AT&T 3G MicroCell - U-verse Care

AT&T 3G MicroCell is a small cellular base station designed for use in residential or small business environments. It connects to the service provider's network via broadband, such as a digital subscriber line (DSL) or cable. The AT&T 3G MicroCell allows service providers to extend service coverage indoors, especially where access is otherwise limited or unavailable.

An AT&T 3G MicroCell home-base station connects to the subscriber's broadband modem, allowing customers to use their standard 3G handset to complete voice calls and data sessions as IP.

Objectives

• Improve coverage and optimize data rates while delivering full AT&T Mobility feature parity
• Enable AT&T to maintain the consumer voice relationship and some of the related revenue
• Enable special in-home pricing allowing AT&T to effectively compete with recent service introductions from T-Mobile and Sprint
• Optimize the potential to defer investment in RAN capacity by offloading voice/data traffic
• Reduce the cost of delivering mobility calls in the home

Key Points

• The AT&T 3G MicroCell's home-based station plugs into the Internet and radiates the device to improve coverage (approximately 5000 sq feet).
• The cash and carry model requires the customer to have AT&T Mobility service, not U-verse.
• Mobility handles the registration process (account management login with serial number provided on a sticker in the kit with the purchased CPE).
• The user guide includes a step-by-step and the number to call directly into the Mobility Care Center for support.

U-verse Care Scope of Support

U-verse Care agents are responsible for troubleshooting U-verse services (high-speed Internet access, Internet Protocol Television (IPTV), or U-verse Voice) BAU in accordance with existing U-verse Care M&Ps, processes, and tools.

The AT&T 3G MicroCell device is intended for use by AT&T customers only. U-verse Care agents and/or Mobility Care agents are not responsible for providing support for non-AT&T customers. Non-AT&T customers do not receive assistance with connecting their device to the AT&T 3G MicroCell device.

[AT&T 3G MicroCell - Screenshot]

U-verse Care agents are not responsible for troubleshooting the AT&T 3G MicroCell product. However, check the Simplified Customer Account Navigation and Resolution (SCANR) and ask probing questions first. If the customer is experiencing pixelation or freezing, follow these steps:

• If the customer has an AT&T 3G MicroCell installed, have the customer disconnect the AT&T 3G MicroCell device by:
  • Locating the Ethernet cable on the AT&T 3G MicroCell device
  • Disconnecting the other end going into the remote gateway
• Once the AT&T 3G MicroCell device is disconnected from the U-verse configuration, ask the customer if the problems still occur now that the MicroCell device is disconnected.
  • If the U-verse problems have been resolved, warm transfer the customer to Mobility, as the root of the problem is with the AT&T 3G MicroCell device.
  • If the problems still occur with the AT&T 3G MicroCell device disconnected, troubleshoot U-verse BAU according to the symptoms described by the customer.
• If you determine that the customer has an AT&T 3G MicroCell issue, give them the AT&T Mobility MicroCell support number of 800-331-0500. Then warm transfer the customer back to AT&T Mobility Care.