Business & Economy

AT&T apologizes to thousands of customers for service interruption

New York, Feb 25 (EFE).- The executive director of American telecommunications company AT&T apologized Sunday to thousands of users affected last week with an interruption of the service caused by technical problems and offered them a credit on their bill.

John T. Stankey said the incident, which began at about 3:30 am on Thursday, Eastern Time (7:30 GMT), occurred because of a technical problem while the company tried to expand its network and among the affected cities were Atlanta, Los Angeles and New York.

“Our initial review of the cause of Thursday’s interruption indicates that it was due to the application and execution of an incorrect process used while we worked to expand our network,” said the executive director of AT&T in a letter published on the company’s page.

“No matter the moment, one thing is clear: we disappointed many of our clients, including many of you and your families. That’s why we apologize,” he said.

Due to the interruption, calls or text messages could not be made, even for emergency services in the main cities.

The service was restored seven hours later and in its peak some 70,000 service interruption reports were reported throughout the country, according to downdector.com, which tracks users’ reports on interruptions in telecommunications and the Internet.

“Moments like these are a resilience test. This is not our first interruption of the network and it will not be the last; unfortunately, it is the reality of our business,” the letter read.

“The most important thing is how we react, adapt and improve to provide the service that our customers need and expect,” the letter on their page added.

According to the company, the thousands of affected will be accredited the average cost of a full day of service, which according to local media is five dollars and ensures that they take measures to avoid another interruption.

rh/lds

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