10-14-2013 10:32 PM
I just sent a message to the Admins about the connection issues. However, if all of you who are having Note 3 issues will send a PM to CustomerCare (link in my sig), that will certainly give weight to the issue and might get the engineers in gear. Phone support creates a ticket and sends it up the chain but CustomerCare is a more direct line further up. Just include your issue in detail, account info and location.
10-22-2013 3:04 PM
10-22-2013 5:52 PM
Huzzah! Success! Here's what I did to finally get mine to connect to the microcell again. No, I did NOT get a new SIM. This is the same process others have reported success with, although it was a bit of a pain for me because in the middle of the process the AT&T web portal went down for users AND mobility reps so I couldn't get it re-registered at first. But now all is well in my world. Hope it works for others!
I don't know whether or not ALL these steps are necessary, but it's what I did and it appears to have worked as it's connected now for the first time since I got it. Let's hope it's permanent.
As an AT&T employee, anything I say here is my own opinion. I do not speak on behalf of AT&T.
10-22-2013 5:55 PM
- edited 10-22-2013 7:08 PM
I did get my Note 3 yesterday even though I was worried about not being able to connect to Microcell. Without Microcell working on my phone I would have no service at all. I got home at 4:00 PM on 10/21/2013 and the phone would not connect. I tried restarting the phone and it still did not work. I used the following steps and the phone has stayed connected even after I left home and came back.
After I got home it would not connect so I took these steps and it worked.
Shut my phone off.
Logged into ATT wireless and went to the microcell page.
Deleted my number and signed off, then signed back on again right away.
Added my number back and logged out.
Turned my phone on and it connected.
I know others have tried this and have had no luck but it worked for me.
The sim card is white, gray and orange, if you need a picture just let me know. I got the micro cell a month after they came out, not sure what year it was.
I hope others will get there's to work and if you need any other info from me just ask.
10-22-2013 8:21 PM
Mike - There is supposedly an update via the MicroCell that will correct the issue with the Note 3's. Doing what you did basically re-initilazed the MicroCell and your connection (see the Technical Guide for more info on Initialization). Samsung/Google worked with AT&T for a fix that seems to be working now.
10-23-2013 7:19 AM
As one of the original individuals posting on this thread I'm happy to report that my Note 3 has been connected to the MicroCell since this weekend. My MicroCell was offline (blinking 3 light) for all of Saturday and most of Sunday despite many hard/soft resets and network reboots. I finally got fed up and disconnected then reconnected it to the AT&T network and that finally fixed the Note 3 connection problem. Of course one will never know if the MicroCell was offline this weekend due to the network outage that was co--occurring or an update (that fixed the note 3 issue) occurring. FYI AT&T customer service was good at following up on this issue, at least in my case. Also thanks Otto for pushing the issue and as a technical person I appreciate your guide.
HOWEVER....since the fixing the Note 3 connection problem I have had very poor voice service through the MicroCell. Basically when you talk while connected to the MicroCell it sounds like when one has very poor tower reception, i.e. lots of popping and clipping...which is worse for the person on the other side of the call than myself. I have very high bandwidth/QOS on my FIOS service and successfully used the Sprint version of the MicroCell for the past 4 years without problem so I highly doubt this is a bandwidth issue....though I suppose it's possible Verizon is specifically bandwidth limiting the MicroCell. I have "full bars" and a very low (good) dBm value on my phone when this occurs and I have made sure to place the MicroCell far away from anything that might interfere with it (router, tv, etc).
Has anyone had the same experience and found a way to correct the issue?
10-23-2013 8:39 AM
Thanks. Typically speaking, when you have bad call quality as you describe, it usually has something to do with the ISP (latency, packet loss, RTP jitter, etc). This may be related to the supposed update to the Note 3 that was recently pushed. Hopefully, AT&T and Samsung/Goolge will continue to work on the connection issues and eventually get a better fix. Also, when the MicroCell is reset completely, which is what people are basically doing now to re-establish connection, the MicroCell will go thru the entire activation process (detecting any nearby towers, adjusting its transmission strength, looking for updates, creating hand off lists, etc) and so will the phone. The phone will adjust its transmission strength as well and not all phones do that equally well. The activation process is detailed in the Guide but it is a complicated process.
10-23-2013 10:12 AM
Success! Used the steps suggested, reset the M-cell this morning and connected the Note3. Got a phone call on it within 10 min. Thanks all, free knowledge is very powerful. Thanks for sharing.
10-23-2013 10:30 AM
10-23-2013 10:45 AM
Wouldn't it be nice if we were informed as to what the problem was with the Note 3 phones and what was done on their side to correct the problem. Might help in future situations as far as diagnostic troubleshooting.
I am not an AT&T employee.
10-23-2013 11:27 AM
The word that I received a while ago is no, AT&T will not publically announce what the problem was nor what they and Samsung/Google had to do to correct it. The same is true for the Nokia issues. Proprietary information is my guess.
10-23-2013 1:20 PM
I did the same thing that haloguy did:
1. Turn off Note
2. De-register MC on AT&T website and log off
3. Reset the MC with the reset button in back of the MC
4. Register the MC on AT&T website
5. Wait till the registration and update finish
6. Turn on Note
My Note 3 connected and is working.
10-23-2013 2:39 PM
This seems to be the "fix" for re-connecting to the MicroCell Service Area after the network outage and the un-related incompatibility issues with the new Note 3 after an apparent updated was pushed out by AT&T/Samsung-Google. What you are basically doing is setting up your MicroCell as if it was brand new but doing the additional step of a hard reset (which totally clears out the memory and settings).
10-23-2013 8:00 PM
Use of the hard reset is covered in the Technical Guide. I will try to make it a little clearer when I update it to version 1.3.
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