AT&T outage caused by software update, company says

A temporary network outage that affected AT&T customers in the US on Thursday were due to a software update, the company said.

IN&T told ABC News in a statement ABC News that the outage was not a cyberattack but caused by “the application and execution of an incorrect process used while we were expanding our network.”

“We continue our assessment of today’s outage to ensure we continue to provide the service our customers deserve,” the statement continued.

The software update went wrong, according to preliminary information from two sources familiar with the situation.

Sources told ABC News there was nothing nefarious or malicious about the incident.

The outage was not caused by an outside actor, according to a source familiar with the situation. IN&T makes updates periodically, depending on the source.

In a previous statement to ABC News, AT&T said some customers were “experiencing wireless service interruptions” and advised them to make calls over Wi-Fi.

The company issued an update Thursday afternoon saying its network had been fully restored.

“We have restored wireless service to all of our affected customers. We sincerely apologize. 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. saying in a message on their website.

Two sources briefed on the situation told ABC News that the FBI and the Department of Homeland Security (DHS), among other agencies, had been urgently investigating to determine whether the ATThe &T outage was the result of a cyberattack or hack, or simply some kind of technical malfunction.

At 5 a.m. ET, the US Cybersecurity and Infrastructure Security Agency (CISA) reported, according to a confidential memo obtained by ABC News, that “the cause of the outage is unknown and there is no indication of malicious activity” . CISA is an agency within DHS tasked with monitoring cyber threats.

The FCC has been in contact with AT&T to find out what caused the outage, according to National Security Communications Advisor John Kirby.

Kirby told reporters Thursday afternoon that DHS and the FBI were also investigating the outage and working with the tech industry and network providers to see what can be done “from a federal perspective to enhance their investigative efforts to find out what happened here.”

“The bottom line is that we don’t have all the answers,” he said. “We are working very hard to see if we can get to the truth about exactly what happened.”

Several police departments and municipalities warned local residents about what they described as a nationwide blackout. In turn, officials urged callers to contact emergency services through alternative means.

“There is an AT at the national level&T that prevents wireless customers from making and receiving phone calls (including to 9-1-1),” the Charlotte-Mecklenburg Police Department, serving the Charlotte, North Carolina, area, saying in a post on X.

The government of Fairfax County, Virginia, issued a similar warning.

“There is an AT at the national level&T that prevents wireless customers from making and receiving phone calls (including to 9-1-1),” Fairfax County government reported. saying at X. “Try calling from a landline or ask a friend or family member to call 9-1-1 for you.”

In response to an earlier request from ABC News, CISA said they had no comment on the outage.

IN&T serves more than 100 million customers through mobile and broadband services, according to the company’s report. website.

Verizon and T-Mobile told ABC News that their respective networks are not experiencing outages, but customers may experience difficulty communicating with people affected by outages at other providers.

“Verizon’s network is operating normally. Some customers experienced issues this morning calling or texting customers served by another provider. We continue to monitor the situation,” a Verizon spokesperson said.

T-Mobile similarly told ABC News: “We are not experiencing any outages. Our network is operating normally. Down Detector likely reflects the challenges our customers were having when trying to connect with users on other networks.”

This is a developing story. Please check for updates.