Title: AT&T Offers Credit for Network Outages and Prolonged Customer Service Wait Times
AT&T is looking to enhance its customer service, and one method it's employing is by offering bill credits for extended internet outages and lengthy phone wait times. From now on, customers will receive a full-day credit for fiber outages exceeding 20 minutes or wireless outages over an hour. Moreover, users who endure hold times exceeding five minutes on the phone support line will receive a $5 Visa gift card.
Although this may seem minimal, the cumulative costs could provide AT&T an incentive to improve its operations. The policy bears resemblance to European airline regulations, which require compensation for delays, reportedly boosting on-time arrivals.
In 2024, AT&T encountered several widespread network outages, potentially detrimental in an increasingly connected world. Zoom interviews, homework assignments, and streaming sports can be disrupted, causing major inconveniences. Furthermore, many regions of the U.S., particularly rural areas, have limited internet service providers, leaving consumers with fewer choices. SpaceX's Starlink and ongoing FCC investments in rural broadband are partially addressing this issue.
According to the New York Times, AT&T's new policy is part of its $750 million customer service investment over the past four years. Kellyn Smith Kenny, AT&T's chief marketing and growth officer, asserts that while network outages haven't increased lately, the company is launching a dedicated website where users can verify outage status to avoid social media inquiries.
In the future, this customer-friendly policy from AT&T, incorporating tech-driven solutions like a dedicated outage verification website, could become a standard in the industry. Furthermore, as technology advances, AT&T might explore integrating AI and machine learning into its network management systems to prevent or mitigate outages more efficiently.
