Internet outage sparks customer outrage, as AT&T lags on updates

It’s crucial to keep consumers informed in a crisis—in part to limit the hand-wringing that arises on social media. Mostly, people wanted an ETA on restoring service. Here are a few takeaways.

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In 2018, a day without internet is a catastrophe for some.

AT&T customers in the Dallas area were treated to a day of old-school activities after a lightning strike on a connection hub—and the resulting fire—downed their internet for 12-plus hours, from 9:45 a.m. to 10:30 p.m.

Suffice it to say, customers were unimpressed with AT&T’s response.

When the company failed to provide a timeline for when customers might get their internet and cable service back, users took to Twitter via their mobile phones. (An internet outage will not stop an angry online mob.)

People remember a combo of the worst and end of an experience (peak end rule). Right now, #northtexas #dfw is experiencing the worst of the #attoutage #attdown. 🤞🏻for improvement. A crisis communication plan may have improved many people’s #CustomerExperience.

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