ACTIVATION SYSTEM IS THE PROBLEM (NEW MICROCELL OWNERS)

[jmatero]

OK... so just spoke to ANOTHER AT&T MicroCell tech and got the scoop on why anyone who purchases a new MicroCell just gets a blinking 3G light:

The MicroCell activation system is down... and has been for 5 days. What does that mean to all of us who purchased units but can't get steady 3G lights? It means that no matter WHAT the activation status displays online, you have NOT been activated. In other words, "Activation Complete" means "Activation Pending". In fact, you cannot even use the disconnect feature online right now. It simply doesn't work.

That said, we have 2 choices:

1. Return the MicroCells and give up.

2. Simply wait until AT&T resolves the issue.

As for number 2, this is a major system failure and AT&T admitted they have absolutely no idea when it will be resolved. My advice is to call 888-334-3787, enter the PIN listed on your activation page, and request they call you when the system comes back online.

That's the deal....  I know there are 5+ threads on MicroCell issues from new owners (like me) and most (if not all) of the problems are related to the fact that at the moment, our MicroCells are unable to connect (get steady 3G light).

Home this is helpful!!!!

[jared52]

Thank you for posting your experience.  The problem is one tech says it's working and another says it's still down.  There's only one answer and AT&T has decided that there should be no consistency in what they are telling their customers.  Mine worked for 2 hours, rebooted itself and hasn't worked since (got it Monday night). They have ample technology to tell us what's going on (forum, email, website, Twitter, Facebook, etc.) and they continue to remain silent. As time passes, I become more and more frustrated with this whole ordeal because they will not address the issue. I don't mind beta testing anything, but I do mind paying $150, especially when the reason is because of their poor network.

[MyDogHasFleas]

Well it hasn't been down solid for 5 days.  I was able to get activated on Monday (took 6 hours) and it's been running great ever since.  It's also not the case that "Activation Complete" status is incorrect, at least for me.  When my status changed, the unit was working and has been for 2 days now.  

I got the unit on Friday and was frustrated with stalled/failed activations all weekend.  But did finally take on Monday.

I suspect the real situation is that the activation servers are not "down", but are swamped, so some activations never complete, and some take a long time.  

[jmatero]

I'm far from a fan of AT&T's network but this issue is not a result of that network. The issue is related to HW/SW on the back end that deals with MicroCell activation. As of this morning, the reps at the 888-334-3787 all seem to be on the same page (finally) when you ask "Is there something up with MicroCell Activation?".

The answer is a pretty consistent "Yes.... we've been having problems.... we're working on it.... there's no ETA.... we'll call when it's back online".

[jmatero]

Let me clarify:

The system has not been consistently "UP" for 5 days. However, currently, the activation status (and activations) have not been working AT ALL for 48 hours. If fact, you can't even disconnect your MicroCell online. You are definitely one of the few lucky ones!!!!! Glad you're up and running... hope the rest of us are soon!!!

[MyDogHasFleas]

Yes the "disconnect your MicroCell" link does not work at all.  I found a way around this:  create a new location, the same as your old one, and activate it.  This restarts the activation process.  I probably did this 5-6 times over the weekend until it finally worked on Monday.  

[AnClar]

OK...so the reps are finally on the same page...great!  Now why in the heck doesn't AT&T put out some sort of OFFICIAL STATEMENT that there is a problem.  Once again, for a communications company I'd give them an "F" in communications.  And my Microcell is working BTW, but there is just no excuse for the lack of comment from AT&T when there is a problem.  It is my single largest beef with AT&T....are you listening moderators??? Let the powers that be know that this lack of coherent and consistent communication with customers when there is a problem is one of the main reasons that people dislike AT&T.  A simple statement would go a long way towards convincing your paying customers you actually give a hoot about whether or not we get what we're paying through the nose for.

[jared52]

It's becoming the culture at AT&T, whether it's customer service, coverage expansion, or Microcell activation. Apple has simultaneously bolstered and brought to light the weakness of AT&T, even though the Microcell issue has nothing to do with the iPhone. AT&T has consistently hid behind their earnings report and I suspect that if the iPhone ever goes to other US networks, AT&T will lose a good majority of their customer base (iPhone base I should say).  That will help some but their reputation has been tarnished greatly and it might take years for them to shake this.

[jmatero]

Even THAT doesn't work anymore. As the activation system is down, all that does now is put you in "Activation Pending" indefinitely. Curses!!!!!

[roadhunter]

This simply isn't true.  I can successfully register my device to an address AT&T allows, and I can disconnect it.  I did so once again just now as a test.  I have done so multiple times each day since last Saturday.  You're being lied to, just as I was.  AT&T just told me Tulsa County had not yet implemented E911, so the device wouldn't register with an address in Tulsa County.  Thing is, Tulsa County implemented E911 in 2009, and AT&T was the first carrier to work with it.  I spoke with the E911 director here, and was informed they have been workign for VoIp as well as 3G for about 9 months.  Also, I can register the device in counties surrounding Tulsa online, so I know the registration system DOES work, and I do know that, at least in this area, the issue is limited to Tulsa County. 

If you read the in-store pamhlet for the MicroCell, you'll see that is says its part of a phased rollout, and that if the tech in the store cannot register it to your address there IN THE STORE, then your address will not work.  The real issue is that AT&T hasn't rolled out the service to all the addresses within the zip codes where the devices are available, and I'm puzzled as to why AT&T won't admit it.

[MyDogHasFleas]

The phased rollout is over, it's available everywhere now.  

[jmatero]

I agree. A simple "System Status" (Red/yellow/green lights) and the sentence "We're currently experiencing XXXX. Check back regularly for status updates..... we apologize for the inconvenience"

The sad part is that they don't seem to have a grasp on customer service. 

1. The people buying MicroCells are already upset that they pay monthly for wireless service and don't get reception at home... they're not fans and even though they're paying out of pocket for the device, this is AT&T's one chance to make a final good impression.

2. You buy it, take it home, and it doesn't work.

3. They can't/won't tell you when it will be back up.

I can't understand why they haven't issued a "Stop sale" on these until the problem is resolved.

[jmatero]

If your MicroCell EVER worked... you can disconnect, change addresses, etc. If it has YET TO WORK... you CAN'T use disconnect.

[roadhunter]

For those of you who don't have physical address issues during activation, and are finding the activation service to be down, just click "Next" again until it works.  Usually only takes once or twice.  It's just traffic.

[roadhunter]

The phased rollout is NOT over.  AT&T has only made the devices available for sale at any store in the USA, but they are still phasing out the ability for the service to work on a county by county basis.  This is stated in the pamphlet they have in the stores, and I have confirmed it by being able to register my device in some counties, but not in others.  If the tech cannot activate the device in the store, AT&T says your address is not yet ready, so you shouldn't buy the device yet.

[jmatero]

Roadhunter... that won't work. My Dad in NY and others on here are confirming that. It will only work if your system was activated and FUNCTIONING at some point in the past.

[roadhunter]

Jmatero said: If your MicroCell EVER worked... you can disconnect, change addresses, etc. If it has YET TO WORK... you CAN'T use disconnect.

Again, not true.  I have registered and disconnected my device a dozen times with different addresses, and it has NEVER WORKED, because the device is not located at the address to which I registered it.  Now, if you have never gotten your device registered, of course you can't disconnect it.  Disconnect won't even be an option for you.

[roadhunter]

Jamtero: Roadhunter... that won't work. My Dad in NY and others on here are confirming that. It will only work if your system was activated and FUNCTIONING at some point in the past

See my previous post.  I'm confirming that it WILL work, because I've done it.  In a New York vs. Tulsa slapdown, I'm sure NY would win, but that doesn't mean cell phone related information from there is the gospel truth.

[nonesay]

I purchased 2 microcells about 2 weeks ago.  I activated one at home more than a week ago; was working great. I'll add that I delayed my purchase for at least 2 weeks while the last outage of the activation system, announced or not, was resolved; the local store folk advised me of this.

Jump forward to yesterday, I bring both units to work, about 6 miles away in a different zipcode. I log in to the website, change the address of the unit I activated -errors.  I then try the unit I had yet to activate -errors.  One unit was then stuck in the unable to disconnect loop, the other was not at first, but then became so. I've since been able to disconnect them and re-register several times over, all the while simply getting the error activating, call support nonsense.  Support actually knows there is a problem, but don't have any useful information to provide for an ETA on repair, or even a possible length of outage being forecasted.

[jared52]

I can confirm that a previously working Microcell will not activate again.  Mine worked for about 2 hours Monday and after a reboot (I was on the phone at the time and I did not initiate this, my first guess is a firmware update since I had purchased the MS the previous day) it has been stuck at Activation Pending through multiple re-cycles, disconnects, and address changes (to the same address).

[jmatero]

So I'm not alone. Spoke to AT&T tier 2 and they are acknowledging the problem is directly related to iPhone 4. The activation system for the MicroCell and iPhone are one in the same and the system was (and still is...) completely overwhelmed. They also said that they thought the problems were solved but they apparently aren't as "some" customers are caught in the "Activation Pending" phase with an inability to "Disconnect" online. Their advice was:

1. Hang tight.

2. Try "Disconnect" online later tonight or tomorrow morning.

3. If that doesn't work, call back tomorrow.

I asked if they could simply disconnect me remotely but they insisted they couldn't and that I'll just have to be patient until this is all worked out.

So I'll try to disconnect later tonight.... and again tomorrow. If that doesn't work, I'll call back one last time. If they still can't help, I'll just return it.

By the way... they INSISTED it wasn't a hardware problem with the MicroCell... it was definitely the activation system overwhelmed.

[jared52]

Are iPhone 4 users experiencing activation issues?

[BostonBeans]

Hey, so you're blaming my iPhone 4 activation for getting in the way? ;-)

Anyway, I've been going around in circles trying to get my MicroCell "3G" light to go solid for the last 24 hours....

http://forums.wireless.att.com/t5/AT-T-3G-MicroCell/Error-Your-3G-MicroCell-lost-its-connection-to-t...

From this forum looks like it might be the network, although the AT&T "product manager" said to "Contact my ISP for the proper router settings". Funny thing is I have Verizon FIOS... No conspiracy theories, please!

Seems like this forum has somewhat better information than either the Tier 1 or Tier 2 folks on this product. 29 days left to return it, and counting down...

[pbouchard]

Ok - I was able to delete my pending activation and re-enter a new one which looks like it took.

However I get the blinking 3G death light still 24 hours latter.

I spoke with AT & T Microcell support rep and he said "hang in there", he also gave me a $20 credit.

I asked if they were using any part of the ATT CallVantage platform for this service and he said: "yes"

My guess is this: (I'm 27 years in telecom at an executive level) their system for E911 isn't rolled out nationwide and is failing.

There for it is hit or miss in activating new registrations because they haven't full integrated the entire platform for this product.

At the end of the day: it is a really poor way to communicate with your customers.

We put up a post immediately on Pioneer Telephone the moment we have a burp anywhere on our network.

[floridaskylark]

Bought mine tonight at 6PM - connected it at 7...fully activated and functioning before 8PM - - zero issues whatsoever - perhaps geographic location is at play.....

[AnClar]

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floridaskylark wrote:

Bought mine tonight at 6PM - connected it at 7...fully activated and functioning before 8PM - - zero issues whatsoever - perhaps geographic location is at play.....

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I've mentioned this possibility as well earlier....I have had 0 problems with my Microcell in Texas...it could be tied to certain regions....especially if there is any truth to the comments that the problems may be related to E911 issues.

[jmatero]

San Jose, CA, Boston, and NYC won't activate. Latitude? LOL

[gab757]

Sorry to say I am in Texas and no joy with Activation even though from last Thursday evening to Monday morning worked like a charm.  I had to unplug the POS in order to run wires under cabinet and when I plugged it back in fell into blinking light (word filter evasion)

[jmatero]

Well at least I'm not alone here. Sounds like their system REALLY crashed.

[j2nh]

I have had my MicroCell for 7 days and still no joy.  During this expericence I have spoken with both Customer Service reps and 3 times with a tier 2 rep.  I have come to the conclusion that:

Customer Service reps have no clue.  MicroCell system is down, wait, deactivate, re-activate, be patient, unplug, an endless list of excuses.  They seem to lack the basic understanding of how the system works.

Tier two reps are better.  I spent an hour on the phone with one this AM.  My problem is that my entire county (Wisconsin) is not in the AT&T mapping system so there is no way possible to match my MicroCells GPS location to any known address within 5000 meters of the current location of the MicroCell.  The rep tried all of the addresses around my house that are within 5000 Meters and nothing would match.  Every address we tried came back at the center of the County which is outside of the 5000 meter range for my unit.  What is required is for the mapping department, who I suspect is outside of the AT&T group, to physically match my address to the gps coordinates of the MicroCell.  In my case it is a definite e911 issue.  I was given a time of less than 1 week to accomplish this task at which time I will have to deactivate the MicroCell and reactivate with my address.  True?  Time will tell.  I do know my patience is wearing thin.  This is a $150 fix for a network that no longer works as well as it did 3 months ago.  I am forced to pay for a fix to a problem that isn't even mine.