01-20-2014 10:38 PM
Hawaiian Telcom just "upgraded" my Pace 3081 RG with a Pace 5168NV RG and now I can't keep a call going on the microcell, AT&T sent me a new microcell, thinking the problem was the microcell.
The problem is any call, in or out bound, at about 40 seconds, the 3g light turns off, and the call fails. My iPhone 5 shows a call failed message, and the 3g light starts flashing and will be solid after about 1 minute.
From the Trouble shooting guide, I have set the MTU to 1492.
5 days of calls to AT&T microcell support have been uselss, they have no idea what needs to be changed on the RG. They say to call Hawaiian Telcom, and Hawaiian Telcom says to call AT&T.
My internet is 23/5.
01-21-2014 8:07 AM
There have been quite a few reported issues with the Pace "modems". What seems to work best for the VDSL2 customers are the Motorola NVG589's. The probable issue with the Pace modems is either DNS issues or maginal connections for customers who are on a long line. VDSL is less tolerant of line faults like bridge taps and AM interference. The line needs to be installed correctly and cleanly. However, if you had a working connection before with the old Pace then it's more than likely the new Pace. Why did they upgrade you? I'd ask for one of the Motorola modem that works with your type of VDLS line. Has Hawaiian Telecom done anything to their service (like close a port for example)?
01-21-2014 9:44 AM
Sorry, I shoul have said that this is a fibre connection, ONT -> RG -> Cisco settop boxes, the voice is pulled oftf the Alacatel ONT. GPON connection, not DSL.
01-21-2014 9:55 AM
Avedis 53 - I hope your comments were kind cause I didn't see them
To the OP - why were you upgraded to a newer modem and did they do anything to your connection other than give you a new modem? If your MicroCell worked before but stopped after the upgrade it sounds suspiciously like something was done to your connection in which case Hawaiin Telecom will have to look into it.
01-21-2014 10:00 AM
Hawaiaiian Telcom is trying to chase down an issue with Compression Artifacts, and they are trying to replace all the CPE, saying it's not a headend issue, which it is.
01-21-2014 10:05 AM
I was wondering if this problem was similiar to the Pace 5031 issue that some people resolved by going to the Pace 3801 or the Motorola NVG510.
DSL is too confusing anyway. Give me cable internet any day!
01-21-2014 10:09 AM
Hawaiian Telcom is trying to get rid of the 3801 RG, and ove to the 5618RG's.
I just got of the HT tech suppport line, they don't even know what a microcell is. I had to explain it to them..
01-21-2014 10:26 AM
Most ISP's don't know what a MicroCell is and don't care if it's not one of their products/services so you won't get any help from them, even if it's their problem. VoIP has some basic requirments by the ISP to work well and clean lines (no latency, jittering,compression issues, etc) are paramount. AT&T just requires that certain ports remain open to access their servers for verification and service, along with a solid GPS signal.
01-21-2014 10:29 AM
That doesn't bode well for you.....
Does HT understand which ports must be open in order for the Mcell to operate?
01-22-2014 7:56 PM
My last call to AT&T, and ended up with a CSR who asked for Hawaiian Telcom's support phone number, and did a three way call with HT, who said they are not blocking any ports, but will NOT change the MTU to 1492, in their lab it's caused issues with the IPTV streams (per HT support supervisor).
I've already added firewall rules to route the ports to the microcell.
HT uses Media Room 2.1 for their IPTV solution and they really don't know what they are doing.
The 3801 that I had, they did change the MTU to 1492.
Hawaiian Telcom has cases open with Pace and Cisco.
I also found out there are other HT IPTV users with Microcells that are having the same issue.
Due to the highrise building I'm in, I had to add an external GPS antenna to keep GPS lock, the glass has a metal finish that stops lots of RF.
01-22-2014 8:08 PM
That's really unfortunate that HT is so inflexible. Just out of curiousity, does HT offer some sort of VoIP service?
01-22-2014 9:56 PM
HT does offfer a hosted business VoIP service.
The HT residentail Voice / TV / Internet bundle is VoIP, but they don't really say it is. They use the "Phone" port on the ONT, not the one on the RG.
01-23-2014 10:00 AM
I hate to sound conspiratorial but it's almost as if with the new upgrades to their system, they don't want to carry any VoIP traffic from another provider. I'm sure their VoIP service would work just fine. I forget, but have you detailed your issues and what you've done, and sent that to CustomerCare (link in my sig)?
- edited 01-23-2014 10:25 AM
Otto, do you think that the MTU setting is the problem here?
If HT won't allow an MTU setting of 1492, perhaps the OP can find out what MTU setting HT is using. If their MTU setting is smaller than 1492, could be that their switches are blocking the larger packets (called jabbering) until they conform. Going past my understanding now....is 1492 required for Mcell operation or just recommended?
Perhaps the new RG doesn't support disabling fragmented packets. Seems unlikely but might account for the calls dropping.