AT&T to Offer Bill Credits for Outages to Enhance Customer Satisfaction

AT&T announced a new initiative on Wednesday to offer bill credits for network outages as part of its efforts to improve customer satisfaction and restore trust in the company. This comes after the telecom industry experienced significant disruptions in 2024, including a nationwide wireless service outage in February, which lasted over 12 hours and affected millions of calls, including blocking 911 emergency services.

In response to the February outage, AT&T provided affected customers with a full day of service credit. The latest initiative, called the “AT&T Guarantee,” will automatically offer bill credits to customers who experience network interruptions. Fiber users who face outages of 20 minutes or more, and wireless customers who encounter disruptions lasting 60 minutes or longer, will receive a credit equivalent to one full day of service.

This move is part of AT&T’s ongoing efforts to rebuild customer trust after a period of losing market share. Jenifer Robertson, executive vice president of AT&T Mass Markets & Mobility, emphasized that the company had been focused on regaining trust through improvements in pricing, products, and promotional offers.

The “AT&T Guarantee” initiative, which will launch Thursday, reflects the company’s commitment to offering reliable connectivity. AT&T has topped customer satisfaction rankings for business wireless service among large enterprises for three consecutive years, according to J.D. Power.

AT&T has invested more than $140 billion in its network and nearly a billion dollars in customer care and operations since 2019, aiming to further improve its service and customer experience.