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Telecom giant AT&T announced on Wednesday that it will offer bill credits to customers affected by network outages as part of an initiative to attract customers in the wake of several significant disruptions the industry faced last year.
In February 2024, AT&T suffered a nationwide outage wireless service The disruption, which lasted more than 12 hours, blocked more than 92 million calls and halted more than 25,000 attempts to contact the 911 emergency call line. The company provided affected customers with a bill credit for a full day of service, amounting to $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 said 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 on Thursday and will be a way to guarantee customers will “make it right” if the company fails to deliver reliable connectivity as promised, the company said in a statement.
AT&T to give billing credit to customers affected by cell network outage
AT&T has announced a new guarantee program under which the telecommunications giant will provide billing credits to wireless and fiber customers who are affected by service outages. (Alex Tai/SOPA Images/LightRocket via Getty Images/Getty Images)
“In the event of a network interruption, we will respond diligently,” a company webpage outlining the new AT&T guarantee says. restore service “And make it fair for fiber customers who experience 20 minutes or more of outage and wireless customers who experience 60 minutes or more of covered outage.”
| anchor | Security | Last | Change | Change % |
|---|---|---|---|---|
| Tea | AT&T Inc. | 22.18 | -0.01 |
-0.07% |
The website also praised AT&T’s guarantee, saying, “No other carrier offers such a comprehensive guarantee, covering 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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Employees and customers are seen on the sales floor of an AT&T store in Miami on April 1, 2024. (Joe Raddle/Getty Images/Getty Images)
Kellyanne Kenny, chief development and marketing officer at AT&T, said, “Customers tell us they want confidence in their service provider and offering a guarantee makes them four times more likely to choose a brand that offers one. ”
Kenny said, “It’s being transparent, taking action and making sure our customers know they are supported. We’re committed to delivering on our promises. We’re on track.” And talking – and this is just the beginning.”
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Reuters contributed to this report.
