AT&T has a new “Guarantee” for its wireless and fiber users: If their network goes down you won’t be billed for that day’s service. The new initiative, which goes live on Jan. 9, will kick in “for fiber customers who experience 20 minutes or more and wireless customers who experience 60 minutes or more of a covered outage.”Â
According to AT&T, a “covered outage” for the carrier means “wireless downtime lasting 60 minutes or more caused by a single incident impacting 10 or more towers.” In either event, AT&T says that if it has an outage it will automatically apply a bill credit to impacted customers for “equaling a full day of service.” For wireless users, the carrier says it will be a credit for each impacted line, not just the account. Â
For small business users, the carrier says it will “reach out” and offer “options to help make it right.”Â
The new offer comes after AT&T had a rough 2024. Last February the company had a major outage that knocked out coverage for many, later offering a $5 account credit as an apology. In June users on its network had issues making calls while in August, some iOS users on AT&T had their phones stuck in SOS mode.Â
AT&T’s new promise is the latest from a service provider to pay users back for service issues. Last year Charter’s Spectrum introduced a similar offer for its home internet users, promising a full day’s worth of credit if there were neighborhood issues that lasted more than two hours (and weren’t caused by “power outages, natural disasters, and overnight scheduled maintenance”).