AT&T is offering customers bill credits for network outages

Telecom giant AT&T It announced Wednesday that it would offer bill credits to customers affected by network outages as part of an initiative to attract customers in the wake of the industry being hit by several major disruptions in the past year.

In February 2024, AT&T suffered a nationwide hit Wireless service The disruption, which lasted more than 12 hours, blocked more than 92 million calls and blocked more than 25,000 attempts to call the 911 emergency call line. The company billed affected customers a credit for a full day of service, which amounted to $5 per account.

“Four years ago, we were losing industry share for a long period of time,” Jennifer Robertson, executive vice president and general manager of AT&T Mass Markets and Mobility, told Reuters. She added that the company “realized that we had lost the trust of our customers” and responded with new pricing strategies, product improvements and promotions to restore growth.

The new AT&T Guarantee initiative will begin Thursday and will be a way for the company to ensure customers “get it right” if the company fails to provide reliable connectivity as promised, the company said in a statement.

AT&T to give bill credits to customers affected by cell network outages

“In the event of a network outage, we will work hard to resolve the issue,” a company web page explaining AT&T’s new warranty said. Service restoration And make it suitable for fiber customers who experience 20 minutes or more and wireless customers who experience 60 minutes or more of covered service interruption.”

tape	protection	last	It changes	% changes
T	AT&T company	22.18	-0.01	-0.07%

The website also praised AT&T’s warranty, saying, “No other carrier offers a warranty as comprehensive as this, covering our network, care, and deals. We are the first and only carrier to offer a warranty for Wireless and fiber networks“.

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“Customers tell us they want to trust their service provider, and offering a warranty makes them four times more likely to choose a brand that offers one,” said Keelin Kenny, chief growth and marketing officer at AT&T.

“It’s about being transparent, taking action and making sure our customers know they’re supported. We’re committed to delivering on our promises. We walk the walk and talk the talk — and that’s just the beginning,” Kenney said.

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Reuters contributed to this report.