AT&T promises to email or text customers when there’s an outage and credit them for a full day’s worth of service if the outage meets its criteria. Those include fiber outages lasting at least 20 minutes and “wireless downtime lasting 60 minutes or more caused by a single incident impacting 10 or more towers.

The company said Wednesday that going forward, customers will receive a full-day bill credit for any fiber outage longer than 20 minutes or wireless outage of more than one hour. If a customer calling into its telephone support lines has to wait on hold for more than five minutes, they will receive a $5 Visa gift card.

AT&T announced a new guarantee program that will see the telecom giant provide billing credits to wireless and fiber customers who are impacted by service outages.

Starting Thursday, individual AT&T customers and small businesses that experience a fiber outage of more than 20 minutes or a wireless outage of more than an hour will automatically receive a full-day bill credit. Customers who call the company’s technical support line and are put on hold for more than five minutes will receive a $5 Visa gift card.

The AT&T Guarantee program will issue credits to a customer's account if a significant outage occurs on their wireless or fiber service.

U.S. telecom giant AT&T said on Wednesday it would offer bill credits for network outages as part of a new initiative to attract customers, after the industry experienced several significant disruptions in 2024.

Losing access to the internet because of a network disruption isn’t fun. But what feels like rubbing salt in the wound is still having to pay for time you couldn’t connect to the service. AT&T customers will soon be spared from this thanks to the company’s new guarantee.

There are two categories of customers eligible for these credits, AT&T explains: Wireless customers who experience an outage of 60 minutes or more (so long as the outage is “caused by a single incident impacting 10 or more towers.