AT&T to refund customers after network outage: Who qualifies?
Last week, AT&T suffered a network outage that last nearly 12 hours, and the company is offering clients a refund as compensation. Find out if you qualify.
Last Thursday, Feb. 22, AT&T users suffered a network outage that lasted almost 12 hours, leaving them incommunicado. Following the communication problems that this caused, the company has offered a refund to its customers.
“We recognize the frustration caused by Thursday’s outage caused and know we let many of our customers down. To help make it right, we are applying a credit to potentially impacted accounts to help reassure our customers of our commitment to reliably connect them- anytime and anywhere,” said AT&T on social networks.
The company said it will take one to two billing cycles to see the credit, depending on when your bill closes.
The company will issue a $5 credit to “potentially affected” AT&T Wireless customers, which it says is the “average cost of a full day of service.” The credit will not apply to customers with AT&T Business or Prepaid plans or those with Cricket Wireless accounts.
According to AT&T, it will contact potentially affected customers via text message or email.
READ ALSO: The strangest tax deductions
READ ALSO: Differences between tax deduction and tax credit
The cause of the AT&T network outage
AT&T CEO John Stankey explained the reasons in a letter to employees. “Our initial review of the cause of Thursday’s outage indicates that it was due to the application and execution of an incorrect process used while we were working to expand our network,” he said.
“We are investing billions to grow our network and deliver an even more exceptional customer experience. This is both a source of pride and a challenge that always requires care and concentration,” he added.
The company further explained that the outage began in the early hours of Thursday.
“We prioritized restoring FirstNet service, consistent with our commitment to our nation’s first responders. The remaining customers were reconnected throughout the morning. Crews worked hard to successfully normalize the network around noon,” said Stankey.
The CEO called the incident “a test of resilience” which gave them a chance to react, adapt and improve to provide the service that their customers “need and expect.”