2024-02-25 19:21:38
(Automated translation by Reuters, please see disclaimer
(Text is reworked with customer credit, letter from general manager and context added)
AT&T TN will credit customers with a full day of service for the more than 10-hour outage that affected more than 70,000 users Thursday, saying it was the ‘right thing to do’
“I believe this approach is entirely manageable while still achieving the 2024 business goals we have set and our stated financial direction,” Chief Executive John Stankey told employees in a letter.
Service was restored late Thursday on AT&T’s 5G network, which covers regarding 290 million people across the United States.
An initial review found that the outage was caused by the application and execution of an incorrect process used during network expansion, the company said, ruling out a cyberattack.
“Outages sometimes have significant consequences for some subscribers, which may be greater than the face value of the credit,” Mr Stankey said. “For this reason, I believe crediting these customers for a full day of service is the right thing to do
The credit will be applied automatically, while prepaid customers will have options if they have been affected, he added.
An AT&T spokesperson on Sunday would not say how many customers would benefit from the bill credit or how much it would cost the company.
AT&T said it would work with Mid-Market and Enterprise customers to address their concerns.
The Federal Communications Commission said Thursday it was investigating the incident. The US Cybersecurity and Infrastructure Security Agency is working with AT&T to understand the cause.
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