Technology journalist Kurt Knutson reacts to multiple government agencies investigating AT&T’s phone outages on Craman Countdown.
AT&T CEO John Stankey The company shared a letter it sent to employees on Sunday after its cell phone network suffered an outage on Thursday, affecting tens of thousands of Americans.
AT&T’s network went out for several hours on Thursday, causing internet Mobile phone network outage.
“Thursday was a challenging day for our company,” Stankey wrote. “Our purpose is to connect people to greater potential, but we fall short of what we do well every day.”
“Our initial investigation into the cause of Thursday’s outage indicates that it was due to the incorrect application and execution of processes used during network expansion efforts. “We are investing billions of dollars to deliver an even better customer experience, which is both a matter of pride and a challenge that requires constant attention and focus,” he explained.
AT&T grants bill credits to customers affected by cell phone network outages
AT&T CEO John Stankey said the outage was a difficult situation for the company and thanked employees for their efforts to restore service. (Photographer: Scotty Perry/Bloomberg via Getty Images/Getty Images)
Stankey wrote that the outage began early Thursday morning, and that about three-quarters of AT&T customers were back to work and had access to the network around 5 a.m. in Connecticut.
He explained that the company has prioritized restoring FirstNet services to ensure first responders can get back on track. network access Back online, remaining customers were reconnected late in the morning, and the network normalized around noon.
“Regardless of the timing, one thing is clear: We have disappointed many customers, including many of you and your families. For that, we apologize,” AT&T’s CEO wrote. Ta.
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AT&T said an initial investigation determined the outage was caused by an error during network expansion efforts. (Eric Thayer/Getty Images/Getty Images)
“We are automatically applying account credits to some of our consumer and small business customers most affected by this outage to compensate them for the inconvenience they experienced,” Stankey said. added. “Prepaid customers have options available to them if they are affected. We are also working closely with our mid-market and large enterprise customers to address their concerns as discussions take place. I’ll go.”
“Outages can sometimes have a severe impact on some subscribers beyond the face value of the credit, so it’s only right to give these customers a credit for essentially a full day of service,” he said. I believe that,” he explained.
Mr. Stankey expressed his gratitude to the AT&T team and frontline employees who took action and worked together to restore service to customers.
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Some iPhone users reported that their phones were stuck in SOS mode during the AT&T outage. (Photo illustration by Jeremy Hogan/SOPA Images/LightRocket via Getty Images / Getty Images)
AT&T’s initial investigation indicated that the outage was caused by “an incorrect process used during network expansion efforts.” Stankey wrote that AT&T is investing billions of dollars. Expand your network The process is “a source of pride, but also a challenge that requires constant attention and focus.”
“Moments like this are a test of resiliency. This is not the first network outage, and it will not be the last. Unfortunately, this is the reality of our business. Most importantly, in order to provide our services, we It’s how we react, adapt and improve.’ It’s the service that our customers need and expect,” Stankey explained.
“Every AT&T customer deserves a connected experience they can be confident in, and that’s exactly what we strive to deliver.As we strengthen and expand our network, we know we will run into challenges unexpectedly.” There’s a reason we have processes and redundancies in place. We owe it to our customers and ourselves to do better, and each of you is committed to that goal. I know I’m working towards it.”
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“These challenges provide an opportunity to identify important learnings that will make us better, and we are already implementing changes to prevent what happened on Thursday,” Stankey said. wrote.
He added that he is optimistic about AT&T’s future given the company’s plans for growth, resiliency and customer experience, saying, “We have North America’s largest wireless network and the nation’s largest and fastest growing “We have a fiber network. There is no company better suited to meet the demand.” It has broader connectivity than AT&T. ”
