They most certainly are investigating the root cause, and probably there's a witch hunt developing, but as far as customers go I would expect AT&T's attitude to

They most certainly are investigating the root cause, and probably there's a witch hunt developing, but as far as customers go I would expect AT&T's attitude to be "none of your business." I've worked with many of these types of companies before, and outside of the occasional cool CS rep, their cultures are lots of information hoarders and responsibility dodgers. Taking responsibility for a problem is a good way to ensure you never get promoted.