AT&T moved to tackle customer pain points such as phone transfers and long customer wait times by refreshing its America’s Best Guarantee programme, in a bid to win subscribers from rivals Verizon and T-Mobile US.

The latest iteration of the guarantee initiative now offers a connection with a customer service expert in five minutes or less, whether they are buying a new device, seeking technical support, paying a bill or starting service. If the timeframe is not met, customers will be offered a callback time.

Should the operator fail to connect customers with an expert within that timeframe, not offer a scheduled callback or falls short of other support promises, eligible customers may receive a benefit such as a bill credit.

Subscribers who pair AT&T Fiber or AT&T Internet Air with a mobile service will now have one dedicated technical expert to help them from start to finish.

AT&T Consumer EVP and GM Jenifer Robertson stated customers expect straightforward, fast and transparent support. She added the changes were intended to reduce friction, build trust and hold the operator accountable when it falls short of its service standards.

The operator offered its AT&T Guarantee to fibre, dedicated internet and wireless business customers after it launched a year ago.

In March 2026, AT&T extended the programme to offer bill credits to small businesses using its Internet Air fixed wireless access (FWA) service in the event of network outages.

In Q2 2026, AT&T reported 432,000 post-paid phone net additions while Verizon and T-Mobile had 184,000 and 277,000, respectfully.

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AT&T sealed a deal worth $2 billion to sell its business in Mexico to Grupo Televisa and Fintech Holdings, ending a decade long battle to gain ground in the country that is dominated by Carlos Slim’s America Movil.

AT&T stated the sale represents another step in a wider strategy to prioritise investment in US fibre and wireless networks, an area where it continues to make “meaningful progress”.

The US operator entered Mexico in 2015 following major regulatory reform, acquiring operators Iusacell and Nextel for a total $4.4 billion, which it merged to establish the AT&T Mexico brand.

It decided to offload the business last year and a $2 billion deal was mooted by Bloomberg.

In its statement, AT&T claimed it had grown the business into one of the country’s leading providers, and it believes Grupo Televisa and Fintech Holdings are well positioned to lead it through the next phase of growth.

Both companies will take an equal share in AT&T Mexico and means Grupo Televisa will become the first provider in the country to offer mobile, internet, pay-TV and fixed line services.

America Movil owned Telcel has around a 58% market share, while AT&T Mexico has around 16% with 24.7 million wireless subscribers as of 31 December 2025.

John Stankey, AT&T chairman and CEO, said it had articulated a strong belief that the AI future will run on converged networks and dense fibre assets.

“This move positions AT&T Mexico to participate in that evolution and is consistent with our long-term strategy to focus our capital allocation on opportunities for growth in the vibrant US market,” he added.

The deal is expected to be completed in the first quarter of 2027 following regulatory approvals.

Telefonica also sold off its business in Mexico, striking a $450 million deal with a consortium of investors in April.

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Interview: AT&T Business selected Amazon Leo for an enterprise broadband service designed to complement its fibre and 5G offerings, describing the satellite provider as a business-grade alternative to Starlink.

Shawn Hakl, SVP and head of product at AT&T Business (pictured), told Mobile World Live the service adds a third connectivity option, including in areas beyond the reach of AT&T’s terrestrial networks.

“We’ve done a lot of integration with Amazon and we’re working with them at different levels,” he said. “We’ve tested the product out pretty extensively and we’ve seen sub-50 millisecond latency. We’re also extremely happy with the throughput.”

Amazon Leo selected AT&T Business as its sole US telecoms launch partner.

“They’ve been extremely willing to work with us to fine-tune the interaction between the two networks,” Hakl explained. “We’re working closely with them on how to harmonise the in-air component and the interaction between our network and the ground stations.”

AT&T Business is providing the last-mile connectivity and local customer equipment for the service, while working with Amazon on the interaction between AT&T’s terrestrial network and Amazon Leo’s ground stations.

He said the operator is striving to make the connection between its network and the cloud “a software consumable element” which could be combined with satellite, wireless and wireline connectivity in an end-to-end architecture rather than offered as a series of point-to-point products.

Hakl said some customers will want traditional active-passive setups, others active configurations and some multiple-box arrangements.

“I don’t think we can get down to a single box in the first iteration,” he noted.

Hakl stated combining fibre, 5G and satellite will enable AT&T Business to deliver different services, SLAs and business outcomes for each customer. This will give customers more granular control over how applications use network resources, including the ability to balance performance, cost and security across their connectivity options.

Customers could choose how much control they retain, Hakl said. Some may want to manage network decisions in detail, while others could leave them to AI models.

Hakl noted AT&T has sold satellite services for a decade, particularly in agriculture, manufacturing and retail, while public safety through FirstNet is another area of focus.

“If the price point comes down, obviously it becomes more of an option for different segments in the market,” he stated. “We’re just impressed with Amazon’s technology and feel like it’s the business-grade solution that’s out there.”

Hakl said AT&T Business expects to offer the service next year, although the timing remains tied to Amazon Leo’s satellite launch schedule.

Launch timing
In July, Blue Origin CEO Dave Limp outlined a plan to rebuild its Florida launch pad with a new configuration after a failed attempt as it works toward returning its New Glenn rocket to flight before the end of the year.

Also in July, Amazon Leo applied to the US Federal Communications Commission to deploy up to 5,105 birds to deliver direct-to-device services to mobile devices.

And in October, Amazon company communications manager Zack Brown revealed the company currently has 396 LEO birds in orbit and said the company has built over 1,000 satellites at its 172,000-square-foot production facility in Kirkland, Washington.

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MWL‘s Mike Robuck sits down with executives from Ericsson, AT&T, Verizon and the US Department of War (DoW) to discuss the progress Integrated sensing and communication (ISAC) has made this year and where it is headed next.

Ericsson Federal CEO Christopher Ling sees sensing as a potential killer app for 6G, arguing it could give the US military a reason to invest in commercial cellular infrastructure beyond connectivity.

Integrated sensing and communication (ISAC) turns communications networks into sensors by analysing radio signals reflected from objects. It can detect, track and identify objects in much the same way as radar.

Ericsson Federal Technologies Group is the vendor’s US unit focused on adapting its commercial network technology for federal government and national-security customers.

ISAC has moved beyond laboratory testing over the past year. It has been demonstrated at a stadium, included in a US Department of War (DoW) contract and proposed for a Los Angeles, California trial ahead of the 2028 Olympics.

Dr Tom Rondeau, principal director of the DoW’s FutureG programme, said denser 5G and 6G networks, edge-based AI compute and greater access to commercial spectrum are making network-based sensing viable.

“We have a network that covers 70% of the landmass of the United States and about 98% of the population,” he said. “That’s what we’re trying to use this for, to kick off the value proposition of ISAC.”

Rondeau highlighted drones, particularly swarms, as the immediate focus. The aim is to find, fix and track potentially thousands of devices, including in dense cities where traditional sensors struggle and radar cannot simply be pointed into open sky.

“It’s one thing to have a missile defence system or a drone defence system that gets to look up and out into open airspace,” he said, “but it’s another to track it in downtown New York [City] or downtown [Washington] DC.”

Network density could compensate for the limited sensing range of individual sites. At the power levels involved, a single base station might reach only a few kilometres, but sites spaced every half kilometre could extend coverage across much of the network.

Rondeau (pictured, left) pointed to Ukraine’s Operation Spiderweb, in which drones smuggled deep into Russian territory and controlled over Russia’s cellular network reportedly destroyed roughly a third of its strategic bomber fleet.

“That tells us that we can no longer think of border security as just looking out of our geographical borders,” he said. “We have to be able to look across our entire nation.”

Rondeau also sees civilian applications for ISAC. Drawing on his time at DARPA studying emergency planning, he cited Hurricane Katrina, when evacuation plans fell apart because people did not go where planners expected.

“It’s not like we’re going to redirect them to where we want to be,” he said, “so why don’t we redirect the resources to where they actually are.”

Trials
AT&T and Ericsson ran a drone-detection demonstration near AT&T Stadium in Arlington, Texas, during the FIFA World Cup football tournament a few months ago.

In nearby Dallas, Verizon and Samsung tested a crowd-density heatmap at the World Cup FanFest area, designed to help fans find shorter queues and organisers manage foot traffic.

“That was a crowd sensing for the FanFest area, which is completely different to detecting drones,” said Verizon CTO Yago Tenorio. “It looks like a business-to-business opportunity that you can monetise.”

Tenorio explained ISAC presents fewer privacy concerns than cameras because it returns shape, movement and rough size rather than identity. It can distinguish “a pedestrian from a bicycle and a drone from a bird”, though not one person from another.

The DoW has also begun funding development. In July, Cohere Technologies won a $28 million contract from the FutureG Office to build a multi-waveform radio access network prototype which uses commercial cellular infrastructure to detect drones and other aerial threats.

Ericsson and Finnish state-owned ICT company Erillisverkot have also run live demonstrations in a Helsinki cargo harbour, using sensing data from several network points to detect small, low-altitude drones.

Verizon’s 6G forum
Verizon has made ISAC one of two anchor themes of its 6G Innovation Forum, which it expanded in September. The other theme is AI wearables. Tenorio stated the forum was created to “design 6G bottoms up”, starting with viable use cases and how they might be monetised.

At Qualcomm’s San Diego, California campus, Verizon tested 100MHz to 400MHz of millimetre-wave spectrum across four synchronised transmission and reception points. The system mapped the position and velocity of an airborne target and moving ground vehicles while keeping a phone user on the ground connected over standalone 5G. Verizon presented the trial as a test of drone and vehicle safety tracking.

Millimetre wave was the only spectrum which offered enough bandwidth, Tenorio said, and bandwidth, more than frequency, determines sensing accuracy.

“The precision of the positioning and the radar image… is proportional to the bandwidth of the signal,” he stated. “Not so much the frequency, but the bandwidth.”

Technology divide
Huawei appears to have an early lead in ISAC deployments. Ling said Ericsson had been told the Chinese vendor has more than 300 ISAC-capable systems operating, although he cautioned the figure might not be exact. He linked the reported lead to China’s early nationwide shift to standalone 5G.

Ling (pictured, left) explained there’s a difference in terms of network architecture. In a monostatic configuration, one tower transmits a signal and receives its reflection, indicating an object’s presence and general direction. Huawei developed a monostatic system and, in Ling’s view, may now be reconsidering that approach. As far as he knows, Ericsson is the only company using a multistatic configuration, in which one site transmits and other sites receive the reflected signal, enabling more precise location and tracking.

A monostatic system might show an object is off to the left, he said. A multistatic system could place it 1,500 metres away, measure its speed and track it to within eight to 10 metres, the resolution he said the Arlington demonstration achieved.

Ling stressed that Ericsson is focused on 5G sensing rather than a fully integrated sensing and communication system. Turning a 5G network into a radar remains a significant technical challenge, he noted, and the company wants to establish the capability before moving further.

It has committed $100 million to ISAC and expects a commercial product within two years, ahead of the standards debate expected at the 2027 World Radiocommunication Conference.

Ling said micro-Doppler signatures from spinning propellers could allow the system to identify a drone type as well as locate it. “It’s not only detecting, tracking, you can get identification from it as well,” he said.

The resolution may eventually be good enough to support targeting without the more expensive radar systems the military uses today.

“You’ve got a drone that costs $30,000 and we’re shooting it down with a million-dollar missile,” he said. “This starts to bend the cost curve.”

Ericsson has held discussions with European countries bordering Russia, Ling added, and sees growing interest in the Middle East, where governments are concerned about protecting infrastructure.

From 5G to 6G
Tenorio described current ISAC work as a step towards 6G. Vendors are fitting sensing into 5G and 5G-Advanced systems while preserving as much connectivity capacity as possible; 6G would allow them to design the capability into the network from the outset.

“On 5G, you’re just squeezing it in as best as you possibly can,” he said. “But if you understand how it works, you have the opportunity to design it natively in 6G in a way that comes with no compromise.”

Verizon plans to extend its ISAC work to Los Angeles. The carrier has applied to the Federal Communications Commission for a one-year experimental licence to use 4.8GHz to 4.9GHz spectrum, part of the 4.4GHz band the NTIA is studying for 5G and 6G. It plans to test Ericsson hardware and software in and around its LA lab. The filing describes an outdoor private network within a five-kilometre radius, separate from commercial networks. The application is pending.

Tenorio called the band “a good compromise” between available bandwidth and a frequency low enough to propagate farther. Verizon has also applied to take part in the NTIA’s Mission 6G 28 programme, which will showcase 6G technology around the 2028 Olympics.

“LA will be an important opportunity for us to display not only what 6G is about… but where we are in terms of advancing the technology,” he said.

Beyond drones and crowds, Tenorio sees enterprise uses such as digital twins of factories and campuses. At shorter ranges, he said, ISAC could support vital-sign monitoring and fall detection in elderly care.

Shawn Hakl, SVP and head of product at AT&T Business, sees the value in places where cameras and sensors are impractical, or the assets belong to someone else. He cited public safety, analytics and flow control, and spotting changes such as an unplanned obstruction on a city street.

“ISAC gives us a way to get sort of topology information, environment information without having physically deployed stuff and basically getting signal data back,” he said.

Ling stated the military case may ultimately depend on sensing rather than connectivity: a customer which would not buy a 5G network solely for communications could still need the infrastructure to obtain 5G sensing.

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AT&T, Global Infrastructure Partners and Canada Pension Plan Investment Board are creating a fibre joint venture (JV) by combining the Forged Fiber 37 and Gigapower assets, in a boost to the operator’s goal of providing connectivity to more than 60 million locations by 2030.

The JV will operate as a wholesale fibre commercial open access company. The operator stated it will utilise AT&T’s fibre assets and investor capital to expand fibre and 5G services across 16 states, enhancing customer experience with converged connectivity. The JV is expected to close in the first half of 2027.

Forged Fiber 37 is a wholly owned subsidiary created by AT&T to house the mass-markets fibre business, customer relationships, network assets, and build engine which AT&T acquired from Lumen Technologies.

Global Infrastructure Partners is a subsidiary of Black Rock. AT&T and Black Rock formed Gigapower, a wholesale open-access fibre network JV, in 2022.

AT&T will retain 50% ownership of the JV while GIP and CPP Investments will collectively hold the remaining stake.

AT&T CEO John Stankey is bullish on the convergence of fibre broadband and 5G services and has long held wherever it has fibre deployed “it wins”.

Stankey stated fibre is essential in an AI-driven world as demand for symmetrical, high-capacity and low-latency connectivity grows. He added the offering will extend reliable, high-speed fibre to more US consumers, increase AT&T’s scale and service reach and strengthen its position in converged fibre and 5G connectivity.

Last month the operator announced a multi-year fibre and cable deal valued at more than $3 billion with glass-specialist Corning to advance its converged strategy of mobile and broadband services.

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T-Mobile US, Verizon and AT&T sealed their joint venture (JV) to expand coverage across areas of the US that terrestrial services cannot reach, in a rare example of cooperation between the big three.

The move followed an announcement in May outlining how the operators planned to pool their spectrum resources to eliminate “dead zones” by expanding satellite coverage for customers nationwide.

Former AT&T, Cingular Wireless and Ameritech executive Paul Roth is serving as the interim CEO of the JV while a search for a permanent chief is underway. The entity will be managed by a board with representatives from each founding member.

The companies stated the JV will “nearly eliminate dead zones in the U.S. currently without mobile service, reaching previously unserved areas” to cut down on coverage gaps.

It will also be beneficial for first responders during natural disasters or other disruptions by providing connectivity when terrestrial services are down.

They claim the new service will also provide a better customer experience for direct-to-device (D2D) consumer services through the unified approach.

T-Mobile notably has launched a commercial D2D service in collaboration with SpaceX, while Verizon has rolled out a satellite messaging service with Skylo Technologies. Verizon and AT&T are also separately working with AST SpaceMobile.

AT&T Business has a partnership in place with Jeff Bezos’ Amazon Leo to provide connectivity to businesses across the US. SpaceX is also mulling a mobile service through its Starlink birds, but the industry is somewhat sceptical of its approach.

The operators stated the venture will also be a boon to additional satellite providers while also collaborating closely with rural mobile operators to expand access and simplify integration.

The service could emerge as a threat to cable operators such as Cox Communications, formerly Charter Communications, Comcast and smaller providers across rural areas which are currently losing broadband subscribers to fixed wireless access services offered by the trio.

The combined use of each operator’s spectrum will improve efficiency while enabling mobile operators to deploy new services at a faster rate.

The JV also plans to take a standards-based approach to satellite services while allowing each of the three to continue their individual efforts across the sector.

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AT&T agreed a multi-year fibre and cable deal valued at more than $3 billion with glass-specialist Corning to advance its converged strategy of mobile and broadband services.

AT&T CEO John Stankey has long been a proponent of fibre as the basis for the company reaching 60 million consumer and business locations by 2030.

The mobile operator achieved its goal of passing more than 30 million locations in June 2026, six months ahead of schedule.

In its most recent Q2 results, AT&T recorded 646,000 total consumer and business internet net adds, comprised of 367,000 fibre and 279,000 fixed wireless access connections, which marked a record quarter for combined fibre and fixed wireless additions.

The two companies signed a multi-year fibre agreement two years ago worth $1 billion. AT&T was also a core investor with Corning in 2022 on a new cable manufacturing facility in the state of Arizona.

Based on Ookla Speedtest data from almost 1,700 fixed internet providers in the US in the first half of 2026, lead industry analyst Mike Dano estimated AT&T and Verizon made up about 60% of the fibre Speedtest samples to lead the fibre charge.

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