AT&T has announced a new initiative called "AT&T Guarantee" that will automatically provide bill credits to customers experiencing network outages. This move comes after the telecom industry faced several significant disruptions in 2024, including a major AT&T outage in February.
The "AT&T Guarantee"
Under the new initiative:
- Fiber users will receive a bill credit equivalent to a full day of service for outages lasting 20 minutes or more.
- Wireless customers will receive a bill credit equivalent to a full day of service for disruptions lasting 60 minutes or more.
This is a step toward "making it right" with customers, according to AT&T, ensuring that the company is held accountable for the dependable connectivity it promises.
Addressing Past Outages
In February of the previous year, a nationwide AT&T wireless service disruption lasting over 12 hours affected over 92 million calls and hindered access to the 911 emergency call line. In response, the company credited customers with a full day of service. Similar outages experienced by other telecom companies like T-Mobile and Verizon have caused widespread frustration and highlighted concerns about the reliability of communication infrastructure.
Efforts to Regain Customer Trust
Jenifer Robertson, executive vice president and GM, AT&T Mass Markets & Mobility, noted that AT&T had lost customer trust and market share in recent years. However, the company has made significant investments to regain lost ground. According to Robertson, AT&T has invested over $140 billion in their network and nearly $1 billion in customer care and operations since 2019.
AT&T was a top performer in customer satisfaction for business wireless service among large enterprises for three years, until 2023, based on a J.D. Power survey.
Source: Reuters
