Get Automatic Refunds for Internet and Cable Outages: New Bill Proposed

A new bill introduced in the U.S. Senate aims to make broadband, cable, and telephone providers automatically credit customers for prolonged service outages. The Outage Refund Guarantee Act, sponsored by Sen. Ben Ray Luján (D-N.M.), would require automatic bill credits for any outage lasting more than four hours.

Key Provisions of the Bill

• Automatic credits: Customers would receive a credit equal to one-thirtieth of their monthly bill for every four-hour outage period, applied automatically to their account.
• Expanded customer service requirements: The FCC would be directed to expand customer service rules to broadband, satellite TV, and voice providers, including accessibility standards for people with disabilities.
• Ban on "skip waiting" fees: The bill would prohibit fees for skipping wait times when contacting customer service.
• Missed appointment standards: The FTC would set standards for missed service appointments and examine equipment return burdens for customers with disabilities or without transportation.
• Record retention: Providers would be required to retain customer service call recordings for at least one year.

Why This Matters

Recent major outages have highlighted the need for better consumer protections. An AT&T outage in February 2024 blocked over 92 million calls, including 25,000 to 911. A Verizon outage in January received over 2.3 million user reports. Currently, most providers require customers to request credits themselves, which can be a burdensome process.

Susan Weinstock, CEO of the Consumer Federation of America, said: "The consumer should not be expected to beg for refunds on services they didn't get." The bill is supported by Public Knowledge and the National Consumer Law Center.

This legislation could significantly improve the customer experience for millions of Americans who rely on these services for work, safety, and daily life.