How AT&T Is Compensating Customers Affected by the Network Outage

AT&T announced over the weekend that it would be crediting $5 to the thousands of customers who were affected by the company’s widespread cellphone network outage last week. 

More than 70,000 customers were impacted at the peak of the outage, with waves earlier in the day reportedly affecting as many as 32,000 and 50,000 customers. AT&T said in a statement on Thursday, the day of the outage, that after an initial review the lack of service was “caused by the application and execution of an incorrect process used as we were expanding our network, not a cyber attack.”

The outage caused the Federal Communications Commission to launch an investigation, with assistance from the FBI and the Department of Homeland Security, according to White House officials.

“We apologize for Thursday’s network outage. We recognize the frustration this outage has caused and know we let many of our customers down,” AT&T said in a statement. “We understand this may have impacted their ability to connect with family, friends, and others. Small business owners may have been impacted, potentially disrupting an essential way they connect with customers.”

“We want to reassure our customers of our commitment to reliably connect them—anytime and anywhere,” the statement continued. “We’re crediting them for the average cost of a full day of service.”

The company added that it was taking steps to prevent the incident from happening again in the future, and that its priority is to “continuously improve and be sure customers stay connected.”

We recognize the frustration Thursday’s outage caused & know we let many of our customers down. To help make it right, we are applying a credit to potentially impacted accounts to help reassure our customers of our commitment to reliably connect them – anytime and anywhere. It…

— AT&T News (@ATTNEWS) February 25, 2024

Customers will see the $5 credit applied to their statements within one to two billing cycles, the company said.