AT&T Blames Recent iPhone Upload Speed Issues on Software Defect, Fix Under Development

Wednesday, July 7th, 2010

Yesterday, we reported that a number of iPhone 4 users around the United States have been experiencing severely crippled upload speeds on AT&T’s 3G network since the holiday weekend.

At the time it was unclear whether the issue, which limited upload speeds in many markets to 100 kbps, was an intentional cap placed by AT&T or if there was some sort of network issue or maintenance operation causing the slowdown. AT&T has finally responded with an official statement acknowledging that the slowdown is due to a software defect in Alcatel-Lucent equipment affecting users in certain markets under certain conditions.

AT&T and Alcatel-Lucent jointly identified a software defect – triggered under certain conditions – that impacted uplink performance for Laptop Connect and smartphone customers using 3G HSUPA-capable wireless devices in markets with Alcatel-Lucent equipment. This impacts less than two percent of our wireless customer base. While Alcatel-Lucent develops the appropriate software fix, we are providing normal 3G uplink speeds and consistent performance for affected customers with HSUPA-capable devices.

There is no word on a timeframe for deployment of the software fix for Alcatel-Lucent’s equipment.

Tags: 3G, AT&T, iPhone, upload
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AT&T not throttling iPhone 4 upload bandwidth

Tuesday, July 6th, 2010

Some iPhone 4 users have experienced slow upload speeds on the AT&T network, but the issue is not a result of intentional bandwidth throttling by the U.S. carrier, AppleInsider has learned.

Users across the U.S. have reported upload speeds of around 100Kbps, well below the capabilities of the HSPA-capable iPhone 4. The issue has affected users in a number of major metropolitan areas across the country, including New York and Los Angeles.

While some speculated the problems were a result of bandwidth throttling by AT&T, that is not said to be the case. Instead, AppleInsider has been led to believe that the issues are a result of an unintentional software glitch related to High-Speed Uplink Packet Access in some sections of the country. When working properly, HSUPA can allow uplink speeds of 5.76Mbit/s.

It is believed that a fix for the issue is forthcoming, though AT&T did not provide a comment on the matter as of Tuesday

Tags: AT&T, iPhone 4
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Apple addresses iPhone 4 reception, promises software update

Friday, July 2nd, 2010

And lo, Cupertino speaks at last. Responding to numerous complaints and criticisms about poor cell signal reception on the iPhone 4, Apple has issued a letter on its Website saying that the fault is due not to hardware design, but to the algorithm used to calculate bars of reception.

The problem, which has been widely reported since the phone’s debut last month, results in a loss of signal strength when certain areas of the external antenna are gripped in the human hand. At the same time, however, many users have also reported better signal strength with the iPhone 4 than previously, with some able to make calls in places that had previously had no signal.

Those conflicting reports of both signal loss and signal improvement prompted Apple to investigate the problem, which the company says is the result of a “totally wrong” formula that displays a stronger signal than actually exists. “For example,” says Apple, “we sometimes display 4 bars when we should be displaying as few as 2 bars.”

According to Apple, the attenuation caused by holding the phone is likely because the signal strength in a given area isn’t very strong to begin with; those fourth and fifth bars never really existed. That said, Apple also acknowledges that all phones suffer from a certain amount of signal loss when gripped in certain ways, including previous models of the iPhone.

To fix the issue, Apple will release a software patch within the next few weeks using a new formula based on one recommended by AT&T. While obviously this won’t change the strength of the signal, it will apparently better reflect the actual reception. In additions, the first three bars will be taller, which will help their visibility. The patch will be available for the iPhone 3G and 3GS as well, since Apple says the problem dates back to the original iPhone.

Despite Apple’s promise, there are lingering questions. If the issue is really only one of the accuracy of the displayed bars, then what explains the related performance problems some users have encountered? The only explanation I can come up with is that the iPhone’s software somehow looks to the signal strength as a way of throttling data—and thus, when it sees no strength, it throttles data to zero. That seems counter-intuitive to me, but as a non-engineer, perhaps I’m missing something.

But it’s a good thing Apple has addressed this issue, especially in light of the legal action that has been launched on many fronts. Whether or not the company’s answer is satisfactory will of course depend on if the patch actually fixes users’ problems. And for that, we’ll have to wait.

Tags: Apple, AT&T, iPhone 4, reception
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iPhone 4 lines persist as AT&T sells first come, first served

Tuesday, June 29th, 2010

AT&T on Tuesday began its second round of iPhone 4 orders, giving walk-in customers who didn’t preorder through the wireless carrier their first opportunity to purchase Apple’s latest handset.

Customers around the U.S. got in line once again for the iPhone 4, following last week’s first day of sales. But while Apple’s retail stores had some phones available for customers who did not preorder, AT&T was forced to suspend preorders after experiencing overwhelming demand earlier this month. The first day of preorders — June 15 — was said to be the busiest online sales day in AT&T history.

AT&T later announced that those who initially preordered would receive their iPhone 4 last week, while customers who were unable to get in before preorders were suspended would have to wait until June 29.

Starting Tuesday, the iPhone 4 became available on a first-come, first-served basis while supplied last at all AT&T sales channels. The handset is available through the wireless carrier’s retail locations, at its website, and in business sales channels.

As inventory of the iPhone 4 sells out, AT&T, the exclusive wireless carrier of the iPhone in the U.S., offers customers the option of purchasing Apple’s handset and having it delivered to a home, business or AT&T store. Customers will receive an e-mail when their order is placed, and again when it finally ships.

Photo via Flickr user thinkjose.

In other AT&T news, the company announced this week that it has completed its overhaul of its high-speed 3G network in New York City, throughout Manhattan, the Bronx, Brooklyn and Queens. The upgrade is said to offer customers improved G voice and data connectivity performance, especially during peak hours.

Through the upgrade, AT&T added new layers of frequency to nearly all cell sites in Manhattan, as well as many other areas in the Bronx, Queens and Brooklyn. The upgrades were necessary as AT&T’s network grew more than 5,000 percent over the last three years since the iPhone first launched.

“Our goal is pretty simple: in the city that never sleeps, we’re working 24/7 to make sure our customers have a great experience every time they make a call, check e-mail, download a song or video, or surf the Internet on their AT&T device,” said Tom DeVito, vice president and general manger for AT&T in NY and NJ. “Adding more capacity to cell sites is just one way we are doing to that.”

Tags: Apple, AT&T, iPhone 4
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Apple Claims Largest Ever First-Day iPhone Pre-Orders of 600,000

Wednesday, June 16th, 2010

Apple has just issued a press release announcing 600,000 pre-orders for iPhone 4 yesterday, “far higher” than the company anticipated. In the release, the company also apologizes for the frustration and difficulties experienced by those attempting to pre-order.

Yesterday Apple and its carrier partners took pre-orders for more than 600,000 of Apple’s new iPhone 4. It was the largest number of pre-orders Apple has ever taken in a single day and was far higher than we anticipated, resulting in many order and approval system malfunctions. Many customers were turned away or abandoned the process in frustration. We apologize to everyone who encountered difficulties, and hope that they will try again or visit an Apple or carrier store once the iPhone 4 is in stock.

Earlier today, several iPhone carrier partners had indicated iPhone 4 traffic and pre-order volume ten times that of last year’s iPhone 3GS launch. AT&T reported today that it had accepted 10-times the number of pre-order sales on the first day compared to the iPhone 3GS which went on sale last year.

Tags: Apple, AT&T, iPhone
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AT&T announced new data plans and pricing today, affecting iPhones and iPads:

Wednesday, June 2nd, 2010

Tags: AT&T, iPad, iPhone
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