AT&T Responds to Motorola Atrix 4G Speed Capping Claims, Says HSUPA Support is in the Works


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”

[via BGR]

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  1. It is nice how they specifically quoted capped. Which I assume is due to the wording of the complaint with the BBB.

    Maybe at&t is calling it limited upload speed. Or possibly they are calling it the maximum bandwidth for upload is only 300kbps.


    Please feel free to contact me directly at 952-703-4316 if you have any additional questions or concerns in this matter.

    Hey he asked nicely. We wouldn’t want to be rude

  3. This is the only reason I am willing to live through the ridiculousness of the Thunderbolt launch. I am so tired of AT&T excuses and can’t wait to get back on the VZW network.

  4. This doesn’t have anything to do with upload speeds being “capped”, its more like “handicapped” since HSUPA is disabled on the phones. But this should not a problem for any capable person and a custom ROM, unless you have an Atrix.

  5. What a load..

    To add in the bs about time of day and location… Really??? Every one in the country is capped at 300kbps on upload? And it’s just a huge coincidence? Not likely.
    They better fix this asap. Or I’ll be returning my Atrix and never giving AT&T another dime.

  6. The only way customers can continue to have a world class experience is to have had one in the first place, and paying for features not available doesn’t exactly scream world class as well as AT&T bragging about how fast their 4G is. If the network wasn’t ready, the phones shouldn’t have launched yet, plain and simple. Verizon knows this and thats why the Thunderbolt keeps getting pushed back but at least when it comes out it will work as advertised.

  7. surprised att still have customers? I like it when it was cingular.

  8. I agree, Cingular was much better both in the customer service department and reliability of their network.

  9. Should have gotten Sprint. Everyone else sucks at 4G.

  10. Agreed, a while back I had a Samsung Blackjack on Cingular it was fantastic (save battery life) even at 1 bar reception call clarity was good and I don’t remember ever dropping a call… then one day I got a statement from “AT&T” and with-in a week I could drop a call in any conditions… it was terrible.

  11. AT&T removes HSUPA from all its phones other than the iPhone. This is not unique to the Atrix.

    The Captivate magically has working HSUPA if you install a custom ROM on it based on the I9000.

  12. It is not capped? So how they explain when you root your phone and change some settings your upload speed goes up 5 times faster. Lies and more Lies.

  13. Lies… at&t, you’re going to hell

  14. Personally, I think they should be providing pro-rated refunds on the data plan charges! Agreed on the dropped calls. 5 years with Verizon..approximately 2-3 dropped calls in those 5 years….First MONTH of AT&T service = 12 dropped calls and adding up ever since. Quite sad. Especially since I live in the DFW metroplex.

  15. Art the nations slowest 4g network

  16. Does this mean that download and upload speeds are capped or just that they haven’t got the upload speeds correct yet?

  17. @ c. yes. That’s why a stock atrix is slow. it should be the fastest phone on att once att is done! “should” lol.

  18. Funny, my use of the word “continue” is different then the att corp.

  19. ATT=road apples.

    The BS King Obummer appointed Ed Whiteacre/former ATT CEO as CEO of the stolen Generic Motors. More BS piled on by corrupt corporate cronies.

    Die ATT, die!

  20. in my area they have 3 3g towers and ever sing they upgraded them to 3g the service is unusable the edge network is 100 time better but most people dont have a way to turn 3g off

  21. Sprint’s not an option for me SIGNIT, they don’t have service here, beyond roaming on U.S. Cellular and Verizon that is. I might consider them if they had service here, but my options are AT&T, Verizon, USCC and T-Mobile, and of those T-Mobile is the only one that is still 2G here.

  22. Just another example of Apple favoritism by the AT&T. Apple probably told AT&T to handicapp Android phones that are better than the iphone. To hell with AT&T and Apple I’m going to Sprint since they don’t lick Jobs decrepid nuts

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