Agenda• Service Issues

How are you going to resolve Service Issues like Make or Receive Calls, Text Messaging, Internet, Email, Picture/Video Messaging, Voicemail, Wi-Fi , Microcell?

Weak signal strength may make it difficult to place or receive calls as well as connect to the internet through the wireless phone.

Signal strength varies based on physical location, and the phone needs adequate signal strength to properly connect to the internet and place or receive calls.

Can’t get mail or make/receive calls???

What Causes Cellular Phone Service issues?When a tower is rendered temporarily

inoperable for any reason, such as:

• Bad weather conditions it may take a longer period to restore service.

• Software glitch • temporary overload of switchingchances are the situation will be corrected in seconds.

Have FUN at work! You are the EXPERT! Understand and analyze the situation…

Remember…

When Troubleshooting…1. Always access Clarify Tech Guide 2. Select Tech Guide Profile 3. Select Sub Profile 4. Launch Script5. Complete All steps

This diagram illustrates use of a Wi-Fi wireless network router as the central device of a home network

Limitations - The WiFi portion of the network will function only to the limit of the wireless router's range. The range of WiFi equipment varies depending on many factors including layout of the home and any radio interference that may be present.

How wifi works?

If you have trouble connecting to a Wi-Fi network, there are several things you can check, depending on your specific type of issue.

If you can't find any wireless networks, for example, check if the wireless radio is on.

Or if your wireless signal keeps dropping, you may need to get closer to the access point.

No Wireless Networks or Connections Available you can't find or connect to a wireless network

1. Check if the wireless radio is on2. Try to get closer to the router/access point,

eliminate interference3. Restart or reset the wireless router or access

point4. Check the SSID5. Make sure your network card automatically

obtains IP and gateway settings6. Update your network card drivers and OS7. Let your computer try to repair the connection

Wireless Signal Drops Out Frequently if you have intermittent wireless connection problems

1. Remove interference and get closer to the access point/router

2. Update your wireless network card drivers and OS

3. Change the Wireless Channel4. Boost your wireless signal with a wireless

repeater5. Replace your wireless router

Wireless Connection but No Internet Access if you have a wireless connection but can't access the

Internet

1. Check the wireless router2. Open your browser3. Re-input the WEP/WPA Code4. Check the MAC address filtering5. Try a different DNS server

Most common fixes for wireless problems

My CSP resources

AT&T Wi-Fi FAQs *80161

Wi-Fi Troubleshooting Tips for Wireless AT&T Devices *298712

AT&T Wi-Fi Hotspot Troubleshooting Decision Flow - Consumer Care *137913

http://mobileoffice.about.com/od/wifimobileconnectivity/ss/wifi-connection-tutorial_6.htm

• Do Cell Phones Work in Power Outages?Cell phones will work during a power outage, but your calls may not get through.

Cell services depend on antennas and base stations to connect calls between towers.

Assuming your cell phone is fully charged, power outages can still call cause problems at cell towers, cell company switching equipment, other cell service and landline providers, and business and residential users.

Cell towers typically have battery backup.

Cell towers typically have battery backup arrangements that support operations for two to four hours, depending upon call traffic.

In critical service areas, battery backup is enhanced by generators that automatically start when the batteries cannot provide enough power.

In a power outage, a cellular provider with 25 towers in your region may be proud that only one tower failed to stay in operation, but if that's your closest tower, you won't be happy, especially if you're in a suburban or rural area where towers are relatively far apart.

Sometimes towers do go down in power outages.

There could be a lot of extra phone traffic during a power outage.

Expect your provider to have backup power for their switching equipment, which should continue to work for as long as they need it to, but there could be a lot of extra traffic.. Some calls may experience delays, which should only be for urgent purposes.

3G MicroCell Troubleshooting

• Always check Prerequisites.

• If the AT&T Microcell is not working after connected to the router/gateway, first try the basic troubleshooting steps contained in the User Guide.

• However, sometimes router/gateway settings have been changed or the Microcell will not connect properly. 

• NOTE:  Please be advised that the router manufacturer or the ISP provider will not provide support for AT&T Microcell, but they can assist with configuring the router settings.

• How to change the settings for some popular modems/routers to enable the Microcell to connect successfully?

Modem & router settings https://www.att.com/devicehowto/index.jsp?id=stepbystep_KB110286&make=att&model=3gmicrocell

ATT3GMicroCell-Troubleshooting

http://www.wireless.att.com/media/en_US/swf/3Gmicrocell/ATT3GMicroCell-Troubleshooting.pdf

ATT3GMicroCell_QuickStart

http://www.att.com/media/en_US/swf/3Gmicrocell/assets/ATT3GMicroCell_QuickStart.pdf

User Manual

http://www.att.com/media/en_US/swf/3Gmicrocell/assets/ATT3GMicroCell_UserManual.pdf

resources

AT&T 3G MicroCell Troubleshooting Decision Flow *146232

AT&T 3G MicroCell Activation and Management - Technical Care * 145590

Experience Voice Quality Issues while on Microcell KB117625

More screenshots and info available in the following links below:

Q&A

• What is WEP/WPA? Which is best? WEP and WPA are encryption protocols for wireless networks, designed to protect information that travels over the network. To connect to a WEP- or WPA-secured wireless network, you'll need to input the security key or passphrase for the network. WPA2 is the most recent--and strongest--encryption protocol for wireless networks today (WEP, by contrast, is not very secure).

• What is a hotspot? In a nutshell, a hotspot is a public place where you can connect to a wireless network for Internet access. As long as you have a wireless-enabled device and have paid any required usage/subscription fees (if applicable), you can connect to a hotspot's wireless network and go online using their Internet service.