. I asked again to troubleshoot TW network and lets look at IPSec traffic as this has nothing to do with the 3G and she refused.  So TW is unwilling or unable to troubleshoot their network.  It really is a shame when the enduser gets put in the middle of the finger pointing game.    

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

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Dec 15, 2013 2:46:57 PM
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ACE - Master

That's exactly the type of response from TWC that I'm hearing from my other sources. AT&T did not push an update out. Otherwise it would have affected other users besides the TWC users in KY, and apparently elsewhere as well. AT&T is certainly not without their own set of issues but I believe in this particular case they are blameless. TWC has had other security issues on their network and I think it was just easier for them to block the ports than to figure out an effective way around it and still leave those ports open for VOIP traffic back and forth to AT&T. However, to be fair to TWC, I'm sure their support people are about as well informed on actual issues and fixes as is the AT&T support people on MicroCell issues (which could basically be said about any service provider's support staff). Those who do know what actually happened, and there are quite a few on both sides who do know, can't say publically for fear of retribution (losing their jobs). It's really a shame that corporations the size of TWC, AT&T, Comcast, etc care so little for the smaller customer base that comprises these "special" service areas.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

That's exactly the type of response from TWC that I'm hearing from my other sources. AT&T did not push an update out. Otherwise it would have affected other users besides the TWC users in KY, and apparently elsewhere as well. AT&T is certainly not without their own set of issues but I believe in this particular case they are blameless. TWC has had other security issues on their network and I think it was just easier for them to block the ports than to figure out an effective way around it and still leave those ports open for VOIP traffic back and forth to AT&T. However, to be fair to TWC, I'm sure their support people are about as well informed on actual issues and fixes as is the AT&T support people on MicroCell issues (which could basically be said about any service provider's support staff). Those who do know what actually happened, and there are quite a few on both sides who do know, can't say publically for fear of retribution (losing their jobs). It's really a shame that corporations the size of TWC, AT&T, Comcast, etc care so little for the smaller customer base that comprises these "special" service areas.

___________________________________________________________

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.

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

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Dec 15, 2013 11:06:19 PM
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Calinyc...yes that is correct.
Calinyc...yes that is correct.

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

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Dec 16, 2013 7:30:13 AM
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I called TW corporate office at 212-364-8200. Option 2 is customer wishing to speak to Office of the President.  I spoke with a gentlemen to ask why they refuse to help troubleshoot this issue and why send a corporate email according to support staff telling staff not to troubleshoot.  I am supposed to get a call back from the executive response team.  I would suggest everyone having this issue and getting the runaround to do the same.

I am not saying this is a TW issue but how can TW say it is an AT&T issue without any troubleshooting?

I called TW corporate office at 212-364-8200. Option 2 is customer wishing to speak to Office of the President.  I spoke with a gentlemen to ask why they refuse to help troubleshoot this issue and why send a corporate email according to support staff telling staff not to troubleshoot.  I am supposed to get a call back from the executive response team.  I would suggest everyone having this issue and getting the runaround to do the same.

I am not saying this is a TW issue but how can TW say it is an AT&T issue without any troubleshooting?

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

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Dec 16, 2013 8:13:39 AM
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ACE - Master

This is a TWC issue. They don't want to troubleshoot because they know it is a waste of time because of the changes they made to their network. To my knowledge, TWC doesn't have any plans at present to configure their network to work with AT&T like Insight did.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

This is a TWC issue. They don't want to troubleshoot because they know it is a waste of time because of the changes they made to their network. To my knowledge, TWC doesn't have any plans at present to configure their network to work with AT&T like Insight did.

___________________________________________________________

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.

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

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Dec 18, 2013 7:00:22 AM
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I spoke with both TWC and AT&T yesterday. The representatives from both companies make it clear to me that neither cares about my problem and neither has any intention of working towards a resolution. I don't know who to believe. From my perspective, either company could be lying. AT&T admitted that they continue to sell thier microcells in communities where TWC provides service without cautioning customers about the problems with TWC service. TWC continues to refer to the firmware update that was supposedly rolled out randomly to customers. Both companies demonstrate conduct that is staggering! AT&T reps continue to close out escalations without calling me back and TWC, well, they are continuing the long legacy of mediocre customer service that is the long history of cable companies. AT&T acts like these microcells work without a hitch with other ISP's. I've found plenty of compaints about them both on this forum as well as other websites. 

 

The last TWC rep mentioned that the traceroute stops at gar26.la2ca.ip.att.net (12.122.128.237). Any comments?

 

 

I spoke with both TWC and AT&T yesterday. The representatives from both companies make it clear to me that neither cares about my problem and neither has any intention of working towards a resolution. I don't know who to believe. From my perspective, either company could be lying. AT&T admitted that they continue to sell thier microcells in communities where TWC provides service without cautioning customers about the problems with TWC service. TWC continues to refer to the firmware update that was supposedly rolled out randomly to customers. Both companies demonstrate conduct that is staggering! AT&T reps continue to close out escalations without calling me back and TWC, well, they are continuing the long legacy of mediocre customer service that is the long history of cable companies. AT&T acts like these microcells work without a hitch with other ISP's. I've found plenty of compaints about them both on this forum as well as other websites. 

 

The last TWC rep mentioned that the traceroute stops at gar26.la2ca.ip.att.net (12.122.128.237). Any comments?

 

 

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

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Dec 18, 2013 8:56:01 AM
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ACE - Master

First let me point out that I am not an AT&T employee. The only service that I have with them is our mobile account. There have been lots of issues with the MicroCell (and other femtocells from other providers as well) so they are certainly not above blame for support issues. However, in this case I think the majority of the blame falls squarely on TWC.  Both support groups have probably been told very little about what actually happened and why, and any information they do provide is more than likely "best guess". Senior management of both companies does not want their decisons to be made public so they provide most of their support staff with very little information. Sad, but true.

 

It's unfortunate that both companies are pointing fingers at each other with the customer caught in the middle but that's how big corporations work. In this case the connectivity issues were localized mostly to the KY area and right after the Insight merger with TWC. Any firmware updates that were pushed out were from the TWC side to reconfigure their modems/gateways to work with the new system. It takes time to reconfigure an entire network so my guess is that this will propagate thru the TWC system unless the configurational changes were specific only for the Insight customers.

 

As I've said before, the requirments for a service provider to make a VOIP connection to AT&T is public knowledge so it's not like this is an AT&T secret. Insight certainly didn't have any problems nor did other TWC customers. AT&T didn't make any changes on their end because they had nothing to do with the TWC/Insight merger so again, this points back to TWC and their "fix" for supposed security issues. I wish I could go into more detail but I can't. All I can say is follow the recommendations I've made in my other posts above.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

First let me point out that I am not an AT&T employee. The only service that I have with them is our mobile account. There have been lots of issues with the MicroCell (and other femtocells from other providers as well) so they are certainly not above blame for support issues. However, in this case I think the majority of the blame falls squarely on TWC.  Both support groups have probably been told very little about what actually happened and why, and any information they do provide is more than likely "best guess". Senior management of both companies does not want their decisons to be made public so they provide most of their support staff with very little information. Sad, but true.

 

It's unfortunate that both companies are pointing fingers at each other with the customer caught in the middle but that's how big corporations work. In this case the connectivity issues were localized mostly to the KY area and right after the Insight merger with TWC. Any firmware updates that were pushed out were from the TWC side to reconfigure their modems/gateways to work with the new system. It takes time to reconfigure an entire network so my guess is that this will propagate thru the TWC system unless the configurational changes were specific only for the Insight customers.

 

As I've said before, the requirments for a service provider to make a VOIP connection to AT&T is public knowledge so it's not like this is an AT&T secret. Insight certainly didn't have any problems nor did other TWC customers. AT&T didn't make any changes on their end because they had nothing to do with the TWC/Insight merger so again, this points back to TWC and their "fix" for supposed security issues. I wish I could go into more detail but I can't. All I can say is follow the recommendations I've made in my other posts above.

___________________________________________________________

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.

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

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Dec 19, 2013 11:18:49 AM
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It is my personal opinion that TWC has done this to force their customer base to purchase home phone service thru them.  I hope that eventually enough customers complain and the issue is resolved.  And I hope it happens sooner than later....

It is my personal opinion that TWC has done this to force their customer base to purchase home phone service thru them.  I hope that eventually enough customers complain and the issue is resolved.  And I hope it happens sooner than later....

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

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Dec 19, 2013 12:03:10 PM
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ACE - Master

It's interesting that you pointed that out. I was looking at their website and noticed their home phone service and wondered the same thing myself. If TWC is like any other provider I doubt if they will listen to their customers and open up their ports for other service providers to use.

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MicroCell Technical Guide by Otto Pylot


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

It's interesting that you pointed that out. I was looking at their website and noticed their home phone service and wondered the same thing myself. If TWC is like any other provider I doubt if they will listen to their customers and open up their ports for other service providers to use.

___________________________________________________________

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.

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

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Dec 20, 2013 9:49:47 AM
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ACE - Professor

After reading this thread and noting the responses people have received from TWC, I would have to agree with drake-2013 that the actions taken by TWC to close specific ports is most likely to thwart people using third-party VOIP phone services in an attempt to push users into using their own internet phone services.

 

Port 4500 is used for ipsec/NAT traversal (VPN tunnelling) and is required to be open for the Mcell to function.  While this port is vulnerable to trojans and remote code executions, I doubt this is the motivation behind TWC's closure of this port.  I suspect that it is more financially motivated but I like a good conspiracy theory.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

After reading this thread and noting the responses people have received from TWC, I would have to agree with drake-2013 that the actions taken by TWC to close specific ports is most likely to thwart people using third-party VOIP phone services in an attempt to push users into using their own internet phone services.

 

Port 4500 is used for ipsec/NAT traversal (VPN tunnelling) and is required to be open for the Mcell to function.  While this port is vulnerable to trojans and remote code executions, I doubt this is the motivation behind TWC's closure of this port.  I suspect that it is more financially motivated but I like a good conspiracy theory.

___________________________________________________________

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.

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

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Dec 20, 2013 10:00:10 AM
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ACE - Master

Agreed Smiley Wink BTW, I'd like to publically thank you for all your help and support here. Muchas gracias, amigo.

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MicroCell Technical Guide by Otto Pylot


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

Agreed Smiley Wink BTW, I'd like to publically thank you for all your help and support here. Muchas gracias, amigo.

___________________________________________________________

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.

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

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Dec 20, 2013 11:22:09 AM
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ACE - Professor

No problemo!

 

As a side comment, any TWC customers thinking of changing from AT&T to Verizon in order to continue using TWC better make sure that the Verizon coverage in their area is adequate without the use of their "Range Extender" (Verizon equivalent to the Microcell).  The Verizon Range Extender requires UDP ports 53, 52428, 500 and 4500 to be open in order to function, so it won't work on TWC's network either.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

No problemo!

 

As a side comment, any TWC customers thinking of changing from AT&T to Verizon in order to continue using TWC better make sure that the Verizon coverage in their area is adequate without the use of their "Range Extender" (Verizon equivalent to the Microcell).  The Verizon Range Extender requires UDP ports 53, 52428, 500 and 4500 to be open in order to function, so it won't work on TWC's network either.

___________________________________________________________

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.

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

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Dec 20, 2013 11:26:02 AM
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ACE - Master

Nice! That's definitely going in the next update of the Guide. Thanks! Sure wish someone would get this info over to the TWC forums. I can access the forums but I can't post.

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MicroCell Technical Guide by Otto Pylot


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

Nice! That's definitely going in the next update of the Guide. Thanks! Sure wish someone would get this info over to the TWC forums. I can access the forums but I can't 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.

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

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Dec 21, 2013 5:43:02 AM
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Just to throw this out there with a twist, I am also having the exact same problem but my provider is cox cable. I have been working great for 2 years and then all of a sudden about 3 1/2 weeks ago it stopped working. Tried all the same steps, also talked with cox cable, Cisco and AT&T on the line at same time. Cox says port is open. I have not changed anything on my end. I even put it on the DMZ and still not working. Also got new microcell and same thing. However they did not send me a new power cord for some reason. Could be something there maybe. In any case, I also have an it back ground and have done everything possible on my end to no avail. My entire house runs on the Internet, xbox's, Apple TV, roku, pc's etc... I would expect to have some issues somewhere. I even ran tests in port 4500 and it does show open. So I am lost at this point. Hope someone gets it figured out because I have no bars with out it. Only other option is to cancel and go with local service.
Just to throw this out there with a twist, I am also having the exact same problem but my provider is cox cable. I have been working great for 2 years and then all of a sudden about 3 1/2 weeks ago it stopped working. Tried all the same steps, also talked with cox cable, Cisco and AT&T on the line at same time. Cox says port is open. I have not changed anything on my end. I even put it on the DMZ and still not working. Also got new microcell and same thing. However they did not send me a new power cord for some reason. Could be something there maybe. In any case, I also have an it back ground and have done everything possible on my end to no avail. My entire house runs on the Internet, xbox's, Apple TV, roku, pc's etc... I would expect to have some issues somewhere. I even ran tests in port 4500 and it does show open. So I am lost at this point. Hope someone gets it figured out because I have no bars with out it. Only other option is to cancel and go with local service.

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

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Dec 21, 2013 8:06:18 AM
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ACE - Professor

Additional information is required.  When you say the Mcell stopped working, what do the lights on the Mcell say?  Which are solid green and which are flashing?  If flashing, green or red? 

 

Do you have a multi-meter?  If so, check the output of the AC power supply.  Touch the red lead to the center of the plug that goes into the Mcell and touch the black lead to the barrel of the plug.  You should see about 16 VDC with no load.  Does the AC adapter feel hot?  Specifically, does it feel hotter than the Mcell?  Normally, the AC adapter will feel warm but not as hot as the Mcell during operation.

 

Since you have replaced the Mcell, I would suspect your problem lies elsewhere.  Replacement Mcells do not come with another AC adapter so you may want to try another one.  Just make sure the AC adapter has the same size plug as the original and has an output of 12 VDC and 1.5 A.  If that doesn't solve your problem, then you can always return the AC adapter.

 

Which wiring arrangement have you been using?  Modem>Router>Mcell or Modem>Mcell>Router?  You've checked the Ethernet cables and made sure they are plugged into the correct sockets?

 

Have you tried assigning a static IP address to the Mcell and port-forwarding ports 123/UDP, 443/TCP, 500/ UDP and 4500 UDP?

 

Let's start with answers to these questions first and we'll see what support we can offer.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

Additional information is required.  When you say the Mcell stopped working, what do the lights on the Mcell say?  Which are solid green and which are flashing?  If flashing, green or red? 

 

Do you have a multi-meter?  If so, check the output of the AC power supply.  Touch the red lead to the center of the plug that goes into the Mcell and touch the black lead to the barrel of the plug.  You should see about 16 VDC with no load.  Does the AC adapter feel hot?  Specifically, does it feel hotter than the Mcell?  Normally, the AC adapter will feel warm but not as hot as the Mcell during operation.

 

Since you have replaced the Mcell, I would suspect your problem lies elsewhere.  Replacement Mcells do not come with another AC adapter so you may want to try another one.  Just make sure the AC adapter has the same size plug as the original and has an output of 12 VDC and 1.5 A.  If that doesn't solve your problem, then you can always return the AC adapter.

 

Which wiring arrangement have you been using?  Modem>Router>Mcell or Modem>Mcell>Router?  You've checked the Ethernet cables and made sure they are plugged into the correct sockets?

 

Have you tried assigning a static IP address to the Mcell and port-forwarding ports 123/UDP, 443/TCP, 500/ UDP and 4500 UDP?

 

Let's start with answers to these questions first and we'll see what support we can offer.

___________________________________________________________

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.

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

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Dec 21, 2013 9:25:24 AM
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ACE - Master

Tag team help. I love it. Thanks Avedis53! The poster might want to check the Guide (link in my sig).

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

Tag team help. I love it. Thanks Avedis53! The poster might want to check the Guide (link in my sig).

___________________________________________________________

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.

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

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Dec 23, 2013 4:49:59 AM
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Edited by Taylarie on Dec 29, 2013 at 5:11:41 PM

Hi! I'm Kevin from Time Warner Cable's Social Media Customer Care team. I ran across a link to this page while moderating the TWC Forums [http://forums.timewarnercable.com/t5/Home-Networking/MicroCell-Not-Working-on-TimeWarner-Cable-ISP/m...]. We would like to investigate this issue, and we ask that any Kentucky-area customers still affected by this issue follow the instructions that I've added to the aforementioned thread (See post by User ID: TWC-KevinT) in order for us to do so. Thanks!

 

Kevin T. {Personal content removed for your safety}

Hi! I'm Kevin from Time Warner Cable's Social Media Customer Care team. I ran across a link to this page while moderating the TWC Forums [http://forums.timewarnercable.com/t5/Home-Networking/MicroCell-Not-Working-on-TimeWarner-Cable-ISP/m-p/12739#U12739]. We would like to investigate this issue, and we ask that any Kentucky-area customers still affected by this issue follow the instructions that I've added to the aforementioned thread (See post by User ID: TWC-KevinT) in order for us to do so. Thanks!

 

Kevin T. {Personal content removed for your safety}

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

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Dec 23, 2013 9:23:45 AM
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ACE - Master

Hi Kevin. I know from our end (AT&T) there have been some very high level discussions within AT&T, and with TWC support, so this issue is not new or unknown to TWC. Hopefully TWC will bring some resolution to this problem with its customers who have been affected.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

Hi Kevin. I know from our end (AT&T) there have been some very high level discussions within AT&T, and with TWC support, so this issue is not new or unknown to TWC. Hopefully TWC will bring some resolution to this problem with its customers who have been affected.

___________________________________________________________

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.

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

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Dec 27, 2013 10:29:40 AM
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Update from LaGrange -  I run my business out of my house so had to do something.  So I had a DSL line from AT&T installed and my Microcell came on line as soon as I plugged it into the DSL.  How much more proof does TWC need.

Update from LaGrange -  I run my business out of my house so had to do something.  So I had a DSL line from AT&T installed and my Microcell came on line as soon as I plugged it into the DSL.  How much more proof does TWC need.

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

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Dec 27, 2013 10:45:16 AM
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Edited by ritzput on Dec 27, 2013 at 12:02:44 PM

see post below so disregard this as AT&T edited without my knowledge.

see post below so disregard this as AT&T edited without my knowledge.

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

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Dec 27, 2013 11:02:19 AM
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ACE - Professor

I would bet that TWC knows exactly what is going on and doesn't want to allow third-party VOIP solutions to be used on their network, hence closing port 4500 which is necessary for the VPN tunnelling that the AT&T Mcell and the Verizon Range Extender both use.

 

It isn't a matter of proof where the problem lies, I think it is evident that TWC has made an economic decision, at least in your area, to block competition to force customers like yourself to use their VOIP product.

 

I also don't believe that this is a security issue.  If it was, then why don't other ISPs do the same and block port 4500?  They all know that port 4500 is used for most VOIP products that require ipsec/NAT traversal.  This was a business decision by TWC and not a technical issue IMHO.

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

I would bet that TWC knows exactly what is going on and doesn't want to allow third-party VOIP solutions to be used on their network, hence closing port 4500 which is necessary for the VPN tunnelling that the AT&T Mcell and the Verizon Range Extender both use.

 

It isn't a matter of proof where the problem lies, I think it is evident that TWC has made an economic decision, at least in your area, to block competition to force customers like yourself to use their VOIP product.

 

I also don't believe that this is a security issue.  If it was, then why don't other ISPs do the same and block port 4500?  They all know that port 4500 is used for most VOIP products that require ipsec/NAT traversal.  This was a business decision by TWC and not a technical issue IMHO.

___________________________________________________________

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.

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

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Dec 27, 2013 12:01:26 PM
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Teacher
Edited by Phil-101 on Dec 27, 2013 at 12:23:18 PM

[Edited to comply with Guidelines]

 

Update today from TWC on AT&T Microcells not working.  Spoke with TWC Team lead level 3 tech today who told me upper management confirms their microcell signal leaving TWC and getting blocked at AT&T.  It was suggested both parties contact their “NOC”.  This isn’t working either.  TWC tech saying “at this time, after review from our network operations team and technical operations group, we believe there is nothing that can be done on TWC's end.  At this point we feel that only AT&T can resolve the issues with AT&T's Microcell on our network.”

 

I have also spoken with AT&T managers who have conference called with TWC techs at my house and both parties have agreed there is nothing that can be done by either company.

 

I received an email on 11/18/13 from AT&T Customer Care who said he would forward to his manager but nothing has been done.  See all my previous post links below as to measures I’ve already exhausted in attempting to get this resolved with no resolution in sight!

 

I suggest everyone email attcustomercare@att.com with the SAME subject and case # below so we can all be linked together concerning paying for microcells that don't work with TWC and still receiving inferior coverage in our area with AT&T:

SUBJECT:  _00D*****:ref  Case Number:002**** - Microcell issue still unresolved!

 

Chris is the AT&T, VP and GM (General Manager) for Kentucky, Indiana and Tennessee but I haven't been able find contact info for him.  TWC upper management won't do anything else and AT&T management continues to do nothing and make extra money on all the microcells purchased that don't work!!

 

Email I just sent to AT&T Customer Care again:

Please see email below I received today from TWC and please send to your manager and to Chris  VP,GM of Kentucky, Indiana and Tennessee.

 

This has gone on way too long and TWC has said it is an AT&T issue.  The blocking of the Microcell port 4500 is happening when it leaves TWC and goes to AT&T.  As a consumer, there is nothing more I can do but post this online for all your customers to see.  Perhaps if enough of us complain, something will be done; like adding more towers in the Kentucky area or simply dropping AT&T service.

 

I find it totally unacceptable that I  work out of my home and continue to pay the same bill every month for over a year with inferior cell phone coverage in my home which is also affecting my entire area (I live in Middletown, KY).  I’m on my 4th AT&T replacement  microcell that still doesn’t work, and I only have 1 bar in my home and continue to have calls drop continuously.  AT&T confirmed that most people in my area have microcells and paid for them (most don’t work either).  That means AT&T has made how much money off customers that still continue to receive inferior coverage!!

 

Sincerely,

Sandy

  

See all my posts about same subject:

http://forums.att.com/t5/3G-MicroCell/Microcell-green-3G-light-blinking-after-1-year-no-resolution/m...

 

http://forums.att.com/t5/3G-MicroCell/3G-Microcell-stopped-working-maybe-Insight-Time-Warner-recent/...

 

http://forums.att.com/t5/3G-MicroCell/MicroCell-fix-kind-of-for-me-anyway/m-p/3339963/highlight/fals...

 

http://forums.att.com/t5/3G-MicroCell/Microcell-green-3G-light-blinking-after-1-year-no-resolution/m...

 

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

 

http://forums.att.com/t5/forums/replypage/board-id/3gmicrocell/message-id/12568#.Ur3STdJDve4

 

[edited for privacy]

 

 

[Edited to comply with Guidelines]

 

Update today from TWC on AT&T Microcells not working.  Spoke with TWC Team lead level 3 tech today who told me upper management confirms their microcell signal leaving TWC and getting blocked at AT&T.  It was suggested both parties contact their “NOC”.  This isn’t working either.  TWC tech saying “at this time, after review from our network operations team and technical operations group, we believe there is nothing that can be done on TWC's end.  At this point we feel that only AT&T can resolve the issues with AT&T's Microcell on our network.”

 

I have also spoken with AT&T managers who have conference called with TWC techs at my house and both parties have agreed there is nothing that can be done by either company.

 

I received an email on 11/18/13 from AT&T Customer Care who said he would forward to his manager but nothing has been done.  See all my previous post links below as to measures I’ve already exhausted in attempting to get this resolved with no resolution in sight!

 

I suggest everyone email attcustomercare@att.com with the SAME subject and case # below so we can all be linked together concerning paying for microcells that don't work with TWC and still receiving inferior coverage in our area with AT&T:

SUBJECT:  _00D*****:ref  Case Number:002**** - Microcell issue still unresolved!

 

Chris is the AT&T, VP and GM (General Manager) for Kentucky, Indiana and Tennessee but I haven't been able find contact info for him.  TWC upper management won't do anything else and AT&T management continues to do nothing and make extra money on all the microcells purchased that don't work!!

 

Email I just sent to AT&T Customer Care again:

Please see email below I received today from TWC and please send to your manager and to Chris  VP,GM of Kentucky, Indiana and Tennessee.

 

This has gone on way too long and TWC has said it is an AT&T issue.  The blocking of the Microcell port 4500 is happening when it leaves TWC and goes to AT&T.  As a consumer, there is nothing more I can do but post this online for all your customers to see.  Perhaps if enough of us complain, something will be done; like adding more towers in the Kentucky area or simply dropping AT&T service.

 

I find it totally unacceptable that I  work out of my home and continue to pay the same bill every month for over a year with inferior cell phone coverage in my home which is also affecting my entire area (I live in Middletown, KY).  I’m on my 4th AT&T replacement  microcell that still doesn’t work, and I only have 1 bar in my home and continue to have calls drop continuously.  AT&T confirmed that most people in my area have microcells and paid for them (most don’t work either).  That means AT&T has made how much money off customers that still continue to receive inferior coverage!!

 

Sincerely,

Sandy

  

See all my posts about same subject:

http://forums.att.com/t5/3G-MicroCell/Microcell-green-3G-light-blinking-after-1-year-no-resolution/m-p/3849553#M12532

 

http://forums.att.com/t5/3G-MicroCell/3G-Microcell-stopped-working-maybe-Insight-Time-Warner-recent/m-p/3845247/highlight/false#M12437

 

http://forums.att.com/t5/3G-MicroCell/MicroCell-fix-kind-of-for-me-anyway/m-p/3339963/highlight/false#M9539

 

http://forums.att.com/t5/3G-MicroCell/Microcell-green-3G-light-blinking-after-1-year-no-resolution/m-p/3849553#M12532

 

http://forums.timewarnercable.com/t5/Home-Networking/MicroCell-Not-Working-on-TimeWarner-Cable-ISP/m-p/12739/highlight/false#M283

 

http://forums.att.com/t5/forums/replypage/board-id/3gmicrocell/message-id/12568#.Ur3STdJDve4

 

[edited for privacy]

 

 

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

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Dec 27, 2013 12:50:18 PM
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ACE - Master
Edited by OttoPylot on Dec 27, 2013 at 12:54:17 PM

See my response in the other TWC thread. I would suggest that everyone follow my suggestions in the first paragraph to find out what your options are for the MicroCell. Basically, from what I understand, what ever was done is a done deal. I can't post to the TWC forum but it sounds like there is a lot of finger pointing and mis-information over there as well.

 

As I've stated before, AT&T can't force another company to follow their VOIP requirments and it makes no sense for AT&T to block port 4500 for just that specific region. Verizon's Range Extender also requires port 4500 to be open so it sounds like the "new" TWC wants to control VOIP traffic over their network.

 

I just checked the TWC forum and someone posted that they switched to an AT&T DSL line, plugged in the MicroCell and it connected instantly. Hmmmm....

___________________________________________________________

MicroCell Technical Guide by Otto Pylot


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

See my response in the other TWC thread. I would suggest that everyone follow my suggestions in the first paragraph to find out what your options are for the MicroCell. Basically, from what I understand, what ever was done is a done deal. I can't post to the TWC forum but it sounds like there is a lot of finger pointing and mis-information over there as well.

 

As I've stated before, AT&T can't force another company to follow their VOIP requirments and it makes no sense for AT&T to block port 4500 for just that specific region. Verizon's Range Extender also requires port 4500 to be open so it sounds like the "new" TWC wants to control VOIP traffic over their network.

 

I just checked the TWC forum and someone posted that they switched to an AT&T DSL line, plugged in the MicroCell and it connected instantly. Hmmmm....

___________________________________________________________

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.

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

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Dec 27, 2013 5:45:31 PM
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ACE - Professor

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

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MicroCell Technical Guide by Otto Pylot


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

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

___________________________________________________________

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.

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

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