AT&T to credit qualifying customers after service outages: Who is eligible?
(WKBN) – AT&T made a "bold promise" to customers on Wednesday, telling them that the company plans to issue credits to consumers who lose phone service or fiber connectivity.
The telecommunications giant touted its new "AT&T Guarantee" in a press release issued Wednesday.
"The AT&T Guarantee will set a new bar in customer experience covering network, customer care and offers for consumers & small businesses," the release claimed.
Specifically, AT&T's new "Guarantee" promises customers that if they lose phone service for more than an hour, or lose fiber connectivity for 20 minutes, the company will credit the customer with the cost of a day's service, which can be used in an upcoming billing cycle. AT&T says it is the first and only carrier that offers such a guarantee for wireless and fiber networks.
AT&T's promise also comes with a list of stipulations for eligibility, which can be found at ATT.com/guarantee. Among them, the company says outages must impact at least 10 or more towers, and users must be connected to one of the affected towers at the time of the outage.
The reason for the outage factors into it, too. As noted on the AT&T website, the guarantee "excludes events beyond the control of AT&T, including but not limited to, natural disasters, weather-related events, or outages caused by third parties."
In addition, only customers in "good standing" will be eligible if an outage affects them, AT&T says.
The company says it plans to notify eligible customers automatically (via email) when they qualify for credits.
"Since 2019, we’ve invested more than $140 billion in our network and almost a billion dollars in customer care and operations, and that’s brought us to where we are today – becoming the first and only carrier that offers a guarantee for wireless and fiber networks," Jenifer Robertson, executive vice president and general manager of AT&T Mass Markets and Mobility, said in a quote included with Wednesday's press release.
AT&T is launching its new "guarantee" on Jan. 9. More information can be found on AT&T's official website.