AT&T has announced a new “AT&T Guarantee” program promising better communication around outages and compensation that includes bill credits for a day’s service when the outage meets certain thresholds, reports Reuters. The new automatic-credit program covers both AT&T fiber and wireless services.
AT&T promises to email or text customers when there’s an outage and credit them for a full day’s worth of service if the outage meets its criteria. Those include fiber outages lasting at least 20 minutes and “wireless downtime lasting 60 minutes or more caused by a single incident impacting 10 or more towers.”
AT&T also says it will issue reward cards worth at least $5 for certain tech support issues like long wait times or failed callbacks.
The company excludes any of these events if they resulted from bad weather, natural disasters, and other events out of its control, according to small print.
Last year, AT&T had multiple outages, including a massive 12-hour one in February last year that the FCC found had cut off 5G and voice for 125 million devices in all 50 states.