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I am creating a new post based on this thread...
... because the things I discovered today with at&t are more widespread than just Jersey City and NYC.
An hour ago I received a call from a senior tech support analyst in the Tulsa center -- I have her phone number and name -- and she said in a Voice Mail message that shed been trying to get in touch with me the past few days but couldnt get through to my iPhone and that if I was still having trouble with my 3G service to let her know and that theyd put a trace on both of my iPhones to find out exactly what was going wrong. I liked that idea a lot.
She told me to make sure I had the latest version of iTunes and that the 2.0.1 software update for the iPhone solves all the 3G problems. At least now we know one intention of that iPhone update -- at least from at&ts perspective.
Her callback number goes nowhere.
The fact that she was calling me but couldnt get through suggests to me there is a problem with the at&t network.
I called the regular at&t service line and found out the Tulsa supervisor that called me had closed my case even though she failed to contact me.
The customer support person sent an email to the Tulsa supervisor explaining that I was still having 3G trouble and that my connectivity was not great even though Im in a saturated 3G area.
I also reminded my rep I have a 3G Option Wireless GT Ultra Express modem on at&t that is also having degraded service. Six weeks ago download speeds were 1.2 MB and now, over the last week, speeds have fallen from 600 kbps to 437 kpbs to, right now: 297 kbps. You cant blame the iPhone for those declining at&t 3G modem speeds.
The at&t customer service rep told me there was a widespread 3G network problem with the voice side of 3G right after the introduction of the iPhone. The problem has been slowly remedied since then and that most of the 3G network should now be fine on the voice side but that pockets of trouble like mine were still being reported.
The customer service rep emailed the Tulsa supervisor more details of our conversation and promised to stay in touch with me. I asked about IMEI trouble and was told the 3G phones dont have IMEI trouble with legacy phones because the IMEI is embedded in the phone and it wont work on our system if the IMEI isnt correct.
The rep also told me at&t may need to do a complete delete and reset on their side to reinitialize my service. That had to be done by the Tulsa people because it is such a low-level device event that needs special authorization to happen.
Never once did at&t suggest the problem was with the iPhone. In fact, the rep I spoke to made it pretty clear the 3G problem was on their end, they knew about it, and they were actively working to restore service.
I was impressed with my latest interaction with at&t and Ill let you know if Tulsa calls me back or if I get any more information in the promised follow-ups from the rep I spoke to today.
When you call at&t to complain about the robustness of your 3G connection -- have they ever blamed your trouble on the iPhone? Or have they sort of hinted the trouble is in their 3G network?
MacBook Pro Mac OS X (10.5.4)
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