Verizon reported a widespread service disruption on Wednesday caused by an internal software issue, trapping millions of customers in SOS mode and disrupting mobile connectivity across the country.

The telecommunications giant announced it would provide $20 account credits to affected users via the myVerizon app, noting that the credit was not intended as full compensation but rather “a way of acknowledging your time.”

According to Downdetector data, over 178,000 Verizon customers experienced service outages, with the highest concentrations in New York City, Atlanta, Charlotte, and Houston. The outage began Wednesday afternoon and gradually subsided by midafternoon, though some users reported lingering issues.

Law enforcement officials confirmed the incident was not a cyberattack but rather an internal network failure linked to servers in New Jersey. Users described phones freezing in SOS mode or losing signal connectivity, with Downdetector reports indicating 59% of complaints cited mobile phone failures and 34% reported loss of signal.

T-Mobile stated its network was operating normally, though customers attempting to contact Verizon users encountered disruptions during the outage.