The cellular outage that crippled service for AT&T customers all over the U.S. on Thursday was likely the result of a software update gone wrong, the company said.
After speculation that the massive outage could have been caused by a cyberattack or even a sun flare, AT&T released a statement explaining that it believes the outage was caused by “the application and execution of an incorrect process used as we were expanding our network, not a cyber attack.”
“We are continuing our assessment of today’s outage to ensure we keep delivering the service that our customers deserve,” AT&T added.
Sources familiar with the situation told ABC News that initial findings from the company pointed to a software update glitch and the company was not concerned about any malicious external activity causing the disruption. National Security Advisor John Kirby said on Thursday that the FBI and Department of Homeland Security had been investigating the cause of the outage, concerned about a possible cyberattack.
AT&T’s service issues on Thursday morning prevented at least 70,000 customers from using the basic functions on their phones, with some customers also unable to call 911. The outages mainly impacted people in Houston, Atlanta, San Antonio, Miami, Dallas, Indianapolis, and Louisville, leaving them unable to call, text, or use the internet on their cell phones, according to tracking site Downdetector.
There were also reports of outages from Verizon and T-Mobile customers, but those companies said the reports of service problems came from customers attempting to communicate with people on other networks.
Some concerned and frustrated AT&T customers went to their local stores to find out what was happening. One video posted to X showed an AT&T employee telling angry customers that the company was experiencing an outage and there was nothing he could do.
One AT&T customer, who waited outside a store in South Florida, said he couldn’t do his job since his phone service wasn’t working.
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“I’m an electrician. Every morning I receive a call to let me know where I’m heading for to work and right now I don’t even know where I’m going,” said Dave Cash, according to WPTV.
AT&T said on Thursday afternoon that its network had been restored to normal.
“We have restored wireless service to all our affected customers. We sincerely apologize to them. Keeping our customers connected remains our top priority, and we are taking steps to ensure our customers do not experience this again in the future,” the company said.
Leif Le Mahieu contributed to this report.