INTERMITTENT CALL DISTORTION ON RECEIVING END OF MICROCELL CALL

Mentor

INTERMITTENT CALL DISTORTION ON RECEIVING END OF MICROCELL CALL

A similar issue is described in detail on this Apple forum: https://discussions.apple.com/message/11836349#11836349 Just recently purchased the iPhone 5s and am using the Microcell. I have the OPPOSITE problem as described in the above thread in that it's the RECEIVING end of the call that is getting garbled distortion (hearing every other word) despite all bars (or dots) being solid on my end, whereas my audio is perfect. AT&T is sending a new MCell, but I have my doubts that will fix the issue. I even upgraded my ISP to over twice the bandwidth to no avail. I thought it might be a problem with my bluetooth noise canceling, but I powered it off during the problem call and the distortion continued on their end. The only way it stops it to end the call and redial. It is strange that it's only the receiving end that is getting the garbled. I would appreciate any and all feedback as to possible causes!!! I use this for business and this is unacceptable.
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Message 1 of 85
ACE - Master

Re: INTERMITTENT CALL DISTORTION ON RECEIVING END OF MICROCELL CALL

Yes, please report back as it does sound like someting is amiss with your connection/service.

___________________________________________________________

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 61 of 85
Mentor

Re: INTERMITTENT CALL DISTORTION ON RECEIVING END OF MICROCELL CALL

Yeah, it took me a few times to explain to the tech that it wasn't my cell service or the MCell to blame. I guess I will need to call back after 2 weeks. So, if the line monitoring comes back negative for any issues, then what?

Message 62 of 85
ACE - Master

Re: INTERMITTENT CALL DISTORTION ON RECEIVING END OF MICROCELL CALL

Let's work on that if, and when, it happens.

___________________________________________________________

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 63 of 85
Mentor

Re: INTERMITTENT CALL DISTORTION ON RECEIVING END OF MICROCELL CALL

So, I checked on the status since it's been over 2 weeks since putting in the request for a "line quality check".

 

ME: Back on 02-12-13, I requested a line quality check on my internet cable service to run for 2 weeks. I was told that I would be contacted if there were any line issues. I wanted to therefore confirm
that since I received no call, the line quality was intact during that 2-week period. Please advise.

COX:  Thank you for your reply.

I have checked your modem signals and it is working properly and there
are no reports for Outages in your area or caused in your service line.
 
We hope that we have been able to provide you with the information you
requested. If we have not, or if we can be of any additional service to
you, please do not hesitate to contact us again.

ME: What I stated has NOTHING to do with the modem or outtages. As I stated,
the rep I spoke to was in tech support and agreed to monitor the LINE
QUALITY that was to be monitored for TWO WEEKS. That should've been
notated on my account. The reason for this is because I use a cell
booster through my internet service to make and receive calls and my
calls are getting intermittent distortion. I needed to rule out my Cox
service as the culprit. I need to know of their findings, NOT YOUR
FINDINGS. Please advise with correct data.

COX: Thank you for your reply. I understand you experienced recent
connectivity difficulties with your system. I apologize for this
inconvenience.

I have verified my resources and there are currently no outages in your
area. However, I have noticed that your cable modem is an outdated
device in the Cox network. Cox switched to a newer and better technology
that allows all our clients to experience the best performance from
their cable modem. However, this recent upgrade affected certain cable
modem models that do not support the higher speeds.

Please be aware that we do not troubleshoot routers, but computers that
are directly connected to the cable modem. Hence, to find out if this is
a connectivity difficulty derived from the cable modem, please bypass
your router and connect your computer directly to the cable modem.
Should it perform just fine, this will be a difficulty with your router
and/or network adapters. Although we are not liable for these device's
performance, I will provide you with some orientation on how to remedy
this situation.

As you can see, they didn't even acknowledge there was a line test. The rep who did agree obviously lied to me or didn't notate my account when I asked him to. Talking to low level CSR robots got me nowhere and forget asking for a supervisor. Already tried, and all I get is, "what is the issue, I can handle it." I don't think they undertood any such thing as a line quality test, because to them, as long as I'm getting services and a good signal, they have no further support to offer!

 

WHAT NOW???

 

Message 64 of 85
ACE - Master

Re: INTERMITTENT CALL DISTORTION ON RECEIVING END OF MICROCELL CALL

Wow. I'd put your ugly hat on and push to get higher up the support chain.

 

"Cox switched to a newer and better technology
that allows all our clients to experience the best performance from
their cable modem."

 


Do you know when that switch took place? Could it have been around the time you started having issues?

___________________________________________________________

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 65 of 85
Mentor

Re: INTERMITTENT CALL DISTORTION ON RECEIVING END OF MICROCELL CALL

I have no idea when they switched and it's a waste of time to pursue further with them when they won't even allow me to speak to a supervisor.

 

The only true test which was already suggested is to somehow get another AT&T phone other than iPhone and test this for a few weeks. Unfortunately, it is not possible at this time.

 

The good news: Supposedly, a new cell tower is finally going up in my area that would eliminate the need for the MCell in the first place. Would be a miracle if it happens, but I'll believe it when I see it. That would be the ultimate solution.

Message 66 of 85
ACE - Master

Re: INTERMITTENT CALL DISTORTION ON RECEIVING END OF MICROCELL CALL

Yeah, I'd rather have full cell coverage in my home than use the MicroCell but I can't complain too much because it has delivered as promised with no issues. My gut tells me that there is just something about cable connections that messes with the MicroCell unlike the old copper lines used for ADSL2 (which is what I have).

 

It would be great if you could find someone who had an AT&T mobile account and add them to your Approved User list to see if they had any call quality issues.

___________________________________________________________

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 67 of 85
Mentor

Re: INTERMITTENT CALL DISTORTION ON RECEIVING END OF MICROCELL CALL

As I mentioned previously, I have a couple friends with AT&T accounts, but they live too far and both have iPhones.
Message 68 of 85
ACE - Master

Re: INTERMITTENT CALL DISTORTION ON RECEIVING END OF MICROCELL CALL

Sorry.

___________________________________________________________

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 69 of 85
Mentor

Re: INTERMITTENT CALL DISTORTION ON RECEIVING END OF MICROCELL CALL

It's ok. I think the only hope at this point is the new tower my HOA recently approved. It sounds like it's only a matter of a couple weeks. Until then, putting up with the occaisional distortion is ok. I appreciate yours and everyone's help thus far.

Message 70 of 85
Highlighted
ACE - Master

Re: INTERMITTENT CALL DISTORTION ON RECEIVING END OF MICROCELL CALL

Well let us know if anything changes and what happens after the new tower goes in. I'm assuming it is an AT&T tower or at least a shared tower.

___________________________________________________________

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 71 of 85

Re: INTERMITTENT CALL DISTORTION ON RECEIVING END OF MICROCELL CALL

Hi there, I wanted to add myself to this thread. I'm having the exact same issue with my MCell and my iPhone 5S (running iOS 7.1.1).

 

When I'm on a call (no matter whether I initiate the call, or if someone calls me), if I talk any longer than 15 minutes or so, the other party tells me I'm cutting out really badly. If I'm on a shorter call, I don't have this problem. I have Comcast with a 100Mbs service down and 30Mbs service up. The MCell is wired directly into my Comcast router, no wireless or any devices on the network between the MCell and the router. I've tried resetting the iPhone, new iOS firmware install, resetting the router, resetting the MCell, and the problem continues to exist. I also had this same problem with my iPhone 5.

Message 72 of 85
ACE - Master

Re: INTERMITTENT CALL DISTORTION ON RECEIVING END OF MICROCELL CALL

I have an iPhone 5 running iOS 7.1.1 with no call quality issues at all. No problems with the 5S, 4, or an old Samsung either. I've pasted our list of questions for you to answer. It helps us set a baseline so we don't repeat ouselves.

 

MicroCell™ TroubleShooting Questions:

 

 

  1. Do you have an active postpaid AT&T mobile account?
  2. Do you have a combined modem/router or a separate modem and router? What are the model numbers?
  3. Have you met the minimum requirements for router configuration as outlined in the Tech Guide?
  4. What are your download and upload speeds?
  5. What kind of internet service do you have (ADSL, cable, WiFi)?
  6. Are you using the basic connection (modem -> router -> MicroCell) or the alternate connection (modem -> MicroCell -> router)?
  7. What other equipment (computers, WiFi TV’s, Xboxes, Playstations, etc.) do you have connected to your network?
  8. What does the light pattern look like on the MicroCell (power, ethernet, GPS, and 3G)? Are they all a solid green or is any of them blinking green or red, and if so, which one?
  9. Does the ac adapter feel warmer than the top of the MicroCell where the vents are?
  10. Are all of the cables firmly in place?
  11. Have you checked your line speed, http://www.speedtest.net/ ? If so, please post results.
  12. Have you checked to see if you line is adequate for VoIP, http://www.voipqualitytest.com/ ? If so, please post your results.
  13. Have you checked the Technical Guide?

 



___________________________________________________________

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 73 of 85
Teacher

Re: INTERMITTENT CALL DISTORTION ON RECEIVING END OF MICROCELL CALL

Same issue.  On calls other party says 'your breaking up, cant understand you, where did you go" until the call disconnects. 

 

Have tested lines, reset phone, mcell, router, set mtu, disabled firewalls, etc..  Nothing helps.  Any idea what HW version your mcell is?

Message 74 of 85
ACE - Master

Re: INTERMITTENT CALL DISTORTION ON RECEIVING END OF MICROCELL CALL

For the record, my MicroCell is version 2. Please respond to the list of questions that I posted for the poster above and we'll take it from there. Your ISP, locatoin, and setup would be helpful as well.

___________________________________________________________

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 75 of 85
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