Double the Downtime

The Double the Downtime offer is a one-time billing adjustment made available as a gesture of goodwill to eligible customers impacted by the recent voice service disruption.

Eligibility:

• Offer is available to active customers with qualifying accounts as of the July billing cycle.
• Limit one redemption per eligible line (determined by active phone number).
• Offer must be redeemed by June 16th, 2025.
• The adjustment covers voice service billing costs only, Taxes/Fees are excluded from the discount and will still be applied on your monthly bill.  

Adjustment Details:

• The Offer provides a one-time adjustment to a future bill, equal to the value of the customer’s estimated outage period.
• Combined with the automatic base adjustment being applied to July bills, this results in total relief equal to approximately double the duration of the service outage.
• Adjustments will be applied only as a bill adjustment on future invoices. They cannot be exchanged for cash, prepaid cards, account balances, device payments, or any other form of payout.

Additional Terms:

• Offer is not transferable and may not be applied retroactively.
• The Offer is not a change in policy, nor a precedent for future events or outages.
• This is a one-time make-good offered in response to extraordinary circumstances and may be modified or withdrawn at any time.
• Employees and participating lines are not eligible for this Offer.

By participating, customers agree to the above terms and acknowledge that this gesture is provided in good faith and without admission of liability.

Double the Downtime is a one-time adjustment offer we’re providing as a gesture of goodwill following the recent service disruption. This additional adjustment roughly totals double the outage time when combining the offer with the automatic adjustment you’re already receiving.

Yes. If you had eligible voice service during the disruption, we’re already covering that downtime – no action needed. That adjustment will appear automatically on your July bill.

The automatic adjustment covers the outage. Double the Downtime is an extra offer: something additional we’re doing to make things right. Together, they add up to about double the value of the service disruption.

The offer is available to customers who had active service during the outage period and who are still active at the time of redemption. One redemption per phone number. 

We know our customers may have questions about automatic adjustment and Double the Downtime offer eligibility. Eligibility is based on account details, and our Customer Care team can confirm if your account qualifies. Contact our customer care team here.

For the base outage adjustment, no. That will automatically appear on your July bill.

For Double the Downtime, YES, it is an opt-in offer. Redeem it by June 16^th by filling out the form here, contacting Customer Care, or visiting one of our retail stores.

The automatic adjustment will appear on your July bill. You’ll see the Double the Downtime adjustment on your July or subsequent monthly bill, depending on your billing cycle and redemption date.

No. This is a one-time bill adjustment that will be applied to your account. It can’t be exchanged, transferred, or converted into cash.

This is not a new policy or precedent. It’s a one-time gesture in response to extraordinary circumstances.

Yes. The same terms apply to active prepaid customers. They will see an automatic account adjustment to cover the outage and they are also eligible to submit for the Double the Downtime offer through June 16. 

No. If your account includes multiple lines, you only need to complete the form once. Just enter the primary account number, and the offer will be applied to all associated lines.