AT&T launches outage compensation scheme to regain customer trust

A major outage in February 2024 blocked millions of calls, including thousands to emergency services, prompting AT&T to offer credits to affected users.

AT&T Guarantee, Network outage, Compensation

AT&T has introduced a new initiative offering bill credits to customers affected by network outages, aiming to rebuild trust after a series of major service disruptions in 2024. The scheme, called AT&T Guarantee, will provide automatic credits to fibre customers experiencing outages of 20 minutes or more and wireless users facing at least an hour of disruption. The move follows a nationwide service failure last February, which lasted over 12 hours and blocked millions of calls, including thousands of emergency calls to 911.

The telecom industry has faced growing scrutiny over the reliability of its networks, with rivals such as T-Mobile and Verizon also experiencing significant outages. AT&T executives acknowledged that customer dissatisfaction had led to market share losses in recent years. In response, the company has invested over $140 billion in network improvements and nearly $1 billion in customer care and operations. The new guarantee is part of a broader effort to ensure dependable connectivity and restore consumer confidence.

Despite previous challenges, AT&T has maintained strong performance in customer satisfaction rankings, topping J.D. Power’s survey for business wireless service among large enterprises for three consecutive years until 2023. The company believes the new initiative will strengthen its position in the market by demonstrating a commitment to service reliability and customer compensation when expectations are not met.