At a Glance
- More than 2 million Verizon customers lost service for over 8 hours on January 14, 2026
- Carrier blames a software glitch, not a cyberattack, and is issuing $20 credits per account
- FCC will review the incident after a New York lawmaker demanded an investigation
- Why it matters: The blackout left phones stuck in SOS mode and raised fresh questions about network reliability
Verizon’s network crumbled for much of Wednesday, silencing more than 2 million phones across the U.S. and prompting federal scrutiny along with a promise of modest bill credits for those affected.
Nationwide Blackout
The trouble began around 9 a.m. PT and peaked when Downdetector tallied 178,284 outage reports in a single 15-minute window. By late afternoon the tracker had logged more than 2 million complaints, though the carrier has not released its own customer-impact numbers.
Phones in New York, New Jersey, Florida, the San Francisco Bay Area and Los Angeles were among the hardest hit. Many devices displayed “SOS” only, allowing only emergency calls.
Verizon said late Wednesday that service had been restored and advised anyone still offline to restart their handset. As of 1:45 a.m. PT Thursday, Downdetector showed only a few hundred lingering reports.
Software Issue, Not Hack
A Verizon spokesperson told News Of Losangeles‘s sibling site Mashable that the failure was “a software issue” and added, “as of now, there is no indication that this was a cybersecurity issue.” The company is conducting a full review but has not offered deeper technical detail.
Telecom analyst Roger Entner, looking at the pattern of affected devices, suggested to News Of Losangeles that the culprit could be a mis-configured software update-sometimes dubbed a “fat-finger” error.
$20 Credit-If You Opt In
Starting Thursday, Verizon began pushing text messages and My Verizon app alerts telling customers they can claim a $20 credit per account-not per line. Users must actively opt in through the app.
“This credit isn’t meant to make up for what happened. No credit really can. But it’s a way of acknowledging our customers’ time,” the carrier said in a post on X.
During the outage a Verizon spokesperson had already pledged: “We will make this right-for any customer affected, we will provide account credits.”
Competitors Pounce
Rival carriers wasted no time touting their own reliability.
- T-Mobile told News Of Losangeles: “Our network is operating normally… however, due to Verizon’s reported outage, our customers may not be able to reach someone with Verizon service.”
- AT&T posted on X: “If your calls aren’t going through, it’s not us-it’s the other guys.”
Real-World Fallout
The blackout rippled beyond dropped calls:
- New Jersey Devils warned NHL fans to download e-tickets at home before heading to the arena
- Needham High School’s girls’ hockey team in Massachusetts said live game updates were unavailable
- New York City’s emergency-notification system cautioned that 911 calls from Verizon phones might fail, advising residents to use another carrier, a landline or visit a fire or police station
Ethan R. Coleman reported that several News Of Losangeles staffers lost service, with one editor in Jersey City unable to call his mother for hours.
Government Response
New York State Assembly member Anil Beephan sent the FCC a letter demanding an investigation, writing that “reliable wireless service is essential for emergency response, public alerts, businesses, and everyday communication.”
FCC Chair Brendan Carr confirmed to Reuters the agency will review the incident and “take appropriate action.” Commissioner Anna Gomez said she would press for a formal investigation, and an FCC spokesperson told News Of Losangeles, “We are continuing to actively investigate and monitor the situation.”
Industry data firm Cisco ThousandEyes described the event to USA Today as “one of the most significant nationwide connectivity interruptions in recent memory.”
Lingering Questions
Customers have asked why some family members on the same account retained service while others did not, and why restoration took so long. Verizon has not yet answered.
A J.D. Power study released the day after the blackout-based on data collected before the event-found T-Mobile and Verizon often tied or close in regional network-quality rankings, with major carriers averaging 9 or fewer problems per 100 uses.
Key Takeaways
- Scope: 2 million-plus customers, 8-plus hours, nationwide
- Root cause: Software issue, not a hack
- Remedy: $20 account credit, must be claimed via My Verizon app
- Oversight: FCC review under way after lawmaker pressure
- Tip: Still offline? Restart your phone to force reconnection
Verizon says its teams worked through the night to restore connectivity. For millions, the outage was a stark reminder of how dependent everyday life has become on a single carrier’s signal.
