AT&T's response to my BBB complaint.. "we don't cap the atrix".

[kgeissler]

On March 09, 2011, the business provided the following information:




AT&T Mobility Tele: 952.703.4316
Regulatory Response Team Fax: 952.703.2307


AGENCY'S NAME:
Better Business Bureau of Metropolitan
Texas COMPANY'S NAME:
AT&T
ADDRESS:
1600 Pacific Ave Suite 2800
Dallas TX 75201 ADDRESS:
Office of the President
2325 N. University
Lubbock, TX 79415
AGENCY REP: N/A COMPLAINANT'S NAME:
Keith Geissler
AGENCY'S FILE NO.:
91172869 COMPANY'S FILE NO.:
CM20110302_18007584

AT&T Mobility (AT&T) received the above-referenced customer complaint and appreciates the opportunity to respond. Specifically, Keith Geissler complains that the recently released Motorola Atrix does not offer speeds anywhere near what advertised speeds claim. He is requesting activation of 4G services and removal of the cap on the Motorola Atrix services.

Account research regarding this complaint shows that AT&T is focused on delivering a wide choice of solutions and the best possible Smartphone experience to our customers. Be assured that AT&T has not "capped" the upload speeds on the ATRIX. The ATRIX is a HSUPA-capable device, and we currently are performing the testing and preparations necessary to ensure that, when we turn this feature on, you will continue to have a world class experience.

We ask that you please keep in mind; software is only one of many factors that can affect speeds experienced. Factors such as location, time of day, network capacity and facilities, can have an impact as well. Again, in order to ensure the best possible customer experience services will become available once testing has been completed.

AT&T sincerely regrets any inconvenience this issue may have caused. Please feel free to contact me directly at 952-703-4316 if you have any additional questions or concerns in this matter.

Name: Sheila Utech, Customer Appeals Manager, Executive Response

 

[BrianTufo]

Wow that's a good response. Now lets see if they fix their issues and make things right!

 

[ka3yan]

I have to raise the BS flag here. By making the firmware restrict how the phone handshakes with the server, they are in effect "capping" the speeds. This cap may have been imposed on the handset end and not on the server end so that AT&T can say, "Hey, we aren't capping anything...go talk to Motorola if you're having a handset problem." The issue is that AT&T has washed their hands of this whole HSUPA issue. It just angers me that they are accepting no responsibility and at the same time offering no explanations. This has nothing to do with time of day, weather, sun spot cycle, etc. Total BS!!!

 

[akhi216]

*cough-bullsh-cough*

It's not a software issue. They're trying to say that it's Motorola's fault? What a joke? The Atrix 4G has been proven to work on HSUPA with 4G upload speeds on non-AT&T networks. Motorola would not intentionally put software in the Atrix 4G to prevent owners from being able to enjoy 4G upload speeds. If AT&T isn't capping upload speeds on the Atrix, then what the #%$& are they doing? They're definitely doing something!

I can't wait to see how this turns out.

Sent from my PG06100 using Tapatalk

 

[akhi216]

I have to raise the BS flag here. By making the firmware restrict how the phone handshakes with the server, they are in effect "capping" the speeds. This cap may have been imposed on the handset end and not on the server end so that AT&T can say, "Hey, we aren't capping anything...go talk to Motorola if you're having a handset problem." The issue is that AT&T has washed their hands of this whole HSUPA issue. It just angers me that they are accepting no responsibility and at the same time offering no explanations. This has nothing to do with time of day, weather, sun spot cycle, etc. Total BS!!!

What they're doing is intentionally capping upload speeds on the Atrix and Inspire to ensure that the buyers of it's cash cow, the iPhlop, don't suffer crippled speeds due to towers being overloaded because AT&T doesn't care enough about it's customers to build more towers (AT&T puts only 5% of it's earnings into making and upgrading towers).

Sent from my PG06100 using Tapatalk

 

[plasticglock]

Be assured that AT&T has not "capped" the upload speeds on the ATRIX. The ATRIX is a HSUPA-capable device, and we currently are performing the testing and preparations necessary to ensure that, when we turn this feature on, you will continue to have a world class experience.

At least this part sounds very optimistic to me. I will be very happy if this happens in a reasonable amount of time. Now I have to decide if I can believe it or not. Just like last year when the 2.2 update for my wife's captivate was "coming soon." Yea it's here now, but it took 7 months. So, should we take this as a potential solution for 2012?

 

[dopestar]

i hope everyone that signed the petition of the capping calls this Appeals manager and expresses their issue....! I think it was over 500 people that signed and it would be helpful if they all called in.. The louder our conerns are the more pressure they will take to finishing this "test".

 

[ka3yan]

Ok, well I just got my email from the BBB saying that my case was closed:

NAME: AT&T Mobility
BBB MEMBER: YES
CONTACT: Mr. David Neveleff
ADDRESS: N/A
PHONE: 803 790-1776
FAX: 704 423-5013
Website: Cell Phones and Cell Phone Plans - Wireless from AT&T

AT&T Mobility (AT&T) received the above-referenced customer complaint and appreciates the opportunity to respond. Specifically, John Bradley Morris complains that he has concerns about their wireless service or account. Mr. Morris states that his AT&T and the Motorola ATRIX is not performing to speed standards for a 4G phone.

Account research regarding this complaint shows that I spoke with Mr. Morris on March 9, 2011 and in an effort to resolve the complaint, I explained that the ATRIX is a HSUPA-capable (4G) device, and AT&T is currently are performing the testing and preparations necessary to ensure that, when we turn this feature on, customer will continue to have a world class experience. Please keep in mind, software is only one of many factors that can affect speeds experienced. Factors such as location, time of day, network capacity and facilities, can have an impact as well. Mr. Morris has been advised that he is within the 30 day buyer's remorse period for that device and he can return the device for a full refund if he wishes to.

Although I attempted to address Mr. Morris complaint, he remains disappointed with the resolution.

AT&T sincerely regrets any inconvenience this issue may have caused. Please feel free to contact me directly at 425-288-2723 if you have any additional questions or concerns in this matter.

Name: Flynn, John Customer Appeals Manager, Executive Response
Date: 03/09/2011

 

[jess.hickey]

So apparently I'm missing a piece of this puzzle.

It sounds to me as if they are claiming that once "4G" is rolled out in a particular area, all back haul is complete and the "switch is flipped" we will be able to see HSUPA upload speeds. But I was getting 1+ MB uploads with my N1 which wasn't HSUPA capable and the iPhones are getting 1+ up and aren't HSUPA capable, correct?

Am I missing something here or is AT&T missing something?

 

[ozziedog]

Is this going to be the same as the iPhone 4 antenna gate?

 

[plasticglock]

So apparently I'm missing a piece of this puzzle.

It sounds to me as if they are claiming that once "4G" is rolled out in a particular area, all back haul is complete and the "switch is flipped" we will be able to see HSUPA upload speeds. But I was getting 1+ MB uploads with my N1 which wasn't HSUPA capable and the iPhones are getting 1+ up and aren't HSUPA capable, correct?

Am I missing something here or is AT&T missing something?

The iphone 4 is hsupa enabled even though it is a 3g device. Not sure but I would not be surprised to find out the n1 is also. If you were getting over 1 then it probably is.