AT&T Offers One Day Credit to Customers Following Extensive Outage
Telecommunications giant AT&T has announced that it will credit its customers for a full day of service in response to a widespread outage that left over 70,000 users without access to its services for more than 10 hours on a recent Thursday. Describing the move as the “right thing to do,” AT&T aims to mitigate the inconvenience experienced by its extensive customer base.
In a letter addressed to employees, AT&T’s CEO, John Stankey, outlined that the compensation plan was compatible with the company’s goals and financial plans for 2024. “I believe this approach is fully manageable while achieving the 2024 business objectives we have set for ourselves and our stated financial guidance,” Stankey expressed, highlighting the company’s commitment to rectifying the fallout from the service disruption.
Service across AT&T’s 5G network, which spans approximately 290 million people in the United States, was restored late on the day of the outage. Preliminary investigations by the company pointed to erroneous procedures applied during efforts to expand the network as the cause of the disruption. Importantly, initial findings have ruled out the possibility of a cyberattack being responsible for the outage.
Understanding the significant impact such outages can have on customers, AT&T’s decision to offer a day’s credit reflects an acknowledgment of the inconvenience suffered. “Outages sometimes have outsized impacts on some subscribers that may be greater than the face value of the credit,” commented Stankey. “For that reason, I believe that crediting those customers for essentially a full day of service is the right thing to do.”
The credits will be applied automatically to the accounts of impacted customers, ensuring that those affected do not need to take any action to receive compensation. For prepaid customers, AT&T has stated that options will be available, although specific details were not disclosed.
When approached for comment, an AT&T spokesperson did not specify the exact number of customers eligible for the credit or the estimated cost of this compensation to the company. However, the spokesperson mentioned that AT&T would collaborate with Mid-Market and Enterprise customers individually to address their concerns resulting from the outage.
The incident caught the attention of the Federal Communications Commission (FCC), which confirmed on the day of the outage that it was initiating an investigation into the matter. Additionally, the U.S. Cybersecurity and Infrastructure Security Agency is working closely with AT&T to fully understand the cause of the disruption, ensuring measures can be implemented to prevent future outages.
As the telecommunications giant works to amend the inconvenience caused to its customers, the incident serves as a reminder of the critical importance of robust and reliable communication networks in the modern world. With investigations ongoing and AT&T’s steps to compensate its users, customers and industry observers alike await further insights into the outage and measures to prevent its reoccurrence in the future.
