3G MicroCell connectivity problem with the Apple iPhone 3GS

sarahca.tt · ‎05-02-2010

Since it was first available on Sunday, May 9, 2010, I have been trying an AT&T 3G MicroCell to get a usable signal at my home for my two iPhone 3GS.

Before the MicroCell:

The local signal was thought by AT&T to be "Best" but in this part of my city, that has turned out to be 2 bars...outside in the open...and sometimes less. Inside the house, audio is distorted and calls last 15 seconds or less. We do not yet have 3G service in my city.

With the MicroCell:

The signal with the iPhones connected is 5 bars and 3G...woohoo! The problem is that when I return to my home from outside, the iPhones do not automatically connect to the AT&T 3G MicroCell...they won't connect on their own...ever. I just confirmed that AT&T and Apple have discovered that some (possibly thousands, according to AT&T) apps maintain a continuous data connection and thus prevents the reconnection to 3G MicroCell because AT&T does not allow a hand off from macro cells to the 3G MicroCell.

AT&T claims that this problem is exclusive to the iPhone and since they don't have control over the iPhone or its apps, they consider the matter closed. AT&T claims that no other 3G phone has this problem. I can't confirm any of this from any source other than AT&T MicroCell Customer Service, but since I only have AT&T service because I wanted iPhones, I can't determine any further.

Conclusions:

1. AT&T service is unusable at my home since the end of 2009. It was acceptable before but since they have started the conversion to 3G, the manager of the AT&T Store where I obtained both the iPhones and the service explained that the new cell site (the transponders, I assume) use a lower frequency than the 2G service and the propagation is not as good.

2. I switched from a good 3G network (Verizon) ONLY because I really wanted the iPhone and I was willing to live with slower data, but I have virtually unusable voice service at home without the MicroCell.

3. The AT&T MicroCell Support person when I asked which iPhone apps or type of app caused the MicroCell problem, he explained that he could not provide that information. I'd be somewhat more satisfied if either AT&T or Apple could provide some guidance.

4. AT&T considers this matter unresolvable and refused escalation because it's '...an iPhone problem, not a MicroCell problem...' I appreciate this on some level but here I am, caught between two companies who exclusively provide one product/service and I can either have no voice service at home, or not have a fully functioning MicroCell system unless I use something other than an iPhone. If I wanted something other than an iPhone, I would still be with Verizon...or back with Sprint, my original wireless company from 9 years ago.

How do you like them Apples? I know, the pun is over the top.

Regards,

Central Illinois Wireless WatchCat

shenanigans · ‎03-04-2008

Is it so hard to pop your phone into airplane mode for a minute when you get home? Really? All phones with an active connection to the network will have this problem and most of the time that is caused by a data application or if you are actively on a phone call. Just make sure neither of those things are happening at the time you want to switch to the MicroCell, no matter what kind of phone you are using.

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s positions, strategies or opinions.

DreaminZ · ‎05-07-2010

That doesn't make any sense! The iphone doesnt support background/multitasking for Apps (yet). So an App cannot keep a data link up. And it can't be one of the core Apple apps, because then ALL iphone user would be experiencing this problem.

...my iphone switches to my microcell immediately...

sarahca.tt · ‎05-02-2010

Actually, it's not entering and leaving and I don't care about continuity of an active call in either direction. The issue is that for a variety of reasons, the MicroCell can fail and then recover and when that happens, phones sitting in their sync/charging cradles will not reconnect without intervention.

Unless I'm constantly sitting in the room with the MicroCell, I don't really know if it 'glitches' (I've had that experience with the original MicroCell and with the replacement and that is expected. Nothing works 100% of the time, but automatic recovery is needed.). If I receive a call after a glitch and I have an incoming call, I have really poor audio and the call will terminate in a matter of seconds if I'm on the AT&T macro cell network.

If I were to receive a text when the MicroCell recovers after a glitch (That's what happens when the MicroCell completes its initial install and provisioning.), then I would know to reset the phone.

Unlike a lot of posts I have seen, I'm willing to buy my solution and I am not concerned about leaving home or arriving home while on the phone. I just want a predictable and controllable result so I can call home when I'm away (without resorting to my employer-supplied Verizon Blackberry) or receive calls on my iPhone at home that are usable without having to switch to my Vonage VOIP and call someone back.

The only upside to having poor service at my home is that I have huge surpluses in connection time (minutes) because I rarely use either iPhones for voice communication. One of the downsides is that I can rarely call home using my unlimited mobile-to-mobile time between the two iPhones on my account.

sarahca.tt · ‎05-02-2010

Thanks!

The explanation was not plausible to me, either, but as you can see from my post a few minutes ago, I am caught between the two companies. The impression I got from AT&T Support was that other MicroCell iPhone customers were having the same problem and that customers with ANY other phone and the MicroCell were not having the problem. That's pretty much what Support said: If you have an iPhone and you use a MicroCell, you are doomed to have to reset the iPhone to reconnect to the MicroCell.

One question, is your regular AT&T Wireless (without the MicroCell) coverage 3G or 2G at home?

thively · ‎10-16-2003

Our iPhone swithch to the microcell automatically as well. When I get close to my house it automatically swithches over, same at work.

This really is a bizarre problem and I wish I had suggestions. I thought maybe it could be very brief broadband interruptions bringing the VPN down and causing connection issues. But I've pulled the ethernet from mine until the lights flash and the iPhone disconnected from the microcell. But after reconnecting it and the microcell was back up and happy, the phones just reconnect.

I can only offer one total shot in the dark. Go in to the iPhone Settings. Settings>General>Reset>Reset Network Settings. This will soft reboot the phone and in the process it will completely wipe out the stored wireless network info. See the phone will keep track of what frequency and tower info is working in the area so that it'll find connections quicker. If you turn the phone off and back on, it will used these cached configurations to get back online faster than doing a cold search. Reset network settings will force the iPhone to 'forget' everything, search for networks, and rebuild it's knowledge of the network.

A word of warning, it will earase all of your wifi settings too. So be prepared to re-enter any wifi passwords.

I have found at times when my phone simply refused to connect to 3G find a stronger nearby tower, this will work. Perhaps the phone is stubbornly "stuck" preferring the AT&T network.

The other thing, which is very obvious, is to make sure your iPhone software is up to date (just connect to iTunes.)

Lastly, it's possible a new SIM could fix the problem. SIMs contain network preference settings. It shouldn't make a difference. But going to an AT&T store and asking for them to give you a new SIM because you're having trouble connecting to your microcell won't take long. I know it's an inconvenient errand, but worth a shot.

sarahca.tt · ‎05-02-2010

In no particular order:

1. The SIM was replaced two weeks ago...no effect.

2. My iPhone is cradled and synced to my Mac every night and I do updates as soon as they are released.

3. Network Settings has been reset a number of times. That restores the connection to the MicroCell but does not resolve the problem of it automatically reconnecting if the MicroCell glitches or if I leave home and return.

4. I have no 3G in my area and no strong macro cell signal. It's 2 bars at maximum and is 4 to 5 bars less than a mile away in any direction except west.

Thanks for jumping in!

DreaminZ · ‎05-07-2010

Do you have Notifications turned on? That's the only thing i can think of that *may* keep a background datalink up...

DreaminZ · ‎05-07-2010

When you go to Setting -> General ... do you see a 'Profile' setting?

Have you reset your Network Settings?

sarahca.tt · ‎05-02-2010

Notifications are 'off'. That's one of the first things I checked.

sarahca.tt · ‎05-02-2010

UPDATE:

According to the GM at my AT&T Store, after she discussed this case in depth with her internal support rep, AT&T Wireless does NOT agree that the Apple iPhone 3GS (or 3G) has an acknowledged problem with automatic MicroCell reconnects. The statement about applications and persistent data connections causing the problem is also not factual and the AT&T people I work with have no idea where the support rep got the idea that idea or why he told me what I've related on this forum.

The problem still exists and AT&T does not yet know the cause or the solution, but it is being escalated and it is a support case and will be until it is resolved. At this time, it's not.

A support rep was supposed to call me on Thursday, May 13th, but he has not. The AT&T Store Manager gave me direct contact information for Tech Support for the MicroCell and if I have not heard from the rep by Friday morning, I will call them.

I'll update this topic if and when I have any resolution or the case is closed. I'll either explain the root problem or I'll let you know if either AT&T or Apple (I have a support ticket open at Apple on my extended support contract, too.) throws my iPhone/MicroCell system under the proverbial bus.

sarahca.tt · ‎05-02-2010

I appreciate your reply, but as your disclaimer states, your opinions "...don't necessarily represent AT&T's positions, strategies or opinions." In this case, they apparently do not.

AT&T considers the trouble report a defect (in that a defect is defined as unexpected behavior under particular conditions) and that the root cause should be determined and resolved. I have support cases open with both AT&T and Apple and I'm posting on this forum so that others who have similar problems will not have to work as hard as I have to achieve a properly working system.

I'm reasonable certain that between the two companies and my persistence, a solution will be forthcoming.

radamchak · ‎05-14-2004

.. for what it is worth, the Microcell does work.

I bought the 3G Microcell yesterday. I set it up, rebooted all devices in the Internet thread as recommended, and rebooted my iPhone. My phone came online within 30 minutes. My son's Samsung and my wife's iPhone came online without any intervention on my part. I also have dynamic hand-off between iPhone and 3G Microcell with ease.

My current configuration is Cox ISP/American Scientific cable modem/Apple Time Capsule router. I did not modify any standard settings in my Apple router.

I also have a Motorola V600 and a Handspring Treo 600.

ewicp · ‎07-14-2010

I'm curious. Why would you spend ANOTHER $150 with this carrier to solve a problem that shouldn't exist in the first place?

I only say that because in my area, AT&T says it's the best coverage they have. 6 towers nearby and VERY orange on the coverage map. Now if you look at the 3G map my area and everything within 10 miles, is solid blue. I am pretty sure that means that I have the best coverage at home and at work, 2G, Edge, or 3G. What I can't figure out, and AT&T will not disclose the truth, is why do I generally have "No Service" at both locations? This goes for a Razor, (years ago) Apple 3GS, and Apple 4.

So, why exactly would I want to spend $150, use MY broadband service, (that I pay for) on a piece of equipment that SHOULDNT be necessary and will probably burn out in a year or two? (facilitating the need to spend another $150) ???

MALLINCAMUSA · ‎08-28-2010

PARDON THE CAPS BUT I HAD SHOULDER SURGERY AND AM TYPING WITH ONE FINGER.

WE GOT A 3G MICROCELL AS WE VIRTUALLY HAVE NO COVERAGE INSIDE OUR HOME. WE ARE 800' OFF OF HWY 41 AND 1 MILE OFF OF I-59 AND USE TO HAVE BETTER COVERAGE BEFORE WE GOT A 3GS (WIFE) AND 4 (ME). WE ACTIVATED THE MICROCELL LAST NIGHT AND WERE PLEASED THAT WE BOTH NOW HAVE 5 BAR 3G SERVICE - UNTIL WE WALK OUTSIDE AND RETURN TO OUR HOUSE. NEITHER IPHONE RE-ESTABLISHES A LINK WUTH THE MICROCELL UNLESS WE TURN THE PHONE ON AND OFF. IF I WAS LOCKED IN MY HOUSE THIS WOULD NOT BE A PROBLEM. DO I HAVE TO PUT A SIGN ON EACH DOOR TO REMIND ME TO CYCLE THE PHONE WHEN I ENTER THE HOUSE.

WE CALLED TECH SUPPORT TONIGHT AND THE FIRST PERSON WE SPOKT TO WAS CLUELESS. SHE SAID SHE WOULD CHECK WITH SOMEONE ELSE AND CALL BACK. SHE DID AND SHE SAID THAT WHILE WE ARE OUTSIDE, THE REMOTE CELL TOWERS TAKE CONTROL OF OUR PHONES AND THEY WILL NOT RELEASE CONTROL UNLESS WE SHUT THEM DOWN ONCE WE ARE INSIDE AND THE MICROCELL CAN ASSUME CONTROL.

THIS THREAD HAS BEEN GOING ON SINCE MAY. ONE WOULD THINK AT&T WOULD TAKE THIS AS A SERIOUS PROBLEM AND NOT AN INCONVENIENCE.

JACK HUERKAMP

treisner · ‎07-05-2007

I have and iphone 4 and Microcell with the same problem, but it is not consistent. Sometimes, I come back in the house and I have the Microcell connection. Sometimes I need to cycle the power. Turning airplane mode on and off does not work for me, I need to do a power off and back on to get the connection.

I bought the microcell two weeks ago and clearly this problem along with the skipping problem was well known by then. I don't understand why AT&T sells these to Iphone 4 users without a warning that it might not work very well. When it works, it is great, but several times, after answering and the getting dropped from an inbound call, I check the phone and see that it hasn't reconnected to the microcell. It is very annoying.

MALLINCAMUSA · ‎08-28-2010

WELL WE HAVE COME TO FIND OUT THAT WE DON'T HAVE TO LEAVE OUR HOUSE TO HAVE THE MICROCELL DROP CONNECTION. THE MICROCELL IS ABOUT 25' FROM OUR BEDROOM AND WE AWOKE THIS MORNING TO FIND BOTH IPHONES OFF OF MCELL. SOMETIME DURING THE NIGHT, THE CONNECTION WAS SEVERED.

DOES AT&T HAVE AN IPHONE APP THAT ACTIVATES A FLASHING STROBE WHEN MCELL CONNECTION IS LOST? WITHOUT SUCH AN APP I AM CONSTANTLY HAVING TO LOOK AT MY PHONE TO CONFIRM THAT MCELL IS ACTIVE. IT REMINDS ME OF THE OLD "CAN YOU HEAR ME NOW?"

JACK HUERKAMP

MALLINCAMUSA · ‎08-28-2010

AFTER COMPLAINING TO BOTH APPLE ABOUT THE WAY THEY WE BEING TREATED BY AT&T AND WITH AT&T DIRECTLY ABOUT THE WAY THE MCELL WAS BEHAVING, AT&T SAID THEY WOULD INVESTIGATE. THEY CALLED BACK THIS MORNING TO SAY THAT THE MCELL IS WORKING AS DESIGNED. WHEN ONE LEAVES THE ZONE OF COVERAGE OF THE MCELL AND ITS CONNECTION IS DROPPED, IT WILL NOT RECONNECT WHEN RE-ENTERING THE AREA OF COVERAGE OF THE MCELL. THE PHONE MUST BE POWERED DOWN AND RESTARTED TO GET BACK ON MCELL COVERAGE.

SO WHY IS MCELL SERVICE LOST AT NIGHT WHILE THE IPONES ARE CHARGING 20' FROM THE TOWER?????????????????

JACK HUERKAMP

dellsweig · ‎08-09-2010

AFTER COMPLAINING TO BOTH APPLE ABOUT THE WAY THEY WE BEING TREATED BY AT&T AND WITH AT&T DIRECTLY ABOUT THE WAY THE MCELL WAS BEHAVING, AT&T SAID THEY WOULD INVESTIGATE. THEY CALLED BACK THIS MORNING TO SAY THAT THE MCELL IS WORKING AS DESIGNED. WHEN ONE LEAVES THE ZONE OF COVERAGE OF THE MCELL AND ITS CONNECTION IS DROPPED, IT WILL NOT RECONNECT WHEN RE-ENTERING THE AREA OF COVERAGE OF THE MCELL. THE PHONE MUST BE POWERED DOWN AND RESTARTED TO GET BACK ON MCELL COVERAGE.

SO WHY IS MCELL SERVICE LOST AT NIGHT WHILE THE IPONES ARE CHARGING 20' FROM THE TOWER?????????????????

JACK HUERKAMP

_____________________________________________________________________

That is totally untrue....

I can walk in and out of my MC coverage zone and transfer between Macro and Micro cell. There are limitations on call handoff if there is an active call but not an idle phone..

If you ISP drops your connection (sometimes dsl circuits will drop on inactivity), then the MC will terminate the Microcell. When your ISP connection comes back - the phone should re-associate...

What is your ISP connection - cable or DSL? If DSL are you using a home router for connection management (dsl modem in transparent bridge mode)??

dellsweig · ‎08-09-2010

MALLINCAMUSA wrote:
AFTER COMPLAINING TO BOTH APPLE ABOUT THE WAY THEY WE BEING TREATED BY AT&T AND WITH AT&T DIRECTLY ABOUT THE WAY THE MCELL WAS BEHAVING, AT&T SAID THEY WOULD INVESTIGATE. THEY CALLED BACK THIS MORNING TO SAY THAT THE MCELL IS WORKING AS DESIGNED. WHEN ONE LEAVES THE ZONE OF COVERAGE OF THE MCELL AND ITS CONNECTION IS DROPPED, IT WILL NOT RECONNECT WHEN RE-ENTERING THE AREA OF COVERAGE OF THE MCELL. THE PHONE MUST BE POWERED DOWN AND RESTARTED TO GET BACK ON MCELL COVERAGE.

SO WHY IS MCELL SERVICE LOST AT NIGHT WHILE THE IPONES ARE CHARGING 20' FROM THE TOWER?????????????????
JACK HUERKAMP

As I said above - it sounds like your DSL is dropping

Here is someone elses solution

http://forums.wireless.att.com/t5/AT-T-3G-MicroCell/Lost-3G-signal-again-any-suggestions/td-p/200069...

MALLINCAMUSA · ‎08-28-2010

"That is totally untrue...."

WELL, THAT IS EXACTLY WHAT WE WERE TOLD BY AN AT&T SERVICE REPRESENTATIVE. WITH THAT SAID, WE ARE USING A CABLE INTERNET CONNECTION TO THE MCELL. WE WENT TO CABLE AS AT&T DID NOT OFFER FAST ENOUGH SERVICE WHERE WE LIVE (6MBPS VS 20 FOR CABLE). THE MCELL IS CONNECTED TO A D-LINK EXTREME N WIRELESS ROUTER.

JACK HUERKAMP

MALLINCAMUSA · ‎08-28-2010

THE MCELL NEVER LOOSES CONNECTION TO THE INTERNET - THE LIGHTS NEVER FLASH AND ARE ALWAYS ON STEADY. WHAT IS LOST IS IPHONE CONNECTION TO THE MCELL WHEN RE-ENTERING ITS RANGE AFTER LEAVING THE HOUSE.

JACK HUERKAMP

segalsegal · ‎10-28-2010

The same problem is being discussed at another thread with more posts and page views, where I posted the following:

http://forums.att.com/t5/AT-T-3G-MicroCell/iPhone-Not-Connecting-to-Microcell/m-p/2525293/highlight/...

I can get iPhone4s to connect to the MicroCell if I reboot the phone or toggle 3G. But if I'm connected to the MicroCell and walk out of range and pick up a tower AT&T signal, when I come back the phone doesn't detect the MicroCell unless I reboot or toggle 3G.

I'm using a second MicroCell after the first died after a power failure (despite being on a surge protector). It seemed like this problem didn't occur often then, but it was before I had the plastic bumper, so when I held the phone in the "wrong" way it may have sent my tower signal so low that the phone looked for the MicroCell (signal was typically 0-1 bars with no bumper, while holding the phone in the "wrong" way; I usually get 2-3 bars of tower AT&T signal).

I've been using iOS 4.1 since a day or two after it came out.

The AT&T support folks suggested trying another MicroCell, which I did with the same results. I've also tested with a second iPhone4, with the same results. We have one non-iPhone; I can fiddle more with that but it doesn't seem to recognize the MicroCell at all.

I understand that AT&T and Apple have not gotten this working well enough to switch a call in progress to the MicroCell when coming into range. But not switching to the MicroCell automatically when coming into range while not talking on the phone is a serious problem. One could go through the hassle of toggling 3G before initiating a call, but one can't do that before answering a call.

From the size of this thread it seems there is a systematic problem here and AT&T should assign a high level technician to get this working, or issue some sort of other software or hardware fix, or warn anyone getting a MicroCell beforehand that for many people they don't work.

CinHall · ‎11-01-2009

I bought the 3G microcell in June, when it was available to my area. I had no signal in my home, possible a text might come through, even after purchasing a wi-ex antenna booster for my home. Then I bought the 3G microcell and I have 5 bars, and use wifi all the time. We can use our cell phones all the time now, and have no coverage when I walk out the door, for several miles before I get a signal, so I love it. And at first, we had to turn our phones off and back back on to reconnect to microcell, but not anymore, it comes right up as soon as I pull in my driveway now, and I have an iphone 4 and my son has the iphone 3gs. Sorry about the trouble your having but ours works fine in the mountains of WV. So I'm very happy with my 3G microcell and have gotten at least 5 friends to buy one since I got mine, and they all had no service without it, now they do.

Petevdg · ‎02-21-2004

I have tried this many times and the phone will still sync to the one bar network and not the Micro Cell

Otto Pylot · ‎03-20-2011

Petevdg wrote:
I have tried this many times and the phone will still sync to the one bar network and not the Micro Cell

Probably because you're in a shadow coverage area and the tower has just enough strength to cause the iPhone to preferentially attempt the tower connection. You could try to move the MicroCell to another location in your residence (keeping in mind the open sky requirement and router connection) and see if that works.

For MicroCell Setup and Basic Troubleshooting, use this link.
For additional help, please send a PM to ATTCustomerCare.