AT&T Faces Nationwide Outrage: CEO Addresses 12-Hour Network Outage

On February 22, AT&T experienced a widespread network outage that left thousands of customers frustrated and without service for approximately 12 hours. The disruption not only impacted AT&T users but also affected customers of rival carriers like Consumer Cellular, T-Mobile, UScellular, and Verizon, as well as briefly disrupting 911 services in some communities. AT&T CEO John Stankey addressed the issue in a letter to employees, explaining that the outage was caused by an incorrect process during network expansion and not due to a cyber attack. In an effort to compensate affected customers, AT&T announced that they would provide a $5 credit to individual customers and some small businesses impacted by the outage. The $5 credit, equivalent to a full day of service, aims to acknowledge the inconvenience caused by the network disruption. Aimee Picchi from CBS MoneyWatch covered the news and provided additional context on the outage credit details, shedding light on the compensation efforts by AT&T. The $5 credit will be automatically applied to eligible customers' accounts within two billing cycles, offering some relief to those affected by the service interruption. However, not all AT&T customers are eligible for the $5 credit. AT&T Business, Prepaid, and Cricket customers have been excluded from the reimbursement program. AT&T stated that they are working on alternative options to address concerns for these customer groups, recognizing the importance of providing support during network outages. The outage caught the attention of New York prosecutors, who have initiated an investigation into the wireless network disruption. New York Attorney General Letitia James expressed concerns over nationwide outages, emphasizing the potential dangers they pose and the importance of safeguarding consumer interests during such incidents. The investigation aims to uncover the root cause of the outage and ensure that measures are in place to prevent similar disruptions in the future. Despite the challenges faced during the outage, AT&T has apologized for the inconvenience caused to customers and reiterated their commitment to improving network reliability and customer experience. While the $5 credit serves as a gesture of goodwill towards affected customers, AT&T continues to work on solutions to address the concerns of all customer segments impacted by the network disruption.