AT&T is launching a new guarantee that promises bill credits to customers affected by network outages, aiming to rebuild trust after recent disruptions.
Telecom giant AT&T announced bill credits for customers affected by network outages as part of an initiative to regain customer trust following industry-wide disruptions last year. In February 2024, AT&T experienced a nationwide wireless service disruption lasting over 12 hours, affecting 92 million calls and 25,000 attempts to reach 911. The company offered a $5 bill credit for affected customers.
AT&T Executive Vice President Jennifer Robertson acknowledged losing customer trust and implemented pricing strategies, product improvements, and promotional offers to regain growth. The new AT&T guarantee, launching Thursday, promises to rectify issues if the company fails to deliver dependable connectivity. The guarantee applies to fiber customers experiencing 20 minutes or more of an outage and wireless customers experiencing 60 minutes or more. AT&T claims to be the first and only carrier to offer such a comprehensive guarantee, covering network performance, customer service, and deals. AT&T Chief Growth and Marketing Officer Kellyn Kenny stated that offering a guarantee builds customer confidence and transparency. He emphasized AT&T's commitment to delivering on its promises
AT&T Network Outages Bill Credits Customer Guarantee Telecom Industry
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