“All voice and 5G data services for AT&T wireless customers were unavailable, affecting more than 125 million devices, blocking more than 92 million voice calls, and preventing more than 25,000 calls to 911 call centers,” the Federal Communications Commission said in a report after a months-long investigation into the incident.
The FCC report said the nationwide outage began three minutes after “AT&T Mobility implemented a network change with an equipment configuration error.” This error caused the AT&T network “to enter ‘protect mode’ to prevent impact to other services, disconnecting all devices from the network.”
The FCC found various problems in AT&T’s processes that increased the likelihood of an outage and made recovery more difficult than it should have been. The agency described “a lack of adherence to AT&T Mobility’s internal procedures, a lack of peer review, a failure to adequately test after installation, inadequate laboratory testing, insufficient safeguards and controls to ensure approval of changes affecting the core network, a lack of controls to mitigate the effects of the outage once it began, and a variety of system issues that prolonged the outage once the configuration error had been remedied.”
AT&T said it implemented changes to prevent the same problem from happening again. The company could face punishment, but it’s less likely to happen under Trump’s pick to chair the FCC, Brendan Carr, who is taking over soon. The Biden-era FCC compelled Verizon Wireless to pay a $1,050,000 fine and implement a compliance plan because of a December 2022 outage in six states that lasted one hour and 44 minutes.
An AT&T executive told Reuters that the company has been trying to regain customers’ trust over the past few years with better offers and product improvements. “Four years ago, we were losing share in the industry for a significant period of time… we knew we had lost our customers’ trust,” Reuters quoted AT&T Executive VP Jenifer Robertson as saying in an article today.
