Still Upset About Verizon's Outage? The FCC Wants Your Complaints

The Federal Communications Commission has launched an investigation into the major Verizon outage that occurred earlier this month and caused numerous customers to lose cell access.

On Wednesday, the FCC kicked off the probe, which is inviting the public to comment on the outage’s impact, noting the incident “lasted at least ten hours and affected millions of customers,” preventing them from making phone calls, receiving texts, or using mobile apps.

“To enable a thorough and accurate investigation and analysis of this outage, the Public Safety and Homeland Security Bureau (Bureau) has opened a docket and invites interested parties to provide all relevant information concerning the effects of the outage, particularly on 911 calling and public safety,” the FCC wrote.

According to the FCC’s announcement, commentators can send a description of their experience to [email protected]. They can also use the FCC’s official electronic comment system.

So far, Verizon has only attributed the outage to a “software issue,” without providing details. But the company apologized for the incident while offering a $20 credit to affected customers, although it needs to be redeemed. In some cases, the carrier has increased the payout up to $200 to customers who contacted Verizon’s customer support and complained of major disruptions or loss of business.

The outage was particularly bad for Uber and DoorDash drivers, and other people who rely on cell access for their work. Others found themselves stranded after losing the ability to call their friends or loved ones. It’s why the FCC is investigating the impact including on public safety services and hospitals. During the outage, many iPhones on Verizon entered into Apple’s satellite-powered SOS mode, giving them a way to still reach emergency services. Even so, the FCC is asking whether any affected customers lost the ability to reach 911.

“The Bureau also seeks information about Verizon’s handling of the outage and the outage’s impact,” the announcement adds. “How did consumers learn about the outage? Was Verizon’s public communication about the outage appropriate, timely, and effective? What effect did the outage have on businesses and providers of critical services, such as hospitals? What effect did the outage have on consumers’ ability to contact emergency services, ability to contact family members, and personal activities?”

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Back in 2024, the FCC launched a similar investigation into an AT&T outage that lasted for at least 12 hours. The Commission’s report traced the disruption to a “network change with an equipment configuration error,” which accidentally led AT&T’s mobility network to enter into a “protect mode,” cutting off access with other devices.

In response, the FCC’s report said AT&T has since taken numerous steps to prevent a repeat. Still, the Commission forwarded its finding for possible enforcement, citing “potential violations of parts 4 and 9 of the Commission’s rules.”