Micro Cell Stopped Working

[RicKaysen]

I've had the MC for a little over two months without any problems. Today, I found my phone was unable to connect either incoming or outgoing. I recieved a call on my cell this morning around 10A, but sometime thereafter, I was without service. My phone shows full signal strength and ATT Microcell is displayed on the screen. Every call is immediately dropped and none come through. I've spent the last three hours on the land line with tier 2 tech support going through various diagnostics from powering down to re-registering. I was assured that, when the device is back on line, my cell should be working again, but It is not. I called back and the tech I just got off the phone with was less than helpful. I'm told it will be five days before someone will be able to attempt a fix. The MC has to be plugged in for them to diagnose the problem, but that leaves me without cell service for five days and that is unacceptable. Going through the repowering and re-registering process, everything appeared normal and my phone continues to display full signal strength as mentioned.  Thinking I might just return it, I called the local store to see if they'd take it back after two months and the manager suggested an exchange. Is it possible there is still an issue with the unit itself? If the problem is with the system as opposed to the device, could I show five bars and still be unable to make a call?

[chrism380]

hmmmm, I'm on Long Island NY and I am having the exact same issue!  For 2 months no issues at all, today we can not make or receive calls or text messages on any of our 3g phones or blackberries.  Data works, though.  Tier 2 told me the same thing, not their problem, its my router, they don''t see any network issues and they cant help me -- all of this after reregistering and rebooting multiple times.

I'm on Verzon FIOS w an ActionTec Router.  That wouldn't be the same configuration you have?

[arnistotle2000]

I'm having the same problem too! I'm also on long island, but have cablevision. I'm on the phone with tech support now and they don't know what the problem is. I've power-cycled everything, I really need this fixed!

[xzKinGzxBuRnzx]

I to have been having this exact issue. I can make text messages via my iPhone 4. Though no calling, mms, or 3G data (runs through my own Internet connection, {word filter evasion} My dads phone though says "Network Busy" when placing a call. (Nokia Mural) However does allow sending of text messages just like my iPhone 4. The same issues also apply to the other iPhones I have on my account. The Microcell itself though has all 4 lights solid green (Power, Internet, GPS, and the 5 bars microcell symbol) and it appears to be working. Though it's not. I tried disconnecting the device like over 100 times now via the webpage, though it never actually disconnects the unit. I called tech support. They didn't help much, just told me to power cycle the phones and check to make sure they said AT&T Microcell or AT&T M-Cell. Which it did. Then they was doing something, it managed to start working for about 5 minutes. Then stopped and hasn't started again since. They assured me they would have it working before Monday the 2nd. Though the fact that it's went this way for over 3 days now. I don't feel so confident that they will. Bad thing is I actually paid for the unit. Then like two, three days later they start handing out free one's to there most loyal customers. ;( I just really want my Microcell to work! There's no service at all in my house without going to a window, just to acquire one bar. 3G service is over 100 miles from here to. Though I am using my wifi, I would still like my Microcell restored back to a fully working condition. Someone please help!!! PLEASE

[erickg32]

Ditto. Microcell has worked perfectly for the past few weeks since purchasing it. Even this morning was ok and was receiving calls on my iphone. But all of a sudden has stopped working for the past few hours. I keep getting "call failed" on my iphone. Data is still working, strangely enough. I have power cycled and reregistered the unit several times. No dice. I am in the northern Jersey/NYC area. This is unacceptable.

[way2evil]

On LI, Suffolk county, having the same issue. Call failed on all iphones.

[chrism380]

On w support and they just opened up a ticket - you guys should also call in and make sure they know its happening in other areas. 

They seems to feel I am the only one with the issue.

[way2evil]

I would but I dont feel like arguing with the rep telling me I need to reboot my router.

[arnistotle2000]

just got off phone with tech support, they have no idea. None. 

Now this is weird, my buddy has an AT&T phone and it won't go through (he said he got a connection error) but his landline through verizon works. Same with someone else calling me on a fairpoint landline (there located in new england). Can't place a call to anyone though. What is going on here?

[way2evil]

Maybe they are fixing it. My Microcell is rebooting itself now.

[erickg32]

Same here... I cant even call tech support because my cell is also my home phone. Is this a regional outage? A nice text message or something would be been nice AT&T!

[kelkin]

I just picked up my Microcell today and am having the same problem. All lights are solid green except the computer light which is ok since I'm not patched in to that port anyway.  I can send and receive text messages but that is it. I can't make calls (call failed), and I can't receive calls. Anyone calling me gets a loud ring, then silence, then a single ring, more silence, another single ring, and continues just like this but on some occaisions they get a buzzing noise. In testing with AT&T I managed to get one call though (received) but that was it.  Speedtest.net results are all good, I have 30MB down, 2.5MB up. I informed the rep about this thread and she said that the other reps around her are getting similar reports in the NY area so it looks like an outage. They opened a case for me and asked me to leave the Microcell powered on so they can troubleshoot.  I'm putting my phone in Edge mode so I can at least receive and make calls.

Anyone else with this issue should call AT&T and ask to have a case opened, don't accept that it's your configuration or router. I bypassed my router to test that theory and had the exact same results.

-Keith

[arnistotle2000]

its working now! sweet. The microcell was flashing the bars for no reason and now it works. anyone else have similar success?

[erickg32]

How long did it take? Mines been flashing for quite some time now.

[arnistotle2000]

about an hour of flashing the bars on the microcell and then it just...worked. 

[xzKinGzxBuRnzx]

Mine turn's on. Though half of it's feature's aren't working. (3G data, MMS, Calling)

[RicKaysen]

I'm pretty angry right now, but I'll try to keep this civil. After hours on the phone with several tech support people who didn't have a clue as to what could be causing the problem, I was told only that they would "open a ticket" and someone would call me IN FIVE DAYS to help me with the issue. Five days with no phone service!!! I decided to be a little proactive and called my local ATT store and was told rather matter of factly, that it was a not uncommon hardware problem and I should simply bring the unit in for an exchange, I was skeptical, but I did so and went through the setup proceedure and I'm back in business. I can't say if it was a coincidence and ATT had an outage or if it actually was a simple matter of needing a new MC, but these {word filter evasion} I wasted half a day with on the phone should have known one way or the other. I needed a local, underpaid store worker to fix the problem.

[chrism380]

I'm back up and running again!  Scary how it took multiple people on here and many who called in to get attention to this.  I first called this in at 2pm and was essentially told its a router issue with Verizon and ATT has no issues; amazing in the end it was all on their side. 

I pointed out that with this outage I would not be able to place a call into 911; as soon as I shared the seriousness of this for multiple people it was escalated with ATT - I'm sure many people had no clue what was happening today. 

Too bad they never publish what actually happens and what the resolution was.

[kelkin]

As of this morning it seems to be working, at least for calls. I'll try data later.

[RicKaysen]

While the first call eventually got me a MC specialist who was pleasant and tried to help, the second call, when I found that the steps taken didn't work, got me a real drone. She was obviously clueless and simply regurgitating written responses with long periods of silence. I waited on the line for some sort of direction from her only to be told the next available time for someone to attempt a fix was five days away. When I asked to speak to a supervisor, I again got a long period of silence and she came back on an said the supervisor said to unplug the MC until someone called....in five days. My choices were no cell service for five days or almost no cell service for five days. After going to the ATT store and replacing the hardware, I still had no way of knowing if that was the problem or if it was a system outage. Either way the phone reps didn't even sugest either possibility.

[RicKaysen]

I first called this in at 2pm and was essentially told its a router issue with Verizon and ATT has no issues

I have VOIP service through my cable company and we ran all sorts of diagnostics on that connection. It was as got as it gets, so the problem wasn't there.

[crosby99]

Is anyone still having this problem in NY / Long Island.... I have been having the same issue. ATT micro cell tech support @ 7:30 PM ET yesterday said it was happening in various areas around New York State and they were working on a fix somewhere on their side -- that it was not related to equipment or my web connection (which I know was fine).  He said it should be fixed "in a few hours"  ... rather than have no cell service at all via the micro cell we've been eaking by on our one-bar coverage... figured I see if it was worth trying the whole reboot (and possibly more frustrations :-)) by checking here first! Thanks for any info.

[arnistotle2000]

i'm on long island and yesterday i couldn't place or receive calls. my microcell rebooted itself after i called tech support and it was fixed within 2 hours. i have no idea what they did but keep calling; if thats the only phone you have you can make a plea that you need 911 capability in your home and that not having the microcell working is dangerous.

[xzKinGzxBuRnzx]

My Microcell still isn't working as it's suppose to. ;( Tech support has yet to call and it's been 5-6 days now or more since it started.

[SubyJeff]

my microcell is not working yet again today.  my phone isn't receiving from it, i'm getting a cell tower instead

[RicKaysen]

I received two separate calls from tech support yesterday stating that they've identified the failure in their system and corrected it. I got back online as soon as I replaced the MC unit, so it's impossible to say which cured the issue.

[classicaviator]

My mcell stopped working yesterday for no apparent reason.  Only the top three lights are solid, and the bottom one just flashes.  I've reset it about 5 times every possible way.  Spent over two hours with AT&T reps on the phone.  Even contacted the ISP.  Nothing.  They had me de-register the thing, then register again, twice.  Nothing.  Anyone knows what might be causing this?  I've had it for over two months working just fine, then stop two days ago for no apparent reason.

[RicKaysen]

Finally found a fix! Cancelled my AT&T service and signed up with Verizon. Sold the microcell on eBay and everything works fine now.

[jxl429]

I may try what RicKaysen did.. My microcell quit working today and my husband is fed up!! I called Customer Care from the grocery store and they said it was not registered and the would email me the info. When I got home my husband said it is registered and has been working sort of ok since we purchased it. Now what?? All we get is the power light. I have unplugged the internet conn. and that did not work. My husband will not even email AT&T anymore he is so fed up. I want someone who knows what they are doing to reply to this post at tell me what to do now.

[Odin1701h]

If AT&T says that the device isn't registered then I would assume that it isn't ... from their perspective.  The registration may have been lost in the data ether or an upgrade could have failed but either way, if you are only getting a power light then there is a communication error somewhere in the system.  I understand the frustration but without trying the steps that the tech support folk give you they cannot diagnose the problem correctly.  You also want to make sure that the MicroCell has good clear view of the outside world since it needs to communicate regularly with GPS satellites in order to operate correctly (typically putting the device on a windowsill will do the trick but if you are in a heavily wooded area then you may need to experiment a bit).

I wish I had more to offer but good luck!