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"I believe this approach is fully manageable while achieving the
2024 business objectives we have set for ourselves and our
stated financial guidance," CEO John Stankey told employees in a
letter.
Service was restored late on Thursday on AT&T's 5G network which
covers around 290 million people across the United States.
An initial review found the outage was caused by the application
and execution of an incorrect process used while working to
expand the network, the company said, ruling out a cyberattack.
"Outages sometimes have outsized impacts on some subscribers
that may be greater than the face value of the credit," Stankey
said. "For that reason, I believe that crediting those customers
for essentially a full day of service is the right thing to do."
The credit will be applied automatically, while prepaid
customers will have options available if they were affected, he
added.
An AT&T spokesperson on Sunday declined to say how many
customers would get the billing credit or how much it would cost
the company.
AT&T said it will work with Mid-Market and Enterprise customers
to address their concerns.
The Federal Communications Commission said on Thursday it was
investigating the incident. The U.S. Cybersecurity and
Infrastructure Security Agency is working with AT&T to
understand the cause.
(Reporting by Urvi Dugar in Bengaluru and David Shepardson;
Editing by Bill Berkrot and Richard Chang)
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