AT&T

att-guarantee

Network

Proactive bill credits for qualifying network outages1

Value

The best deals on any smartphone without requiring the most expensive plan2

Service

Reward card if your technical support wait time is 5+ minutes and you&rsquo;re not offered a callback3

AT&amp;T is the first and only carrier that offers a guarantee for wireless and fiber networks.

We all know what it feels like getting cut off in the middle of something important. Whether you&rsquo;re calling home for the holidays, interviewing for your dream job, or streaming a movie for family night&mdash;if you experience a network interruption, you can count on us to fix it fast to get you back up and running. Plus, we&#39;ll credit you for a full day of service.

You can rest easy knowing you get our best deals on any smartphone without needing to have our most expensive plan. Plus, no hidden fees or equipment charges with AT&amp;T Fiber.

Running into any issues? You can rely on our quick technical support. Our team is available to resolve issues quickly, ensuring minimal disruption to your productivity. Whether it&#39;s troubleshooting over the phone or arranging a same-day technician appointment, we prioritize providing you with the best care.

We value our customers, and we believe that connecting changes everything. We&rsquo;re committed to providing reliable connectivity with value-led pricing and customer-first care, or we&rsquo;ll make it right.

With the AT&amp;T Guarantee, customers can expect:

<ol>
	<li>Connectivity you depend on.&nbsp; If there&rsquo;s a network interruption, we&rsquo;ll fix it fast and credit you a full day of service.1&nbsp; Guaranteed.</li>
	<li>Deals you want. Our best deals on smartphones don&#39;t require the most expensive plan like our competitors do.2 And no hidden fees or equipment charges with fiber. Guaranteed.</li>
	<li>Prompt, friendly service you deserve. Speak to a friendly tech expert within five minutes or schedule a callback at a time that you choose.3 Plus, same or next day technician availability. Guaranteed.</li>
</ol>

Yes, the AT&amp;T Guarantee covers both <a href="/wireless/" rel="noreferrer noopener" target="_self">wireless</a> and <a href="/internet/fiber/" rel="noreferrer noopener" target="_self">fiber internet service</a>. With AT&amp;T service, you get connectivity you depend on. If you do experience a network interruption, we&rsquo;ll fix it fast and credit you for a full day of service1.&nbsp; And, get the deals you want, with our best deals on smartphones with your choice of our best wireless plans2 and no hidden fees or equipment charges with AT&amp;T Fiber.

AT&amp;T has established certain metrics we believe will help us better align with our customers&rsquo; expectations for their AT&amp;T services and for the interactions they have with our representatives, technicians and care agents. We regularly monitor these metrics to evaluate how we are performing.

If we fail to live up to a particular metric, we may present the impacted customer with a bill credit, reward card, or other benefit to help reflect our commitment to meet the standards we have set for ourselves and make it right to our customers.

While certain benefits may have a monetary component, like a bill credit or reward card, if you qualify for a benefit, the primary purpose is to serve as acknowledgement that we have come up short of our own expectations in terms of the customer experience we are seeking to deliver. Benefits may or may not be calculated to directly compensate for a particular issue you experienced. The value of any benefit may also vary depending on factors unique to you, like the services you purchase from us or how you choose to take advantage of the benefit.&nbsp;

If you qualify for a benefit, you&rsquo;ll receive an e-mail or other communication to notify you and, if applicable, to walk you through how to claim your benefit.

Benefits may be time-limited, may expire and/or your eligibility may expire if you don&rsquo;t follow the required steps to claim and/or activate the benefit.&nbsp; If you receive a benefit, be sure to read the benefit terms and conditions closely and follow any instructions to claim and/or activate the benefit.

For consumer customers, the bill credit amounts will depend on your base monthly recurring charges, excluding taxes and fees. We understand the importance of staying connected, so we&rsquo;ll credit you at least one full day of service even if the qualifying outage lasted less than one day.

If your AT&amp;T Wireless or AT&amp;T Fiber service falls short of the AT&amp;T Guarantee commitments, you&rsquo;ll receive a proactive communication from AT&amp;T with instructions how to redeem your reward card or when a bill credit will be issued. When you redeem your reward card, you&rsquo;ll receive a confirmation communication. The opportunity to redeem your benefit will have an expiration date, so be sure to follow the steps within the specified time frame.

When our commitment is not met, we will proactively send you a communication with information regarding the benefit you are eligible for. If you don&rsquo;t receive a communication, please contact us.

The AT&amp;T Guarantee covers AT&amp;T Fiber and postpaid wireless customers with the goal of providing consumers with a level of care and concern that reflects <a href="https://about.att.com/pages/corporate-profile" rel="noreferrer noopener" target="_blank">our core company values</a>. While it&rsquo;s not a warranty of service, nor does it replace any of the rights a customer may have under our <a href="/consumerserviceagreement" rel="noreferrer noopener" target="_self">Consumer Services Agreement</a>, it&rsquo;s a promise about what AT&amp;T will do for customers whose experience falls short of our standards.

For small business customers, learn more about the AT&amp;T Guarantee at&nbsp;<a href="/businessguarantee" target="_self">att.com/businessguarantee</a>.

Network Wireless Outage: Eligibility requires Consumer Postpaid wireless voice line on account in good standing (excludes FirstNet). Eligible customers may receive a bill credit if AT&amp;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&amp;T, including but not limited to, natural disasters, weather-related events, or outages caused by third parties. AT&amp;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) &ndash; 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&amp;T or visiting an AT&amp;T store.

Network Fiber Outage: Residential AT&amp;T Fiber customers only. To qualify, customers must use AT&amp;T-provided gateways. Customers in multi-dwelling units who do not have an account with AT&amp;T are not eligible. Eligible customers may receive a bill credit or reward card if AT&amp;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&amp;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) &ndash; 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&amp;T but are not billed by AT&amp;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&amp;T call back when it&rsquo;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&amp;T, including but not limited to natural disasters, weather-related events or acts by third parties, the AT&amp;T Guarantee does not apply. The AT&amp;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&amp;T Fiber customers only. Same or next day technician appointment availability applies only during normal business hours. Appointment times at sole discretion of AT&amp;T. Customer is entitled to benefit only if no same or next day appointment is available. AT&amp;T may not be able to schedule or send technicians due to events beyond the control of AT&amp;T, including but not limited to, natural disasters, weather-related events or acts by third parties, in which case AT&amp;T Guarantee does not apply. The AT&amp;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.

Connectivity you depend on.Deals you want.Service you deserve.

Connectivity you depend on.
Deals you want.
Service you deserve.