AT&T Guarantee: Reliable Connectivity & Service | AT&T

Network Wireless Outage: Eligibility requires Consumer Postpaid wireless voice line on account in good standing (excludes FirstNet). Applies in the United States only (excludes U.S. territories). Eligible customers may receive a bill credit if AT&T determines, in its sole discretion, that there has been a qualifying wireless network outage (minimum 10 towers out for 60 or more minutes resulting from a single incident) and the customer: (i) was connected to an impacted tower at the time the outage occurs; and (ii) loses service for at least 60 consecutive minutes as a result of the outage. 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 will identify lines qualifying for an outage bill credit and notify the account holder via SMS or email. Value of 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) – i.e., monthly rate/days in month. For each qualifying outage, customer will be eligible for a bill credit equal to one day. If outage lasts for more than 24 hours, customer will receive credit for each additional day of the outage. In no circumstance will the credit(s) be more than the monthly rate the customer pays for wireless service. Bill credits will be applied within 1-2 billing cycles. Wireless outage credits not covered proactively may be provided by calling AT&T or visiting an AT&T store.

Network Fiber Outage: Residential AT&T Fiber customers only. To qualify, customers must use AT&T-provided gateways. Customers in multi-dwelling units who do not have an account with AT&T are not eligible. Eligible customers may receive a bill credit or reward card if AT&T determines, in its sole discretion, that there has been a qualifying fiber network outage, and the outage lasts more than 20 minutes. 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. Customers will receive notice of eligibility for benefit when notified of a qualifying outage. Value of bill credit or reward card will be calculated using the daily rate customer is charged for internet service only (excludes taxes, fees, and any add-on services) – i.e., monthly rate/days in month. For each qualifying outage, customer will be eligible for a bill credit equal to one day. If outage lasts for more than 24 hours, customer will receive credit for each additional day of the outage. In no circumstance will the credit(s) be more than the monthly rate the customer pays for internet service.  Bill credits will be applied within 1-2 billing cycles. In lieu of a bill credit, qualifying customers in multi-dwelling units who have an account with AT&T but are not billed by AT&T for internet service, will be eligible to redeem a reward card. The minimum reward card value is $5. Customer must redeem within thirty (30) days of notice or other such time as indicated on the notification. Failure to redeem within the stated time forfeits right to benefit.

Care: Schedule a callback for technical support. Eligible callbacks available for customers with technical support issues relating to consumer postpaid mobility or residential fiber service only (excludes FirstNet). Must call 611 or 800.331.0500 (wireless) or 800.288.2020 (fiber) and follow prompts to be routed for technical support assistance. Once routed to the technical support queue, for hold times over five (5) minutes, customer can either schedule a time for a callback or agree to have AT&T call back when it’s their turn and not lose their place in queue. Customer will be eligible for a benefit if (i) customer does not receive a callback by five (5) minutes past their scheduled or announced callback time, (ii) customer is not offered a callback and waits more than 5 minutes, or (iii) customer answers callback and waits on hold again for more than 5 minutes. If any of the above occurs due to events beyond the control of AT&T, including but not limited to natural disasters, weather-related events or acts by third parties, the AT&T Guarantee does not apply. The AT&T Guarantee will also not apply during labor stoppages. Customers with valid email addresses will receive notification of entitlement to benefit. Customer must redeem within thirty (30) days of notice or other such time as indicated on the email notification. Failure to redeem within the stated time forfeits right to benefit.

Care: Same or next day technician appointment availability. Residential AT&T Fiber customers only. Same or next day technician appointment availability applies only during normal business hours. Appointment times at sole discretion of AT&T. Customer is entitled to benefit only if no same or next day appointment is available. AT&T may not be able to schedule or send technicians due to events beyond the control of AT&T, including but not limited to, natural disasters, weather-related events or acts by third parties, in which case AT&T Guarantee does not apply. The AT&T Guarantee will also not apply during labor stoppages. Excludes rescheduled appointments. Customers with valid email addresses will receive notification of entitlement to benefit. Customer must redeem within thirty (30) days of notice or other such time as indicated on the email notification. Failure to redeem within the stated time forfeits right to benefit.