AT&T apologizes for massive system failure but rules out cyber attack: Live updates

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LIVE – Updated at 01:48

AT&T has said that a massive outage that left people unable to make calls – including to 911 – was not caused by a cyber attack.

The provider said thew outage was caused by “the application and execution of an incorrect process” during network expansion. “We are continuing our assessment of today’s outage to ensure we keep delivering the service that our customers deserve,” the statement read.

The outage, which began early on Thursday, led to warnings from emergency services and advice from companies to get around the issue.

AT&T has around 250 million customers, making it the US’s biggest phone network by some distance. The company said all its entire network had been restored around 3pm ET.

Follow for all the latest on the outage below.

Key Points

• AT&T says outage caused by ‘incorrect process’ not cyber attack
• AT&T says its entire network has been restored after an hours-long outage
• FCC says it’s actively investigating the outage
• Residents in the following cities reported the most outages
• AT&T refers customers to ‘network update’ page

How to use Wi-Fi calling

01:45 , Michelle Del Rey

AT&T has advised affected customers to use WiFi calling. As the name suggests, that relies on WiFi and the internet to make calls, rather than the phone network. As such, it gets around the problems with the phone network (but does of course rely on you having access to a WiFi connection).

It’s turned on by opening up the Settings app on your iPhone or Android. Press “Cellular” on an iPhone or “Connection” on an Android, and then choose the WiFi calling option, which will allow you to turn it on and choose important settings.

You can find more information on AT&T’s website here.

AT&T says outage caused by ‘incorrect process’ not cyber attack

01:30 , Mike Bedigan

In a statement updating customers later on Thursday, AT&T ruled out that the outage was caused by a cyber attack.

“Based on our initial review, we believe that today’s outage was caused by the application and execution of an incorrect process used as we were expanding our network, not a cyber attack,” the provider said.

“We are continuing our assessment of today’s outage to ensure we keep delivering the service that our customers deserve.”

Customers ask for credit in response to outage

00:45 , Michelle Del Rey

Many of AT&T’s customers are calling on the company to offer some credit in return for the outage. (The network has apologised, but not yet said anything about whether there will be any kind of compensation.)

Emergency services advised people to use other phones

Thursday 22 February 2024 23:45 , Michelle Del Rey

This was a fairly representative message from emergency services across the US. They said they were aware of the problem and advised people to try to use different phones – and not to call 911 just to check whether it works.

iPhones offer communication through satellites

Thursday 22 February 2024 21:20 , Michelle Del Rey

Recent iPhones (the 14 and 15) include a new satellite connectivity feature that lets them connect to the world through satellites rather than traditional phone connections. It’s explained here.

You should be able to use that even if you are part of the AT&T outage. But note that it’s mostly intended for emergency situations – and that it comes with its own restrictions, such as requiring sight of the sky.

AT&T says 75 per cent of network restored

Thursday 22 February 2024 20:43 , Michelle Del Rey

AT&T is saying that 75 per cent of its network has been restored.

“Our network teams took immediate action and so far three-quarters of our network has been restored,” the company said. “We are working as quickly as possible to restore service to remaining customers.”

Outages around the country as of 2pm

Thursday 22 February 2024 19:53 , Michelle Del Rey

AT&T: 4,000

T-Mobile: 574

Verizon: 920

Cricket: 651

Boost Mobile: 88

Professor says ‘cloud misconfiguration’ likely the case of AT&T outage

Thursday 22 February 2024 19:33 , Michelle Del Rey

Lee McKnight, an associate professor at Syracuse University’s School of Information Studies, told NBC News that the most likely cause of the outage is “cloud misconfiguration” or human error.

“A possible but far less likely outcome is an intentional malicious hack of ATT’s network, but the diffuse pattern of outages across the country suggests something more fundamental,” he said.

FCC says it’s actively investigating the outage

Thursday 22 February 2024 19:13 , Michelle Del Rey

“We are aware of the reported wireless outages, and our Public Safety and Homeland Security Bureau is actively investigating,” an FCC spokesperson said.

“We are in touch with AT&T and public safety authorities, including FirstNet, as well as other providers.”

Downdetector reports significant drop in complaints

Thursday 22 February 2024 18:53 , Michelle Del Rey

The website that tracks self-reported outages is reporting a significantly lower amount of disruptions across the country.

According to the latest numbers, just about 7,000 people continue to experience outages. Still, the site is not meant to offer a comprehensive look of the ongoing situation.

Virginia county urges residents to text 911 during outage

Thursday 22 February 2024 17:25 , Michelle Del Rey

Emergency officials are struggling to take in calls as the AT&T outage persists. In Virginia, officials with Prince William County, just an hour southwest from Washington DC, are asking their residents to text emergency services if they need to.

According to the Prince William Times, other officials in neighbouring counties are putting out the same notices, but are alerting residents to text 911 when possible.

Outage continues

Thursday 22 February 2024 15:49 , Andrew Griffin

Hours after it started, some AT&T customers still can’t get online. The company hasn’t said anything meaningful since it said that it had “identified” the problem – but it still doesn’t seem to be fixed.

AT&T says it has ‘located an outage’

Thursday 22 February 2024 14:50 , Andrew Griffin

In response to questions from customers, AT&T says it has “located” and “pinpointed an outage”.

“We don’t have an estimated time frame, but our team is on it,” it said on X/Twitter.

Hello and welcome…

Thursday 22 February 2024 14:46 , Andrew Griffin

… to The Independent’s live coverage of the outage at AT&T.

Marco Rubio uses outage to stoke fear about Chinese cyber attacks

Thursday 22 February 2024 16:25 , Michelle Del Rey

Florida senator Marco Rubio has used the outage to stoke fear about a Chinese cyber attack. At the moment there is nothing to indicate whether the outage was intentional.

(Experts have warned about the danger of an attack of this kind on important infrastructure. But it’s not clear whether China actually intends to launch one.)