"54% of respondents feel that outage credits should be automatic. Twenty-eight percent of customers want outage credits to begin after one hour and 26% after three hours. Seventy-one percent of survey respondents say that outages lasting one hour or more should qualify for the credits. Overall, 69% of customers feel that people deserve compensation in some form when their internet or wireless goes down."
""[A]s Fast Company reported, Verizon customers had to redeem this credit rather than have it applied automatically," Wheelwright wrote. "That means customers had to be aware of the refund credit in the first place, then use the myVerizon app to apply the credit to their account. All of which puts the burden on the customer to ensure the bill is fair.""
"Service providers are paying attention. For instance, in January 2025, AT&T announced AT&T Guarantee, which offered a service guarantee across its wireless and fiber networks, including automatic credits when an outage happens. The offer was aimed at the carrier's consumer and small business customers."
A survey of 1,000 Americans found that 69% of respondents believe people deserve compensation when internet or wireless service goes down. Fifty-four percent want outage credits to be automatic. Twenty-eight percent want credits to start after one hour, and 26% after three hours. Seventy-one percent say outages lasting one hour or more should qualify for credits. The survey points to customer burden when credits require redemption through a provider app, which can make billing feel unfair. Service providers are responding, including AT&T’s AT&T Guarantee that offers automatic credits during outages across wireless and fiber networks. Customer satisfaction efforts are increasingly important as competition grows.
Read at Telecompetitor
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