It took a complaint registered with the Better Business Bureau, but AT&T has responded to the claims that their Motorola Atrix 4G is seeing capped data speeds on their “4G” network. The complaints have been growing louder about slower than advertised upload speeds on the Atrix 4G and HTC Inspire 4G. While AT&T says they are not capping data, they do more or less admit that these HSUPA-capable handsets have the ability shut down for the time being while they finish getting their network up to speed. The statement goes so far as to say “when we turn [HSUPA] on, you will continue to have a world class experience.”
The problem is they leave us with no indication of how soon HSUPA may be switched on, and in the mean time we do feel awfully misled by commercials and advertisements boasting the 4G speeds of these handsets when they are obviously gimped. Here is the full statement of AT&T:
“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”