Can't Activate AT&T Wireless Broadband

[Centex]

I have a new T61p Type 6459 that was ordered with integrated AT&T Wireless Broadband, using a Sierra Wireless MC88775 Network Adapter card.

Upon receiving the machine, I attempted to activate the Broadband Wireless using the Activation Wizard.

The Wizard does its thing, then says "The AT&T mobile wireless device could not be detected. Please verify that a device is enabled, powered and available. Ensure the external wireless switch, if available, is in the On position."

The switch on the front is On. Ctrl-F5 verifies the switch is on, and the Wireless Wan Radio is "On."

Called IBM EasyServ, and the machine was sent to the Repair Center.

When it came back, it had the exact same problem! Nothing had changed!!!

OK, called IBM EasyServ again. The machine went to the Repair Center again.

When it came back, it still has the same problem!!! The only difference is the Activation Wizard is wearing Cingular clothes instead of AT&T clothes. And, the driver for the video adapter is missing. Evertime the machine boots it runs the New Hardware Found Wizard and wants to install a driver for the video adapter.

It's beyond me how the people at the Repair Center can't do a simple thing like verifying a repair.

I can run the AT&T/Cingular Communications Manager. It says "Initializing" for several seconds and then says "No SIM." It shows 4 bars of signal strength from the cell tower.

I have a T60p that uses the Cingular Broadband with no problem, and activated with no problem, so there is nothing wrong with the AT&T/Cingular coverage here.

Does anyone have any idea what is going on here???

This is a brand new machine. I suspect it was configured incorrectly when it was manufactured.

I have re-imaged the machine several times. I have checked that the SIM card is present and not inserted upside down, and reseated it several times.

Any suggestions would be appreciated.

Centex

[andyP Community SuperMod]

Hi Centex, welcome to the forum,

which adapter does your T60p have? If it's the same adapter and as you have re-imaged several times, I would try the T61p hdd in your T60p.  ?? (obviously back-up necessary files). Worst come to the worst you'll have to re-image.

[Centex]

Andy,

Which adapter? The Sierra Wireless Card?

I think the Sierra Wireless cards are the same, or nearly the same.

The T61p has two entries for the card in the Windows Device Manager. Once as a dialup modem, and again as a Wireless Network Adapter.

The T60p has only one device manager entry, as a Wireless Network Adapter.

Swapping the hard drive would be a good diagnostic ploy. Also trying the SIM card from the T60p in the T61p.

But, I can't take a chance of messing up the T60p. It's the only machine I have with anything like high-speed Internet access.

Also, it looks like I may have to try to return the T61p for a refund. So, opening it up to try another hard drive wouldn't be a good idea.

Centex

[andyP Community SuperMod]

Centex,

yes I meant the Sierra Adapter.

A hard drive is classed as a "CRU - Customer Replaceable Unit". You are permitted to exchange the unit yourself; i.e. if your hdd dies, rather than you having to send your TP in for repair, they just send you a new hdd. You swap it out and send the old one back. Doing something like this for diagnosis will not invalidate your warranty.

I understood from your first post that your T60p "uses the Cingular Broadband with no problem". My suggestion is to try the hdd from your T61p in the T60p and not the other way around, (if the adapters are the same). Swapping the sim cards can't hurt either. You can see how to remove the hard drives here.

I would actually try swapping out the sim cards first as it's alot easier. Take the battery out and you should see where it sits.

[Centex]

Andy,

Thanks for telling me how to swap the hard drives. I didn't know it was that easy.

As I said earlier, I can't do anything to compromise the integrity of the T60p.

Centex

[andyP Community SuperMod]

Centex,

If you remove the drive from the T60p you can try the drive from the T61p in it and see if everything works, (assuming the wwan modules are the same). I wouldn't ask you to compromise your T60p. Try swapping out the sim cards first. 

[balto]

I just received a brand-new X61 with 3G broadband and Sierra etc with an ATT sim pre-installed and I have the exact same problem after activating the broadband service with att. I try to activate the WAN using th eprogram on the start menu and first it says I have a WAN device, then says he device cannot be found. device manager says the sierra is working properly. hah!

After reading the above I am reluctant to return it to lenovo for repair. AtT says the problem is Lenovo's. I have not called lenovo because it is a weekend and they are not open, but it irks me that Friday ATT said it would work and started charging me for service, yet from the discussion above this combination will apparently NEVER work?

I do not want to get into a lengthy repair cycle. Should I just return this machine? it also has problems connecting to our home LAN network (ie it only does it once then stops). But I bought it for the broadband connection....which apparently will NEVER work?

[Centex]

Balto,

Tech Support (IBM EasyServ Repair Center) is open 24/7. You can call them at any time.

Lenovo WebSales at first told me I couldn't return the machine because 21 days had elapsed. This they told me on the 22nd day I had the machine. I pointed out to them that I had asked them on the 20th day to return the machine, then they waited 2 days, and then told me "tough stuff", more than 21 days has elapsed.

Then they told me I could return it less a 15% restocking fee if I didn't "rebook the order", and I could return it for a full return if I DID "rebook the order."

I asked them what does "rebook the order" mean? Order another machine?

They said that's what they meant. That sounded good to me. But when I went to order another machine, I discovered the price had gone up by $357. So much for that idea!

I told "WebSales" the price had gone up by $357. After a 2 day wait, they suggested I try to order by phone instead of on the Web, and ask for the reduced price.

I did, and the sales representative said the price will be whatever the price is today, and there will be no price break. And if the machine I have now doesn't work, then "Tech Support" is supposed to fix it.

I went back to "WebSales" and told them there would be no price break. After another 2 days they replied that they had given me their answer, and if it doesn't work then take it up with "Tech Support."

They sent me a machine with a $200 feature that doesn't work straight out of the box, and they are telling me "just too bad", you bought the machine and go see if "Tech Support" can fix it.

There are two ways to activate the AT&T Broadband. By calling the toll-free number, and by running the Activation Wizard. Evidently you called the number, got it activated (supposedly), and then when you tried to use it, it doesn't work.

Are you trying to "connect" with the "AT&T Communications Manager?" Just exactly what does it say?

I would be very curious to know what happens when you run the Activation Wizard.  This is the "Activate Wireless WAN" entry on your Start Menu.

I see on the Lenovo Web Sales site that there will now be at least a four week delay if you order the AT&T Wireless Broadband. Maybe they're trying to figure out why it doesn't work????

Centex

[balto]

Centex, I got exactly the message you did. The att software helpfully first says,  a 3G device is installed on your machine, would you like me to activate it, then after scanning ithe system says that it can't find the device. But the devices menu says that it exists.

Will try tech support center. The activation line is only open 9-5 M-F (and tomorrow is a holiday). Meanwhile, I am paying 60 dollras a month for an ATT service I don't have....and att refused to  delay the start of the 30 day trial period. I may just need to cancel it until I can get this problem fixed because our cell phone bills are high enough without paying for nonexistent service.
this was supposed to wok right out of the box. att told me it would, and lenovo told me it would when I ordered it.
balto

[balto]

Just called Lenovo support and they say it is an ATT problem, although they were not able to definitively show me that the 3G card is working. since the device manager says it is there but it cannot be 'activated" they say it must an ATT  problem. oh, any any software problems need to be dealt with on a special payforservice line. did I mentino that this computer is less than 48 hs old?

but yesterday ATT told me that anything to do with the computer was Lenovo's problem and to contact them. I may have gotten a bad  customer representative there, so I will try them again, but if I hear this again, I am going to return the computer, because I will have spent 6 hours in the middle of it-not my-fault-it-is-your-fault, and basicallyno one has a clue.

They should not be advertising and selling a system which they have not tested.