On the morning after a day of massive, countrywide outages for Verizon customers, the telecom giant has offered an apology and a little bit of credit to address the loss of service.
In an announcement posted on social media, Verizon announced that customers affected by the downed services can cash in on a $20 credit voucher. According to the company, that amount should cover multiple days of service, “on average.” It followed other statements by Verizon that as soon as the issue was resolved, the company would “make it right” with affected users.
“This credit isn’t meant to make up for what happened. No credit really can. But it’s a way of acknowledging your time and showing that this matters to us,” the company wrote.
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Verizon had not yet issued a full explanation for the incident, but Mashable has now received confirmation from the company that the outage was caused by a software issue. The service drop was severe enough to grab the attention of the Federal Communications Commission (FCC), which said it was monitoring the situation. Its not the first service outage for the company over the past year.
Read the full statement below:
Yesterday, we did not meet the standard of excellence you expect and that we expect of ourselves. To help provide some relief, we are giving you a $20 account credit that can be easily redeemed by logging into the myVerizon app to accept. On average, this covers multiple days of service. Our business customers will be contacted directly about their credits.
This credit isn’t meant to make up for what happened. No credit really can. But it’s a way of acknowledging your time and showing that this matters to us.
If you’re still having trouble connecting, please restart your device (power down and power back on). This is the fastest way to reconnect your phone to the network.
We are sorry for what you experienced and will continue to work hard day and night to provide the outstanding network and service that you expect from Verizon.
Customers logging into their account on the myVerizon app should see an option to claim the offer, although some customers have reported the offer has yet to appear. Mashable reporters have also experienced problems logging onto the myVerizon app.
UPDATE: Jan. 15, 2026, 9:59 a.m. This story was updated to include Verizon’s confirmation of a software issue causing the outage.
