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Telecom giant AT&T It announced on Wednesday that it will offer bill credits to customers affected by network outages as part of an initiative to attract customers after the industry faced several significant disruptions last year.
In February 2024, AT&T hit Nationwide wireless service The outage, which lasted more than 12 hours, blocked more than 92 million calls and prevented more than 25,000 attempts to contact the 911 emergency call line. The company issued a bill credit to affected customers for a full day of service, in the amount of $5 per account.
“Four years ago, we were losing share in the industry for a significant period of time,” Jennifer Robertson, executive vice president and general manager of AT&T mass markets and mobility, told Reuters. He added that the company “knew we had lost the trust of our customers” and responded with new pricing strategies, product improvements and promotional offers to restore growth.
The new AT&T Guarantee initiative will go live Thursday and will be a way for customers to “make it right” if the company fails to deliver reliable connections as promised, the company said in a statement.
AT&T to issue billing credits to customers affected by cell network outages
AT&T logo seen in San Francisco. (Alex Tai/SOPA Images/LightRocket via Getty Images/Getty Images)
A company webpage outlining the new AT&T guarantee states, “In the event of a network interruption, we will work tirelessly. Restore service And make it right for fiber customers who experience outages of 20 minutes or more and wireless customers who experience outages of 60 minutes or more.”
| vaccine | safety | the end | change | change % |
|---|---|---|---|---|
| T | AT&T INC. | 21.98 | -0.21 |
-0.95% |
The website also touts AT&T's guarantee, saying, “No other carrier offers a guarantee as comprehensive as our network, our care and our deals. We're the first and only carrier to offer a guarantee.” Wireless and fiber networks“
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Workers and customers are seen on the sales floor of an AT&T store on April 1, 2024 in Miami, Florida. (Joe Riddle/Getty Images/Getty Images)
“Consumers tell us they want to trust their service provider and are four times more likely to choose a brand that offers a guarantee than one that offers one,” said Kellyn Kenney, AT&T's chief growth and marketing officer.
“It's being transparent, taking action and making sure our customers are supported. We're committed to delivering on our promises. We're walking the walk and talking the talk — and this is just the beginning,” Kenney said.
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Reuters contributed to this report.