AT&T has unveiled a groundbreaking initiative to enhance reliability and transparency for its consumer and small business customers.
Under the new program, the telecommunications giant promises dependable connectivity, competitive offerings, and a unique guarantee to promptly address service disruptions.
The initiative introduces automatic bill credits for customers experiencing outages—20 minutes or more for fiber internet and 60 minutes or more for wireless services. Small business customers are also set to benefit from tailored support during disruptions, reinforcing AT&T’s commitment to reliability.
The company promises transparent pricing for fiber customers with no hidden fees or equipment charges. Additionally, customers will gain quick access to technical support, with representatives available within five minutes or via a call-back option.
AT&T further guarantees same-day or next-day technician visits and pledges to resolve issues swiftly if these commitments are unmet.
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Jenifer Robertson, President and General Manager of AT&T Mass Markets & Mobility, highlighted the company’s transformative approach:
“We’ve been on a multi-year journey to improve the customer experience, placing our customers at the heart of everything we do. Since 2019, we’ve invested over $140 billion in our network and almost a billion dollars in customer care and operations. That has brought us to where we are today—becoming the first and only carrier that offers a guarantee for wireless and fiber networks.
“From offering faster solutions and enhancing the digital experience, to meeting customers on their terms and using GenAI for an expert touch, we’re committed to raising the bar in the industry. This isn’t about maintaining the status quo; it’s about redefining it.”
