Hurricane Maria: Response & Live Updates

December 01, 2017
By AT&T News Team

The Puerto Rico stories: anatomy of a disaster

12/6, 2:02 m.m. CT

Learn how more than 1,800 AT&T employees came together in Puerto Rico to help each other and victims of Hurricane Maria rebuild after the largest outage in American history.

Click here to read more. 

AT&T Offers Customers Unlimited Connectivity in Areas Impacted by Hurricane Maria

12/1, 1:00 p.m. CT
 

UPDATE DECEMBER 1, 2017: As recovery efforts continue, we’ve extended relief for affected customers in Puerto Rico. We’re  waiving additional fees to offer unlimited talk, text, and data for AT&T wireless, and unlimited talk and text to AT&T PREPAID  customers through Jan. 1, 2018.1 We will continue to offer late payment forgiveness for AT&T wireless customers with billing addresses and DIRECTV customers with service addresses in Puerto Rico and the U.S. Virgin Islands in bills generated through Jan. 1, 2018. We are also automatically providing an additional month of credits in Dec. for AT&T wireless customers with billing addresses and AT&T PREPAID customers with phone numbers in 38 billing zip codes.2

We continue to offer customers relief as the network recovery efforts in Puerto Rico and the U.S. Virgin Islands progress.

To help our affected customers, we’re automatically providing credits for 2 months of AT&T wireless, AT&T PREPAID and DIRECTV service in Puerto Rico and the U.S. Virgin Islands.*

Additionally, for affected customers we’re automatically issuing credits and waiving additional fees to offer unlimited data, talk and texts for AT&T wireless and unlimited talk and text to AT&T PREPAID customers from Sept. 20 through Nov. 30. AT&T will also keep service active and waive or adjust late payment charges for our wireless and video customers in these areas, in bills generated as early as Sept. 8 and running through Nov. 30.

Customers in these areas may still receive data alert notifications during these protected dates, but billing will reflect the correct data charges.

During this time, landline customers can also make free calls from the U.S. to Puerto Rico and the U.S. Virgin Islands.

To help those affected by Hurricane Maria across Puerto Rico we encourage you to text ‘MARIA’ to 90999 to donate $10 to the American Red Cross to help prepare for, respond to and help people recover from disasters.**

For customers who have family and friends in the Caribbean who may be impacted, we automatically issued credits to provide unlimited texts, wireless calls and landline calls from the U.S. to the British Virgin Islands, Dominican Republic, Haiti, Turks and Caicos, Saint Martin and Saint Maarten from Sept. 20 to Sept. 29.

Affected customers can go to our support page for more information about their bills or service.

We’ll continue to assess the impact on customers in additional locations.

1 Location based on billing address for AT&T wireless customers, billing phone number for AT&T PREPAID customers and service address for DIRECTV. Credits will post in 2-3 billing cycles. Applicable taxes may be estimates and may include administrative and government fees. Dates based on local time zones.

2 Credit based on billing zip codes for AT&T wireless customers  (00601, 00606, 00611, 00624 00631, 00641, 00650, 00669, 00670, 00676, 00677, 00685, 00687, 00705, 00707, 00714, 00718, 00719,00723, 00729, 00736, 00739, 00741, 00745, 00751, 00754, 00757, 00766, 00767, 00769, 00771, 00772, 00773, 00775, 00782, 00784, 00794, 00795) and billing phone numbers for AT&T PREPAID customers. Credits will post in 2-3 billing cycles. Dates based on local time zones, billing phone number for AT&T PREPAID customers. Credits will post in 2-3 billing cycles. Dates based on local time zones.

*Location based on billing address for AT&T wireless customers, billing phone number for AT&T PREPAID customers and service address for DIRECTV. Credits will post in 2-3 billing cycles. Applicable taxes may be estimates and may include administrative and government fees. Dates based on local time zones.

**Donation will appear on your wireless bill or be deducted from your prepaid balance. Message/data rates may apply. Text STOP to 90999 to STOP. Text HELP to 90999 for HELP. Full Terms and Privacy Policy:
hmgf.org/t.

Update on Continued Restoration Efforts

11/16, 4:16 p.m. CT

We continue to work to restore service to the people impacted by Hurricane Maria. As crews deploy additional temporary cell sites and continue permanent restoration work on damaged sites, 80% of the population in Puerto Rico and 96% of the population in the U.S. Virgin Islands are connected again.

Our ongoing restoration efforts and mobile cell site deployments in Puerto Rico continue to support more than 14 million calls and 7 million texts a day on our network. We’re currently supporting 11 locations with portable cell sites including Quebradillas, San Lorenzo, Cayey, Maunabo, Piñones, Mayaguez, San German, Luquillo, Guayama, Coamo Sur, and Yabucoa.

As one of several innovative solutions we’re using to provide connectivity to Puerto Rico, we continue to use portable satellite units at the base of clusters of cell towers. Using Emergency Communications Portables (ECPs) we are connecting Utuado, Barranquitas, Bayaney-Lares, Barceloneta, Ciales, Lares, Cabo Rojo, Villalba, Rio Grande, Naguabo, Arroyo, and Guayama. This solution enables calls, texts and data to travel throughout our network wirelessly over satellite, versus fiber.

In the U.S. Virgin Islands, more than 90% of sites are in service and we continue to work around the clock to restore remaining sites. Service is nearly restored on St. Thomas.

We expect additional supplies, charging stations, and portable sites to continue to arrive throughout the month. Whether on-the-ground or stateside, we continue to work to connect the people of Puerto Rico and the U.S. Virgin Islands.

Flying COW Connects Puerto Rico Update

11/10, 10:00 a.m. CT

To support disaster recovery efforts in Puerto Rico, our helicopter Flying COW provided data, voice, and text services to customers and recovery teams. It carried dozens of gigabytes of data, and thousands of calls and texts.

This was the first time an LTE cell site on a drone was successfully deployed to connect residents after a disaster.  As we tested this new technology over the last week, we learned lessons that will help shape how drones could be deployed for future disasters.

Teams are working around the clock to restore our network and deploy additional assets in impacted areas in Puerto Rico and the U.S. Virgin Islands. Today, 75% of the population in Puerto Rico and nearly 95% of the population in the U.S. Virgin Islands are connected again.

We continue to do everything we can as part of our efforts to connect customers affected by Hurricane Maria. We even realigned a satellite dedicated to DIRECTV Latin America to provide additional satellite connectivity to Puerto Rico for cellular communications.

Our mobile cell site deployments continue to support Mayaguez, San Lorenzo, San German, Cayey, Guayama, Quebradillas, Coamo Sur, Yabucao, Luquillo, Pinones, and Maunabo.

In addition to using portable satellite units at the base of clusters of cell towers to support more than 10 sites, our work with Vanu has connected thousands of customers in Puerto Rico and the U.S. Virgin Islands.  

We will continue to work until our network is fully restored.

Flying COW Connects Puerto Rico

11/6, 9:00 a.m. CT

To read more about our Flying COW in Puerto Rico, check out this blog.

AT&T Hurricane Update

10/26, 12:15 p.m. CT

More than a month after Hurricane Maria hit, we remain committed to the people of Puerto Rico and the U.S. Virgin Islands. We will continue to work hard to rebuild, repair and restore our network.

As crews deploy additional temporary cell sites and continue permanent restoration work on damaged sites, nearly 95% of the population in the U.S. Virgin Islands is connected again. We’re working with vendors to deploy additional temporary solutions to sites in St. John. We will continue to refuel and monitor generators throughout the Islands, and deploy additional assets as needed.

Our ongoing restoration efforts and mobile cell site deployments in Puerto Rico are supporting more than 13 million calls and 6.5 million texts a day on our network. With portable cell sites in cities including Yabucoa, Rio Grande, Quebradillas, Manati, Yauco, Cayey, Isabela, Mayaguez Mesa, San German, Luquillo, Guayama, Coamo Sur/Juaca and Pinones, nearly 65% of the population is connected again.

We continue to use portable satellite units at the base of clusters of cell towers to provide connectivity, while we work to complete repairs of hundreds of miles of damaged fiber. We are now connecting Rincon Pueblo, Utuado, Barceloneta, Barranquitas, Bayaney-Lares, Cabo Rojo and Ciales with Emergency Communications Portables. This solution enables calls, texts and data to travel throughout our network wirelessly over satellite, versus fiber.

Whether on-the-ground or stateside, we continue to work around the clock to connect the people of Puerto Rico and the U.S. Virgin Islands.

Adding Project Loon Efforts to Puerto Rico

10/20, 5:00 p.m. CT

We’re making progress restoring our network in impacted areas in Puerto Rico and the U.S. Virgin Islands. In Puerto Rico alone we are connecting 13 million calls and 6.5 million text messages per day.

Today, more than 60% of the population in Puerto Rico and 90% of the population in the U.S. Virgin Islands is connected again.  We’ve deployed more than 17 portable network assets including 14 temporary cell sites and we’re deploying more resources every day.

We’re using both traditional and innovative technologies, and are collaborating with humanitarian groups, local and federal governments, and organizations like Project Loon who are bringing additional resources to Puerto Rico to assist in the recovery efforts.

Connectivity Update

10/20, 9:00 a.m. CT

Weeks after Hurricane Maria hit Puerto Rico and the U.S. Virgin Islands, we continue to work around the clock to connect impacted areas.

As a result of our ongoing restoration efforts and mobile cell site deployments, we are processing more than 12 million calls and 6 million texts a day on our network in Puerto Rico. To date, we have sent 5 planes and nearly 40 ships containing network supplies, equipment, vehicles and personnel to Puerto Rico and the U.S. Virgin Islands. We will continue to send additional assets as needed. In addition, we have deployed 17 mobile cell sites, 5 Emergency Communications Portables, 6 charging stations, and have staged and refueled nearly 600 generators.

With the help of these deployments, more than 60% of the population in Puerto Rico is connected again including in Yabucoa, Rio Grande, Quebradillas, Arecibo, Manati, Yauco, Cayey, Isabela, Mayaguez, San German, Fajardo, Guayama, Vega Baja, Luquillo and Coama Sur.

In Utuado, Luquillo and Rincon Pueblo, we continue to use portable satellite units at the base of clusters of cell towers while we work to complete repairs on hundreds of miles of damaged fiber. This solution lets calls, texts and data travel on our network wirelessly over satellite, versus fiber. More Emergency Communications Portables have arrived and we are working to deploy them to additional cell towers in Barranquitas and Barceloneta.

Crews continue to work around the clock to deploy and refuel generators, and restore service to cell sites in the U.S. Virgin Islands. We currently have 70% of sites back online and nearly 90% of the population in the U.S. Virgin Islands is connected again.

AT&T Emergency Communications Portable deployed in Yabucoa.

AT&T Emergency Communications Portable in Yabucoa.

AT&T working to deploy charging stations in Puerto Rico.

AT&T fleet vehicle used to survey damage in Puerto Rico.

Hurricane Update

10/14, 4:48 p.m. CT
 

We continue to make progress restoring our network in areas impacted by Hurricane MariaWe are processing more than 12million calls and 6 million texts a day on our network in Puerto Rico.

As we work to complete repairs, our portable cell sites are supporting numerous cities including Yabucoa, Rio Grande, Quebradillas, Arecibo, Manati, Yauco, Cayey, Isabela, Mayaguez, San German, Fajardo, Guayama, Vega BajaLuquilloand Coama Sur. With the help of these deployments, more than 60% of the population in Puerto Rico is connected again and we’re deploying more resources every day. 

Wcontinue to use portable satellite units at the base of clusters of cell towers in UtuadoLuquillo, and Rincon Pueblo, while we work to complete repairs on hundreds of miles of damaged fiber. This solution enables calls, texts and data to travel throughout our network wirelessly over satellite, versus fiber. More Emergency Communications Portables have arrived and we are working to deploy them to additional cell towers. 

In addition to mobile cell sites, we’re providing charging stations, satellite phones, and additional supplies to support local nonprofits and humanitarian groups. 

We have also been able to connect our customers through innovative new wireless roaming agreements. For example, we are working with a company called Vanu that currently has three satellite-based cell sites up and running in Puerto Rico and 30 more arrived October 11. Nine cell sites also arrived the same day in the U.S. Virgin Islands.

Crews continue to work around the clock to deploy and refuel generators, and restore service to cell sites in the U.S. Virgin Islands, including St. John West on St. John, Signal Hill on St. Thomas, and Mary’s Fancy. We now have service covering more than 80% of the population in the U.S. Virgin Islands. 

Hurricane Update

10/11, 4:57 p.m. CT

We’re making progress restoring our network in impacted areas in Puerto Rico and the U.S. Virgin Islands.

In Puerto Rico alone we are connecting 9 million calls and 5.5 million text messages per day. Today, more than 60% of the population in Puerto Rico is connected again and we’re deploying more resources every day.  

As our repairs continue, our portable cell sites are supporting numerous cities, including Isabela, Rincon Pueblo, Humacao, Rio Grande, Ponce Cursillo, Quebradillas, Arecibo, Manati, Yauco, Cayey, Mayaguez, San German, Fajardo, Guayama and Vega Baja.

As we work to complete repairs on hundreds of miles of damaged fiber, we are using portable satellite units at the base of clusters of cell towers to light them up. This enables calls, texts and data to travel throughout our network wirelessly over satellite, versus fiber. We’re currently using satellite uplink in Utuado and are working to expand to more locations as additional supplies arrive.

We now have service covering nearly 80% of the population in the U.S. Virgin Islands. Technicians are working around the clock to repair cell sites and refueling generators as needed.  We have a temporary cell site on air on St. Thomas.  In addition, we are planning to deploy a temporary cell site to St. John to provide coverage in the Bordeaux area as soon as transportation allows. 

We Continue to Send Additional Supplies and Personnel to Puerto Rico and the U.S. Virgin Islands

10/7, 11:45 a.m. CT

This unprecedented storm and its impact on the people of Puerto Rico and the U.S. Virgin Islands has required us to take innovative approaches to help people get connected.  We are processing more than 9 million calls and 5 million texts a day on our network in Puerto Rico.

In the past week, we have connected numerous cities with temporary cell sites, including Rincon Pueblo, Humacao, Rio Grande, Ponce Cursillo, Quebradillas, Arecibo, Aguadilla, Manati, Yauco, Cayey, Mayaguez, San German, Fajardo, Guayama and Vega Baja. These portable sites alone are now processing more than 400,000 calls and 1.5 million texts a day.

Thousands of people have signed up for our website that lets anyone stateside (regardless of carrier) register the cell phone number of a family member or friend who is an AT&T wireless customer in Puerto Rico. More than 67% of registered people have been notified of restored connectivity for family and friends in Puerto Rico already.

Fiber damage was significant across Puerto Rico, and re-splicing and re-laying all that fiber will to take time. As we work to complete the repairs, we are using wireless backhaul—setting up portable satellite units at the base of clusters of cell towers. Fiber is how calls, texts and data travel through our network, so with this solution, calls, texts, and data can travel through the network wirelessly over satellite.

This is a temporary fix while we work on laying and splicing miles of fiber, but it will help our customers stay connected with family and friends.

We continue to send additional supplies and personnel to Puerto Rico and the U.S. Virgin Islands to support recovery efforts. Another cargo flight arrived Friday afternoon with another temporary cell site, an emergency communications vehicle, and a mobile command trailer. We also expect additional ships with more network equipment to arrive in the next few days.

In the U.S. Virgin Islands, we are making steady progress restoring services.  The Blue Mountain site in St. Croix was restored yesterday providing incremental coverage on the island.  Teams are on the Islands working to repair cell sites and refueling generators. 

Maria Update

10/5, 8:00 a.m. CT

Whether on the ground or in the sky, our teams continue to transport supplies and work to connect the people of Puerto Rico and the U.S. Virgin Islands.  Currently we are connecting more than 9 million calls and 5 million text messages a day on our network in Puerto Rico.

We have deployed temporary cell sites to 6 new cities; Fajardo, San German, Ponce Cursillo, Manati, Cayey and Mayaguez. These are in addition to existing sites in Ponce, Arecibo, Humacao, Rio Grande, and Aguadilla. These sites are carrying more than 250,000 calls and 1 million text messages a day.  We plan to deploy temporary sites in additional cities, including; Yauco, Guayama and Vega Alta.

We have been working closely with government organizations, humanitarian groups, other telecommunications companies, and the military to coordinate recovery efforts. A military flight arrived earlier this week in San Juan with additional temporary cell sites, generators, fleet vehicles, and network equipment and supplies.  Learn more about this flight and the work of the military to provide relief for Puerto Rico and the U.S. Virgin Islands on the Air Force website.

Additional assets are expected to arrive in Puerto Rico throughout the week.

In the U.S. Virgin Islands, we are making steady progress in deploying equipment and have restored service to a number of additional sites in St. Croix. Crews are working to repair microwave transport facilities on the Island and teams will be deploying to St. John to deliver and deploy equipment and supporting recovery efforts.

Additional personnel and supplies are being prepped to charter to the Islands by plane in the next few days.

Supplies Leaving for Puerto Rico

10/3, 8:57 a.m. CT
Slide 0 Slide 1 Slide 2 Slide 3
Slide 0 Slide 1 Slide 2 Slide 3

 (U.S. Air Force photo by Tech. Sgt. Kelly Goonan) 

Connecting the people of Puerto Rico and the U.S. Virgin Islands

10/2, 3:33 p.m. CT

We continue to work around the clock to connect the people of Puerto Rico and the U.S. Virgin Islands, and have made significant progress restoring our network. We are currently connecting more than 8 million calls and 4 million texts a day over our network in Puerto Rico.

We have temporary cell sites providing connectivity to Ponce, Arecibo, Humacao, Rio Grande, and Aguadilla. In addition to the 8 million calls, these sites have carried more than 100,000 calls and 500,000 texts per day for the last 3 days. We plan to deploy temporary sites in additional cities, including Mayagüez, Fajardo, and Guavate.

A ship arrived yesterday in San Juan with 3 more of our temporary cell sites, trucks, Emergency Communications Portable satellite units, generators, and restoration equipment. We expect an additional ship and cargo flight to arrive today with more equipment, temporary cell sites, vehicles, and personnel.

We also continue to deploy generators and distribute fuel to generators that are in place to power our wireless and wireline equipment on the island as the commercial power outage continues. Our teams are actively working to deploy and help get people connected with family, friends, and emergency responders as quickly as possible.

Today and this past weekend, additional generators, vehicles, and personnel arrived in the U.S. Virgin Islands. We continue to execute our restorations plans and recover cell sites in impacted areas as conditions allow. 

Getting additional equipment to the Islands continues to be challenging, but ships and flights with more of our communications equipment, generators, and personnel are scheduled to arrive in the coming days.  Our team on the ground will begin deploying this equipment as soon as it arrives.

We are making steady progress in deploying as many network resources as possible to get the people of Puerto Rico and the U.S. Virgin Islands connected.

AT&T equipment at the port in San Juan on 10/1.

AT&T Network Response Disaster Team on the Ground in Puerto Rico

10/2, 11:47 a.m. CT
Slide 0 Slide 1 Slide 2 Slide 3 Slide 4 Slide 5 Slide 6
Slide 0 Slide 1 Slide 2 Slide 3 Slide 4 Slide 5 Slide 6

Recovery Update

10/1, 5:09 p.m. CT

Our teams worked around the clock this weekend stateside and on the ground in Puerto Rico to deploy a number of temporary cell sites and generators that have arrived on boats and planes over the last few days.

We have deployed temporary cell sites to Puerto Rico, providing connectivity to Ponce, Arecibo, Humacao, and Aguadilla. We plan to connect additional cities outside San Juan, including Mayagüez, Rio Grande, Fajardo, and Guavate. These temporary cell sites already in-service processed more than 100,000 calls in the last 24 hours.

We also continue to deploy generators to power our wireless and wireline equipment on the island as the commercial power outage continues.

We’re actively helping people get connected with friends, family, and emergency responders as quickly as possible in Puerto Rico. We continue to send additional technicians to help with permanent network restoration efforts on the island.

Getting additional equipment on the island continues to be challenging but ships and flights with more of our communications equipment, generators, and personnel are scheduled to arrive in Puerto Rico in the coming days.  Our team on the ground will begin deploying this equipment as soon as it arrives.

We are making steady progress in deploying as many network resources as possible to get the people of Puerto Rico connected.  

Temporary Cell Sites Deployed in Puerto Rico

9/29, 3:19 p.m. CT

We are working around the clock on rebuilding and restoration efforts in Puerto Rico and the U.S. Virgin Islands.  Yesterday we deployed a temporary cell site in Ponce, PR.  The Satellite COLT began taking traffic immediately – processing more than 2,800 calls per hour.

Our team on the ground in Puerto Rico is hard at work today setting up and deploying additional network equipment that arrived via cargo jet late yesterday.  A cell site is up and running in Arecibo and additional satellite cell sites are being deployed in Mayagüez, Ponce, Arecibo, Rio Grande, Humacao, Fajardo, Guavate, and Aguadilla to provide cellular coverage.

And our work doesn’t stop there. We have more technicians arriving in Puerto Rico, along with equipment en route via ships that are scheduled to arrive this weekend and early next week.

So far, more than 15,000 people have signed up for our website that lets anyone stateside (regardless of carrier) register the cell phone number of a family member or friend who is an AT&T wireless customer in Puerto Rico. More than 20% of registered people have been notified of restored connectivity for family and friends in Puerto Rico already.

In the USVI, we continue to make progress on restoration efforts. We expect to have additional teams on the Islands early next week, and expect generators and additional equipment to be on hand as personnel arrive. Our existing teams on the Islands are now evaluating sites and developing restoration plans for when additional resources are ready to deploy.

Recovery Update

9/28, 4:44 p.m. CT

Today, we landed a large cargo plane in San Juan with much-needed network equipment, including portable cell sites, satellite phones. We’re working to deploy these assets in the hardest-hit areas of Puerto Rico as quickly as possible to help people get connected with friends and family.

We plan to send another ship today loaded with network equipment including additional portable cell sites and generators. We have plans to send more supplies and network equipment in the coming days.  

In the US Virgin Islands, our first load of supplies arrived today.  Generators, personnel and additional supplies will arrive in the coming days.

More than 13,500 people have signed up for our website that lets anyone stateside (regardless of carrier) register the cell phone number of a family member or friend who is an AT&T wireless customer in Puerto Rico. When the Puerto Rico-based customer’s cell phone connects to our network in Puerto Rico, the customer is notified that their family or friends in the U.S. have been trying to contact them.

Satellite COLT and fleet truck after landing at the San Juan airport this morning (9/28)

Slide 0 Slide 1 Slide 2 Slide 3 Slide 4 Slide 5 Slide 6 Slide 7 Slide 8
Slide 0 Slide 1 Slide 2 Slide 3 Slide 4 Slide 5 Slide 6 Slide 7 Slide 8

Additional Resources Headed to Puerto Rico and U.S. Virgin Islands

9/27, 4:16 p.m. CT

We continue to deploy resources for the recovery efforts in Puerto Rico and the U.S. Virgin Islands as rebuilding continues after Hurricane Maria and Irma.

We’ve already landed a number of planes with personnel, more than 50 generators and other supplies.  We’re also sending satellite phones to help first responders stay connected as they continue to rebuild and respond to emergencies in the hardest hit areas.

We are also sending a ship to the U.S. Virgin Islands this evening with high capacity generators and other supplies for our team on the ground there.

More than 12,250 people have signed up for our website that lets anyone stateside (regardless of carrier) register the cell phone number of a family member or friend who is an AT&T wireless customer in Puerto Rico. When the Puerto Rico-based customer’s cell phone connects to our network in Puerto Rico, the customer is notified that their family or friends in the U.S. have been trying to contact them.

To help those affected by Hurricane Maria across Puerto Rico we encourage you to text ‘MARIA’ to 90999 to donate $10 to the American Red Cross to help prepare for, respond to and help people recover from disasters.** During this time, landline customers can also make free calls between the U.S. and Puerto Rico and the U.S. Virgin Islands.

We are extending payment dates for impacted AT&T PREPAID customers with voice and text service through Sept. 29.

**Donation will appear on your wireless bill or be deducted from your prepaid balance. Message/data rates may apply. Text STOP to 90999 to STOP. Text HELP to 90999 for HELP. Full Terms and Privacy Policy: hmgf.org/t.

Hurricane Recovery Efforts Update

9/26, 5:02 p.m. CT

While we’re putting the full-force of our hurricane recovery efforts into Puerto Rico, we're equally hard at work getting communications back up for those in the U.S. Virgin Islands due to the back-to-back hits from both Hurricanes Irma and Maria. We had made significant progress on our network restoration from Irma, but much of that work was undone by the hit from Maria. But recovery is underway.

Power is essential to restoring wireless and wireline communications. Given the breadth of power outages across the islands, we're deploying portable generators as quickly as allowed. We're also working with government contacts to get our expert technicians on the ground.

There are serious logistical challenges for virtually any company or organization working to bring aid and services into the islands via the airport or harbor, but we're confident we'll work through them and make measurable progress in the days ahead. We're grateful for the work of Governor Kenneth Mapp and FEMA to enable us to restore service to the U.S. Virgin Islands as soon as possible.

We'll continue to provide updates here as our recovery progresses.

Hurricane Update

9/25, 6:47 p.m. CT
 

We continue to work around the clock to help the people of Puerto Rico and the Virgin Islands recover from Hurricanes Maria and Irma.

More than 7,250 people have signed up on our website, launched yesterday, for anyone stateside (regardless of carrier) to register the cell phone number of a family member or friend who is an AT&T wireless customer in Puerto Rico. Learn more.

Network Recovery Efforts in Puerto Rico

9/25, 10:07 a.m. CT
Slide 0 Slide 1 Slide 2 Slide 3 Slide 4 Slide 5 Slide 6 Slide 7 Slide 8
Slide 0 Slide 1 Slide 2 Slide 3 Slide 4 Slide 5 Slide 6 Slide 7 Slide 8

AT&T Creates Website to Help Locate Family Members and Friends in Puerto Rico

9/24, 5:16 p.m. CT
 

We are working around the clock to help the people of Puerto Rico recover from Hurricanes Maria and Irma. 

We set up a website that will let anyone stateside (regardless of carrier) to register the cell phone number of a family member or friend who is an AT&T wireless customer in Puerto Rico. When the Puerto Rico-based customer’s cell phone connects to our network in Puerto Rico, the customer will be notified that their family or friends in the U.S. have been trying to contact them.

The family member or friend who registered will also be notified through email when additional service in Puerto Rico has been restored.

“We are committed to the restoration and recovery efforts for the people of Puerto Rico. With this website we are helping them reach family and friends in the U.S. as services restore,” AT&T Communications CEO John Donovan said. “Critical help has been arriving this weekend and more is on the way.”

Donovan went with one of the relief flights into San Juan yesterday to help assess damage and develop the recovery plans. The initial flights carried more than 20 generators to help restore communications, bottled water, food supplies and personnel. Satellite devices to support first responders in the hardest hit areas were also brought in, with hundreds more devices on the way. More flights and ships carrying communications equipment and supplies are arriving today and in the coming days.

Significant storm damage, power outages and flooding interrupted service throughout the region. We have an action plan and are working to restore and maintain service where needed.  Staging areas are set up and teams are in place to start deploying equipment as it arrives.

We are also focused on network restoration in the U.S. Virgin Islands and will begin bringing additional resources there. We already have a portable cell site setup near the airport on St. Thomas.

Running from Sept. 20 through Sept. 29 we’re automatically issuing credits and waiving additional fees to give unlimited data, talk and texts to AT&T wireless customers and unlimited talk and texts to AT&T PREPAID customers in Puerto Rico and the U.S. Virgin Islands.* We're also extending payment dates for impacted AT&T PREPAID customers with voice and text service through Sept. 29.

*Location based on billing zip code for AT&T wireless customers and billing phone number for AT&T PREPAID customers. Credits will post in 2-3 billing cycles. Dates based on local time zones.

AT&T Sends Planes with Supplies and People to Help Puerto Rico

9/23, 4:27 p.m. CT
 

We stand in solidarity with the people of Puerto Rico and the U.S. Virgin Islands during this difficult time.

The first flights of restoration equipment, including generators, personnel and humanitarian supplies are arriving in Puerto Rico. There are more flights and ships arriving later today and over the next few days. 

We're coordinating with local and federal authorities to support recovery efforts. We're also working to keep our customers connected and to restore services to areas where storm damage, power outages and flooding have interrupted service.

Safety is critical during the rebuilding and restoration of these areas. And we are working to keep all our employees in Puerto Rico and in U.S. Virgin Islands safe as they rebuild their communities.

We are also focused on network restoration in the U.S. Virgin Islands and will begin bringing additional resources there.  We have a portable cell site setup near the airport on St. Thomas, and have restored some services there and on other islands. 

Running from Sept. 20 through Sept. 29 we’re automatically issuing credits and waiving additional fees to give unlimited data, talk and texts to AT&T wireless customers and unlimited talk and texts to AT&T PREPAID customers in Puerto Rico and the U.S. Virgin Islands.* We' re also extending payment dates for impacted AT&T PREPAID customers with voice and text service through Sept. 29.

*Location based on billing zip code for AT&T wireless customers and billing phone number for AT&T PREPAID customers. Credits will post in 2-3 billing cycles. Dates based on local time zones.

AT&T Retail Store Closings

9/20, 11:47 a.m. CT

All AT&T Retail Stores in Puerto Rico and the U.S. Virgin Islands are closed until Thursday, September 21.

AT&T Encourages Customers to Prepare

9/19, 11:47 a.m. CT

Just as we prepare our networks and personnel, AT&T encourages customers to consider the following recommendations in the wake of the storm.

Customer Tips:

  • Keep your mobile phone battery charged. Have another way to charge your phone like an extra battery, car charger or device-charging accessory. 
  • Keep your mobile devices dry.  Keep it safe from the elements by storing it in a baggie or some other type of protective covering.
  • Program all of your emergency contact numbers and e-mail addresses into your mobile phone. Numbers should include the police department, fire station and hospital, as well as your family members.
  • Camera phones provide assistance. If you have a camera phone, take, store and send photos and video clips of damage to your insurance company.
  • Protect yourself from scammers. Fraudsters and scammers target you when you’re most vulnerable. Download AT&T Call Protect, a free app for your smartphone, that can help detect and potentially block these types of calls before they reach you.

Business Tips:

  • Set up a call-forwarding service to a backup location. Set up a single or multiple hotline number(s) for employees, their families, customers and partners so they all know about the business situation and emergency plan.
  • Back up data to the Cloud. Routinely back up files to an off-site location.

Things to Remember:

  • Text messaging. During an emergency situation, text messages may go through more quickly than voice calls.
  • Be prepared for high call volume. During an emergency, the increased calling volume may create network congestion. If you can’t get a call through, hang up, wait several seconds and then try the call again.

Filter by:

  • Most Popular
  • Author
  • Tags

Archives

Link to archives

Latest News

Learn more about AT&T