AT&T to Offer Service Credit for Customers Affected by an Outage

After a tough year for outages, AT&T has launched an internet service "gurantee" for customers affected by certin types of outages.

AT&T says now that if a subscriber is subject to an internet outage, they are now offering to forgo charges for that day’s service.

The new offering kicked in last week.

Per AT&T, the guarantee covers the cost of one day of internet service if the customer experiences 60 minutes or more of a wireless outage and 20 minutes or more of fiber internet outage, excluding outages caused by planned maintence, natural disasters, and power outages.

"We've been on a multi-year journey to improve the customer experience, placing our customers at the heart of everything we do," said Jenifer Robertson, Executive Vice President & GM, AT&T Mass Markets & Mobility. 

"Since 2019, we've invested more than $140 billion in our network and almost a billion dollars in customer care and operations, and that's brought us to where we are today—becoming the first and only carrier that offers a guarantee for wireless and fiber networks. From offering faster solutions and enhancing the digital experience, to meeting customers on their terms and using GenAI for an expert touch, we're committed to raising the bar in the industry. This isn't about maintaining the status quo; it's about redefining it."

"With the customer as our compass, this bold initiative embodies the very essence of our company's Purpose," said Kellyn Kenny, Chief Growth & Marketing Officer at AT&T. "Customers tell us they want confidence in their service provider and offering a guarantee makes them four times more likely to choose a brand that offers one. It's about being transparent, taking action and ensuring our customers know they are supported. We're committed to delivering on our promises. We are walking the walk and talking the talk—and this is just the beginning."

Source: PR Newswire