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 today announced a new AT&T Guarantee customer service initiative that offers "an elevated experience" with

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.

Called the AT&T Guarantee, the new initiative promises that users won't be billed for days when the company's network goes down. The offer, which goes live

After a series of issues last year, AT&T is starting 2025 with a promise that it will be better going forward.

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.

AT&T is trying to address one of the biggest frustrations for wireless phone and internet customers — losing service to outages and still paying for it. Dallas-based telecom giant AT&T has heard the complaints and is launching a bill credit guarantee to stop customers for paying for service on days when they lose service for a significant amount of time.