Making it right

Keeping you connected matters.

We apologize for Thursday’s network outage. We recognize the frustration this outage has caused and know we let many of our customers down. 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.

To help make it right, we’re reaching out to potentially impacted customers and we’re proactively applying a credit* to their accounts. We want to reassure our customers of our commitment to reliably connect them – anytime and anywhere. We're crediting them for the average cost of a full day of service.

We’re also taking steps to prevent this from happening again in the future. Our priority is to continuously improve and be sure our customers stay connected.

 

Your questions, answered

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Our initial review of the cause of Thursday’s outage indicates it was due to the application and execution of an incorrect process used while working to expand our network, not a cyber attack. We are investing billions to grow our network and deliver an exceptional customer experience. This is both a point of pride and a challenge that always requires care and focus.
For the portion of consumer and small business customers most impacted by the outage, we are automatically applying an account credit to compensate them for the inconvenience they experienced. We are also working closely with our Business customers and will address their concerns as those discussions take place.
We issue bills every day, so customers will see the credit in 1-2 bill cycles depending on when their bill closes. Most credits will be posted in the next billing cycle.
We have not seen any evidence and have no reason to believe the Feb. 22 outage involved a third-party or that customer data was compromised during the event.

No action is required by customers. Credits will be applied automatically. Please be aware of phishing scams. AT&T will not ask you to click a link to redeem the credit. If you receive a message asking you to click a link to redeem the credit, please report SPAM and forward to 7726.