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A government investigation has revealed more detail on the impact and causes of a recent AT&T outage that happened immediately after a botched network update. The nationwide outage on February 22, 2024, blocked over 92 million phone calls, including over 25,000 attempts to reach 911.

As described in more detail later in this article, the FCC criticized AT&T for not following best practices, which dictate “that network changes must be thoroughly tested, reviewed, and approved” before implementation. It took over 12 hours for AT&T to fully restore service.

“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 yesterday. The outage affected all 50 states as well as Washington, DC, Puerto Rico, and the US Virgin Islands.

The outage also cut off service to public safety users on the First Responder Network Authority (FirstNet), the FCC report said. “Voice and 5G data services were also unavailable to users from mobile virtual network operators (MVNOs) and other wireless customers who were roaming on AT&T Mobility’s network,” the FCC said.

An incorrect process

AT&T previously acknowledged that the mobile outage was caused by a botched update related to a network expansion. The “outage was caused by the application and execution of an incorrect process used as we were expanding our network, not a cyber attack,” AT&T said.

The FCC report said the nationwide outage began three minutes after “AT&T Mobility implemented a network change with an equipment configuration error.” This configuration error caused the AT&T network “to enter ‘protect mode’ to prevent impact to other services, disconnecting all devices from the network, and prompting a loss of voice and 5G data service for all wireless users.”

While the network change was rolled back within two hours, full service restoration “took at least 12 hours because AT&T Mobility’s device registration systems were overwhelmed with the high volume of requests for re-registration onto the network,” the FCC found.

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