AT&T Promises Bill Credits For Future Outages (arstechnica.com)
(Thursday January 09, 2025 @05:00AM (BeauHD)
from the embarrassing-blunders dept.)
An anonymous reader quotes a report from Ars Technica:
> AT&T, following [1]last year's embarrassing botched update that kicked every device off its wireless network and blocked over 92 million phone calls, is now [2]promising full-day bill credits to mobile customers for future outages that last at least 60 minutes and meet certain other criteria. A similar promise is being made to fiber customers for unplanned outages lasting at least 20 minutes, but only if the customer uses an AT&T-provided gateway. The "AT&T Guarantee" [3]announced today has caveats that can make it possible for a disruption to not be covered. AT&T says the promised mobile bill credits are "for wireless downtime lasting 60 minutes or more caused by a single incident impacting 10 or more towers."
>
> The full-day bill credits do not include a prorated amount for the taxes and fees imposed on a monthly bill. The "bill credit will be calculated using the daily rate customer is charged for wireless service only (excludes taxes, fees, device payments, and any add-on services," AT&T [4]said . If an outage lasts more than 24 hours, a customer will receive another full-day bill credit for each additional day. If only nine or fewer AT&T towers aren't functioning, a customer won't get a credit even if they lose service for an hour. The guarantee kicks in when a "minimum 10 towers [are] out for 60 or more minutes resulting from a single incident," and the customer "was connected to an impacted tower at the time the outage occurs," and "loses service for at least 60 consecutive minutes as a result of the outage."
>
> The guarantee "excludes events beyond the control of AT&T, including but not limited to, natural disasters, weather-related events, or outages caused by third parties." AT&T says it will determine "in its sole discretion" whether the disruption is "a qualifying" network outage. "Consumers will automatically receive a bill credit equaling a full day of service and we'll reach out to our small business customers with options to help make it right," AT&T said. When there's an outage, AT&T said it will "notify you via e-mail or SMS to inform you that you've been impacted. Once the interruption has been resolved, we'll contact you with details about your bill credit." If AT&T fails to provide the promised credit for any reason, customers will have to call AT&T or visit an AT&T store.
>
> To qualify for the similar fiber-outage promise, "customers must use AT&T-provided gateways," the firm said. There are other caveats that can prevent a home Internet customer from getting a bill credit. AT&T said the fiber-outage promise "excludes events beyond the control of AT&T, including but not limited to, natural disasters, weather-related events, loss of service due to downed or cut cable wires at a customer residence, issues with wiring inside customer residence, and power outages at customer premises. Also excludes outages resulting from planned maintenance." AT&T notes that some residential fiber customers in multi-dwelling units "have an account with AT&T but are not billed by AT&T for Internet service." In the case of outages, these customers would not get bill credits but would be given the option to redeem a reward card that's valued at $5 or more.
[1] https://mobile.slashdot.org/story/24/02/22/2127240/att-restores-service-after-massive-nationwide-outage
[2] https://arstechnica.com/tech-policy/2025/01/att-promises-bill-credits-for-outages-see-fine-print-many-exceptions-apply/
[3] https://about.att.com/story/2025/guarantee.html
[4] https://www.att.com/why-att/guarantee/?source=EC1NAT10600aff12A&cjevent=d3706641cdfe11ef8048001b0a1eba24&wtExtndSource=100017430
> AT&T, following [1]last year's embarrassing botched update that kicked every device off its wireless network and blocked over 92 million phone calls, is now [2]promising full-day bill credits to mobile customers for future outages that last at least 60 minutes and meet certain other criteria. A similar promise is being made to fiber customers for unplanned outages lasting at least 20 minutes, but only if the customer uses an AT&T-provided gateway. The "AT&T Guarantee" [3]announced today has caveats that can make it possible for a disruption to not be covered. AT&T says the promised mobile bill credits are "for wireless downtime lasting 60 minutes or more caused by a single incident impacting 10 or more towers."
>
> The full-day bill credits do not include a prorated amount for the taxes and fees imposed on a monthly bill. The "bill credit will be calculated using the daily rate customer is charged for wireless service only (excludes taxes, fees, device payments, and any add-on services," AT&T [4]said . If an outage lasts more than 24 hours, a customer will receive another full-day bill credit for each additional day. If only nine or fewer AT&T towers aren't functioning, a customer won't get a credit even if they lose service for an hour. The guarantee kicks in when a "minimum 10 towers [are] out for 60 or more minutes resulting from a single incident," and the customer "was connected to an impacted tower at the time the outage occurs," and "loses service for at least 60 consecutive minutes as a result of the outage."
>
> The guarantee "excludes events beyond the control of AT&T, including but not limited to, natural disasters, weather-related events, or outages caused by third parties." AT&T says it will determine "in its sole discretion" whether the disruption is "a qualifying" network outage. "Consumers will automatically receive a bill credit equaling a full day of service and we'll reach out to our small business customers with options to help make it right," AT&T said. When there's an outage, AT&T said it will "notify you via e-mail or SMS to inform you that you've been impacted. Once the interruption has been resolved, we'll contact you with details about your bill credit." If AT&T fails to provide the promised credit for any reason, customers will have to call AT&T or visit an AT&T store.
>
> To qualify for the similar fiber-outage promise, "customers must use AT&T-provided gateways," the firm said. There are other caveats that can prevent a home Internet customer from getting a bill credit. AT&T said the fiber-outage promise "excludes events beyond the control of AT&T, including but not limited to, natural disasters, weather-related events, loss of service due to downed or cut cable wires at a customer residence, issues with wiring inside customer residence, and power outages at customer premises. Also excludes outages resulting from planned maintenance." AT&T notes that some residential fiber customers in multi-dwelling units "have an account with AT&T but are not billed by AT&T for Internet service." In the case of outages, these customers would not get bill credits but would be given the option to redeem a reward card that's valued at $5 or more.
[1] https://mobile.slashdot.org/story/24/02/22/2127240/att-restores-service-after-massive-nationwide-outage
[2] https://arstechnica.com/tech-policy/2025/01/att-promises-bill-credits-for-outages-see-fine-print-many-exceptions-apply/
[3] https://about.att.com/story/2025/guarantee.html
[4] https://www.att.com/why-att/guarantee/?source=EC1NAT10600aff12A&cjevent=d3706641cdfe11ef8048001b0a1eba24&wtExtndSource=100017430