AT&T 'Pleased' With MMS Roll-Out. Customers? Not So Much - InformationWeek

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Commentary
9/28/2009
01:30 PM
Eric Ogren
Eric Ogren
Commentary
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AT&T 'Pleased' With MMS Roll-Out. Customers? Not So Much

Several weeks ago AT&T posted a video explaining that it wanted to be able to offer its iPhone customers the best possible experience once MMS (multi-media messaging service) was activated for the iPhone. According to the user complaints plastered all over AT&T's Facebook page, MMS was barely functional over its first weekend of availability. Is non-working service part of "the best possible experience"?

Several weeks ago AT&T posted a video explaining that it wanted to be able to offer its iPhone customers the best possible experience once MMS (multi-media messaging service) was activated for the iPhone. According to the user complaints plastered all over AT&T's Facebook page, MMS was barely functional over its first weekend of availability. Is non-working service part of "the best possible experience"?I had no problems updating my iPhone and sending several MMS messages on Friday afternoon of September 25. After several more attempts later in the day, I began to realize that MMS messages were only being delivered to other AT&T customers, and not to customers using Sprint, T-Mobile, or Verizon Wireless phones. Same goes for receiving messages. None from other carriers are reaching my iPhone -- even though AT&T says they should.

The messages that I attempted to send over the weekend failed as often as were delivered. Some of those that got through took forever (we're talking several minutes) to upload even though I had a healthy 3G connection.

I am not alone.

Here's a sampling of the posts from AT&T's Facebook page:

"MMS has only worked once in the last 30 attempts, plus i am having trouble receiving txts from others... ever since i switched i am having one horrible experience after another."

"Hasn't worked at all for me since the 'launch.' I've reset my network settings, restored the phone, reset my setting generally -- nothing. It goes about 90% of the way, then stops for a few seconds before finally giving me a 'Message Send Failure' notification. Every time. Same thing. I'm just glad I'm not paying extra for this, because as far as I'm concerned it's been a complete failure."

"Still cannot send or receive at all to other carriers..ATT customers only get about 25% of what I send. Reset, Restored blah blah blah etc.... Any others having the other Carrier issue still?"

"MMS is NOT working on my phone, but works on another iphone in my plan. I have fully restored my phone, reset my carrier settings, reset all settings and I am STILL getting the red exclamation point! I called AT&T and they couldn't help! This is getting extremely frustrating!!!!!!"

Of course, there are plenty of positive comments, too, from happy users who are able to send and receive MMS messages with no problem.

Despite all the problems listed above, AT&T spokesperson Mark Siegel said, "We are pleased with the rollout of MMS" for the iPhone.

Really? Hundreds of unhappy customers probably disagree.

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