AT&T Will Credit Customers With a Full Day Of Service For Thursday’s Outage

(CTN News) – AT&T says it was the “right thing to do” for the company to credit customers with a full day of service for the more than 10-hour outage on Thursday that impacted more than 70,000 customers.

In a letter to employees, CEO Stankey stated that he believes this approach will allow us to achieve our business objectives set for ourselves in 2024, as well as our stated financial guidance, for the year.

The service was restored on AT&T’s 5G network, which covers approximately 290 million people across the United States, late on Thursday night following a disruption of service earlier in the day.

A preliminary investigation by the company found that the outage was caused by an incorrect process that was applied and executed while the team was expanding the network. This ruled out any possibility of a cyber attack causing the outage.

The impact that outages can have on some subscribers can be much greater than the face value of the credit because outages sometimes have outsized impacts,” Stankey said. It is for this reason that I believe it is appropriate to credit those customers for essentially a full day of service.

The credit will be applied automatically, and prepaid customers will have the option of canceling their service if they have been affected, he explained.

AT&T declined to provide a number on how many customers would be eligible for the credit or how much it would cost the company in terms of the billing credit on Sunday.

It has been announced by AT&T that it will work with both Mid-Market customers and Enterprise customers in order to address their concerns.

There has been an investigation underway by the Federal Communications Commission into the incident, as announced on Thursday. AT&T is working with the U.S. Cybersecurity and Infrastructure Security Agency to establish the cause of this incident.

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