Frequently Asked Questions

AT&T MetroCell

 

Before I Order

Before I Start

Once I Start

If I Need Support

I Want to Change My Service

 

Before I Order

 

 

Before I Start

 

 

Once I Start

 

 

If I Need Support

 

 

I Want to Change My Service

 

 

Q. What is AT&T MetroCell?

It’s a device that acts as a miniature cell tower and helps improve the quality of your organization’s indoor wireless service. If your wireless coverage is less than full strength, install an AT&T MetroCell device to boost your coverage.

 

We also offer AT&T MicroCell for homes and smaller offices.

 

Q. Is AT&T MetroCell right for my business?

If your business is located in an area where AT&T provides wireless service, and your indoor signal strength is 2 bars or less, AT&T MetroCell may be the right solution for you.

 

AT&T MetroCell 9363 supports up to 32 simultaneous 3G calls or data sessions and provides indoor coverage for up to 15,000 square feet per device, depending on building layout and construction. AT&T MetroCell 9962 supports up to 32 simultaneous 3G calls or data sessions plus up to 32 simultaneous LTE sessions.

 

AT&T MicroCell supports 4 simultaneous calls or data sessions and provides indoor coverage for 5,000 square feet.

 

Contact your AT&T account representative to learn more about device requirements.

 

Q. How will my mobile service improve?

AT&T MetroCell improves signal strength, coverage, and clarity.

 

Q. What is the difference between the 2 MetroCell models?

The AT&T MetroCell 9363 supports up to 32 simultaneous users, all on the UMTS (3G) and HSPA+ standards. The 9363 can be set to operate in open or closed mode. In closed mode, only users placed on an approved user list can access AT&T MetroCell.

 

The AT&T MetroCell 9962 supports up to 32 simultaneous LTE users plus up to 32 simultaneous 3G/HSPA+ users. If you are using a handset that supports VoLTE (voice over LTE), your call may use LTE, or may fall back to 3G. Closed mode is not currently available for LTE. If you choose closed mode for a 9962, LTE will be disabled, and the 9962 will behave like a 9363.

 

Both models cover up to 15,000 square feet.

 

Q. How many simultaneous calls or data sessions are possible?

AT&T MetroCell 9363 supports up to 32 simultaneous voice calls or data sessions. The AT&T MetroCell 9962 supports up to 32 simultaneous 3G voice calls or data sessions plus up to 32 simultaneous LTE data sessions.

 

Q. What are the bandwidth requirements?

The more active users you support and applications that require data you use, the more bandwidth you need. For the 9363 model, you need at least 10Mbps download capacity and 2Mbps upload capacity. For the 9962 model, you need at least 20Mbps download capacity and 3Mbps upload capacity. For more information, see the installation guides at the bottom of the product page at att.com/metrocell.

 

Q. What generation of wireless devices can I use with AT&T MetroCell?

You can use any AT&T 3G, 4G, or 4G LTE* device.

 

Q. How do I contact an AT&T account representative?

Go to the AT&T MetroCell product page at att.com/metrocell, and then click the Contact Us link on the right-hand side of the page. From the page that opens, enter your name, company name, and email address, and then click Submit. An AT&T account representative will contact you.

 

Q. What if I need more than 3 AT&T MetroCell devices at my location?

Contact your AT&T account representative about other potential solutions for your coverage needs.

 

Q. How do I order AT&T MetroCell?

Order through your AT&T account representative.

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Q. How do I obtain an AT&T Premier User ID and password?

You can find all the information you need to get started with AT&T Premier at https://www.wireless.att.com/businesscenter/premier/get-started-premier.jsp.

 

Q. How do I install an AT&T MetroCell device?

An Installation Guide for each model can be found at the bottom of the AT&T MetroCell product page at att.com/metrocell.

 

To have your device professionally installed for an extra fee, contact your AT&T account representative.

 

Q. How do I activate an AT&T MetroCell device?

Go to the AT&T MetroCell product page at att.com/metrocell, select Manage My MetroCell, and then log in to the AT&T MetroCell website. From the Manage My MetroCell page, select the AT&T MetroCell device you want to activate. Follow the instructions on screen. For help, a User Guide for each model can be found near the bottom of the AT&T MetroCell product page (att.com/metrocell)

 

Q. How long does it take to activate an AT&T MetroCell device?

Activation normally takes 2 hours.

 

Q. How long does it take before I can use an AT&T MetroCell device?

You should receive your device about 1 week after you place your order. Once installed, you can activate the device on the AT&T MetroCell website. Activation normally takes 2 hours.

 

Q. Is there a charge for placing calls through AT&T MetroCell?

Only your regular call and data plan charges will apply. There are no incremental charges for placing a call through AT&T MetroCell.

 

Q. What is the warranty?

An AT&T MetroCell device includes a 1-year warranty.

 

Q. What is covered under the AT&T MetroCell warranty?

AT&T offers a 1-year limited warranty against defects in materials or workmanship. See details in the user guide, available at the bottom of the AT&T MetroCell product page at att.com/metrocell.

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Q. What is a group?

A group is 2 or more AT&T MetroCell devices located at the same address that work together to hand off communication between those devices. A group shares an approved user list. See What is an AT&T MetroCell approved user list? below.

 

Q. Why do I need a technical contact?

AT&T MetroCell devices are part of the AT&T wireless network, and their performance is centrally monitored. If any issues arise, we need to contact someone located at or near your site. Other examples of reasons we make contact include initial activation, a system alarm, an issue that requires onsite attention, or the status of the device changes.

 

Q. Can I include more than one contact?

No, but you can change the contact at any time. Select a single technical contact who can best represent your organization in the types of matters described above.

 

Q. What is the “location in building” information used for?

This information is sent to emergency responders when you place a 911 call through the AT&T MetroCell. It helps them pinpoint your location.

 

Q. What is open mode?

Open mode allows any AT&T wireless user within range of an AT&T MetroCell device to use it.

 

Q. What is closed mode?

Closed mode allows only AT&T wireless users which you enter on an approved user list to use the AT&T MetroCell device.

 

Q. What is an AT&T MetroCell approved user list?

An approved user list restricts call and data access to specific users or phone numbers. You may enter up to 1,500 AT&T wireless users for any AT&T MetroCell device or group at a single location.

 

Q. How many entries can I put on the approved user list?

The limit is currently set at 1,500.

 

Q. How do I edit an approved user list?

Go to the AT&T MetroCell product page at att.com/metrocell, select Manage My MetroCell, and then log in to the AT&T MetroCell website. From the Manage My MetroCell page, select the device, click Edit Details, and then click the Approved user list link.

 

Q. Can multiple AT&T MetroCell devices share an approved user list?

All AT&T MetroCell devices in the same group and at the same location share an approved user list.

 

Q. How do I know if an AT&T MetroCell device is activated?

AT&T handsets within range of an AT&T MetroCell device will display more signal strength bars than they did previously.

 

Q. What does Active status mean?

The AT&T MetroCell device is available for use.

 

Q. What does Suspended status mean?

The AT&T MetroCell service is suspended. If your status is Suspended, contact your AT&T account representative or call the Product Management Center at 877.996.7017, 24 hours a day, 7 days a week. When prompted for a PIN, enter METRO or 63876 to speak to a representative.

 

Q. What does Pending status mean?

The AT&T MetroCell device is in the process of activation. The activation process may take up to 2 hours.

 

Q. What does Inactive status mean?

You have an AT&T MetroCell device on your account that you have not activated. Click the device name (Device 1, 2, or 3) to begin the activation process.

 

Q. What does Error status mean?

Error status means we’re unable to activate your AT&T MetroCell device. Call the Product Management Center at 877.996.7017, 24 hours a day, 7 days a week. When prompted for a PIN, enter METRO or 63876 to speak to a representative and resolve the issue.

 

Q: Does an AT&T MetroCell device need to be located at an actual street address for activation?

A: To begin activation, the device must be within 1,600 feet of the street address that’s listed in the AT&T MetroCell website. Location is determined by a built-in GPS.

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Q. What is a performance report?

A performance report provides data on the behavior and use of each AT&T MetroCell device. This data includes voice and data accessibility (percent of calls that successfully connect to AT&T MetroCell), voice and data retainability (percent of calls maintained until ended by the parties), and the gigabytes of data downloaded from the Internet.

 

Q. Can I download or print a performance report?

Yes. To do either, open the report online as follows: Go to the AT&T MetroCell product page at att.com/metrocell, select Manage My MetroCell, and then log in to the AT&T MetroCell website. From the Manage My MetroCell page, select the device, click Edit Details, and then click the Performance Report link. Then click the link at the top of the page to download or print.

 

Q. How often are performance reports updated?

The reports are updated monthly. They contain monthly data for the past 13 months.

 

Q. What is the AT&T MetroCell device phone number I see on my bill?

Each AT&T MetroCell device is given a non-working phone number so that you can’t inadvertently disconnect the device when changing or canceling a regular phone number.

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Q. How do I report trouble with an AT&T MetroCell device?

Call the Product Management Center at 877.996.7017, 24 hours a day, 7 days a week. When prompted for a PIN, enter METRO or 63876 to speak to a representative.

 

Q. How can I replace a defective AT&T MetroCell device or accessory?

Call the Product Management Center at 877.996.7017, 24 hours a day, 7 days a week. When prompted for a PIN, enter METRO or 63876 to speak to a representative. If the representative determines the device or accessory is defective and under warranty, they’ll order and ship a replacement to you and let you know what items you’ll need to return.

 

Q. If I replace an AT&T MetroCell device, how long will it take to get the replacement?

We can ship an AT&T MetroCell device to you in two days using standard ground transportation at no additional charge. You can request express shipping to you in one day for an additional fee.

 

Q. How do I install a replacement AT&T MetroCell device?

See the Installation Guide or Quick Start Guide for the model being installed. You can find these guides at the bottom of the AT&T MetroCell product page at att.com/metrocell. If the new model is the same as the original, you should be able to simply disconnect the defective component and insert the replacement. If you are replacing the MetroCell itself with a different model, you will also need to replace the Power over Ethernet injector with the model that is provided with the replacement MetroCell.

 

If the original equipment was installed by AT&T, you can call your AT&T representative and request re-installation at no additional charge.

 

Q. How do I activate a replacement AT&T MetroCell device?

If the original AT&T MetroCell was not activated, follow the instructions in the Installation Guide, Quick Start Guide, or User Guide to activate the new AT&T MetroCell. You can find these guides at the bottom of the AT&T MetroCell product page at att.com/metrocell.

 

If the original AT&T MetroCell was activated, follow these steps: Go to the AT&T MetroCell product page at att.com/metrocell, select Manage My MetroCell, and then log in to the AT&T MetroCell website. From the Manage My MetroCell page, click on the serial number of the device being replaced. Then click on the Replace link near the top of the page. Then enter the serial number of the new device and follow the on-screen instructions.

 

Q. How do I return a defective AT&T MetroCell device?

Use the replacement box and packing materials to pack the like items being returned. A prepaid return shipping label is included with the replacement equipment. Returns must be received by AT&T within 30 days of your receipt of the replacement equipment to avoid being charged for a new MetroCell.

 

Q. How do I change my installation appointment day or time?

Call the Product Management Center at 877.996.7017, 24 hours a day, 7 days a week. When prompted for a PIN, enter METRO or 63876 to speak to a representative and change the appointment.

 

Q. How do I confirm my installation appointment day and time window?

Within 24 hours of your appointment, we’ll call the number included in the order to make sure you’ve received the AT&T MetroCell kit, and confirm the appointment time. To change your installation date and time window, call the Product Management Center at 877.996.7017, 24 hours a day, 7 days a week. When prompted for a PIN, enter METRO or 63876 to speak to a representative and confirm the appointment.

 

Q. What browsers does the AT&T MetroCell website support?

The website supports Google Chrome 40.0.2 or later, Internet Explorer 8 or later, Safari 5.0 or later (except for importing approved user lists by external file upload), and Mozilla Firefox 31.1 or later.

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Q. How do I edit my device settings?

To update your device settings, go to the AT&T MetroCell product page at att.com/metrocell, select Manage My MetroCell, and then log in. From the Manage My MetroCell page, select the device, and then click Edit Details.

 

Q. Can I move an AT&T MetroCell device?

Yes, as long as AT&T is authorized to provide wireless service at the new location. If your business relocates, contact your AT&T account representative for help confirming the new address and reactivating your device at your new location.

 

Q. Who do I call to move an AT&T MetroCell device?

Contact your AT&T account representative to help arrange the move.

 

Q. Will AT&T charge me to move an AT&T MetroCell device?

There’s no additional charge to move your MetroCell. However, if you require professional installation as part of the move, additional charges may apply.

 

Q. What if I need help re-installing an AT&T MetroCell device?

Review the Installation Guide available when you go to the AT&T MetroCell product page at att.com/metrocell. For more help, call the Product Management Center at 877.996.7017, 24 hours a day, 7 days a week. When prompted for a PIN, enter METRO or 63876 to speak to a representative. You can also request professional installation, which is available for an additional fee.

 

Q. How do I deactivate an AT&T MetroCell device?

To deactivate your device, go to the AT&T MetroCell product page at att.com/metrocell, select Manage My MetroCell, and then log in to the AT&T MetroCell website. From the Manage My MetroCell page, select the device, and then click Deactivate. Be aware that when you deactivate an AT&T MetroCell, e911 calls will not be able to connect through the MetroCell.

 

Q. When I deactivate an AT&T MetroCell device, is it still associated with my account?

If the deactivated MetroCell was the only one at its location, the location is deleted, and the device is no longer associated with your account. To reactivate your device, contact your AT&T account representative. If there was 1 or 2 other MetroCells at the same location, then the location is retained, and the deactivated device is listed as Inactive.

 

Q. Why would I deactivate an AT&T MetroCell device?

External factors such as interference, business relocation, or changes to your facilities may require you to deactivate an AT&T MetroCell device.

 

Q. How do I change the technical contact?

To change your contact, go to the AT&T MetroCell product page at att.com/metrocell, select Manage My MetroCell, and then log in to the AT&T MetroCell website. From the Manage My MetroCell page, select the device, and then click Edit Details. Anyone with administrative rights to an AT&T MetroCell device can update the contact information at any time.

 

Q. Can I temporarily change the technical contact?

Yes. You can change the contact information at any time.

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