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Larry Dignan, Andrew Nusca and Rachel King

AT&T: Does it deserve all of the abuse?

By | June 21, 2010, 2:30am PDT

Summary: AT&T has received a lot of abuse for iPhone preorders, the iPad security breach, tiered data plans and network quality. Is AT&T getting enough abuse, too much or not enough?

AT&T has had a dreadful few weeks. It has taken flack for going with tiered data plans, an iPad security breach and the inability to field overwhelming demand for Apple’s iPhone 4. Once that smoke clears you can go back to complaining about dropped calls on the iPhone. Does AT&T really deserve all of the arrows in its back?

Beating up on AT&T has been way too easy of late. So let’s play Monday morning contrarian for giggles. Perhaps AT&T shouldn’t be on the receiving end of all the shrapnel it has been getting.

OK, you can stop laughing now, but there’s something to the argument. As a mobile industry observer, I can’t wait to see the iPhone go to Verizon—something that has been rumored forever. Why? I want to see if AT&T’s network really stinks. It’s quite possible that AT&T has merely been the canary in the data usage barrage coal mine. AT&T is just on the bleeding edge of wireless networks that can’t hang with data demand. Maybe none of the networks can handle the iPhone.

But let’s not get ahead of ourselves. Let’s tackle the moving AT&T parts one by one.

Tiered data plans:
AT&T recently moved to capped data plans. We all know the details by now. It’s $15 for 200MB and $25 for 2GB. Go over those data caps and it will cost you extra. Fans of unlimited data plans freaked. What about my streaming of Pandora all day they asked? What about World Cup soccer streaming? I want my mobile TV, they cried. Well folks, you knew the caps were going to come. Carriers either put the unlimited data caps genie back in the bottle now or risk a real debacle when there’s a wireless spectrum crunch. Tiered plans just make good business sense. AT&T took all the whoop ass, but now Verizon Wireless appears to be ready to follow on data plan caps. Now everyone will follow.

AT&T’s systems blew up from iPhone 4 orders. There are also questions about Apple’s IT performance in this one too, but guess who is getting shot? AT&T of course. Now you can question the planning on this one, but 600,000 pre-orders represent a lot of demand. Who plans for a launch like that? Even Piper Jaffray Gene Munster was predicting 1 million iPhone 4s over a few days. That target will be handily beat. Now analysts are overshooting to the upside on iPhone 4 unit shipments. Jeffrey Fidacaro, an analyst with Susquehanna Financial, said in a research note:

Given the size of the iPhone 4 pre-order and our analysis of the expected upgrade cycle, particularly the remaining 3G users, we believe the full launch weekend of June 24-27 is shaping up to potentially be a 2 million-3 million iPhone event, about 2-3x higher than the one million units sold over the first three days for both the 3GS and 3G launches.

So AT&T failed to predict never-seen-before demand for a new phone. Cut it some slack.

AT&T’s network can’t hang with data happy iPhone users. Here’s one where we’ll never know where the truth lies. AT&T’s network takes the hit, but who would have predicted the data usage coming down the iPhone pike. Verizon Wireless says is can handle the iPhone, but how does it really know? AT&T was the guinea pig for an explosion of data. The funny part about all of this: If Verizon Wireless follows AT&T on data plan caps we may never know whether AT&T’s network really stunk. Verizon Wireless has had 3 years to study the iPhone, model its data usage and make fun of AT&T. One other point: AT&T has been upfront about its network usage and has worked to fix it. If AT&T could get coverage in San Francisco and New York right it may shut up a lot of tech writers.

And finally there’s the iPad data breach. AT&T was nailed and then threw gas on the fire by going after the folks that found the vulnerability. It’s hard to defend AT&T on this one, but you can say that there was a much-needed dose of context needed when the news broke. Memo to AT&T: Don’t apologize about a security breach and then try to downplay it because of malicious hackers.

Final score: 3-1. Out of the four things that have made AT&T a pinata you can argue three of them are a bit overblown. Your turn: Is AT&T getting enough abuse, too much or not enough?

Poll

Is AT&T getting...

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Topics

Larry Dignan is Editor in Chief of ZDNet and SmartPlanet as well as Editorial Director of ZDNet's sister site TechRepublic.

Disclosure

Larry Dignan

Larry Dignan has nothing to disclose. He doesn’t hold investments in the technology companies he covers.

Biography

Larry Dignan

Larry Dignan is Editor in Chief of ZDNet and SmartPlanet as well as Editorial Director of ZDNet's sister site TechRepublic. He was most recently Executive Editor of News and Blogs at ZDNet. Prior to that he was executive news editor at eWeek and news editor at Baseline. He also served as the East Coast news editor and finance editor at CNET News.com. Larry has covered the technology and financial services industry since 1995, publishing articles in WallStreetWeek.com, Inter@ctive Week, The New York Times, and Financial Planning magazine. He's a graduate of the Columbia School of Journalism and the University of Delaware.

For daily updates, follow Larry on Twitter.

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RE: AT&T: Does it deserve all of the abuse?
tomlin21-24319035676893835085146735905770 11th Oct
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A&T never forgives its customers their "missteps". Why should we forgive them? We pay them for services promised. Ergo, they must deliver or return the money. Nothing else is acceptable.
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@RickyF
As a former Verizon customer I can tell you that Verizon was much worse than ATT.

From the verbage in the blogs, does not look like they have improved much either...
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@zenwalker

As a current customer of both Verizon and AT&T, I can tell you that AT&T sucks a$$.

When I need to surf the web on the cell network, I grab the Verizon phone.

When I need to make a phone call that won't cost me money, I grab the Verizon phone.

When I want to listen to music, surf the web on *$ WiFi, or make an LD call out of the country for work, I grab the iPhone.

If I'm going more than 25 miles outside a major metro area, I grab the Verizon phone. Why? Because I want to make phone calls that won't drop, and I travel light so I need the phone that works.
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@zenwalker
As a Verizon Wireless customer since 2002. I would like to say that I have never had problems with Verizon & I think their customer service is the best. I have gone over on minutes & txts and they have back tracked me up to 2 months to adjust my charges. Love them.
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@RickyF I have many friends in San Francisco and New York that never have any problems with dropped calls or any thing else using Nokia phones. But a lot of it could be due to the immensity of AT&T's users density in these specific areas.

Where I live, we only get good service from AT&T and Verizon. I think AT&T is like MS Windows. If you the biggest, percentage wise you are bound to have the perception of more problems as compared to Linux or Mac OS-X. Same with Wireless Service Providers!

If AT&T is bad, I just don't see where I live.

Of the friends I know that do have dropped calls, they all have iPhones. So the problem is more likely something to do with the location of the antenna in iPhones or maybe it's Closed system. So you should consider if it's your phone or the carrier and your location. Best phones with least dropped calls per brand = Nokia w/ better solid base band radios and antenna designs!

So NYC or SF + AT&T=Bad AT&T+iPhone=Worse!

Verizon will not get iPhone if ever, till 2012 (5yr contract). The reason is Verizon killed their own Garden Walled environment and why would they allow Apple to secure hyper tunnel (garden walled) their 3G users right past them to make more money from their App Market? Especially now that Verizon is a part of WAC. An organization of 40 Wireless providers formed to kill closed App markets that don't allow them to compete with their own Market or share the wealth. Like Apple's App Market!

http://www.fastcompany.com/1637428/cellphone-networks-gang-up-to-wrest-smartphone-control-from-apple-and-google

Teaming Developers with these Wireless providers for an Open Market for all devices on these carriers to make money for them:
http://www.jil.org/

btw... iPhone4 is a Samsung Galaxy S in disguise! grin Samsung contracted to have Intrinsity design Hummingbird A8 chip for their own phones first then they were approached by Apple to share in design & fabrication costs for their A4 chip. Same chip, same Domino Logic, most likely only custom Instruction Sets in the metal. Same GPU 90million Triangles per/sec capability and right for Apple to release first. Difference? Super AMOLED is next gen screen used in F-1 dash and steering wheel display and Ad screens embedded in carbon fiber body. Superior Contrast and visibility in direct sunlight! Galaxy S Wins against iPhone with Android! grin
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RE: AT&T: Does it deserve all of the abuse?
lelandhendrix@... 21st Jun 2010
@i2fun@...
When you say things like
"the problem is more likely something to do with the location of the antenna in iPhones or maybe it's Closed system." it drives me crazy because I can't believe you know what you are talking about.

The reason so many Nokia phones don't drop calls is because so many of them are not smart phones, and not data-eaters, so they aren't even 3G.

Guess what--when in a non-3G area like where my house is situated (EDGE-only), then iPhones DO NOT DROP CALLS.

If you want, you can turn off 3G in iPhone settings and then chances of dropped calls are reduced to a statistical nil.

Therefore, it's AT&T 3G coverage in metro areas that's the issue. Besides, the hardware was studied extensively more than a year ago, and the radio chip in iPhone is used by other manufacturers and performs no differently.

You also think dropped calls on iPhone are a result of "maybe it's Closed system."

I've asked you to do this before, so why don't you humor me now: exactly what do you mean by CLOSED SYSTEM? Please explain what YOU mean when you say "Walled Garden" and how YOU believe that relates to "hyper tunneling" (your words, not mine), and then explain to me how your perception of those things might relate to dropped calls. Please, I'd really like to know.
@lelanhendrix Antennas? ....if the older iPhones were so great, then why to they continued to drop calls on other wireless providers elsewhere in the World? Or why did Apple redesign the Antenna? Yes I know the base band radio chip is used in other phones, but why does it work on them and not iPhones?

Nokia is known for having the better chips anyway. Here's some links about iPhones antenna problems. All the links you should need to justify the problem being in the iPhone itself:

http://www.wirelessweek.com/News/2010/06/Devices-New-Antenna-iPhone/

http://reviews.cnet.com/8301-19512_7-10115619-233.html

http://gizmodo.com/377640/review-griffins-iphone-reception-boosting-clearboost-case

There are 100's of links dedicated to iPhone's poor antenna location and a problem with 3G to 2G failure to down switch in the firmware as a cause for dropped calls. Along with the discovery of an intermittent contact that can be fixed in 3G's iPhone's at least. It's not the antenna in this case though. Some people pull their iPhones apart and either remove the "Do Not Remove Screw" and stretch the copper flange to more securely contact the metal bezel manually or manipulate it into better contact. Some even solder it and this gives them 5 bars instead of none to 3 they were getting!

How do you think a Walled Garden Network runs? Well it's in the OS firmware through use of filters, bypasses and locks on the device that are altered by jail breaking to permit non Apple native Cydia Apps to be installed. Jail breaking btw does not keep you from using App market. Unlocking is different and meant to allow you to operate your phone on a different wireless provider.

Both major game consoles operate in Walled Garden environments. The OS contains software to firewall communications data inside the Walled Network, much like a hyper tunnel. Walled Garden is an analogy used in the telecommunications and media industries when referring to carrier or service provider control over applications and content/media on platforms (such as mobile devices) and restricting convenient access to non-approved applications or content. Sometimes walled and ceiling'd like Sony PSN or Xbox Live. Windows Phone 7 will also be Garden Walled.

Generally, a walled garden refers to a closed or exclusive set of information services provided for users. This is in contrast to providing consumers open access to the applications and content or off network use even.

http://en.wikipedia.org/wiki/Jailbreaking_for_iOS

So what I'm suggesting is that iPhones in the past have poorly designed Walled Garden firmware that does not switch between 3G to 2G Edge properly. Then this causes many of the disconnects and why when you manually switch 3G off it works without dropping calls! grin
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RE: AT&T: Does it deserve all of the abuse?
lelandhendrix@... 23rd Jun 2010
@i2fun@... Thank you for the response, and the links are some good reading.

I still have the impression though that the users in other parts of the world are reporting far fewer dropped calls than our domestic AT&T users.
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They have been GREEDY too long to ever forget or forgive
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Because, of course, we all know
frgough 21st Jun 2010
that you wanting to get as much wireless service as possible while paying as little as possible is totally altruistic and selfless.
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@terryzx
I hear all these complaints about blaming one or another provider for dropped calls and techno issue, and I shake my head! The "Global Leader" in your own eyes (and in scary reality on so many levels), but you bicker and squabble over which provider crashes less!

Here in Australia, it really doesn't matter which provider you choose, almost ANY mobile phone (that's cellphone for the Yanks)/smart-phone should handle its own, no matter the choice of carrier.

As to Apple stupidly locking their devices to a single carrier; in Australia (as with MOST of the developed world) they were prevented from doing so by Federal (anti-competitive) statutes, so we never had to deal with this cr@p. As such, we all get to sit back and laugh. Don't like the current situation? How about you get of your collective butts and take it to your local representatives and scream out for a change of policy... change the laws and you change the situation once and for all.
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RE: AT&T: Does it deserve all of the abuse?
YetAnotherBob 22nd Jun 2010
@kaninelupus: actually, about half of the Third World has better service than we do.
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@kaninelupus anti-competitive statutes? Is this predicated on the same notion of no-choice for all?
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You reap what you sow. AT&T and Apple will get their just desserts sooner or later.
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Way too much of what are faults with the iPhone gets put on AT&T. Many people with other phones on AT&T don't experience the dropped calls or lack of service that iPhone users do. Of course, it has to be AT&T's fault because mighty Apple can do no wrong (*cough* Newton *cough* Cube).
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Look at what happened to Ellen Degeneres for making a funny spoof of the iPhone commercial:

Apple's lawyers were on the phone to her before the end of the day. sad
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RE: AT&T: Does it deserve all of the abuse?
michael.francisco@... 21st Jun 2010
I have a Blackberry with AT&T and a Windows Mobile with Verizon in Charleston, SC and can confirm, AT&T coverage for both voice and data sucks compared to Verizon. I live and work in a heavily populated area and for the past three years, have had the same dead spot (near an International Airport) on my way home. I guess AT&T has been working to correct the problem because now instead of one dropped call, I now have three on my 15 minute drive home.
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@michael.francisco@...
You have a 15 minute drive home? put the phone down and drive. then you can complain about the service from your house.
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RE: AT&T: Does it deserve all of the abuse?
chas.hoard@... 21st Jun 2010
@michael.francisco@... I have actually noticed better quality calls here in Chicago (must be using better echo cancellation) but not less dropped calls. As a consultant, it's not unusual to pop in a bluetooth and finish a call on the 22 minute ride home and still make it to the kid's sporting event. While "put the phone down and drive" is appropo to those in a 9-5, flipping burgers and living in mom's basement existance, in the world of 'now doing the job of two people', phone communications is a critical part of getting the job done on time and right, the first time. The ARPU shows that, the rates reflect that, and so should the service quality.
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@michael.francisco@...
I have a 3GS and a Samsung Epix (live in Los Angeles - travel a lot). The 3GS drops frequently while the Epix seldom. My biggest complaint is that both will say full bars and the 3GS will drop. This leads me to think the issue is in the iPhone, not on ATT.

btw: the 3G was worse than the 3GS. and my phone before the Epix was a Blackjack - great phone and great calls.

End of day when it comes to dropped calls for iDevices, I lean toward the fault laying in Apples courtyard, not ATT's.
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RE: AT&T: Does it deserve all of the abuse?
reed@... Updated - 21st Jun 2010
What I faced as an IT rep for Cingular / AT&T

One store had to go accross the street to test customers phones because they had no signal.

If your 3G device had problems it was low priority if the phone could call, recieve calls, or recive data of any kind. Any one was low priority

Have a billing error because of a switch problem. You pay for the problem anyway and if it was an error you have to request a refund/credit even though they knew it was a problem.
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@michael.francisco@...

Yea, but have you reported the dead spot to AT&T? Customers must accept responsibility for notifying AT&T (or any other carrier for that matter) when there are areas of poor/no service.
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bs
banned from zdnet 21st Jun 2010
@allargon
the iphone is running just fine on gsm networks here in europe. no dropped calls. so your logic is bs. besides, do you really think other networks having millions of iphones on it with users that actually use data wouldn't have the same problems?

i don't want to defend att, they surely did a horrible job in upgrading their network over the last 3 years. but verizon will have the same problems the moment they let millions of heavy data using iphones on their network (which is still questionable i think, because verizon can't do data and voice at the same time and apple probably doesn't want to have its device on a network with such an ancient restriction.)
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Mileage may vary
Lunatic59 21st Jun 2010
@banned from zdnet N.A. is a different animal both in terms of business model and geographic infrastructure. in NA you have a few networks trying to cover the whole continent (~24million sq. km) where in Europe (~10million sq. km), you have many more players working together (kind of) to cover a more evenly distributed populace. That said, the EU has done a much better job with its wireless networks and should be admired, not overlooked.

I don't want to defend AT&T either, but in our office (located west of Philadelphia) we have a mix of personal phones on AT&T and company phones on Verizon. While the coverage is somewhat spotty for both ONLY the iPhone users experience dropped called with any regularity. I've been in meetings where we had Blackberry, Nokia, LG and iPhone 3GS handsets all on AT&T and the 3GS is the only one that drops the call.
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@banned from zdnet Verizon has android phones which are data hoggers just like the iphone and they have been keeping up with their customers usage. As far as not being able to talk and surf the web at the same time, that argument will be invalid by the end of the year. Hear of LTE? Just wondering.
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@DMBoarder82

The actual volume of "smartphone" devices on Verizon compared to ATT - Verizon is small. Add to that the ATT model of allowing data and voice at the same time.

Drop the iPhone model on Verizon and you will see the same if not worse for overall system load.

Still I would like to see the iPhone on Verizon - wonder if it is iPhone software or hardware that is influencing the call drop issue?
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with limited 3G coverage?

Get real, OK?
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RE: AT&T: Does it deserve all of the abuse?
jazzbeaunola 21st Jun 2010
@banned from zdnet
Yea, verily, I must agree. We just returned from 3 weeks in Italy, Switzerland, Austria, Germany. The phone behaved so much better abroad, it was just another reason to make us want to stay longer.
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@allargon: I think the degree of "dropped calls" depends on the region of the country you live in. When I travel to either coast or South, no problems exist. Here in the heart of the midwest, lot's of problems. And for the record, my wife's phone drops far more calls than my iPhone.
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@sfroemming I agree. One terrible year when I was in the midwest I had calls dropped all over the place.

I was on Verizon.
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@allargon exactly my thoughts. While some of it may be AT&T's fault (I agree with RickyF - if they fail to provide a promised service they should give a refund) much of it is likely Apple's. But Apple is never blamed for its mistakes by its fans so the problem MUST be someone else's fault. AT&T is a convenient scapegoat for Apple-worshippers.
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RE: AT&T: Does it deserve all of the abuse?
lelandhendrix@... 22nd Jun 2010
@kymac What mistakes are you talking about?

Or, are you just wanting to take a cheap shot at Apple and people who enjoy their products?

When you evaluate the iPhone you have two things: and iPod touch and a mobile phone. The iPod touch part does everything it is supposed to do (web browser, wifi, apps, email, etc) just perfectly.

The mobile phone part seems to do what it us supposed to do, from a software standpoint at least.

The fact that you can use the iPhone as a phone in one place, reliably, time and time again, but then take it to an area with murky signal and you can get it to fail, all adds up to be an AT&T problem.

And that's a conclusion made by using the scientific method--something taught in grade school.
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@allargon You took the words right out of my mouth. AT&T takes the heat for lousy IPhone radios. There was an article in the New York Times that said independent companies tested different brands of phones, and came out and said that AT&T's network was better coverage than Verizon's. And I have seen articles comparing Apples radios to others, and found lacking. they are trying to make it better than before as witnessed by the antenna band around the outside of the new phone.
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@A. Noid ATT has better coverage? Where? Maybe you should read my independent post at the bottom of these replies about its garbage coverage.
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RE: AT&T: Does it deserve all of the abuse?
lelandhendrix@... 22nd Jun 2010
@A. Noid The article I suspect you are talking about was immediately disproved (well, actually it took TWO DAYS) and he was found to be using inaccurate data and junk science.

Try looking it up again. Also, the writer to call out that NYT author writes for ZDNet so you'll likely find it here.
I don't think AT&T deserves any of it; it is more of Apple's fault for not fixing the products before they put it out. Now as far as the data plans, I read the article about them capping data. I agree with that technique coming from a network engineer perspective; take a network that connects 100 computers. You have to evenly split the bandwidth in... See More order to make sure all of them can perform. There's a T1, for example, that has 500 megabits/sec down. Divide that by 100, you get 5 megabits per second per computer.

But when you talk about wireless data usage, you gotta think you have at least 3000 users in the area. Say you have two T1's (they are about $400-$600/month each) to service the data, each top of 500 megabits/sec. Two T1's would cost up to $1200/month so you gotta burn the cost somehow. Then, divide 3000 users by 1000 megabits tops, thats 3 megabits per user tops. In order to burn that $1200/month or however many T1's they run, they can't realistically offer unlimited.
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@ryeckley82 - Get your facts straight. A T1 line has a bandwidth of 1.5 megabits/sec - not 500.
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RE: AT&T: Does it deserve all of the abuse?
fatman65535 Updated - 21st Jun 2010
@ryeckley82

RadarBob is quite correct, and you need a refresher course. a T1 is 8000 frames at 193 bits per frame (24 channels at 8 bits per channel plus one framing bit)

My calculator comes up with the result as 1,544,000 bits per second. If I were so dammed lucky enough to have 500 MEGAbit connection, I most certainly would NOT be crying about it. I would certainly thank my boss for being so generous (unless I worked for a company with quite `deep pockets`)

As to being able to manage demand spikes, there is this thing called `QoS` (Quality of Service). QoS prioritized data traffic based on a profile of what is more important to move through a data network with as little latency and jitter as possible. Simple file transfer (like web sites) and email can tolerate latency and jitter issues, but a streaming application like VoIP can not. While the bandwidth requirements of VoIP is not that great, latency and jitter are a problem, and if they become excessive, then the VoIP sessions start to fail.

Perhaps AT&T (amongst others) ought to take a hard look at not only data usage tiers, but QoS tiers. Pricing for data usage should consider volume and demand.
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@ryeckley82
While unlimited is a pipe dream, you have to ask the question "why now"?
I can only see three realistic answers;
1. ATT wants to focus on overall system upgrade while minimizing load bearing capability in hi density environments. I still question this based on ATT's claim that most users utilize minimal (1gb) data monthly.
2. They realize that the explosion of data use is "just around the corner" and want to place premptive controls in place. They are worried about the prepondurance of 3g devices; phones and tablets; and are seriously concerned on the ability of the system to handle it.
3. Someone at ATT came up with a new pricing model that will allow future significant data overage charges - cash cow. This is actually the most likely version.

There could be others. End of day we need to define it as what improves the bottom line to keep the stock holders happy. Cash.
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Cash Cow
Jimster480 21st Jun 2010
@zenwalker AT&T is ONLY concerned about making money, and not concerned about its customers. It knows it has people locked into its plans with its iPhone and its maximizing the amount of money it can make from those users before better phones come out on other networks (EVO 4G on Sprint, Droid X on Verizon, or iPhone on Verizon) because it knows that its users will all jump ship from its ****** service.
@zenwalker AT&T knows, like all other carriers, that despite their desire to be the only provider on earth, they just don't *have* the bandwidth to do it. Neither does anyone else. They bought just so much spectrum from the People, and until other major carriers die, they're not going to get significantly more. Are they rolling out spectrum equally in all geographical areas? Probably not. Is their hardware what it needs to be? Apparently not. Are they in business to give away bandwidth to hogs? Hell no. And it doesn't matter what company you're with, *nobody* can afford to give their limited assets away.
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RE: AT&T: Does it deserve all of the abuse?
lelandhendrix@... 22nd Jun 2010
@ryeckley82 said "it is more of Apple's fault for not fixing the products before they put it out."

I loved all your math and numbers! wink ...but...

What on earth are you talking about? Not fixing what?

Is it fixed now? Was it hardware, was it software?

If it isn't fixed yet, what are they working on and when will it be fixed?????
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Notably worse in Washington DC
bmgoodman 21st Jun 2010
I've had their service for over 10 years now, and the past year is the worst it's ever been. Not unusable by any means, but noticeable in the number of missed calls, dropped calls, and poor quality calls. And now also the "Network busy, retry?" messages. I'm also not a fan of the capped bandwidth. For the first time, I'm seriously considering leaving AT&T. I propose a new slogan. AT&T: Today's Network Tomorrow.
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New AT&T slogan
fatman65535 21st Jun 2010
@bmgoodman

It should be:

Yesterday's Network Tomorrow!!!!!
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AT&T 3G Network
jacarter3 Updated - 21st Jun 2010
This can be described in my area by one word: "sucks." If I used three words: "sucks very much."

I bought USBConnect Velocity broadband modem. The plan I chose gave a maximum 5GB per month. If I left the thing on 24/7 to download 5GB, I doubt that I could hit the cap. Once connected, I would typically find over 5 seconds of latency in round trip packet timing to a remote server. Sometimes it was as low as 500 ms but on average it was well over 2 seconds.

This depends on actually connecting the device. Each connection attempt takes slightly over a minute. Typically, I would need no less than ten attempts to even establish the PPP protocol and get an IP address using their "Communications Manager" ( a seriously badly coded utility with no logging capability). Last week after more than 40 attempts to connect and after over two hours of tech support over the prior week, I gave up and returned the device during my 30 day "buyers remorse" period.

The term "remorse" doesn't begin to describe my feelings about my experience with AT&T. The Sprint Compass 597 that I borrowed from an office mate connects in less than 20 seconds on the first attempt. Latency averages about 200 - 400 ms and download rates are much better.

I have pondered the purchase of an iPhone or iPad as I do like my MacBook Pro. But I will never buy one of these until I can choose my own carrier, which will never be AT&T.
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@jacarter3 Thanks! There's a lot of hyperbole on ZDNet. Comments like yours, with real metrics, keeps me coming back.
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@jacarter3 - I also have a laptop connect from AT&T and it consistently has download speeds of 1.5 megabits/sec with very low latency. However you must be reasonably close to a cell tower - say no more than a couple of miles to get optimum speeds. The same would be true of any carrier.
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RE: AT&T: Does it deserve all of the abuse?
lelandhendrix@... 22nd Jun 2010
@RadarBob But when they have you in the showroom, do they ask your address and then tell you how far you are from their nearest tower?

Do they give you a reasonable expectation of service? They can't promise one thing and then fail so miserably at it.
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RE: AT&T: Does it deserve all of the abuse?
lelandhendrix@... 22nd Jun 2010
@jacarter3 Nice entry!!

I'm noticing that sometimes it helps to have an idea where someone is when hearing about their service problems.

Do you mind? Telling us a little about what region you are in and if you know others who experience similar problems in your area?
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RE: AT&T: Does it deserve all of the abuse?
lelandhendrix@... 22nd Jun 2010
And then you can follow up with a course in ethics.
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RE: AT&T: Does it deserve all of the abuse?
tomlin21-24319035676893835085146735905770 11th Oct
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