Is It the Phone, or the Network?
News Commentary. Is there anybody who isn't griping about the 3G in the new iPhone's name? Did Apple screw up? The carriers, perhaps? Or, gasp, both? |
Suddenly, there is a whole lot of noise about iPhone 3G phone quality. Aug. 12, Nomura Securities analyst Richard Windsor blamed call problems on an "immature chip set and radio protocol stack." Worldwide, iPhone users are reporting frequent dropped calls and inability to make calls, all wrapped in the warning message, "Call failed."
Associated Press, in a story citing a report from Swedish engineering journal Ny Teknik, claims, "spotty wireless broadband connectivity for some of Apple's new iPhones most likely results from a hardware problem introduced during mass production." It's unclear whether the problem, if it exists, could be fixed by a firmware update.
In a story today, BusinessWeek claimed that a "fix is on the way" via a software/firmware update. Wired is taking a semiscientific approach to determining the cause, by offering a global test of iPhone 3G's capabilities:
iPhone 3G network performance issues aren't isolated to the United States, and the time has come to collect global data. IPhone 3G owners from around the world: Wired.com needs your help. We've created an interactive ZeeMap, and we'd like you to report your iPhone 3G's 3G and EDGE download and upload speeds. We promise it's easy, and assuming your connections aren't grindingly slow, this should only take you about five minutes.
Since I returned from vacation, my iPhone 3G has been nothing but trouble. Just this afternoon, I rang an editor's conference line five times before connecting. The first time, the call started and then disconnected with "call failed" displayed on the screen. I had three more "call failed" attempts before connecting. I've had constant dropped calls and repeated problems making calls. The situation is bad enough that the phone has become nearly unusable.
iPhone 3G only connecting through 2.5G
My immediate reaction is to blame the phone, but my wife is having calling problems, too, with an iPhone 2G. I called her five times yesterday at her dad's apartment, which is just a block away. The phone never rang once. So could it be the network?
AT&T reception was never great in my apartment anyway. Actually, I'm hugely disappointed with AT&T reception throughout San Diego. Last week, in D.C., Maryland and Virginia, I had four to five bars everywhere. In my apartment, with the iPhone 3G, I generally get zero. By comparison, turning off 3G typically brings up three to four bars over 2.5G.
This afternoon, Pacific Time, I put side by side my daughter's white iPhone 3G and my black one. She consistently doesn't get dropped calls in the apartment. I assumed that her 3G performance was better. Not so. Even with 3G turned on, she only gets a 2.5G signal. I'll have to try the phone elsewhere to see whether the 3G works or not. The 3G radio is most certainly switched on. The two screenshots (my daughter's home screen above and mine below) show 2.5G and three bars for hers and 3G and no bars for mine.
What does it all mean? Heck if I know. My phone has the 2.01 firmware installed, but my daughter's iPhone doesn't. My dropped calls problem dramatically increased upon returning from the East Coast. Could it be the update, which I applied immediately on return? Maybe. Could it be the network? Also maybe.
Or maybe Apple took too seriously the idea that the iPhone is a portable computer and forgot the importance of the "phone" in the name. If there's a hardware problem or firmware glitch, Apple has got to do some explaining. MobileMe gets a C- grade from me for its launch. The iPhone 3G launch is a qualified B, because of the server activation problems. But I'd lower that to a D, if Apple shipped hundreds of thousands—or even millions—of mobiles with defective radios.
iPhone 3G, typically with no bars
Apple's mobile has potential to be the next computing platform. But if the device is defective or even perceived to be defective, Apple could find itself holding millions of useless bricks. This 3G radio problem is a ticking bomb. Apple had better defuse it—quick! Clear communication is a starting place. Issue a statement. Seek to manage perceptions. That $199 price is cheap for a portable computer that makes telephone calls, but not one that can't connect or often disconnects. Apple better act quickly, or sales may drop because of perception problems.
On Aug. 11, Nokia sent an E71 smart phone on three-week loan for testing. I had been planning on using the E71 anyway, but today I'll make the full-time switch—and I'll do some 3G telephony and data comparisons with the iPhone 3G. I had planned on posting an iPhone 3G review last week, but waited to check the 2.01 firmware upgrade. Now my review is on indefinite hold. I don't exaggerate when saying that my iPhone 3G is nearly useless, which could as easily be a network issue as something wrong with the device. For my last six calls, three of them dropped off once, one dropped off twice and I had to redial two numbers five times to connect or reconnect.
One troubling question remains: Why are there so many iPhone 3G complaints coming at once—now and not in the days after the device's launch? I'll pose a few theories.
- The glow has gone. iPhone has so many delights, shortcomings are easily overlooked. In the beginning. But over time, the irksome aspects grow in importance, or have for many people.
- Software glitch. The cries of "call failed" seemed to have grown much louder since last week's iPhone 2.01 software update. Perhaps buggy software has caused chip-set or other malfunctions. Maybe it's time for a system restore and reset.
- Network traffic. I still wonder if the carrier is to blame. Dropped or failed calls could increase after x date, when a carrier has sold x number of phones that begin taxing the network, leading to problems seemingly everywhere around the same time.
- Faulty chip set. This by far would be the worst-case scenario, where the 3G chip set is flawed or quality control is lacking in the manufacturing process.
Something I observed that could come from several possible causes: Most times when the call drops, I see that the phone has switched to 2.5G. It's possible there is a hardware or software bug that prevents the phone from properly switching networks when the 3G signal isn't strong enough.
Whatever the cause, the negative perception bomb is ticking. Apple had better turn it off fast.
[Please send your tips or rumors to watchtips at live.com]
Comments (31)
So do you know feel a little silly for waiting six hours in line for a phone that doesn't work so well as a phone? Maybe you could have waited a few months, let them work out the bugs, and then wait zero hours in line to get an iPhone that actually works.
As for me, I use a Samsung phone that has no camera and can't surf the internet. But it can make phone calls and doesn't have a problem connecting or dropping calls. I think that's important if you intend to use your phone to, you know, call people.
Posted by Otto | August 15, 2008 8:34 AM
I have an original iPhone (2.5G) running 2.01 software. The DAY the iphone 3G was released, my call quality went from decent to BAD. My phone did not change, nor my OS version. Over the next 2 weeks I was at both ends of the country & in Chicago. The exact same performance - BAD. Constant Call Failed messages & disconnects. My conclusion - it's NOT the phone, it's the network that stinks - both on 2.5G & 3G.
Posted by Mike | August 15, 2008 11:49 AM
I have had my IPhone 3G for 4 weeks. I do have the new firmware upgrade installed. So far, I am very pleased with its performance. I have not had a dropped call in the past 4 weeks. I live in South Central VA and use the phone primarily from Roanoke VA to Greensboro NC. I am using all the features of the IPhone except connection to my company's e-mail infrastructure. However, I do use it to read my personal gmail.
Posted by Bill | August 18, 2008 8:28 AM
My experience is similar to Mikes - I am in the northeast and found my original iPhone was stable but network coverage was poor, then quality deteriorated when the 3G was introduced...
Posted by a@b | August 18, 2008 8:30 AM
I have a TREO 755 which continuously "LOCKS UP". I believe the rush to get these products out to the market is being done without the proper quality and reliability testing and controls. Don't we have a right to expect these products to do what the manufacturere tells us they will do? Perhaps the Microsoft mentality is spreading into this industry. I hope not.
Posted by John | August 18, 2008 8:34 AM
Here's another phenomenon that I thought was interesting...and disturbing. I tried to use my iPhone from Fenway Park during a Red Sox game. Five-bar reception and line-of-sight from Boston's tallest skyscrapers. No problem, right?
Wrong.
I'd hoped to be able to do a little 3G "scoreboard watching" on the Yankees and Rays, but was only able to get data connectivity once...and even that took about 90 seconds after entering the query.
Send a picture of Manny's last appearance at Fenway to my son? No way. Every send attempt failed.
Same with trying to text my daughter.
Note that this was just a couple of weeks after the release of the iPhone. How many could have been in the crowd of 37,000 that day -- a few hundred? With maybe a dozen being used simultaneously? If that density brought the AT&T network to its knees, then what happens when the iPhone gets more popular?
Posted by Michael Kolowich | August 18, 2008 8:39 AM
I have an Iphone 2G...and experience the "Call Failed" many times. It is not unusual for me to attempt a call 3 times before getting through...even when there are two or more bars showing. As for A&T's claim of "more bars in more places"...I would says that's "more bull in more places"... Seems the weakest part of the iPhone...is the phone. I love the other capabilities.
Posted by GerberGroup | August 18, 2008 8:46 AM
I just want to remind everyone that the iPhone is not the only phone on the AT&T network. I have a Blackjack (with which I'm very pleased) running on the AT&T network without any problems whatsoever. There has been no change in performance since the release of either iPhone version. So, with that in mind, unless I'm totally misunderstand how networks are suppose to work, I doubt the problems are with the network.
Then again, maybe the network's just better down here in DFW.
Posted by jasonxz | August 18, 2008 9:20 AM
I just purchased an iPhone 3G last Monday and it has the latest firmware push. I have several issues with the device, including the poor connectivity mentioned in your article. The disconnects appear to me to be caused when the phone switches (or gets lost between) 2.5G and 3G. Unfortunately this happens frequently and despite the fact that we have full 3G coverage throughout my area. My old Treo 750 was on 3G all the time without disconnects and regularly reported 4 or 5 bars. Now in my house I am lucky to get 1 or 2. On 2.5G I get 4 or 5 practically everywhere with no disconnects.
Another area I am upset about is Internet speed...where is it? My Treo 750 (3G) hands down beats the iPhone by as much as 3 or 4 times faster. My wife's Motorola V3xx is likewise faster. What happened to the speed promise of 2X faster???
The last area is extremely poor battery performance. I can't even make it 6 hours with no conversations without plugging in. I think I have isolated this to Microsoft ActiveSync in Push mode. Sadly my Treo was always in this mode without killing the battery. Is this a design flaw in the ActiveSync implementation? When I turn off "push" the battery life gets better...but not to where it should be in my mind for a "closed case" device.
I am going to give it this week to see how things go...but Apple better acknowledge a problem quickly otherwise mine will be in the return pile (despite all of the cool features...it has to be a phone first). My call to Apple on this problem had them saying "this is the first we have heard of connectivity issues" - to which I said it is time to update your script.
Posted by Greg A | August 18, 2008 9:45 AM
I have the original and I had great coverage until 3G rolled out and now that 3G is out my coverage has gotten worse in the sense I get more dropped calls and failed calls.
I blame it on something in the network or the fact that the network is hitting some sort of user limitation.
Posted by George Morris | August 18, 2008 9:47 AM
I have 2 iPhone 3G. I am in Toronto. My 16GB works perfectly as a phone. No problem with 3G connection. My wife has a 8GB with data block. There was a problem on Friday with hers while mine was working.
When she made a call or receive a call, it drops in about 5 seconds with a "Call Failed" message. Finally, I turned the power off and on (kind of reboot) and the problem solved.
Posted by gman | August 18, 2008 9:48 AM
I have the original iPhone and never had any problem with dropped calls (I live in NYC and always have 5 bars) until I upgraded to OS 2.0, right after the 3G phone came out. Now I get "call failed" frequently, but only when I am calling someone nearby (as measured by physical distance, not area code). When I call my parents in middle-of-nowhere Connecticut or friends in California (North and South) I always get thru no problem
Posted by dmn | August 18, 2008 10:06 AM
Both my wife and I have the white iPhone 3g. We live in Fairfield County Connecticut. The coverage is only fair, but the dropped call rate is ridiculous. We drop more than 50% of all calls. I would love to see ATT's statistics on our calls. We all it's cool features, this phone is not useable as a phone. It will drop calls with 5 bars. It constantly switches from 3g to 2.5g. Did I mention the battery life is extremely poor. I can't get a full workday out of it, and I make no more that 30 minutes of calls a day. I have a charger at my desk, one in the car, and of course a charger at home. It seems to me that this product can't be used for the purpose it was sold for. At what point would a class action suit be appropriate?
Posted by Al | August 18, 2008 10:18 AM
The 85 Blackberry 8800's I have deployed at work, have been acting up for 6 months. AT&T's only Response was:
04/30/2008 04:11 PM
Subject
AT&T Customer Notification (Change to Your Wireless Account)
"User Name"Wireless CTN: xxxxxxxxxxThank you for choosing AT&T for your business wireless needs!This e-mail is a follow-up to our previous conversation on 4/30/2008 to ensure your needs were serviced correctly.On 4/30/2008, t. habersham processed the following changes to your account:1. Equipment/Accessory Order2. case cm20080414_2773498 is closed. The area that you are in is a moderate coverage area and you may experience dropped calls. AT&T does not guarantee availability of wireless network. If the user has replaced his device and sim card then it could be coverage issue. Performance may be impacted by transmission limitations, terrain, in-building/in-vehicle use and capacity constraints. This information is listed in the terms and conditions of your contract and you can view it at www.wireless.att.com and typing in terms and conditions in the search field. Pl! ease allow 1-2 bill cycles for this transaction to reflect on your next bill and account summary. If you have further questions about your AT&T business needs, please refer to http://www.att.com/business or by calling us at (866) ATT-SMBZ.Sincerely,t. habershamSmall Business Customer Services(866) ATT-SMBZ
Posted by jeff6r | August 18, 2008 10:24 AM
From the southeast..
First I do not like Apple, just a personal thing I guess.
I am not sure the phone problem is the IPHONE. I have a Blackberry, a Nokia, and a Samsung currently on AT&T. They are all suffering from Call Failed! and not ringing with no voice mail.
As far as fast networks go, AT&T has failed to deliver here on 3G and meet its stated dates of implementation. 2G is barely faster than dial up. They state full signal in my area and have 1-2 bars. I cannot make a call from my office or receive a call most of the time.
Altell is running a 300K upload and 500K download wireless, and has for almost a year. Further I hooked up wired ATT DSL after going to ATT wireless office and it does 350K upload and 1.2 Down. 1/2 less on upload and 4 times less on download from my cable connection, with the same MS delay on ping.
In summary, I feel AT&T is trying to do everything for everyone, and is doing little for anyone. I really think it is ATT and not Apple that is the problem.
Posted by Shack | August 18, 2008 10:34 AM
Gee, let's see if I've got this: 3G + ATT = poor performance.
Sounds like a great time for cidering some Apples to get them to open up their locked-down architecture. IF it's network issues and IF ATT cannot desolve their problems in a timely manner then I'd hope that Apple's legal staff was wise enough to clause an exit strategy.
Only then will we realize the true potential of the iPhone. Keeping them locked up on a single point of failure network is a huge blunder.
Posted by Dan | August 18, 2008 11:28 AM
I came jumped over from Sprint just for the 3G. How quickly I remembered that I was with ATT years ago and the service is still as horrible now as it was then.
I think the problem is definitely with ATT. The amount of 3g phones assaulting there towers has to be immense. As many of you know there service was/is spotty. Now with so many new accounts like mine they just cant handle it.
It's not apple in my opinion. I'm stuck with this 2 yr contract......I should of went with verizon or just stayed with sprint.
Posted by Raymond | August 18, 2008 11:34 AM
Well, maybe we do just have a better network down here in DFW. I've not had any problems with dropped calls or slow internet on my Blackjack using AT&T. But then, how do I explain all of the guys up here at work who just bought iPhones and have the same complaints chronicled on this post? Maybe it's a combination of network and phone problems?
Posted by jasonxz | August 18, 2008 11:59 AM
I purchased the iPhone as a piece of jewelry, and it's performed well. Anyone that would depend on Apple as anything other than trend-ware is a tard.
Posted by Apple white screen of death | August 18, 2008 12:35 PM
I have an iPhone 3g that I picked up the week after it was launched. I have not upgraded to the 2.0.1 software yet.
Here in DFW, have have not experienced any dropped calls, and get decent network speed, much better than when I was on T-mobile with an MDA.
I'm a moderate phone user, and a heavy data user.
Posted by Jeff | August 18, 2008 12:54 PM
Thank God For SPRINT and the SAMSUNG INSTINCT...not a single drop call since I bought it and I always receive my calls when I am supposed too. LOL!!! Good luck! seems that wait in the line wasn't worth it. Well I Got to go I have a CALL COMING IN!!! LOL!
Posted by Notan Apple Fanboy | August 18, 2008 1:57 PM
Funny how so many are quick to blame AT&T, and yet the first part of the article talks about how the problems are affecting users all over the world. Second, those complaining that their 2.5G iPhones got bad after the 3G was released also upgraded to version 2.01. Funny, that. Why would one affect the other? Software; otherwise, the problems are unrelated. And yet, it's still a network problem?
AT&T's network isn't perfect, but it isn't bad, either. Switch to Verizon, T-Mo, or Sprint if you don't like it, and see if the service improves. Maybe it will, and maybe it won't. For every person who sees an improvement, there's a person to counter-balance them. I've seen it first hand.
Posted by Scotch | August 18, 2008 2:24 PM
I have three 16GB iPhone 2.0 on a family plan.
All worked well from the time I purchased them on July 12 until last week.
I upgraded the software on all three to 2.0.1 last week and immediately began noticing problems with reception of the 3G signal. Dropped calls greatly increased from a very, very rare occurrence to a daily event. I am near Chicago�s downtown area which has a very dense ATT 3G network. However, I find that the data-only connection (for web surfing, e-mail, etc.) now is frequently unavailable (after the software upgrade.)
It seems that the 2.0.1 software is the culprit. We did not experience these problems until that change, so I doubt that it is a problem due to a growth in iPhone users. The deterioration was sudden and coincided with the software upgrade.
One clue pointing to the software is that a reset (shutting down the phone and restarting it) seems to restore connectivity.
Posted by Jim C | August 18, 2008 4:53 PM
Have a 3G Blackjack II. Not having any problems. Maybe need to look at the Apple part of the equation.
Posted by Dan | August 18, 2008 9:50 PM
Here's an e-mail problem I have been experiencing. The phone seems to hang while downloading PoP e-mail. It just says connecting, but bever downloads any mail. Nothing fixes the hang unless you reboot (turn off and back on the phone) Reboot the phone and it can download e-mail. This happens at least 6+ times a day. Very annoying. I hope that what ever they are working on fixes this too or I will be going to a Blackberry BOLD.
Posted by Still on the Fence | August 19, 2008 12:58 AM
I had similar experiences in Europe with the PoP e-mail. If this remained with iPhone 3G it certainly cannot be too independent of vendors either. While not using web features back then, I remember equally annoying problems with a Palm Treo crashing 6+ times a day whenever sending a text message. Strangely this was worst in the UK over a prepaid network (O2 to name it!) and occurred next to nothing after I started using the same device in Finland with Sonera (also prepaid)
T-Mobile certainly is inept to handle traffic or similar issues (at least text messages have not crashed the iPhone so far ;-) on the iPhone either. Take their own sites which unlike Thousands of others by now have not a single iPhone optimized page ! Traffic has been OK just in major cities like Berlin, Hamburg or Frankfurt. Whenever coming just to the outskirts, even EDGE barely worked, not to speak of real 3G.
Apple on the other hand is to blame for implementing the trash bin on the iPhone 1 software with no empty feature just to name probably the biggest flaw!! What in god's name did they build those for? Wall Street Yuppies or other managers who have a personal "email deleting assistant" or UPS their iPhone to India once a week where somebody does this while they are sleeping?!;-)
Posted by CAT | August 19, 2008 2:44 AM
I have been on AT&T network for 5 years and have been using SonyEricson phone. I have had excellent coverage and I travel 70% of the time with my job. Those people that are blaming AT&T based upon the iPhone on call quality is not quit right. This is strictly a combination of the 3g and apples problem. Those phones that do not have the 3g and are on AT&T have excellent coverage as I have experienced the last 5 years.
Posted by Mark | August 19, 2008 11:11 AM
You are all being so nice about this.. I went through all kinds of ridiculouness to recieve my iphon 3g for the 199.99 price.. and waited more then a month with a broken phone to get it.. and all I have a is a 199.99 crap phone that can't recieve calls or make them. I'm getting calls from pissed off friends wondering why it takes the 5 calls to just get a response. Its bull, and this should be taken care of within a day of the reports..
I know that when there are software upgrade issues in innocent online gaming, the companies do everything possible to make sure that the issues are corrected and their thousands of players are able to enjoy their gaming expierience..
now tell me why we all have to just wait, days upon days for atnt to get it right? This should have been solved a long time ago. I can't believe i'm wasting time even trying to solve this issue. It should be done automatically for me.
Posted by Alexander Tavani | August 24, 2008 1:44 PM
So what is the latest on this? I'm thiking of getting an iPhone.
My fiance has one and it seems to work great. The only complaints he has are that the battery life is short (5 hours) and it's difficult to text as the keyboard doesn't turn to longways like other apps on the phone do, and it's hard to hit the right keys since they are so close together. The phone itself seems to work fine, and the other apps do well too.
Also know where I could get a good deal? I'm in Sacramento California.
Posted by link woman | October 17, 2008 10:53 PM
I have a 2.5G running v2.2.1 it works acceptably, My roomates have 3G not much better in speed or conectivity but a little better. Not really worth the extra 10 a month to me for the 3G. I also have a Verizon LG and it's not better than the iPhone it also drops calls, doesnt have coverage etc. Is the problem just mobile phones? either way I'll never go back the iPhone is Too Too cool & fun.
Posted by TS | March 25, 2009 12:40 PM
I recently started having the same problems with my Dash on T-mobile. Seems that after about a year, the battery stills seems to charge okay, but its lost enough juice to cause problems. I know I read that the iPhone has to be sent back to get the battery replaced. If I owned one I'd be asking if anyone has tried getting the battery replaced and whether that has helped.
Posted by Techie Guy | March 26, 2009 4:58 PM