AT&T Launches New Guarantee, Promises to Compensate Customers for Outages

[MacRumors]

AT&T today announced a new AT&T Guarantee customer service initiative that offers "an elevated experience" with connectivity customers can depend on, with a promise to "make it right" if there are issues.

Customers received emails about the new guarantee this morning, with AT&T offering credits for service interruptions and downtime. AT&T says that a fiber outage lasting for 20 minutes or more or wireless downtime lasting 60 minutes or more will result in a credit for a full day of service. For cellular customers, an outage needs to impact 10 or more towers to count. Weather-related events, natural disasters, and outages caused by third parties will not be eligible for a credit.

AT&T Fiber customers must be using an AT&T-provided gateway to be eligible for downtime compensation, and again, outages caused by weather-related events and natural disasters are not included. AT&T also does not count outages caused by downed or cut cable wires at a customer residence, issues with wiring inside a customer's home, and outages resulting from planned maintenance.

Customers who experience an outage will be notified of an upcoming bill credit via email or text, with AT&T providing these credits proactively.

AT&T also says promises that there will be no hidden fees or equipment charges with fiber, and it plans to offer reward cards for customer service failures. If a wait time for technical support exceeds five minutes and a customer is not offered a callback or does not receive the callback, AT&T will provide a reward card.

Article Link: AT&T Launches New Guarantee, Promises to Compensate Customers for Outages

 

[lkrupp]

Ha Ha Ha Ha Ha HA!... Ha Ha Ha Ha Ha HAH! Snot is pouring out of my nose because I’m laughing so hard. I spent 34 years working in a central switching office for these bozos and all I can get at my home is 10mbps DSL. I have symmetrical 1Gbps service from Spectrum that is rock solid. AT&T fiber nowhere on the horizon for me but my son had 1Gbps from AT&T fiber and rarely got to 500mbps where he lived.

 

[Michael Scrip]

Cha-ching!

🤣

 

[sw1tcher]

Customers received emails about the new guarantee this morning, with AT&T offering credits for service interruptions and downtime. AT&T says that a fiber outage lasting for 20 minutes or more or wireless downtime lasting 60 minutes or more will result in a credit for a full day of service. For cellular customers, an outage needs to impact 10 or more towers to count. Weather-related events, natural disasters, and outages caused by third parties will not be eligible for a credit.

$5 for you. $5 for you. $5 for you.

AT&T Giving $5 Credit to Customers Following Major Network Outage

AT&T has announced that it will be providing impacted customers with a $5 bill credit per account as compensation for the network's major...

www.macrumors.com

 

[ProVideo]

Still waiting on that $10 compensation they promised after that mass cellular outage happened. Liars.

 

[Gengar]

They need to move forward with nationwide standalone 5G. That’s the biggest thing they’re lacking.

 

[jaytv111]

AT&T: I guarantee!

 

[alexandr]

and breaches?

 

[PTVMan]

Marketing b.s.

 

[firstcitazen]

I smell a new fee coming to ATT users!

 

[al256]

Compensation subject to terms and conditions

 

[Andres Cantu]

After they already increased the monthly rate for their fiber plans, should we be impressed?

 

[zapmymac]

What a joke of a PR stunt.

 

[shaee]

It took me 6 days to get a refund on a service I canceled a month ago, they ask for the cancelation email. 5 days later, they asked again for a screen shot of the email that was sent on blah blah date and time. I'm like you have the email right, why do you need a screen shot from me.. This will be gold in court, immediately $100 off then next day the rest. At&t is a joke, problem is everyone else is a joke with their internet reliability.

 

[ArtOfWarfare]

I mean if they really do this, that would be cool, but I'm finding it unlikely.

 

[Unity451]

AT&T Guarantee customer service initiative that offers "an elevated experience" with connectivity customers can depend on, with a promise to "make it right" if there are issues.

And you can tell they mean it because they made a neat little logo to show how serious they are about it.

 

[814MB]

I normally dislike the government being in boardrooms, but all telecom companies need to be regulated so hard that the CEO isn’t even allowed to fart without written approval from congress and the FCC.

 

[ELman]

More work than it’s worth.

 

[Yrmmont]

I switched from ATT over 9 years ago. Nothing but problems and ungodly expensive.
Went to Charter/Spectrum. TV service would pixelate and not so great service. Price was great for 300/7 internet.
Now my HOA got a sweet deal with Frontier. No problem or downtime in 2 years. Have 500/500 internet!

 

[B4U]

And when are they going to compensate for the 💩 that they have caused by having those 2 security breaches and leaked onto the dark web? 🤬

 

[jordanlucero]

makes cents!

 

[cocky jeremy]

Ha Ha Ha Ha Ha HA!... Ha Ha Ha Ha Ha HAH! Snot is pouring out of my nose because I’m laughing so hard. I spent 34 years working in a central switching office for these bozos and all I can get at my home is 10mbps DSL. I have symmetrical 1Gbps service from Spectrum that is rock solid. AT&T fiber nowhere on the horizon for me but my son had 1Gbps from AT&T fiber and rarely got to 500mbps where he lived.

I had AT&T Fiber for years. It was amazing. I almost always pulled 940/940 and not once had to even call them for an issue. At absolute most, I'd unplug the router every several months, and even that was rare.

 

[lkrupp]

I had AT&T Fiber for years. It was amazing. I almost always pulled 940/940 and not once had to even call them for an issue. At absolute most, I'd unplug the router every several months, and even that was rare.

I’m running about the same with Spectrum. As I said AT&T fiber show no signs at all of coming down my street anytime soon and I live in the downtown area of a city of 25,000. Spectrum serves the entire city while AT&T cherry picks its way through high income neighborhoods.

 

[cocky jeremy]

I’m running about the same with Spectrum. As I said AT&T fiber show no signs at all of coming down my street anytime soon and I live in the downtown area of a city of 25,000. Spectrum serves the entire city while AT&T cherry picks its way through high income neighborhoods.

I moved and lost AT&T. They're literally across the road from me, but nothing where I live yet. I had to go to Spectrum, but it kind of sucks because it's 1 Gbps down, but the upload is crap. Like 40 Mbps.

 

[procksa49er1120]

AT&T Fiber customers must be using an AT&T-provided gateway to be eligible for downtime compensation, and again, outages caused by weather-related events and natural disasters are not included. AT&T also does not count outages caused by downed or cut cable wires at a customer residence, issues with wiring inside a customer's home, and outages resulting from planned maintenance.

Sooooo basically the only thing covered is random equipment failure or car takes out utility box... AKA customers will never see a credit because 8/10 outages are cuts from construction, weather related, and planned maintenance.