Processing Your Payment

Please do not leave this page until complete. This can take a few moments.

January 8, 2025

AT&T introduces customer guarantee after outage issues

Photo | Flickr via Mike Mozart An AT&T storefront.
By Harriet Jones

Legacy phone company AT&T has introduced a customer guarantee feature, promising that if cellphone users lose service for more than an hour, or internet connection for more than 20 minutes, the company will refund the cost of a day’s service.

AT&T estimates this will cost the company $750 million over four years.

The guarantee is offered to both residential consumers and small businesses.

For covered outages, customers will automatically receive a bill credit equal to one day’s service. Customers can also claim reward cards if a call to tech support results in a long wait time or a failed callback.

The guarantee does not cover issues that result from bad weather or natural disasters, or “outages caused by third parties,” according to the fine print.

“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 of AT&T Mass Markets & Mobility. “We’re committed to raising the bar in the industry.”

AT&T customers experienced multiple outages over the last year, including one in February that affected more than 90 million devices and lasted some 12 hours.

Sign up for Enews

Most Recent

Most Recent

0 Comments

Order a PDF