Microcell is connected but won't place calls

Tutor

Microcell is connected but won't place calls

So this very same thing seems to be happening in Virginia Beach, at least its happening to me. I trouble sot with AT&T support, they finally opened a support incident, I was supposed to be contacted by the 12th, noting. I called back on the 13th and asked what gives, they said they would be contacting me the next day, or the day after. Nothing. Very frustreaed with the lack of communication.

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Message 1 of 24
ACE - Master

Re: Microcell is connected but won't place calls

Ok. We need to start from the beginning with a few questions.

 

What exactly is the problem?

How do your have your MicroCell setup?

Who is your service provider and what kind of service?

What kind of phone do you have?

What does the light pattern on the MicroCell look like?

Was the MicroCell purchased from AT&T or did you buy it second hand?

What have you done so far to troubleshoot?

 

Answer those and we'll take it from there. Also, you might want to check out my Guide (link in my sig) to see if there is anything there that will help you.

___________________________________________________________

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 2 of 24
ACE - Professor

Re: Microcell is connected but won't place calls

@ Otto - This is why there needs to be a sticky for people to read informing them before they post as to what information needs to be provided so we can help.  That way you don't have to ask the same questions over and over again.

___________________________________________________________

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 3 of 24
Tutor

Re: Microcell is connected but won't place calls

 

What exactly is the problem?

 

Same as everyone else on this thread. Lights are good but no calls go through, no calls get in.

 

How do your have your MicroCell setup?

 

A network device on my switch

 

Who is your service provider and what kind of service?

 

Verizon FIOS

 

What kind of phone do you have?

 

Iphone 5s, Iphone 4s, and a 3g messaging phone.  all have the issue. 

 

What does the light pattern on the MicroCell look like?

 

Four solid green lights..

 

 

Was the MicroCell purchased from AT&T or did you buy it second hand?

 

Purchased, and replaced as part of troubleshooting.  No joy..

 

 

 

What have you done so far to troubleshoot?

 

Reset ActionTec to factory, reset the MC, put the MC in the DMZ, replaced the MC.. Plus all the stuff Tech Support required before she could open a ticket they could ignore..

 

Message 4 of 24
ACE - Master

Re: Microcell is connected but won't place calls

Four solid green lights. I'm assuming that means Power, ethernet, GPS, and 3G. If that's the case then your are registered and connected to the AT&T servers, or at least that's what it indicates.

 

The network switch, do you mean a router or something like a gigabit switch.

 

Did your MicroCell ever work with any of the phones?

 

Have you tried to reset the network settings on your phones?

___________________________________________________________

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 5 of 24
ACE - Master

Re: Microcell is connected but won't place calls


Avedis53 wrote:

@ Otto - This is why there needs to be a sticky for people to read informing them before they post as to what information needs to be provided so we can help.  That way you don't have to ask the same questions over and over again.


I've thought about it but most people don't pay attention to the stickies 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 6 of 24
ACE - Professor

Re: Microcell is connected but won't place calls

@ Otto - Next best thing...create a questionaire in Notepad asking all the basic questions and save it.  When someone posts "My Microcell doesn't work, how do I fix it?", copy and paste the questionaire into the post and save yourself from typing the same old questions over and over again.  Just a thought....

___________________________________________________________

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 7 of 24
ACE - Master

Re: Microcell is connected but won't place calls

Not a bad idea. I'll work on it.

___________________________________________________________

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 8 of 24
ACE - Professor

Re: Microcell is connected but won't place calls

To the OP:

 

What kind of Ethernet switch is?  Is it a "cut through" switch or a "store and forward" switch?

 

Given the finicky nature of a Mcell, I wouldn't think it would like sending packets through a switch.  Did your Mcell ever work?  If it hasn't, I'd move the Mcell off the switch and and connect it to your router/gateway.

___________________________________________________________

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 9 of 24
ACE - Master

Re: Microcell is connected but won't place calls

@Avedis53- posted an answer to the SIP ALG question in the other thread.

___________________________________________________________

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 10 of 24
Tutor

Re: Microcell is connected but won't place calls

Sorry, I have been away.. To try to answer all the questions...

 

Yes the Microcell worked fine in this exact configuration for several years.  Switched to FIOS, and it worked for a few weeks, then just quit.  

 

The switch is a NetGear 24 port managed gigabiit switch.  However, as part of the endless things we did to trouble shoot, we have placed the MicroCell right on the ActionTEC, no change. 

 

Yes I have reset the network setting on my phone, ad both my son;'s phone.  No change..

 

I have had Urgent Care on the line, they sday they can see the MC, and it shows that it is working fine, and all the required ports are open.   However the device will not place calls, or allow calls in.. 

 

They stopped retuning my calls last weekend.. 

Message 11 of 24
ACE - Master

Re: Microcell is connected but won't place calls

Ok. You have FiOS so I'm assuming that's Verizon. Who did you have before?

___________________________________________________________

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 12 of 24
Tutor

Re: Microcell is connected but won't place calls

I had Cox communications before.  But as I mentioned, it was working fine on FIOS for several weeks.  The FIOS people are completely incapable of helping me.   I am genuinely amazed at the limits that have been placed on them.  They literally try to hand you off to an additional for pay service as soon as you start talking about opening ports.  They are literally trained to ask if you can browse the web, and if the answer is yes, then their service is working 5x5.   However, as I mentioned earlier, the AT&T people say they can see the Microcell on the network, and can see that ports are open.   I tried chatting with ActionTec support, and all they had me do was put the thing in the DMZ (Which was step 2 before I called anyone for help) and that made no difference. 

Message 13 of 24
Tutor

Re: Microcell is connected but won't place calls

What I was hoping for, was someone at AT&T could look at the log files, or enable a diagnostic mode, and immediately pinpoint why the calls drop. I mean the phone shows it's connected to the MicroCell, and then the phone reports the call failed whenever I try to place a call (or anyone else whose phone is connected to the MCell.  So it seems reasonable to say that there is something going wrong with the Microcell, I just need them to tell me what it is. Then I can either fix it if it's in my power, or tell Verizon what they need to fix, since Verizon Tech support is clueless and refuse to troubleshoot anything, 

Message 14 of 24
ACE - Master

Re: Microcell is connected but won't place calls

It's not necessarily a MicroCell problem. If all of the lights are solid green (power, ethernet, GPS, 3G), AT&T can see the MicroCell, the necessary ports are open, and your phone displays M-Cell (or something like that), then the MicroCell is working. The only thing you can do at this point in time is try a hard reset and/or reset network settings on your phone. If you are able to activate (solid green 3G light), your phone displays M-Cell, and still can't make a call, it's probably Verizon, in which case your out of luck.

 

Verizon is notorious for blocking another service provider's access to their network because Verizon wants you to use their products, not a competitor's (especially AT&T).  All indications are that you have a connection to the AT&T servers, but once you attempt to place a VoIP call, it doesn't go thru. That, more than likely, is Verizon blocking your call. Verizon will of course deny it and will not help you with the MicroCell because it's not their product. AT&T can't help you because they can't tell Verizon how to run their network. And you, as the customer, gets caught in the middle. Remember, Verizon is who started the whole net neutrality thing and won. So they can do what ever they want to do.

 

See if the hard reset/phone reset works. It is possible that the MicroCell is defective but I doubt that you would be able to connect or one of the lights would be blinking red or a solid red.

___________________________________________________________

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 15 of 24
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