AT&T announced a new customer service initiative, the "AT&T Guarantee," promising service credits for disruptions. This marks a significant step in addressing network reliability concerns.
The guarantee covers both wireless and fiber services. If customers experience a service outage lasting more than an hour for wireless or 20 minutes for fiber, impacting ten or more towers, AT&T will credit them with a day's worth of service. This credit can be applied to a future billing cycle.
Crucially, the guarantee has stipulations. Exclusions include events beyond AT&T's control, such as natural disasters or third-party outages. Customers must be actively connected to the affected network during the outage and maintain a good account standing.
AT&T will automatically notify eligible customers of their credit via email. The company highlighted substantial investments in network infrastructure and customer service support as a rationale for the new guarantee, stating that these investments enabled the innovative pledge.
The initiative will formally launch on January 9, 2024. Further details and eligibility criteria can be found on the AT&T website.
