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AT&T Blames Technical Fault for Slow Uploads Affecting Under “Two Percent” of Customers

Phillip Dampier July 7, 2010 AT&T, Broadband Speed, Consumer News, Wireless Broadband 1 Comment

We have received a copy of AT&T’s statement in response to yesterday’s report about slowed upload speeds impacting customers in several cities around the United States:

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.

That two percent figure seems low considering the sheer number of reports received, but it’s not unprecedented.  Equipment and software glitches can create major slowdowns and outages.  While the problem is being fixed, affected customers are falling back to older and slower upload protocols.  AT&T didn’t apologize for the slowed upload speed, nor provide an estimate for when repairs would be complete.  As of the time of writing (3pm ET), problems are still being noted by some customers.

Customers annoyed by the glitch might be able to obtain some credit for the reduced level of service by contacting AT&T customer service and asking for it.

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Other stories of interest:

  1. AT&T Caps and Now Throttles Many of Its Wireless Broadband Customers to 100kbps Uploads
  2. Mercury News Columnist Calls Out Broadband for Slow Upload Speed, Blames Cable/Telco Duopoly
  3. Philly Gets Ready to Rumble: Comcast, RCN, and Verizon Prepare for Broadband Battle
  4. Road Runner Upload Speed Increased for Standard Customers in Rochester, No Change for Turbo
  5. Sorting Out the Apple iPad 3G Controversy: Is AT&T Throttling iPad 3G Owners?

Currently there is 1 comment on this Article:

  1. Some guy says:

    Ok, might be a bug. But, a bug found during the beta test of a real throttling program. Think about that…. they’re testing the system. Wake up people. Leave AT&T.

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  • Scott: You're partly correct about a new access point or router helping them. The problem with consumer or lower quality wireless access points is they do...
  • txpatriot: I was just yanking your chain (and being an @$$)....
  • Phillip Dampier: I take your point, but honestly have not considered Panera Bread's Wi-Fi problems as part of the fight against broadband caps....
  • txpatriot: "You should not read into every story written here as an effort to prove some point." Of course not -- that's why the website is titled "Stop the C...
  • James R Curry: Hey Phillip, It's a thorny subject. There are a lot of coffee shops that set themselves up as places for people to come and meet and work and stud...
  • Phillip Dampier: I don't have any position to take regarding Panera. It's a free Wi-Fi service. If I go into Panera Bread, I am honestly there to buy their food, not t...
  • Alex Perrier: Another option is speed caps. i've experienced speeds of anywhere from 1 Mbit/s to 6 Mbit/s at Bell Wi-Fi hotspots. i think this is reasonable. Tho...
  • George Douglas: Cisco had nothing to do with this. Verizon Network Integration is the vendor. Gianato was told five days prior to the contract being signed that these...
  • Smith6612: True. All of the above works fine. Even then though, I don't think they need to spend money replacing their current gear with something from Meraki fo...
  • Tk: Perhaps Phillip is blaming the wireless phone company caps for this situation at Panera. "The problem has gotten even worse since wireless phone co...
  • txpatriot: Interesting situation. The commenters providing suggested solutions are even more interesting, but what I find MOST interesting is that, provided...
  • AP: No surprise here. Traditional TV has NOTHING on except for stupid reality shows and unfunny sitcoms. I do most of my TV watching online but for sports...

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