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AT&T announced the "AT&T Guarantee" on Wednesday (January 8), promising bill credits to customers experiencing network outages. This initiative aims to enhance customer satisfaction by automatically crediting fiber customers for outages lasting 20 minutes or more and wireless customers for interruptions of 60 minutes or more. The guarantee applies to both consumer and small business clients.
The company introduced this guarantee following several network disruptions in 2024, including a significant outage in February that affected millions across the United States, Puerto Rico, and the U.S. Virgin Islands. According to AT&T, this new policy is not a direct response to the outage but part of a broader $750-million investment in network improvements over four years.
AT&T's Executive Vice President, Jenifer Robertson, stated, "Since 2019, we’ve invested more than $140 billion in our network and almost a billion dollars in customer care and operations." The company claims to be the first and only carrier offering such a comprehensive guarantee for both wireless and fiber networks.
The guarantee includes certain conditions. Outages must impact at least 10 towers, and customers must be connected to one of these towers during the outage. Events beyond AT&T's control, such as natural disasters, are excluded. Customers in "good standing" will be automatically notified via email when they qualify for credits.
For more details, customers can visit AT&T's official website.