AT&T Launches New Guarantee, Promises to Compensate Customers for Outages

AT&T today announced a new AT&T Guarantee customer service initiative that offers "an elevated experience" with connectivity customers can depend on, with a promise to "make it right" if there are issues.

att guarantee
Customers received emails about the new guarantee this morning, with AT&T offering credits for service interruptions and downtime. AT&T says that a fiber outage lasting for 20 minutes or more or wireless downtime lasting 60 minutes or more will result in a credit for a full day of service. For cellular customers, an outage needs to impact 10 or more towers to count. Weather-related events, natural disasters, and outages caused by third parties will not be eligible for a credit.

AT&T Fiber customers must be using an AT&T-provided gateway to be eligible for downtime compensation, and again, outages caused by weather-related events and natural disasters are not included. AT&T also does not count outages caused by downed or cut cable wires at a customer residence, issues with wiring inside a customer's home, and outages resulting from planned maintenance.

Customers who experience an outage will be notified of an upcoming bill credit via email or text, with AT&T providing these credits proactively.

AT&T also says promises that there will be no hidden fees or equipment charges with fiber, and it plans to offer reward cards for customer service failures. If a wait time for technical support exceeds five minutes and a customer is not offered a callback or does not receive the callback, AT&T will provide a reward card.

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Top Rated Comments

lkrupp Avatar
9 months ago
Ha Ha Ha Ha Ha HA!... Ha Ha Ha Ha Ha HAH! Snot is pouring out of my nose because I’m laughing so hard. I spent 34 years working in a central switching office for these bozos and all I can get at my home is 10mbps DSL. I have symmetrical 1Gbps service from Spectrum that is rock solid. AT&T fiber nowhere on the horizon for me but my son had 1Gbps from AT&T fiber and rarely got to 500mbps where he lived.
Score: 8 Votes (Like | Disagree)
ProVideo Avatar
9 months ago
Still waiting on that $10 compensation they promised after that mass cellular outage happened. Liars.
Score: 5 Votes (Like | Disagree)
firstcitazen Avatar
9 months ago
I smell a new fee coming to ATT users!
Score: 5 Votes (Like | Disagree)
Gengar Avatar
9 months ago
They need to move forward with nationwide standalone 5G. That’s the biggest thing they’re lacking.
Score: 3 Votes (Like | Disagree)
alexandr Avatar
9 months ago
and breaches? ;)
Score: 3 Votes (Like | Disagree)
PTVMan Avatar
9 months ago
Marketing b.s.
Score: 3 Votes (Like | Disagree)