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Data network is celebrated, but carrier's voice network is still drawing poor reviews

Executives at AT&T, America's second largest carrier, in mid-December committed to a 100-day plan to try to improve their network's call quality according to a report in The Wall Street Journal

AT&T is already spending quite a bit more this year -- an additional $2B USD compared to last year to be exact -- to improve its infrastructure (AT&T's total spending on infrastructure was $17B USD last year, and is budgeted to be $19B USD this year).  According to speed tests from a variety of publications -- Gizmodo, PC World, and others, AT&T already has the fastest data network of anyone in the country.

This comes largely thanks to the company making the adjustments needed to handle the iPhone's unprecedented level of data traffic.  AT&T added spectrum, wired towers with faster connections, and pointed antennas up, instead of down, to give better reception in office towers.

Now AT&T is trying to focus on its lacking voice network.  In September 2009 dropped call rates in New York City were as high as 30 percent for iPhone users.  AT&T has contacted us on numerous occasions refuting this number, but we've heard first-hand testimonial from urban iPhone users who say it's that bad or worse in their own personal experience.  Further, regardless of the exact quantity of dropped calls, many users we've talked to are frustrated with the call quality, another key metric.

A poll [PDF] by J.D. Power & Associates last month illustrates those gripes.  Verizon scored the top marks in voice network quality, while AT&T received rather poor marks.

AT&T's 100 day plan is largely a race to remedy this.  The company is trying everything it can -- laying cable at night, repositioning antennas, and even timing updates near college campuses to coincide with the low-traffic summer recess.

It faces a tough climb, though, to try to match Verizon in terms of call quality.  When it comes down to it, it needs more antennas in urban areas to support its customers.  And that means installing new cable -- ripping up city streets -- and convincing building owners to rent it space to put new antennas.  Those kinds of things take time.

And time is in short supply for AT&T.

According to reports, Apple is working on a CDMA-capable iPhone, which may be ready as soon as September.  According to analysts the phone may not come to Verizon until next year, instead initially deploying to CDMA networks in Japan or South Korea.  Most agree that it is an inevitability that Verizon will get the iPhone. 

Some warn that AT&T may be in big trouble when that happens.  States Edward Snyder, managing director of Charter Equity Research, "They haven't fixed the network and they're going to see a huge exodus to Verizon [when it gets the iPhone]."

AT&T is racing to try to narrow the call quality gap to make sure that exodus doesn't occur.

Update 1: Mar. 31, 2010 2:15 p.m. EST-

Our AT&T contact shared some details about the company's success with less destructive network upgrades (which don't require new antenna contracts or burying cable).  He comments, "If you look at what we did in Austin for SXSW (adding backhaul capacity to existing sites including lots of new fiber optic connections, adding 850MHz radios to existing sites, adding in-building "Distributed Antenna Systems" at large venues)...those are also underway in big cities and can be done at a quicker pace."

Basically, these in-building antennas can help to beef up AT&T's voice call quality in big cities.  It sounds like AT&T is taking this kind of deployment seriously when it comes to allocating the extra infrastructure spending.



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Waiting....
By chagrinnin on 3/31/2010 10:23:35 AM , Rating: 5
quote:
AT&T has contacted us on numerous occasions, scrrshhhhhh..., but we've heard, sckkrrshhhhh...,iPhone users, sckrrrshhhh,...who say, sskkkrrshhhh,...bad,..sckkrshhh,.....experience.


DT: "We're waiting for them to call us back on a Verizon network phone." :P




RE: Waiting....
By Anoxanmore on 3/31/2010 11:01:16 AM , Rating: 3
Corner's AT&T Execs
iPhone: My name is The iPhone, you killed our cell phone reception quality, prepare to die.


RE: Waiting....
By Falacer on 3/31/2010 4:03:20 PM , Rating: 1
We have a winner! Princess Bride reference = automatic win


RE: Waiting....
By Anoxanmore on 3/31/2010 4:37:43 PM , Rating: 2
Nani?

Apparently DT disagrees, sad day. : - (


RE: Waiting....
By bhieb on 3/31/2010 11:05:56 AM , Rating: 5
Too little too late. Many (including myself) will move out of spite. AT&T has shown it will not provide proper service unless forced to do so. I'd rather have a proactive company than reactive one, and historically AT&T has been a just good enough provider with no goals to truly provide better service.

Like a ... well .. wise man once said.

"There's an old saying in Tennessee — I know it's in Texas, probably in Tennessee — that says, fool me once, shame on — shame on you. Fool me — you can't get fooled again." - GW


RE: Waiting....
By chaos7 on 3/31/2010 2:21:24 PM , Rating: 4
Are the "sckkrshhh" because of quality issues with AT&T, or just Apple's marketing department making sure problems don't leak?


Well
By RjBass on 3/31/2010 11:01:44 AM , Rating: 2
Knowing AT&T they will offer the new iPhones at a nice discount to try to keep customers with them. That has been the only reason why I and my family are still with AT&T. We just picked up a refurb iPhone 3G for only $50 with the renewal of our contract. witching to Verizon or T-Mobile would be great except that when we can get such cool phones from AT&T for so little money, it kinda makes it not worth the switch. We don't live in NY, CA, or FL where AT&T's voice network sucks, so that really isn't an issue for us. I just hope that come this fall that AT&T gets some good Win Mobile 7 phones.




RE: Well
By kpxsanghun on 3/31/2010 3:15:31 PM , Rating: 2
FYI they do have i.e. the droid for $25 and droid eris for $15 or $10.
I'm positive about the droid price but the droid eris not sure. Again there are more deals those are just some examples.
Maybe you should research and look around for deals before making such conclusions. =)


RE: Well
By thekdub on 3/31/2010 4:28:38 PM , Rating: 2
Not to mention the Droid is buy one, get one free right now I think.


RE: Well
By RjBass on 3/31/2010 10:58:54 PM , Rating: 2
So I guess your talking about Verizon cuz AT&T only has one Android based phone right now and it's from Motorola and running version 1.5.

But seriously, buy 1 get 1 free and the Droid is how much? I can get two iPhones, keep my current numbers and plan, go through less hassle and only pay $100.

Now that's not to say I don't want a Droid. I would much rather have a Droid then an iPhone, but the Droid alone is not going to cause me to jump ship. I don't have connectivity issues with AT&T and I don't have voice issues. As long as AT&T keeps offering me good deals, and as long as they provide me with good service then I will continue to stay with them. But as soon as the service becomes subpar and I am not happy with the discounted phone selection, then I will let my contract expire and head over to Verizon or T-Mobile.


RE: Well
By Alexstarfire on 4/1/2010 12:18:51 AM , Rating: 2
I'm a bit confused with your posts. You say you'd like to switch to Verizon or T-mobile. He mentions that the droid is cheaper than the iPhone, not sure if he means new or used though, and that it's possibly buy one get one free. The service is arguably better on Verizon's network. I haven't had trouble with AT&T service myself, but whatever. And the service is probably going to be cheaper too. Yet you still say you're going to stick with the iPhone and AT&T. I think someone is a hypocrite.

BTW, you can pretty much always keep your number these days. Unless you just want to have a new one.


By btc909 on 3/31/2010 2:02:42 PM , Rating: 5
With the vast number of iPhone users who WILL switch to Verizon this will clear up the data load on the AT&T network. Problem solved.




Too late
By Ammohunt on 3/31/2010 1:51:29 PM , Rating: 2
The damage is done i have been an AT&T Wiireless/Cingular customer for over 10 years. The second my contract expires in October i am swtiching to another carrier. I can't talk more that 10 minutes sometimes before the call drops yesterday i had it drop 4 times in the span of 5 minutes so i gave up.




RE: Too late
By chhimp on 4/3/2010 1:33:50 AM , Rating: 2
I agree. My wife had several dropped calls during her conference call for work. It was embarrassing for her to reenter the conference after it was started. Within that one hour call she was dropped 5 times. Dropped calls with full bars . The Iphone is the only reason we still have at&t. We can't wait for apple to sell its Iphone to Verizon. They have better 3g coverage also.


It's $19B Jason, not $2B
By GeorgeOu on 3/31/2010 10:45:19 AM , Rating: 2
Jason, AT&T is spending $2B more in 2010 than they did in 2009. They spent $17B in 2009 improving their wireless infrastructure so they'll be spending up to $19B in 2010.




slow to improve
By jacktrombones on 3/31/2010 12:14:15 PM , Rating: 2
AT&T has been consistently slow in improving their service, it will be interesting to see how AT&T reacts to an iPhone for Verizon and if they will be able to recover from losing exclusivity.
-Jack
domusinc.com/blog




By jrbloch on 3/31/2010 12:24:58 PM , Rating: 2
The voice quality on my AT&T phone is horrible in some parts of the country. Cedar Rapids IA is so bad I can hardly understand the person on the other end. In Durham NC it is pretty good though. Why should I pay a premium for hit or miss call quality. I may as well go with Straight Talk. Sorry AT&T, you lose!




I'm happy with them.
By Pedrom666 on 3/31/2010 12:46:39 PM , Rating: 2
I'm in the DC area and my AT&T service works fine. In fact, at my house, they are the only one that provides a signal. Everyone elses is very hit or miss. Glad I'm not in NY!




In building antenna systems
By spwrozek on 3/31/2010 3:23:18 PM , Rating: 2
Just want to say that these are awesome and they work terrifically. One of my clients main office buildings has Verizon and AT&T in it and it is sweet having full 3G all the time when I am there.




voice is dying?
By Lazarus Dark on 3/31/2010 10:38:51 PM , Rating: 2
I use maybe 60 minutes a month, and thats combined with my wifes talk time on a family plan. I text and email all the time. Give me unlimited data and you can keep your crappy voice service.




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