Following a seven-hour network outage that affected users around the country, Verizon has confirmed that it will offer customers impacted by the disruption a $20 credit.

According to USA Today, Downdetector, a data service outage resource, reported that the outage, which began around 12:30 p.m. ET on Wednesday, affected more than 1.5 million customers.

Verizon confirmed the outage was caused by ‘a software issue’

Verizon’s most recent outage was widespread, affecting users in New York City, Atlanta, Charlotte, North Carolina, Houston and Brooklyn, New York. According to The New York Times, “SOS” appeared on Verizon phones in the status bar where the cellular antenna is usually located. Users also seemed to struggle to make calls over Wi-Fi, while others noted their service was briefly restored and then lost shortly thereafter.

By early Wednesday afternoon, Verizon received more than 170,000 concurrent reports of disrupted service, Downdetector reported.

Christina Moon Ashraf, a Verizon spokeswoman, confirmed on Thursday afternoon that “a software issue” was behind the disruption and explained that the company plans to conduct a full review.

“Yesterday, we did not meet the standard of excellence our customers expect and that we expect of ourselves,” The New York Times reported Ashraf said.

According to USA Today, the outage comes almost two years after a similar widespread disruption in September 2024, in which more than 100,000 users were impacted. The Federal Communications Commission reportedly investigated the incident.

Users eligible for the credit will be informed via text message

Ashraf also confirmed Verizon customers affected by the outage will be offered a $20 credit, The New York Times reported. Users will receive a text message when the credit, which covers multiple days of service, Verizon noted, is available. Business customers should expect to be contacted directly about their credits.

“This credit isn’t meant to make up for what happened,” Ashraf said. “No credit really can. But it’s a way of acknowledging our customers’ time and showing that this matters to us.”

On Thursday, Verizon suggested on its website that customers still struggling with their service should restart their devices to reconnect to the network.

The network provider did not specify when the $20 credit would be available, USA Today reported.