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AT&T (T) is attempting to mend a broken fence after it frustrated millions of customers nationwide last year.
AT&T faced a nationwide wireless service outage on Feb. 22, 2024, that lasted for more than 12 hours. After an investigation, the Federal Communications Commission found that the outage affected customers in all 50 states, blocking 92 million phone calls and more than 25,000 attempts to reach 911.
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The FCC also found that the outage began after AT&T “implemented a network change with an equipment configuration error.”
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Days after the outage, AT&T apologized to customers for the service disruption and issued a $5 credit to “potentially impacted” customers, which it claimed is the “average cost of a full day of service.” The credit did not apply to AT&T’s Business customers or those under prepaid plans or have Cricket Wireless accounts.
After the outage, AT&T faced sharp criticism from customers over the reliability of its services, especially after it suffered a massive data breach where hackers stole the data of about 73 million current and former AT&T customers in April.
AT&T reveals new 'guarantee' to customers
Now, it appears that the company is hoping to win back trust from customers with a new offer. AT&T revealed that starting Jan. 9, it is offering customers a “guarantee” that promises reliable connectivity, deals and “friendly service,” according to a new press release.
AT&T now vows to “work diligently to restore service and make it right” for fiber customers who experience an outage that lasts 20 minutes or more, and for wireless customers who suffer an outage for 60 minutes or more. Customers will also automatically receive a bill credit that equals a full day of service.
AT&T also promises more deals for new and existing customers. The company also states that it will speed up tech support wait times, aiming to connect customers to “a friendly tech expert” within five minutes, and will give customers the option to schedule a callback at the time that they choose.
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In addition, AT&T will be offering fiber customers who need assistance with their equipment same or next-day technician availability.
“If we fall short of this – we're going to take action to make it right,” said AT&T in the press release. “No other carrier has offered a guarantee as comprehensive as this, spanning our network, our care and our deals. We’re the first and only carrier that offers a guarantee for wireless and fiber networks.”