Technician accidentally disabled a portion of AT&T network during testing, leading to a settlement payment of $950,000 for failing to notify 911 call centers during an outage.
Details of the Outage
In August 2023, AT&T experienced an outage that lasted for 1 hour and 14 minutes, affecting 911 call deliveries in four states including Illinois, Kansas, Texas, and Wisconsin. The outage resulted in over 400 failed 911 calls due to a technician inadvertently disabling a portion of the network during testing.
Settlement and Compliance Plan
As part of a settlement, AT&T has agreed to pay a $950,000 fine and is mandated to implement a three-year compliance plan aimed at preventing future failures to notify 911 call centers during outages.
Implications of Notifying PSAPs
The failure to notify Public Safety Answering Points (PSAPs) about the outage placed users at risk as the centers were unable to inform the public about alternative ways to seek emergency assistance. Notification is critical since it allows call centers to offer alternatives like calling a different number or texting services for emergency assistance.
Prospective Further Penalties
AT&T could face additional penalties related to a more significant outage in February 2024, where a major network update inadvertently blocked over 25,000 attempts to reach 911. The FCC is reviewing this incident for potential violations.
Operational Changes in Response to Outages
Following the outages, AT&T has made systemic changes including more robust risk assessments, compliance training for employees, as well as improved monitoring and notification procedures for future outages.
