They need to explain why it is an accident in detail, otherwise they are just being incompetent for disrupting large number of their valued customer's internet

They need to explain why it is an accident in detail, otherwise they are just being incompetent for disrupting large number of their valued customer's internet connections, and likely wasting their valuable time. They can't just say it is unintentional, they need to convince me that it is. Technical word salad will not cut it. It has to be clear to most people.