AT&T outage disrupts some 911 calls as tens of thousands lose service

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A sign is posted in front of an AT&T retail store in 2021 in San Rafael, Calif.

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Justin Sullivan/Getty Images

A sign is posted in front of an AT&T retail store in 2021 in San Rafael, Calif.

Justin Sullivan/Getty Images

AT&T says it has restored about three-fourths of its cellphone network after tens of thousands of customers in cities across the country lost service overnight, causing frustration and concern about disruptions to 911 dispatches.

Around 3:30 a.m. ET Thursday, outages reported by suddenly spiked from just a handful, peaking at more than 73,000 by around 8:20 a.m. ET. By late morning, however, the number of reports to the website appeared to be trending down.

In a statement emailed to NPR at 11:30 a.m. ET, AT&T said: “Some of our customers are experiencing wireless service interruptions this morning. Our network teams took immediate action and so far about three-quarters of our network has been restored. We are working as quickly as possible to restore service to remaining customers.”

Earlier,Houston had more than 2,000 reports by about 8:30 a.m. ET, while New York reported about 1,300.

However, service disruptions caused concern Thursday morning even outside those areas, with the San Francisco Fire Department announcing on X, formerly Twitter, that it was “aware of an issue impacting AT&T wireless customers from making and receiving any phone calls (including to 911).”

“We are actively engaged and monitoring this. The San Francisco 911 center is still operational. If you are an AT&T customer and cannot get through to 911, then please try calling from a landline. If that is not an option then please try to get ahold of a friend or family member who is a customer of a different carrier and ask them to call 911 on your behalf. Do not call or text 911 to simply test your phone service,” the department said.

According to a survey conducted by the National Center for Health Statistics, as of 2022, nearly 71% of adults and 82% of children lived in wireless-only households.

In Virginia’s Prince William County, emergency services officials said early Thursday that the AT&T service outages had caused “a disruption in receiving 911 calls,” according to the Prince Williams Times.said that customers were “briefly unable to contact 9-1-1. There are no disruptions to our call center’s ability to receive 9-1-1 calls. Service should be returning shortly.”

The outage did not appear to have any real impact on other providers. Verizon said its network was “operating normally.”

“Some customers experienced issues this morning when calling or texting with customers served by another carrier,” a company statement said.

Likewise, T-Mobile said in a statement that its network “is operating normally.”