Verizon says customers affected by outage will get 'account credit'
Updated on Jan. 14 at 11:37 p.m. ET : Verizon states that the outage has now been resolved, though hasn't yet shared any details on what caused it. If you're still having difficulty connecting to the network, Verizon recommends restarting your device. The company also confirmed again that it will provide account credits to impacted customers.
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Updated on Jan. 14 at 9:18 p.m. ET: In an apology to its customers posted on X and provided to Mashable on Wednesday evening, Verizon said that it would be providing "account credit" to users affected by the outage. The company also said it would provide further updates soon.
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Verizon customers from Los Angeles to New York City reported phones stuck in SOS mode on Wednesday afternoon as the mobile company experienced a major outage — with no explanation offered.
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But as customers complained about the service disruption on social media, one Verizon support account suggested customers may see a discount on a future bill.
"I pay $175 for my Verizon phone bill I better get a discount next bill cycle," a user named "Kardashiangirl" wrote. A Verizon support account replied: "You are very welcome, once service is restored we can review and adjust based on how long the outage occurs." The message was signed by "Sydney," who also offered a happy smiling emoji
Many angry Verizon customers have been complaining on X (and elsewhere) about the cost of their bills and the length of the disruption. Meanwhile, statement from Verizon Support posted on X thanked users for their patience.
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This isn't the first time Verizon has experienced an outage in recent years.
In September 2025, and again in October 2025, many Verizon mobile customers experienced mobile outages, which Verizon eventually attributed to software issues. A previous service disruption in 2024 sent some Verizon customers' phones into SOS mode, as in this 2026 outage.
While in SOS mode, customers are only able to make emergency 911 calls.
As of this writing, T-Mobile and AT&T's networks appear to be operating normally.
This is a developing story...
Topics Verizon
Timothy Beck Werth is the Tech Editor at Mashable, where he leads coverage and assignments for the Tech and Shopping verticals. Tim has over 15 years of experience as a journalist and editor, and he has particular experience covering and testing consumer technology, smart home gadgets, and men’s grooming and style products. Previously, he was the Managing Editor and then Site Director of SPY.com, a men's product review and lifestyle website. As a writer for GQ, he covered everything from bull-riding competitions to the best Legos for adults, and he’s also contributed to publications such as The Daily Beast, Gear Patrol, and The Awl.
Tim studied print journalism at the University of Southern California. He currently splits his time between Brooklyn, NY and Charleston, SC. He's currently working on his second novel, a science-fiction book.
