AT&T is the first and only carrier that offers a guarantee for business wireless and fiber networks. New and existing eligible customers are proactively covered by the AT&T Guarantee at no extra charge.
Fiber and wireless guarantee
We’ll have your back, or we’ll make it right. Eligible AT&T customers are now covered by the AT&T Guarantee with no extra charge.
If you've experienced a qualifying outage¹, we'll notify you via e-mail that you've been impacted. Once the interruption has been resolved, we'll e-mail you a link to the redemption portal where you can choose your benefit.
Our best deals on any smartphone don't require the most expensive plan like our competitors do. And, no annual contracts or equipment charges with Business Fiber.²
If your wait time for support exceeded 5 minutes³, and you are not offered a callback, or you couldn't schedule a same or next-day internet technician appointment, we'll e-mail you a link to the redemption portal where you can choose your benefit.
AT&T is the first and only carrier that offers a guarantee for wireless and fiber networks.
Network Choose a benefit for qualifying network outages1 |
Value The best deals on any smartphone without requiring the most expensive plan2 |
Service Choose a benefit if your technical support wait time is 5+ minutes and you’re not offered a callback3 |
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Verizon Business |
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T-Mobile for Business |
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Comcast Business |
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Spectrum Business |
1Fiber downtime lasting 20 minutes or more. Wireless downtime lasting 60 minutes or more caused by a single incident impacting 10 or more towers. Restrictions and exclusions apply.
2Offers vary by device. Restrictions may apply. 3Five minutes begins once customer is routed to technical support assistance.
Network: Wireless downtime bill credits
Eligibility requires small business postpaid wireless voice and/or data line on account in good standing (excludes FirstNet, IoT, in-building solutions, and AT&T Internet Air for Business). Applies in the United States only (excludes U.S. territories).
Eligible customers may receive a bill credit or other benefit if AT&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:
a. was connected to an impacted tower at the time the outage occurs; and
b. loses service for at least 60 consecutive minutes as a result of the outage.
Excludes events beyond the control of AT&T, including but not limited to, natural disasters, weather-related events, or outages caused by third parties.
AT&T will identify lines qualifying for a benefit and notify the account holder via email. For each affected voice and/or data line, qualifying customers will be eligible to redeem a choice of a bill credit or other benefit per day per qualifying outage incident. Customer must redeem benefit within thirty (30) days of any such notice. Failure to redeem within thirty (30) days forfeits right to benefit. Maximum of one benefit issued per line per day. If selected, bill credits will be applied within 1-2 billing cycles after redemption. In no circumstance will the credit(s) in any month be more than the monthly rate the customer pays for wireless service.
Wireless outage credits not covered proactively may be provided by calling AT&T.
Network: Fiber downtime bill credits
Small business AT&T Business Fiber and AT&T Dedicated Internet on fiber access customers only within the AT&T 21-state footprint (Alabama, Arkansas, California, Florida, Georgia, Illinois, Indiana, Kansas, Kentucky, Louisiana, Michigan, Mississippi, Missouri, Nevada, North Carolina, Ohio, Oklahoma, South Carolina, Texas, Tennessee, and Wisconsin). To qualify, AT&T Business Fiber customers must use AT&T-provided gateways.
Eligible AT&T Business Fiber customers may receive a bill credit or other benefit if AT&T determines, in its sole discretion, that there has been a qualifying fiber network outage, and the outage lasts more than 20 minutes. Eligible AT&T Dedicated Internet customers may receive a bill credit as set forth in the applicable Service Guide if AT&T determines, in its sole discretion, that there has been a qualifying network outage, and the outage lasts more than 20 minutes.
a. Excludes events beyond the control of AT&T, including but not limited to, natural disasters, weather-related events, loss of service due to downed or cut cable wires at a customer account designated address, issues with wiring inside customer account designated address, 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.
For each qualifying outage, qualifying customers will be eligible to redeem a choice of a bill credit or other benefit. Customer must redeem benefit 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. Maximum of one benefit issued per circuit per day. If selected, bill credits will be applied within 1-2 billing cycles after redemption. In no circumstance will the credit(s) in any month be more than the monthly rate the customer pays for internet service.
Customer-first Care: Minimized wait time for technical support
Available for small business customers with technical support issues relating to postpaid mobility, AT&T Business Fiber or AT&T Dedicated Internet on fiber access service only. Must call 800.331.0500 (small business wireless support) or 800.321.2000 (small business fiber support) or 800.235.7524 (small business AT&T Dedicated Internet support) during normal business hours and follow prompts to be routed for technical support assistance. Once routed to the technical support queue customer will be eligible for a benefit if customer is not offered a callback and experiences a hold time of more than 5 minutes. If the above occurs due to events beyond the control of AT&T, including but not limited to, natural disasters, weather-related events or acts by third parties, the AT&T Guarantee does not apply. The AT&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.
Customer-first care: Same or next day appointment availability
Small business AT&T Business Fiber and AT&T Dedicated Internet on fiber access customers only within the AT&T 21-state footprint (Alabama, Arkansas, California, Florida, Georgia, Illinois, Indiana, Kansas, Kentucky, Louisiana, Michigan, Mississippi, Missouri, Nevada, North Carolina, Ohio, Oklahoma, South Carolina, Texas, Tennessee, and Wisconsin). Same or next day technician appointment availability applies only for repair appointments during normal business hours. Appointment times at sole discretion of AT&T. For Business Fiber, customer is entitled to benefit only if no same or next day appointment is available. For AT&T Dedicated Internet, customer is entitled to benefit only if the technician does not arrive the same day or business next day. AT&T may not be able to schedule or send technicians due to events beyond the control of AT&T, including but not limited to, natural disasters, weather-related events or acts by third parties, in which case AT&T Guarantee does not apply. The AT&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.
