Hurricane Helene

October 9, 2024, 2:43 p.m. EST

ROG the Dog, the FirstNet animal assisted therapy program, provided comfort to first responders yesterday in South Carolina, before visiting our own NDR team members. Affectionately named after the FirstNet Response Operations Group™ (ROG), ROG the Dog is a fleet of more than 30 trained labradoodles that are specialized in supporting health and wellness for first responders. Similarly to the dedicated FirstNet fleet of deployable assets, these heroic dogs can be requested by agencies on FirstNet at no additional charge.

Recently, when Wheeler County in Georgia was without power for days after Hurricane Helene, Houston County 9-1-1 and Emergency Management responded to provide help to their neighbors. The County called on FirstNet for added connectivity and the Response Operations Group™ (ROG) deployed a Compact Rapid Deployable™ (CRD). The CRD helped first responders communicate and coordinate response as the agency set up their EOC before macro service was fully restored in the area.

October 8, 2024, 4:24 p.m. EST

Over the weekend, CBS Saturday Morning aired a segment on our disaster response efforts in the wake of Hurricane Helene. The devastation left in the storm’s path has deeply affected many communities, making the need to connect more critical than ever.

You can watch the full segment to see the dedication of our team members, and to get an inside look on what network restoration looks like during disaster recovery.

October 7, 2024, 4:11 p.m. EST

Our network teams continue to make steady progress on our recovery efforts in the areas impacted by Hurricane Helene.

We will continue to facilitate communications for those affected and have opened our network where possible to allow customers from other carriers to stay connected if their own carrier’s service is unavailable. 

Under the FCC's Mandatory Disaster Response Initiative (MDRI), wireless carriers must help with roaming requests if it's possible and won't negatively impact their own customers' service. AT&T has been supporting this approach even before the FCC's Order, and we will keep helping other carriers' customers whenever we can. 

October 4, 2024, 12:37 p.m. EST

Last night, the brightest star over Mitchell County, North Carolina was the AT&T Flying COW (Cell on Wings). With the deployment of three COWs in the area, capable of covering multiple locations many miles apart, residents of Mitchell County can stay in touch with loved ones, access emergency services, and receive critical updates.

In the aftermath of Hurricane Helene, the AT&T Drones & Robotics team has expanded its operations into nighttime missions to provide cellular connectivity to impacted communities. Our Flying COWs have been deployed in eight cities so far, providing essential connectivity while our disaster recovery teams work to restore service. Our team’s expansion into nighttime operations is just another way we are working to provide vital connectivity around the clock for these communities.

October 2, 2024, 2:53 p.m. EST

In times like these, the essential need for dependable connectivity becomes especially clear. With more than $1 billion invested since its inception since 1992, our Network Disaster Recovery (NDR) program stands as one of the largest in the industry.

At the heart of every deployment are our team members. Their ability to adapt and innovate is what enables us to respond effectively and support communities when they need it the most. Each team member truly lives and breathes our purpose.

Shannon Browning, an NDR team member on the ground at our basecamp in Georgia, gives us a firsthand look at our ongoing efforts to restore service in some of the hardest-hit areas following Hurricane Helene.

October 1, 2024, 4:32 p.m. EST

We would like to express our appreciation and gratitude to the first responders for their service to the communities impacted by this devastating storm. Our thoughts continue to be with those who are recovering from the impacts of Hurricane Helene. We want to remind our customers that have been impacted by the storm of our current relief offers on this page. We understand how important it is to stay connected, and we know this need is even greater before, during and after any natural disaster.

Our FirstNet Response Operations Group™ (ROG) has been working tirelessly to provide seamless communication for public safety. We have received more than 150 requests from various public safety entities, including hospitals, Emergency Operation Centers, fire departments, and a local airport that serves as a crucial conduit for getting supplies into the hardest-hit areas.

To support these critical operations, the team has deployed dedicated assets from the FirstNet fleet like Satellite Cell on Light Trucks (SatCOLTs) and Compact Rapid Deployables™ (CRDs). State and federal agencies on FirstNet are also deploying their own FirstNet CRDs as part of mutual aid efforts – FirstNet is the only network that allows agencies to own and deploy their own portable network assets, providing greater command and control of their network and dedicated connectivity in just minutes.

These efforts are vital in maintaining lines of communication, enabling first responders and emergency personnel to coordinate efficiently and save lives during this challenging time. As public safety’s partner, we will continue to be focused on supporting this vital community and providing the connectivity they need.

As our recovery and cleanup work continues, we ask communities to be mindful that lines on the ground are providing critical connections. Please do not cut any lines on the ground and do not disrupt equipment – whether generators or other infrastructure.

To view our customer offers, see the Supporting Our Customers section below.

September 30, 2024, 2:49 p.m. EST

Our thoughts continue to be with those who are recovering from the impacts of Hurricane Helene. Network teams are working as quickly and safely as possible to gain access, assess damage, and restore service.

FirstNet liaisons are in contact with federal, state, and local officials on our deployment efforts to support public safety and the communities they serve. So far, the FirstNet Response Operations Group™ (ROG), has responded to more than 140 FirstNet emergency support requests from public safety.

More than 60% of affected cell sites in the impact region have been restored and we will continue to work around the clock. Customers may still experience home phone and internet service issues until power is restored and all repairs are completed. Wireline (home phone/internet) customers can visit att.com/outages to sign up for a one-time service restoration text alert.

Many of our retail store locations in impacted areas are open and ready to serve our customers. You can check store locations and hours here. To view our customer offers, see the Supporting Our Customers section below.

September 29, 2024, 5:56 p.m. EST

Our network teams are working hard to restore communications in some of the hardest-hit areas following Hurricane Helene. Damage across the region is extensive, however, the teams are making progress.

Customers in affected areas may still experience home phone and internet service interruptions due to storm damage and commercial power outages. Although equipment that serves an area can be powered and online, we may not be aware of specific in-home service impacts until customers return to their homes and commercial power is restored. Additionally, commercial power outages can continue to affect service for our customers even after our repairs are made. To sign up for one-time service restoration texts, wireline customers can visit att.com/outages.

So far, this has been one of the largest mobilizations of our disaster recovery assets for emergency connectivity support. Public safety agencies on FirstNet have made more than 100 requests for emergency connectivity support across Florida, Georgia, North Carolina, South Carolina, Tennessee and Virginia. These efforts are essential to maintaining connectivity for our customers and first responders during this critical time. Additionally, our Network Disaster Recovery (NDR) team remains staged at their self-sustaining basecamp, which includes bunkhouses, a food trailer, and command centers, working to ensure we do not take resources away from the communities we serve.

We will continue to provide additional updates as our recovery work continues. We understand how important it is for our customers to stay connected. Our teams are working around the clock, and we are utilizing all the resources at our disposal to restore service in areas impacted by Hurricane Helene.

September 28, 2024, 5:23 p.m. EST

Commercial power outages, storm damage and hazardous road conditions have created significant challenges for our restoration work. Our teams are responding as quickly and safely as possible and will continue to work until all service is restored. 

In light of the extensive impact, our disaster response teams have set up a basecamp in Georgia to support the ongoing restoration efforts. This basecamp serves as a central hub for coordinating resources, providing logistical support, and ensuring our teams have the necessary supplies and equipment to efficiently restore service in the affected regions. We also have additional dispatch yards staged in multiple states to help with the efficiency of our efforts.

Our Network teams will continue to work around the clock to restore wireless service in areas impacted by Hurricane Helene. In Florida, we’re already seeing network improvements as more restoration crews are able to dispatch and restore service. We are working in Georgia, Kentucky, Tennessee, Virginia and West Virginia. However, our crews have reported North Carolina and South Carolina have significant damage and those repairs will take a considerable amount of time. As public safety’s partner, the FirstNet, Built with AT&T team is on-the ground to support first responders. So far, public safety has made more than 80 requests for emergency connectivity support across Florida, Georgia, North Carolina, South Carolina, and Tennessee, and we will continue to prioritize their response and recovery communications needs.

As a reminder to our wireless customers in affected areas, we’re waiving talk, text and data overage charges. This includes AT&T Postpaid & Prepaid customers with billing addresses in 1415 zip codes from September 27, 2024 through October 27, 2024. We’re also waiving various charges for residential and business wireline orders placed through October 27, 2024.

As Tropical Storm Helene Approaches, AT&T Prepares Network,
Offers Tips to Help You Stay Connected

Key Takeaways:

• AT&T* has initiated its storm preparedness plan as Topical Storm Helene tracks toward Florida.
• The AT&T Weather Operations Center has a team of degreed meteorologists delivering business-specific weather intelligence, analytics, and forecasts.
• The FirstNet Response Operations Group™ (ROG) – led by a dedicated team of former first responders – is working around the clock to support public safety’s emergency communications and has liaisons engaged with local and federal agencies.

AT&T has initiated its storm preparedness plan as Tropical Storm Helene tracks toward Florida. The AT&T Weather Operations Center has a team of degreed meteorologists delivering business-specific weather intelligence, analytics and forecasts. Their expertise aids in mitigating the risk of impact to the AT&T network and assets, and helps to keep our employees safe.

Our network preparations include:

• Topping off generators with fuel at our cell sites and switch facilities.
• Testing back-up batteries at cell sites.
• Protecting our physical facilities against flooding.
• Staging emergency response and network recovery equipment in strategic locations for quick deployment following the storm.
• Prepping dedicated FirstNet® deployable network assets for use by public safety agencies on FirstNet, as requested.

“Customers rely on us, especially during major storms,” said Joe York, president, AT&T Florida. That's why we practice readiness drills and simulations throughout the year. And we do all we can to have our networks prepared when severe weather strikes. We’re working to position equipment and crews and are ready to respond if needed. We’re also closely linked with Florida public officials in their storm response efforts.”

We encourage our customers and residents in areas potentially affected by the storm to prepare as well. Below are communication tips to help you stay connected.

• Save battery life. To save your phone's battery during a power outage, try power-save mode, turn off Bluetooth and Wi-Fi, delete apps, or enable Airplane Mode.
• Keep mobile devices charged. Make sure to fully charge your mobile devices before a weather event and have an alternate way to charge your smartphone in case of power outages. A car charger or backup battery pack can be useful. If you have multiple devices, consider a multi-port backup battery pack to keep them charged.
• Keep your mobile devices dry. Mobile phones can be a critical lifeline during a storm. To protect yours, store it in a water-resistant case, floating waterproof case, or plastic bag.
• Protect vital documents. Back up important info and documents like insurance and medical papers to the cloud or computer for easy access from any device.
• Have a family communications plan. Review the plan with your family and choose someone out of the area as a central point of contact in case your family is separated.
• Update emergency contacts. It is important to store emergency contacts in your mobile phone, including numbers for the police, fire station, hospital, and family members.
• Stay informed with your mobile device. If a storm causes a power outage, you can still access local weather reports using your mobile device.
• Take advantage of your smartphone’s features. Use your phone camera to photograph and record any damage before you file an insurance claim. Location-based technology (GPS) can help find evacuation routes or track a family member’s location.
• Be prepared for high call volume and keep non-emergency calls to a minimum. During severe weather, many people may try to call at the same time, which may cause network congestion. If you get a "fast busy" signal on your phone, hang up, wait a few seconds, then try again.
• Try texting vs. calling. Because it requires fewer network resources, text messages may go through faster than voice calls.

AT&T Preparations

AT&T’s Network Disaster Recovery (NDR) program is one of the largest in the industry. Our NDR fleet consists of more than 750 pieces of specialized response equipment readied for quick deployment, including:

• Mobile cell sites and mobile command centers
• Flying COWs® (Cell on Wings)
• Drones for assessing cell site damage
• Emergency communications vehicles
• Basecamp operations with sleeping bunks, bathrooms, showers, kitchen, on-site nurse and meals ready-to-eat (MREs)
• Hazmat equipment and supplies
• Technology and support trailers to provide infrastructure support and mobile heating ventilation and air conditioning
• Internal and external resources for initial assessment and recovery efforts

In addition, FirstNet, Built with AT&T – America’s Public Safety Network – and its dedicated fleet of more than 180 deployable network assets are at the ready. The FirstNet Response Operations Group™ (ROG) – led by a dedicated team of former first responders – is working around the clock to support public safety’s emergency communications and has liaisons engaged with local and federal agencies.