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
12 weeks 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
12 weeks ago
Still waiting on that $10 compensation they promised after that mass cellular outage happened. Liars.
Score: 5 Votes (Like | Disagree)
firstcitazen Avatar
12 weeks ago
I smell a new fee coming to ATT users!
Score: 5 Votes (Like | Disagree)
Gengar Avatar
12 weeks 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
12 weeks ago
and breaches? ;)
Score: 3 Votes (Like | Disagree)
PTVMan Avatar
12 weeks ago
Marketing b.s.
Score: 3 Votes (Like | Disagree)