After many AT&T customers experienced a major network outage earlier this week, the company announced a plan to “help fix it.”
The mobile network shared the compensation plan in a statement titled “Make it Right” on its website.
“We apologize for the network outage on Thursday,” the statement began. “We are aware of the frustration this outage has caused and we know we have let many of our customers down. We understand that this may have affected their ability to connect with family, friends and others. It may have affected small business owners, potentially disrupting an essential way to connect with customers.”
To “help remedy this,” AT&T said it will “reach out to potentially affected customers” and “automatically apply a credit to their accounts.”
The credit will be valued at $5, which is the “average cost of a full day of service,” according to AT&T.
“We want to reassure our customers of our commitment to reliable connectivity – anytime, anywhere,” the statement said. “We are also taking steps to prevent this from happening again in the future. Our priority is to constantly improve and ensure our customers stay connected.”
According to the statement, a $5 credit will be added to the accounts of affected AT&T WirelessSM customers and should be applied within two billing cycles.
Photo illustration of the AT&T logo displayed on a smartphone screen.
Rafael Henrique/SOPA Images/LightRocket via Getty
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The offer “does not apply to AT&T Business, AT&T Prepaid or Cricket,” the company noted.
A widespread outage on Thursday affected thousands across the country for several hours before it was resolved.
AT&T announced that wireless service has been restored to affected customers in a statement released Thursday around 3:00 PM EST.
We sincerely apologize to them, says the press release. “Keeping our customers connected remains our top priority, and we’re taking steps to ensure our customers don’t experience this again in the future.”
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On Friday, a company letter written by CEO John Stankey said the cause of the outage was a technical error.
“Our initial review of the cause of Thursday’s outage indicates that it was due to the application and execution of a faulty process used during our network expansion work,” the CEO wrote in a letter titled “Resolving the February 22 Outage.”
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“We are investing billions in developing our network and providing an even more exceptional user experience. This is both a point of pride and a challenge that always requires care and focus,” he continued.
Later in the letter, Stankey added that “moments like this are a test of resilience.”
“This is not our first network outage, and it won’t be our last — unfortunately, it’s the reality of our business,” he wrote. “What matters most is how we respond, adapt and improve to deliver the service our customers need and expect.”
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Source: HIS Education