Verizon is making amends for a massive network outage that left millions of customers stranded in SOS mode for up to 10 hours, announcing a $20 credit per account that affected users must actively claim through the myVerizon app.
The disruption, which struck on Wednesday and was resolved by around 10:20 p.m. ET, stemmed from a software issue that halted voice, text, and data services for hundreds of thousands to over 2 million users across the U.S., with iPhones particularly hit by the “SOS” mode that limited them to emergency calls only. In cities like New York, authorities warned of potential 911 disruptions, urging alternatives like landlines or in-person visits to emergency services. The outage prompted scrutiny from the Federal Communications Commission, highlighting vulnerabilities in the nation’s largest wireless network.
Eligible customers, those impacted by the outage, will receive a text notification prompting them to log into the myVerizon app to accept the $20 credit, which Verizon says covers “multiple days of service” on average and will apply to a future bill. Business accounts will be contacted directly, but the offer is per account, not per line, sparking backlash from multi-line households who argue it’s insufficient for the inconvenience. “This credit isn’t meant to make up for what happened. No credit really can. But it’s a way of acknowledging your time and showing that this matters to us,” Verizon stated in its announcement. The company added, “We did not meet the standard of excellence our customers expect and that we expect of ourselves.”
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Customer reactions have been mixed, with some slamming the $20 as “pathetic” amid reports of missed work, emergency access issues, and general frustration, while others appreciate the gesture but call for automatic refunds without the need to claim. Lawmakers have echoed demands for mandatory refunds in such cases, pointing to the outage’s scale and impact.
This isn’t Verizon’s first brush with widespread failures; a similar outage in September 2024 affected thousands, though smaller in scope, and drew FCC fines for prior 911 disruptions. The carrier, serving over 114 million subscribers, has faced increasing pressure as rivals like T-Mobile and AT&T tout network reliability in their marketing.
In the broader telecom landscape, outages are becoming flashpoints for consumer rights debates, with advocacy groups pushing for stricter regulations and automatic compensations similar to those in Europe. As 5G and beyond rollouts accelerate, Verizon’s $20 olive branch may soothe some, but it underscores the fragility of digital lifelines, and the growing expectations for accountability when they snap.
