Verizon promises to offer credits following massive outage — 'we will make this right'

Verizon has released a statement on X regarding the recent loss of service, promising recompense for users affected by the issue.

Verizon’s statement reads as follows:

“Today, we let many of our customers down and for that, we are truly sorry. They expect more from us.

We are working non-stop and making progress. Our teams will continue to work through the night until service is restored for all impacted customers.

We will make this right - for any customer affected, we will provide account credits and share updates soon."

The statement in question is a bit light on details in terms of what happened to cause the outage, as well as when users can expect these compensatory credits. It's also not clear what the value of the credits will be at this point.

So far, the response to the credit apology has been mixed at best, at least based on the comments to the company's X post. One user asked the company to “Define "credits" like not having to pay in 2026?" Other users mocked the company, stating that the credits likely won’t be worth much.

One of the most pressing questions had to do with what caused the outage in the first place, especially whether the company had been hacked and if customer data was at risk.

What do we know about the issue with Verizon?

Yesterday, we saw Verizon’s wireless network service abruptly go down at around 12:30 pm Eastern/9:30 am Pacific on January 14th, forcing phones into SOS mode for customers up and down the eastern seaboard of the United States.

At this point, Verizon has still been silent about the potential cause of the issue. The best that most customers got throughout the issue was that "Verizon's team is on the ground actively working to fix today’s service issue that is impacting some customers. We know this is a huge inconvenience, and our top priority is to get you back online and connected as fast as possible. We appreciate your patience while we work to resolve this issue." However, the company has stated that the issue is now solved.

Currently, there is still a high level of complaints about Verizon’s service on Down Detector compared to what we would normally see. With that being said, the number of complaints is still noticeably less than the spike we saw yesterday, and the company has stated that the outage has been resolved. However, time will tell if the problem has been resolved as we see the U.S. begin to wake up.

To make sure you stay up to date with any information as it comes out, keep an eye on our Verizon Live Blog. We will also make sure to update you with any other changes that occur over the rest of the day.

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