Wireless Services Department

Internet Services Department

Customer Support Department

AT&T is a global leader in wireless, internet, and communication services, offering cutting-edge 5G technology, fiber internet, and innovative solutions for millions worldwide.

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Network

Proactive bill credits for qualifying network outages1

Value

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

Service

Benefit 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 that includes both wireless and fiber networks.

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.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 benefit or when a bill credit will be issued. When you redeem your benefit, 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>.

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