Another reason to hate EDGE

Monday there were widespread reports that AT&T’s EDGE network crashed. AT&T claims it’s not because of the iPhone (and the estimated 500,000 new data users that suddenly showed up on the network in a 24 hour period). Perhaps it’s because of the “Fine Edge” network improvement.

AT&T snared the iPhone in hopes of improving its reputation and winning high-margin customers. So far it doesn’t appear to be holding up its end of the bargain. One estimate said only 1/3 of prospective iPhone users were already on AT&T, which means the other 2/3 must be really p-o’d.

iPhone users also had trouble activating their phones, but since AT&T and Apple aren’t being candid about their customer support nightmare, getting an accurate overall picture has been difficult. One report I heard (e.g. this WSJ story) is that AT&T had particular problems (could just be routine LNP delays) moving people from other service providers — again aggravating exactly the sort of new customers AT&T most wanted.

I would sure love to see a survey of iPhone user satisfaction with their device, Apple’s service and AT&T’s service. Also with a breakdown of their former carrier and phone maker.

Overall, this suggests that Apple is paying a price for its immaturity in the mobile phone industry. Running a mobile phone network is a complex operation where some firms are better than others. As Apple has found out, network services can’t be bought and sold the same way as plastic cases or power supplies.

Technorati Tags: AT&T, iPhone, mobile phones