Microcell issues with Windstream ISP

Highlighted
Tutor

Microcell issues with Windstream ISP

We have not been able to get our Microcell to function since the end of January.  Significant events during this time were an upgrade our ISP (Windstream) did to our area and software upgrade by CISCO on the ATT end.  After numerous calls to customer support with both ATT and Windstream we have:  Received a new Microcell from ATT, a new modem/router from Windstream and new SIM cards for our 4 and 4S Iphones.  In February we were able to get the M-cell to activate but the bars, even though solid would not show the M-cell on our phones.  The M-cell and phones were rebooted, hard rebooted and reset without success.  Early in February were were routed to the "Commitment Team" at ATT and were told that this was a CISCO issue and a software update would be forthcoming.  Prior to the update the 3G bars would go solid from time to time without the M-cell showing on the phones.  Once the CISCO update was performed, the bars stopped going solid and continue to flash.  Since that time I have continued to call the "C" Team only to be told that it is now an issue with Windstream and that Windstream is not responding.  I have given the representatives twice the contact information for our area Windstream manager and they have yet to call him.  I sense that ATT is not pushing the issue.  Windstream is at a loss because no ports are blocked and all other plug and play devices are working fine as well as the Verizon Booster on their dsl internet connection.  Can anyone give me any information?  The "C" Team is to call me today but I hold no hope that I will get any further information.

 

Message 1 of 13 (1,666 Views)
ACE - Master

Re: Microcell issues with Windstream ISP

What upgrades did your Windstream ISP do and did they give you a new RG? What upgrades by "Cisco on the AT&T end"? Do you mean the MicroCell?

 

What kind of  internet connection do you have?

 

How is your MicroCell setup?

 

What is the light pattern on the front of the MicroCell?

 

Have you tried to Reset Network Settings on your iPhones?

 

What do you mean by "Verizon booster on their DSL connection"?

 

What are your average speeds?

___________________________________________________________

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 2 of 13 (1,647 Views)
ACE - Professor

Re: Microcell issues with Windstream ISP

[ Edited ]

See the need for a standardized questionaire that you can copy and paste yet?

 

Windstar is a DSL ISP.  I believe the OP is saying that the Verizon Range Extender will work on the Windstar ISP. 

___________________________________________________________

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 13 (1,641 Views)
ACE - Master

Re: Microcell issues with Windstream ISP

Ok Ok Ok! I'll work on it. What a task-master you are Smiley Wink

 

Why would there be a need for a Verizon Range Extender with Windstar ISP. Could this be a possible interference issue like the Wilson?

 

If it's DSL, there could be line quality issues, distance, etc. The OP needs to come back with clearer details.

___________________________________________________________

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 4 of 13 (1,629 Views)
ACE - Professor

Re: Microcell issues with Windstream ISP

I believe the OP was relating the fact that Windstar indicated that the Verizon Range Extender works on their network, so they saw no reason why the Mcell wouldn't work....from their perspective anyway.

 

I don't think the OP was using a Mcell and a RE at the same time in the same location.

___________________________________________________________

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 5 of 13 (1,624 Views)
ACE - Master

Re: Microcell issues with Windstream ISP

Makes me wonder if Windstar and Verizon have some sort of arrangement because Windstar does offer a phone service. If so, it could be competitor blocking by Verizon which is something they are known to do. However, too early for that leap. Details, we need more details.

___________________________________________________________

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 6 of 13 (1,620 Views)
Tutor

Re: Microcell issues with Windstream ISP

It is my understanding the upgrade was to put the dsl through ethernet not the old way of switches?  They tell me it improved the speed and capacity in our area which is remote in the mountains of central PA, but truthfully our internet here recently seems more sluggish.  

 

This used to be the old Adelphia system and Windstream acquired them when they went bankrupt.  Very old and population has grown such in the area that the system has a hard time keeping up with the demand.  Our speed when I checked it a few days ago was:  Ping 50ms, Download 6.07 Mbps, Upload .67 Mbps.  This is about what it runs at any given time.  

 

Don't understand what RG is?  Could you explain.

 

We have DSL from dedicated outlet in the wall to the router/modem.  Windstream did that rather than having DSL go to every phone outlet in the house and eliminated the need for the filters.  Microcell is connected directly to the router/moden by ethernet cable.  I would mention we have had the Microcell for 4 years and it has worked fine with this set up and location.  M-cell is located in a window on the first floor of the house.

 

Light pattern:  Solid green power, ethernet, and satellite, flashing 3G but since Tuesday has turned solid green.  Yesterday at suggestion of Otto Pylot reset both the M-cell and the Iphones but the Iphone 4 will only show M-cell if phone is placed next to it.  If you take phone and move away the M-cell goes away on the phone.  Only two bars when next to the M-cell.  We used to have 5 anywhere in the house.

 

The one person in our area changed her service to Verizon because of her need for a cell phone and texting in her job.  She went with Verizon and they provide a signal booster that connects to the DSL.  She now has cell phone service.

 

I listed the average speeds above.

Message 7 of 13 (1,479 Views)
Tutor

Re: Microcell issues with Windstream ISP

The CISCO upgrade was to the M-cell by ATT and it was done on 2/27. I question if ours went through since we were not connected to the server at the time of the upgrade.
Message 8 of 13 (1,478 Views)
Tutor

Re: Microcell issues with Windstream ISP

Hey it is not Windstar it is Windstream.  Since they did their update, all other plug and play devices such as X-box, Verizon booster, Netflix etc work.  The M-cell seems to be the only problem.  Otto I have been PM you and don't think I should post to two places.  I have received a PM from ATT that they are going to have a manager contact me.  Will keep you updated to the progress by PM.

Message 9 of 13 (1,478 Views)
ACE - Master

Re: Microcell issues with Windstream ISP

I'm trying to find out what the "Cisco" upgrade was but so far have been unsuccessful. Sorry about "Windstar" Smiley Sad I meant Windstream.

 

Are you still using the Verizon booster? That may be confusing the phones because they are tying to connect to both.

___________________________________________________________

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 10 of 13 (1,464 Views)
Tutor

Re: Microcell issues with Windstream ISP - RESOLVED

My issue has resolved after being contacted by a Microcell specialist and the IC unit at ATT.  I was told that it was blocked ports by the ICU person and the Microcell specialist after working a good deal with me sent me another Microcell (2nd since February).  In the meantime I communicated the block port message to Windstream who swear they are not blocking any ports.  The Microcell arrived yesterday and it activated and I now have 5 bars on both phones.  Was this a Microcell issue or did Windstream do something.  Probably will never know.

 

CatMer

Message 11 of 13 (1,304 Views)
ACE - Master

Re: Microcell issues with Windstream ISP - RESOLVED

I answered your PM concerning your issue.

___________________________________________________________

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 12 of 13 (1,291 Views)
Contributor

Re: Microcell issues with Windstream ISP

I have a at&t Mcell,Have been trying to get it to work for several day,Was working with at&t Tec,

Yeasterday from 3Smiley Tonguem until 11:15 pm.Was told that some ports were blocked on my provider,Which is Windstream,Got in touch with Windstream,They put us on hold,then in about 20 min,assured us that all ports that At&t need open were open.Was back in touch with At&t,Tec.

Again this morning,8:30 Am. about 2 hour with At&t tec.After 3 hr,with Tec.He said everything was Good on their end,That Windstream needed to open these ports,123-500-4500 -443.

I then called Windstream,Was on phone with Windstream Tec.From 10:30,Am,Until 12:30 pm.

Where as they said it show on their end all ports were open,That the issue was with At&t?

And that they could do nothing else ,That I needed to get back with At&t,This has been a long run around,Since monday Up to day 8-18-2015,Desperate need help.My wife a heart patient having 2 open heart operation,has a pacemaker,and need to have Mcell operating,as the Signal is very poor here.ANY SUGGESTIONS-HELP-PLEASE

 

Message 13 of 13 (404 Views)
Share this topic
Announcements

Welcome to the AT&T Community Forums!!! Stop by the Community How-To section for tips on how to get started.