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

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.

Suffice it to say, customers were unimpressed with AT&T’s response. Here are some elements a holding statement from the company should have contained.