AT&T has introduced a new policy, the “AT&T Guarantee,” promising full-day bill credits to mobile customers for outages lasting at least 60 minutes, provided the disruption affects 10 or more towers. This follows a significant network failure last year that affected over 92 million phone calls. For fiber customers, credits apply to unplanned outages of 20 minutes or more, but only if they use AT&T’s gateway. The credits exclude taxes, fees, device payments, and additional services. If an outage extends beyond 24 hours, customers receive an additional full-day credit for each extra day. However, if fewer than 10 towers are impacted, no credit is given, even for hour-long service losses. The guarantee does not cover events like natural disasters or third-party caused outages, and AT&T retains the right to determine if an outage qualifies for credits.
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