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

Internet Backup: Req. an active AT&T Fiber plan and BGW320 or BGW620 residential gateway and an eligible active unlimited postpaid AT&T Wireless plan, or an active AT&T OneConnect plan with home internet activated, a BGW320 or BGW620 residential gateway and an eligible active wireless phone line. Backup service may be unavailable in certain areas and will not work during power outages. Account holder and authorized wireless user must activate Internet Backup feature via the Smart Home Manager app. Customers’ names and addresses on the fiber and wireless accounts need to match to be eligible. The smartphone for the authorized wireless line must be at home for the duration of the Fiber outage. Location tracking must be enabled on all devices. Android Devices only: Call managing must be enabled. Wireless Data Restrictions: AT&T may temporarily slow data speeds if the network is busy. Speed, coverage, and performance not guaranteed. Feature subject to change and may be discontinued at anytime without notice. Feature and both services subject to the AT&T Customer Service Agreement (att.com/CSA) and AT&T’s network management practices (att.com/broadbandinfo). 

Network Wireless Outage: Eligibility requires Consumer Postpaid wireless voice line on account in good standing. AT&T OneConnect, AT&T Build-A-Plan, AT&T Prepaid, and FirstNet customers are not eligible. 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 8 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. AT&T OneConnect customers are not eligible. 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 for which advance notice is provided to the customer. 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. 

Network Internet Air Outage: Residential AT&T Internet Air customers only. To qualify, customers must use AT&T-provided gateways. Eligible customers may receive a bill credit if AT&T determines, in its sole discretion, that there has been a qualifying outage, and that outage lasts more than 20 minutes. Excludes events beyond the control of AT&T, including but not limited to, natural disasters, weather-related events, and power outages at customer premises. Customers will receive notice of eligibility for bill credit when notified of a qualifying outage. Value of bill credit will be calculated using the daily rate customer is charged for service only (excludes taxes, fees, and any add-on services), including 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. 

Care: Schedule a callback for support. Eligible callbacks available for customers with one of the following: (i) consumer postpaid mobility (excludes AT&T Build-A-Plan and FirstNet), (ii) residential fiber service, (iii) AT&T Internet Air, or (iv) AT&T OneConnect.  Must call 611 or 800.331.0500 (wireless) or 800.288.2020 (AT&T Fiber or AT&T Internet Air) and follow prompts to be routed to an agent. Customers with both qualifying wireless and fiber services may call either support number. 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 and AT&T OneConnect (solely related to home internet service) 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. 

Care: When you have AT&T Fiber with Wireless, your tech support call stays with one knowledgeable agent from start to finish. Guaranteed, or we’ll make it right. Applies only to customers with both AT&T Fiber and consumer postpaid mobility services or AT&T OneConnect (excludes AT&T Build-A-Plan and FirstNet). Must call either 611 or 800.331.0500 (wireless) or 800.288.2020 (fiber) and follow prompts to be routed for technical support assistance. If customer is transferred to another technical agent during the call, customer is eligible for a benefit. AT&T Guarantee does not apply during 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 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.