AT&T’s Second Outage This Year is Ringing Alarm Bells for Some Customers

This month some AT&T customers experienced their second major outage this year, adding to the list of issues that could drive users away from the telecommunications company.

Tuesday Outage

Image Credit: Shutterstock / Mangostar

Last Tuesday one of the world’s largest telecommunications companies, AT&T, experienced widespread outages starting from 1 pm Eastern Time and continuing for several hours.

AT&T and Verizon

Image Credit: Shutterstock / Elliott Cowand Jr

Though the company did not share the number of users who were directly affected, it has been confirmed that customers in at least 24 states could not make calls between carriers, particularly between AT&T and Verizon. 

What Customer Reports Showed

Image Credit: Shutterstock / voronaman

Mass customer reports show that many people experienced dropped calls, failed internet connections, and calls that went through but could not properly transmit voices on the other end of calls. There were also reports that the outage disrupted some 911 calls.

Cities Most Affected

Image Credit: Shutterstock / ymgerman

Chicago, Dallas, Indianapolis, New York City, Philadelphia, and Pittsburgh were the most affected cities.

AT&T’s Eventual Statement

Image Credit: Shutterstock / Salivanchuk Semen

By 6 pm ET, customer reports had largely died down, and a statement was released by the telecommunications company addressing the issue.

The Issue is Resolved

Image Credit: Shutterstock/ Jelena Zelen

“The interoperability issue between carriers has been resolved,” a spokesperson said. “We collaborated with the other carrier to find a solution and appreciate our customer’s patience during this period.”

Second in Four Months

Image Credit: Shutterstock / Chay_Tee

This is the second outage from AT&T this year, which has left many customers feeling outraged and unsatisfied with the company’s services, and some industry experts are concerned.

February Outage

Image Credit: Shutterstock / FellowNeko

In February a widespread AT&T service outage affected tens of thousands of customers across the country, disabling their ability to make phones, use the internet, and reach emergency services for up to 12 hours.

Compensations and Acknowledgements

Image Credit: Shutterstock / Vitalii Vodolazskyi

At the time, the company issued a $5 credit as compensation as it was the “average cost of a full day of service,” and stated that they recognized “the frustration this outage has caused and know we let many of our customers down.”

Abnormal Outages

Image Credit: Shutterstock / Juice Flair

A Wireless Networking Laboratory director at Villanova University, named Mojtaba Vaezi, has described these two major outages as abnormal for a company of AT&T’s size, even if one-off outages are to be expected.

Longer Than 10 to 15 Minutes is “Alarming”

Image Credit: Shutterstock / Standret

He explained that the length of the outages was also a cause for concern. “If it’s something that’s happening with a software update dysfunctioning with some systems, usually they have back-ups and people working around the clock,” he said. “When it takes longer than 10 to 15 minutes, it is alarming.”

Waiting Hours for Company Response

Image Credit: Shutterstock / Prostock-studio

The lack of efficient and early communication from the company during last week’s outage was also a concern for customers, as it took representatives hours to reach out.

Silence is Never the Answer

Image Credit: Shutterstock / Sergey Nivens

“Silence is almost never the right answer when users are involved,” University of Southern California communications professor Karen North. “People need to know what’s happening and when it’s going to be fixed.”

Lack of Communication and Compensation

Image Credit: Shutterstock / View Apart

The short period between two significant outages a broad lack of communication and minimal compensation from the company could lead to a decrease in brand trust and loyalty from AT&T customers, she added.

Why Should They Be Trusted?

Image Credit: Shutterstock / Salivanchuk Semen

“They need to put out a very clear message about why they should be trusted in the future to resolve this,” she continued.

It Isn’t Just a Phone

Image Credit: Shutterstock / Ground Picture

“They probably need to show empathy for the fact that this isn’t just a phone. This is, professionally and personally, a lifeline for people to their families, their friends, and their businesses,” North concluded.

March Data Breach

Image Credit: Shutterstock / Rawpixel.com

Customers are also still reeling from a massive data leak that occurred in late March, which saw the personal information of 73 million current and former AT&T users leaked on the dark web.

Data Security Concerns

Image Credit: Shutterstock / fizkes

This information included Social Security numbers but no specific financial information. Still, it left many customers concerned about the security of their personal data under the company.

Possible Cyber Attack?

Image Credit: Shutterstock / Michael H Jones

Experts have also speculated that Tuesday’s outage could have been the result of a second cyber attack, this time on the country’s broader cellphone network infrastructure.

AT&T Refute the Claims

Image Credit: Shutterstock / Salivanchuk Semen

However, an AT&T spokesperson responded to these claims the next day, stating that “yesterday’s issue was not the result of a cyber-attack,” and was actually “related to interoperability between carriers, which has since been resolved.”

Remote No More: 19 Companies Returning to the Office

Image Credit: Shutterstock / Monkey Business Images

As the pandemic wanes, companies are recalling remote workers back to the office, sparking debates on fairness, costs, and convenience. However, there are also notable productivity, coworking, and mental health benefits to consider. Feeling the effects of these changes? Remote No More: 19 Companies Returning to the Office

8 Costco Must Buys and 8 to Leave Behind

Image Credit: Pexels / Gustavo Fring

Ever wandered Costco’s aisles, questioning if that giant jar of pickles is a real bargain? Or debated buying tires where you get your rotisserie chicken? Welcome to the definitive guide to Costco shopping—a journey to save money, prevent regrets, and offer quirky insights into bulk buying. 8 Costco Must Buys and 8 to Leave Behind

23 Reasons Texas Is the Next Big Thing

Image Credit: Shutterstock / Sean Pavone

Texas is becoming a beacon of opportunity, blending cultural heritage with economic growth. From its landscapes to its industries, the Lone Star State offers a dynamic lifestyle. Here are 23 reasons why Texas stands out, attracting entrepreneurs, artists, tech professionals, and families seeking new beginnings. 23 Reasons Texas Is the Next Big Thing

15 Top Sites to Sell Your Unwanted Goods Besides Craigslist

Image Credit: Shutterstock / GaudiLab

Selling your unwanted items can declutter your space and boost your income. While Craigslist is popular, there are many alternatives with unique features and wider audiences. Explore these 15 Craigslist alternatives for selling everything from furniture to electronics, finding the perfect platform to turn clutter into cash. 15 Top Sites to Sell Your Unwanted Goods Besides Craigslist

Work from Anywhere: 19 Companies Still Supporting Remote Work

Image Credit: Shutterstock / insta_photos

Tired of commuting and craving work flexibility? You’re not alone. Many companies now offer remote work, benefiting both employees and employers. Ever wondered how this shift could enhance your work-life balance? Work from Anywhere: 19 Companies Still Supporting Remote Work

The postAT&T’s Second Outage This Year is Ringing Alarm Bells for Some Customers first appeared on Career Step Up.

Featured Image Credit: Shutterstock / 2p2play.

The content of this article is for informational purposes only and does not constitute or replace professional financial advice.

+ posts

Leave a Comment