3G Microcell calls rapidly "skip" [ Edited ]

[RichmondJohn]

Just got a response from a Senior Apple Executive, nice guy but more of the same finger pointing:

"I received a response today about the escalation concerning the MicroCell.  As the phone was developed to work outside and not work specifically with the MicroCell it is a change AT&T will have to make with the MicroCell."

Tyler

{Personal content removed for  safety}

 Mon-Fri 12:00pm-9:00pm Eastern

I asked if Apple could maybe call AT&T and work on this. His response:

"I'm sure that's quite likely because there is obviously a conflict going on there, but this conflict is way beyond anything specific to your phone or the microcell.  It seems to be on a higher level.  "

So basically Apple designed a phone "to work outside" and not inside and it is AT&Ts fault. Which we know it does neither very well.

Anyone getting really tired of this?

I think AT&T should give us refunds for these things if they don't work as advertised.

[dellsweig]

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RichmondJohn wrote:

Just got a response from a Senior Apple Executive, nice guy but more of the same finger pointing:

"I received a response today about the escalation concerning the MicroCell.  As the phone was developed to work outside and not work specifically with the MicroCell it is a change AT&T will have to make with the MicroCell."

Tyler

{Personal content removed for  safety}

 Mon-Fri 12:00pm-9:00pm Eastern

I asked if Apple could maybe call AT&T and work on this. His response:

"I'm sure that's quite likely because there is obviously a conflict going on there, but this conflict is way beyond anything specific to your phone or the microcell.  It seems to be on a higher level.  "

So basically Apple designed a phone "to work outside" and not inside and it is AT&Ts fault. Which we know it does neither very well.

Anyone getting really tired of this?

I think AT&T should give us refunds for these things if they don't work as advertised.

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Why would you call Apple for an ATT provisioning issue?

The fix is basically simple, the Jitter buffer needs to be increased - this is a provisioning value which is handled on the ATT side.

Have you bothered to open a ticket with ATT??

[RichmondJohn]

I called AT&T and their manager said it was an iPhone 4 problem and transferd the called to Apple.

Yes I have a case open. They keeps saying they will call in 48 hours and never do.

If you are sure it is this setting can you hack the cell and fix it yourself?

[dellsweig]

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RichmondJohn wrote:
I called AT&T and their manager said it was an iPhone 4 problem and transferd the called to Apple.

Yes I have a case open. They keeps saying they will call in 48 hours and never do.

If you are sure it is this setting can you hack the cell and fix it yourself?

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This can only be fixed in the ATT provisioning  server. It also could be addressed via a firmware fix (or combination of the two). There was a limited firmware push yesterday - possibly power cycling your adapter might cause it to grab the update...

I too have a case open...

FYI ATT "support" is fond of telling you to call Apple. I recently had a 3Gs that would not activate visual VM - ATT could not make it work and was unwilling to push a new carrier profile (at my suggestion). I played with support for 2 days on this one when they finally told me my phone was broken. Just for jollies I called Apple support. They pushed a new carrier profile to my phone and fixed the issue. I then complained to the ATT NE Regional BSM and received 2 months credit for service PLUS a free microcell. I had a detail of the case process and I am sure a few "support techs" got canned. I receieved calls from various ATT managers for a couple weeks making sure I was happy.....

[RichmondJohn]

My MCell just went down. Possible update?

[dellsweig]

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RichmondJohn wrote:

My MCell just went down. Possible update?

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let us know - you will see one of the lights rapidly blinking during the upgrade

[SnacktimeKC]

I don't have any lights flashing, reset everything, and I've been getting M-Cell and no bars on my phone all moringing. Any ideas?

[RichmondJohn]

I just unplugged mine and restarted it. Came back online.... Did not watch the lights so I would not know if they were flashing.

Made a call.... it was clear.

FIGERS CROSSED!

[dellsweig]

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RichmondJohn wrote:

I just unplugged mine and restarted it. Came back online.... Did not watch the lights so I would not know if they were flashing.

Made a call.... it was clear.

FIGERS CROSSED!

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Have someone call you - the problem manifests itself (most times) on inbound calls

[viper1613]

great news guys, I got TUAW.com AND 9to5mac.com to write about this!

http://9to5mac.com/node/20948

Lets keep this ball moving folks!

-Allen

[viper1613]

I forgot to mention TiPB.com too!

http://www.tipb.com/2010/08/09/iphone-4-skipping-audio-att-microcell/

-Allen

[stanswx]

I also have the stuttering incoming audio problem with my iPhone 4 and Microcell. I bought the Microcell after I got the iPhone 4, so never had a chance to try it with the 3GS. Moving closer to the Microcell fixes the issue, but at that point it defeats the purpose of me being able to talk on the phone at my desk. I will try submitting a ticket this afternoon and see if they have any new ideas to try.

[bongoherbert]

Well, if there -was- a fix/reprovisoning/firmware pushed out before last night (when I reset my mcell) it hasn't made it here to upstate ny... Just got a call a few minutes ago, inbound, started stuttering immediately. A walk across the room to be closer to the mcell tower and it went away.

The lack of information from ATT on this is simply ridiculous. My frustration is through the roof.

[chrisritchie]

I finally got an answer from AT&T. After switching microcells, several "trouble tickets" and a month of calls. There answer was " you can return the microcell for a refund or use it as is. We're working on it but have no idea when we'll get the problem fixed. The fix won't be in the near future.". I'm paraphrasing but thats basically it. I laughed. He said sorry but thats all I can offer. Sooooo..... Back to square 1. Crappy signal without microcell OR good signal with horrible stutter. AT&T sucks. That's coming from a 4 iPhone family and customer for many years.

[Loup407]

Nice. I've been bugging TAUW to no avail.

[perma]

We just picked up a microcell a few days ago, and it was completely unusable. Stuttering problem on my iphone 4 as well as other phones including my daughter's Samsung. Changing locations, and configuration had no affect, so I had to disconnect it, and was planning to return it. I decided to give AT&T a chance before I did, and called and spoke with a tech. He made two changes: 1. He said he re-sent registration signals to my phone... not sure why. 2. He checked my phone, and said it had the wrong 'local routing number.' and corrected it in a tool he had available. He then checked our other two iphones, and my daughter's samsung routing numbers and said they were correct. I was skeptical, but we made and received several calls while the tech stayed connected on our landline. Everything was spot-on. Before, I had to stay within 8 feet of the cell. During my test, I moved throughout our home and property, which is nearly an acre without a hiccup. My family members also tried the same on their phones, and had the same experience. Is it possible that my iPhone 4 with a bad routing number could have been screwing everything up for my entire household? I don't know. Time will tell, but at the moment, I'm holding my breath, and hoping for continued success! Thank You Marinos L. @ AT&T for your Assistance!

[J.Alf]

At my house, the 3G MicroCell works perfectly with my wife's iPhone 3G, but "skips" nearly every time with my iPhone 4. The digital skipping is so annoying, I've unplugged the MicroCell and am now back to where I was before, regarding signal strength (not good).

AT&T should heed the complaints listed all over the internet regarding the 3G MicroCell. It made my iPhone 4 unusable in my home, which was the reason I purchased the device from AT&T in the first place.

I have requested a refund, even though I've had the unit for three months. I just got my iPhone 4, and that's when the audio skipping problem began.

Shouldn't there be a fix for this?

[Loup407]

You'd think they would fix this most ricky-tick. Either they just don't care, or know that millions of us will be departing for a Verizon (or Sprint, or T-Mobile) iPhone in the very near future, and therefore don't care.

I also had zero problems with a 3GS running iOS3.x, but as soon as iOS4 was installed, the MCell has been worthless. I even took mine back for a new one, same issue. I've been on the road for weeks, so it hasn't been top-of-mind, but I'm calling AT&T in the morning.

[RichmondJohn]

My phone is skipping worse than ever now. And oddly it does it with Cell Data off now too?

In our house, it is only the iPhone 4. iPhone 3G, 3GS, Motorola Razor, all work perfect.

Getting closer to the MCell fixes the issue but I have full bars when it skips. Just over this phone, this company, and this Mcell.

I dont know if it is AT&T or APPLE I am ready to leave both and taking 6 lines with me.

I use to hate Verizon because of they had rude customer service people but God do I want them back now. I will take rudeness as long as the phone works.

Another thing we should all do is file a complaint with the FCC. They should allow us to cancel our contacts and now have to pay the fee. http://esupport.fcc.gov/complaints.htm

I really love the iPhone (all except the part where you cant make a call) but it has just become impractical.... Looking like a Verizon android very soon for the whole office.

That way I can make a call without having a Mcell with a 3ft range. What a novel idea!

They could call it the MOBILE PHONE!

[ahickmann]

I had problems when I had my iPhone 3G and my wife had her 3GS. Calls would not ring through from the outside, but just go directly to voice mail. Call quality has remained crappy throughout my entire ownership of this device. In addition, even when the phone is sitting next to me (in use or not), I see the bars go up and down.

The digital stuttering is new with the iPhone 4 but is usually resolved by going to the same (small) room as the Microcell. Needless to say, none of this is acceptible since I was unlucky enough to have purchased mine at $149.

I opened a ticket in late July and beyond them calling to ask what my ISP was, no one ever responded. I finally called them back today only to find that they has closed my ticket as "resolved." There was no attempt to contact me and no notes as to why it was closed. What a joke!

Even more bizare is that you don't talk to the folks responsible for working the issue when you call. Instead, you talk to the CSR who emails back and forth with the tech. <sarcasm>That really seems to be an efficient process.</sarcasm> I was offered $25 as some sort of peace offering, but who knows if it will hit my account or not. I would have held for a supervisor to escalate the issue but it already took 50 minutes just to get the ticket re-opened. They say it should be "resolved" by Aug 16th, but that seems to just mean the ticket will be closed by then regardless of any "fix."

[J.Alf]

I spoke with a very polite (and seemingly knowledgeable) CSR this morning. She noted all my symptoms, suggested an iPhone "Network Settings" reset, which I did (no change). 

Long-story-short, I have a case number and the expectation of a "resolution" (her word) by August 16th.

While I'm not confident my digital skipping problem will be solved by 8/16, I would encourage anyone who is having this problem with their MicroCell unit and iPhone 4 to report it to AT&T Customer Service.

Numbers speak louder than words. If they hear complaints from enough customers, they will DO SOMETHING.

It's just technology. It's a problem that can be solved.

[dellsweig]

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J.Alf wrote:

I spoke with a very polite (and seemingly knowledgeable) CSR this morning. She noted all my symptoms, suggested an iPhone "Network Settings" reset, which I did (no change). 

Long-story-short, I have a case number and the expectation of a "resolution" (her word) by August 16th.

While I'm not confident my digital skipping problem will be solved by 8/16, I would encourage anyone who is having this problem with their MicroCell unit and iPhone 4 to report it to AT&T Customer Service.

Numbers speak louder than words. If they hear complaints from enough customers, they will DO SOMETHING.

It's just technology. It's a problem that can be solved.

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Good advice - I called yesterday to follow up on my ticket and the CS rep told me there are alot of tickets on this and said the same thing a fix is being released shortly. He did not know if this fix was the firmware release being rolled out in some areas.

[joshmcameron]

I have a 50/MBs fiber optic connection in my house. I also have an iPhone 4 and the microcell. I am experiencing the exact same problems that many of you are.

Any conclusions we've seen yet?

[justintact]

I called AT&T and he definitely acknowledged that they are having problem with the iPhone 4 and Microcell.  He told me about the temporary fix of turning off cellular data!  He had even read these forums and said they were working on the problem.  He said he would add notes to my account and forward this to tech support as well.  Hopefully as more people call at&t, it will speed up the process for a fix.  Crossing my fingers!!!

[justintact]

Maybe a fix after all??

http://www.tuaw.com/2010/08/11/there-may-be-a-fix-coming-for-the-atandt-microcell/

[bongoherbert]

I called today and spoke with a CSR and tried to initiate a ticket regarding my continued skipping.

It sounded as if she was typing via online-chat with someone at a higher-level tech support to do so. When the person on the other end of her conversation found out I was not physically sitting in front of my computer connected to the MicroCell (I was, in fact, remote-desktop-ed in) they -refused- to even open a ticket. I had wasted 30+ minutes with the CSR and was told I had to call back in when I was in front of the machine for another 30 minute get-me-to-the-point-where-I-could open a ticket again. 

Really, at&t?

At that point I asked to be transferred to someone to cancel my at&t accounts. I was transferred to a retention specialist to calm me down (metaphorically, I was calm/polite throughout the whole ordeal). 

It's interesting --- who can one even complain to when the CSR is dealing with someone 'upstream'? The CSR was polite, helpful, sympathetic, understanding. Can't ask for her supervisor. She was doing everything right. She was dealing with an obstinate person on the other end of -her- intranet... Now she and I are both upset... I was going to ask for the manager's name of the person she was ichatting with, but realized that would just sound absurd.

[justintact]

Well I reset my MicroCell tonight after reading the new TUAW article and I have not had the garbled calls that I showed in my youtube video.  Hopefully it stays this way!!

[dru858]

My 3G light just started blinking a few minutes ago on its own.  Is it updating something?  Let's hope so.

[jcatan]

I received a call from an Apple engineer yesterday. He mentioned he had read in this forum that I could replicate the stutter. I also had a ticket active with AT&T. I was able to do that for him while on the call. He said they are aware of the problem and are working on a fix. He couldn't tell me what the fix was or when it was coming. He did say they think they know what the problem is.

[dellsweig]

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jcatan wrote:

I received a call from an Apple engineer yesterday. He mentioned he had read in this forum that I could replicate the stutter. I also had a ticket active with AT&T. I was able to do that for him while on the call. He said they are aware of the problem and are working on a fix. He couldn't tell me what the fix was or when it was coming. He did say they think they know what the problem is.

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Did you also have a case open with Apple?? How did an Apple employee get your personal information (phone number) from this forum??