Apple blames iPhone 4 reception problems on software, fix ready soon

Apple iPhone 4 - dropped calls, signal issues, yellow cast on screens

Apple has finally admitted that there is a problem with reception levels on the new iPhone 4, insisting that they have discovered the cause of the dramatic drop in bars, and it is “both simple and surprising.”

Too many bars

The company say that it’s all down to the way that the handset calculates signal strength, and the new iPhone has been mistakenly displaying two more bars than it should for a given signal strength.

So, when the phone has been displaying 4 bars, Apple say that it really should only be showing two bars and so on, with the big drops in signal display occurring, “because their high bars were never real in the first place.”

Apple iPhone 4 in white gets delayed

We’re not going to suggest that this statement has been driven by the impending class action lawsuits currently stacking up in US courtrooms, but it doesn’t seem to fully explain why calls are dropping and data transmission degraded when the iPhone 4 is held in a certain way – as a commentator on Engadget notes:

Their own explanation doesn’t make any sense. If the software is making the phone display more bars than it really should, then how does holding the phone in a different way change the software? If bridging the antenna’s causes the bars disappear then going by the their own explanation, the phone’s reception must be really bad.

Notably, Apple aren’t acknowledging that there’s anything wrong with the antenna design itself which seems to fly in the face of some expert opinion.

Here’s their press statement:

Letter from Apple Regarding iPhone 4

Dear iPhone 4 Users,

The iPhone 4 has been the most successful product launch in Apple’s history. It has been judged by reviewers around the world to be the best smartphone ever, and users have told us that they love it. So we were surprised when we read reports of reception problems, and we immediately began investigating them. Here is what we have learned.

To start with, gripping almost any mobile phone in certain ways will reduce its reception by 1 or more bars. This is true of iPhone 4, iPhone 3GS, as well as many Droid, Nokia and RIM phones. But some users have reported that iPhone 4 can drop 4 or 5 bars when tightly held in a way which covers the black strip in the lower left corner of the metal band. This is a far bigger drop than normal, and as a result some have accused the iPhone 4 of having a faulty antenna design.

At the same time, we continue to read articles and receive hundreds of emails from users saying that iPhone 4 reception is better than the iPhone 3GS. They are delighted. This matches our own experience and testing. What can explain all of this?

We have discovered the cause of this dramatic drop in bars, and it is both simple and surprising.

Upon investigation, we were stunned to find that the formula we use to calculate how many bars of signal strength to display is totally wrong. Our formula, in many instances, mistakenly displays 2 more bars than it should for a given signal strength. For example, we sometimes display 4 bars when we should be displaying as few as 2 bars. Users observing a drop of several bars when they grip their iPhone in a certain way are most likely in an area with very weak signal strength, but they don’t know it because we are erroneously displaying 4 or 5 bars. Their big drop in bars is because their high bars were never real in the first place.

To fix this, we are adopting AT&T’s recently recommended formula for calculating how many bars to display for a given signal strength. The real signal strength remains the same, but the iPhone’s bars will report it far more accurately, providing users a much better indication of the reception they will get in a given area. We are also making bars 1, 2 and 3 a bit taller so they will be easier to see.

We will issue a free software update within a few weeks that incorporates the corrected formula. Since this mistake has been present since the original iPhone, this software update will also be available for the iPhone 3GS and iPhone 3G.

We have gone back to our labs and retested everything, and the results are the same- the iPhone 4’s wireless performance is the best we have ever shipped. For the vast majority of users who have not been troubled by this issue, this software update will only make your bars more accurate. For those who have had concerns, we apologize for any anxiety we may have caused.

As a reminder, if you are not fully satisfied, you can return your undamaged iPhone to any Apple Retail Store or the online Apple Store within 30 days of purchase for a full refund.

We hope you love the iPhone 4 as much as we do.

Thank you for your patience and support.

About mike s


View all posts by mike s

Leave a Reply

This site uses Akismet to reduce spam. Learn how your comment data is processed.