The Verizon Outage: A Wake-Up Call on Connectivity and Customer Service

What Happened During the Verizon Outage on September 30, 2024?

On September 30, 2024, Verizon customers across the U.S. experienced a significant service outage, leading to widespread frustration. A recent Prodege survey of 1,000 American consumers revealed that 26% reported issues, with the Midwest particularly affected at 34%. Gen Z experienced the most disruption, with 37% reporting problems.

The Impact

This outage was more than a minor inconvenience. Over half of those affected—55%—were disconnected for more than three hours, leaving many without internet or phone service. Alarmingly, 23% lost all internet access, while 79% were unable to make calls. Given that 48% rely on their phones for work and school, the implications were substantial.

Social connections also suffered; six out of ten people couldn’t reach friends or family, and 35% missed updates on social media. The outage underscored our dependence on technology. As one frustrated user quipped, “Can you hear me now?”—for many, the answer was a frustrating no.

Real Stories, Real Consequences

Personal accounts from those impacted illustrate the chaos. One user couldn’t receive essential verification texts to log into accounts, while another, reliant on phone calls for work, was unable to perform their job. A college student scrambled to meet a crucial essay deadline amidst the disruption.

Notably, many consumers expressed frustration over the inability to receive two-factor authentication (2FA) codes during the outage. In the survey, 43% mentioned they were unable to access important accounts due to missing verification texts, underscoring the critical need for alternative 2FA methods, such as authentication apps or backup codes.

Customer Sentiment and Future Considerations

Despite the chaos, many customers refrained from contacting Verizon for support—61% did not reach out at all. Among those who did, only 41% were satisfied with the response. This frustration prompted many to reconsider their options; around 36% expressed interest in switching carriers, with T-Mobile emerging as a popular alternative.

Verizon’s Net Promoter Score (NPS) reflects this shift: it stood at 31 for those unaffected by the outage but plummeted to -19 for those who were.

To Wrap It Up…

The Verizon outage on September 30 served as a stark reminder of our reliance on mobile technology and the disruptions that can significantly impact our lives. As customers reflect on this experience, reliability and strong customer service will be critical in deciding whether they remain with Verizon or explore other options. In a world where connectivity is vital—especially during emergencies—the inability to access accounts due to 2FA challenges highlights the importance of having reliable backup methods in place. After all, we shouldn’t have to ask, “Can you hear me now?” when we need help the most.

Ask us how Prodege can help you track your NPS and brand health in the moment and over the course of the year.