Final Report on March 8, 2017 AT&T Mobility VoLTE 911 Outage

On the afternoon of March 8th, 2017, nearly all AT&T Mobility (AT&T) Voice over LTE customers across the nation lost 911 service for five hours. This report presents the Federal Communications Commission's findings on the investigation.

Among the lessons learned from the March 8th outage is that when 911 service fails for any reason, Public Safety Answering Points (PSAPs) play a critical role in advising their jurisdictions of alternative ways to reach help. While AT&T and their subcontractors, Comtech and West, made efforts to notify thousands of PSAPs, the notifications were often unclear or missing important information, and generally took a few hours to occur. This outage also offers an illuminating case study that illustrates actions that stakeholders can take to promote network reliability and continued access to 911 service. For example, the March 8th outage emphasizes the importance of auditing all network assets critical to the provision of 911 service, and ensuring that such assets are safeguarded and designed to avoid single points of failure. The outage also demonstrates the need for closer coordination between industry and PSAPs, to improve overall situational awareness and ensure consumers understand how best to reach emergency services.