Apple Letter Regarding Signal Strength on iPhone 4 Published

Apple [AAPL] has put out a formal letter regarding the signal problems on the iPhone 4 although it tackles the issue from a slightly different angle from what you might expect and Apple won’t actually fix anything with the signal other than how signal strength is reported.

What the problem seems to be (according to Apple) is the signal meter that sits at the top left of the screen. Apple admitted that they have used the wrong formula to calculate signal strength that reports the signal being a lot higher than it actually is. The meter actually reports a lot more signal than it should and when there is a slight drop in signal, it can look a lot more dramatic than it actually is. This reporting method and formula was used on all generations of the iPhone and a fix is being sent out in a few weeks to report the signal correctly.

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.

The full text is below which explains that the only fix being made is to more accurately report the signal strength you actually have.

What are your experiences with the iPhone 4? I recently reviewed an LG mobile phone and my home is bad for signals on any network. The LG phone also lost signal when gripping it, just like the iPhone 4. My 3GS also lost signal around my home when gripping it unless standing in a specific area. However, when I am in a good signal area I do not lose signal no matter how I grip the iPhone 4. Should the blame be passed on to the networks? From what Apple say, they are simply admitting there was a fault where the phone showed more bars than it should and when the signal was blocked by holding the phone, it looked more dramatic than it actually was.

I am sure some users wont like the response from Apple though. They do end the letter saying that all phones can be returned within 30 days though. This doesn’t help those buying from the likes of Radio Shack who I believe have a restocking fee though.

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.

Apple

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