BURNSVILLE, North Carolina ‒ Many survivors affected by Hurricane Helene are experiencing ongoing issues with cell phone service, raising serious concerns about their safety, missing emergency alerts, and being unable to reach distant friends and family.

The hurricane caused widespread power outages across the South due to both strong winds and flooding. In addition to power loss, many cell towers were damaged, cutting off communication for potentially millions. Residents have been visibly frustrated as they gather in areas where Wi-Fi or minimal cell service is still available.

In the aftermath, the 355 residents of Red Hill found themselves incapable of contacting loved ones. They were left without updates on road conditions, gasoline availability, generators, or anyone in need of assistance.

“No one had any idea if we were alive or dead,” shared Kacie Smith, 28, who operates the general store in Red Hill.

Cellular service providers have a range of emergency solutions they can activate, including truck-mounted antennas and drones equipped with communication equipment. However, these options require access to disaster-stricken areas, which is still being restored.

“When the cell service goes down, it creates a genuine feeling of disconnection, no pun intended,” remarked Jonathan Sury, a senior staff associate at Columbia University’s National Center for Disaster Preparedness.

“We’ve developed a heavy reliance on these services that didn’t exist two decades ago, or even a decade ago. With all the money spent on utilities – including power, gas, cell service, and Internet – there’s a reasonable expectation that these services will return quickly,” he added.

A significant hurdle is that disasters are occurring more frequently and the average recovery costs are rising. This leads to increased expenses for governments and companies including major cellular providers like AT&T, Verizon, and T-Mobile.

Experts have long warned that the infrastructure in the U.S. – including cell towers, electrical systems, highway bridges, and drinking water facilities – is highly vulnerable to disasters.

Since 1980, federal officials report that the U.S. has experienced nearly 400 weather and climate-related disasters, each costing over $1 billion, amounting to over $2.8 trillion in damages. These figures do not account for the damages from Helene or Hurricane Beryl, which, according to some experts, is estimated to have caused around $30 billion in damages, clean-up costs, lost wages, and tourism revenue while impacting Texas and New England.

“The downside is that more storms are occurring,” stated Shannon Weiner, the emergency management director for Monroe County, Florida. “The positive aspect is that we have improved our response capabilities thanks to collaborative efforts.”

Weiner, who oversees the hurricane-prone Florida Keys and has 20 years of emergency management experience, mentioned that Monroe County began involving cell phone companies in annual regional planning exercises after Hurricane Irma in 2017, which severely disrupted phone service, utility lines, and road access.

“People’s expectations have shifted,” Weiner noted. “They anticipate a quicker response from us.”

Americans anticipate swift assistance following disasters

For many older Americans, the need for constant connectivity might still feel like an optional luxury. However, experts highlight that younger generations, alongside many older individuals, heavily rely on dependable cell service and continuous Internet access for daily life. Many work remotely or require it for medical care or operating small businesses.

This need for connectivity has altered Americans’ expectations regarding the swift restoration of services such as electricity and Internet following a disaster.

According to a survey conducted in 2015, 51% of Americans believe help will arrive within an hour after a major disaster strikes, a significant increase from 32% approximately 20 years earlier.

After the impact of Beryl, some regions in Texas experienced extended power outages that lasted over a month, resulting in at least seven fatalities due to heat-related issues.

The storm Helene made landfall in Florida on Thursday night and proceeded to move inland, causing widespread power outages from Florida’s Big Bend through Georgia, North and South Carolina, Tennessee, and extending into Virginia. The storm claimed over 200 lives, with the death toll potentially rising as search efforts continue.

The efforts to account for the deceased have been complicated by a lack of cell phone service, which has hindered survivors from notifying authorities of their status. Initially, officials reported around 1,000 individuals as missing, but this was largely due to communication challenges.

In response to the communication crisis, federal officials dispatched 40 Starlink internet terminals to the affected areas. These portable terminals, which are compact enough to fit in a backpack and can be powered by a generator or a vehicle’s outlet, provide high-speed Wi-Fi through a network of privately operated satellites.

T.H.O.R. and Other Equipment Ready for Assistance

Telecommunication providers, including Verizon, are deploying specialized trucks like T.H.O.R., which stands for Tactical Humanitarian Operations Response. This impressive mobile communication system is essential for responding to disasters like Helene.

The T.H.O.R. system is built on a Ford truck chassis and features two satellite antennas, two deployable cell towers, large tires, and a striking red paint job. It is also equipped with a drone that can elevate into the air to extend cell signal reach. Operators have even adapted a Starlink satellite terminal onto a battery-powered mountain bike for areas inaccessible by vehicles.

To ensure its protection between deployments, Verizon keeps T.H.O.R. in an underground limestone mine near Independence, Missouri, located about 300 miles from the geographic center of the continental U.S. When a disaster occurs, T.H.O.R. and similar vehicles are dispatched from the mine to quickly restore services upon arrival by connecting to nearby highways.

Although T.H.O.R. was not sent to Helene due to severe road damage, Verizon instead deployed 70 other pieces of equipment, including tethered drones that function as temporary cell phone towers. They have a substantial workforce, including more than 1,000 contractors, working to clear the roads and restore communication.

“We’re making significant progress every day,” stated Jhonathan Montenegro, Verizon’s associate director of engineering for Florida, who is involved in the recovery efforts post-Helene. “We ask everyone for continued patience. While live video streaming may not be possible right now, at least people will be able to make phone calls and message their families to assure them they are safe.”

In addition to T.H.O.R., Verizon has several similar vehicles, a smaller camper-based system, drones, and even a robotic dog stored in what Tony LaRose, Verizon’s associate director of network assurance, affectionately refers to as the “Bat Cave.”

From the Independence location, Verizon can mobilize T.H.O.R. and other recovery units across Interstate 70 to address emergencies in Tornado Alley or down Interstate 49 for assistance after hurricanes hit the Gulf Coast. The company maintains multiple equipment depots nationwide.

LaRose’s idea of housing equipment underground was inspired by the 2011 Joplin, Missouri, tornado, which resulted in over 150 fatalities and caused extensive damage worth $2.8 billion, including launching a semi-trailer 300 feet into the air and propelling a school bus into a garage.

“I envisioned a tornado destroying all of our equipment,” he explained. “We understand the urgency; people need their phones to call for assistance and keep family members informed about their well-being.”

True Preparedness in Action

Other mobile carriers also have similar resources. For instance, AT&T created a specialized 45-foot-long landing craft after relying on a barge to transport cell-phone equipment following Hurricane Ian in 2022 to support Sanibel Island off Florida’s coast.

Moreover, retailers like Home Depot stock up on essential recovery supplies like plywood and generators across the nation. This summer, Home Depot also forged new partnerships to enhance support for Americans residing in Puerto Rico and the Virgin Islands during this year’s hurricane season.

Most cellphone towers come with emergency generators designed to operate independently for several days,

Electric companies nationwide are taking steps to make power lines more resilient against disasters.

For example, Florida Light & Power claims to have buried or reinforced 76% of its major lines that supply essential communities and services, and has replaced almost all of its key transmission poles with either steel or concrete ones.

However, days after the storm ‘Helene’ passed, many residents in Florida’s Big Bend region were still without power.

Sury pointed out that numerous utilities are falling behind in their readiness efforts, often due to the financial costs of these improvements, which could raise customer bills or reduce profits. He added that local governments and some states are also hesitant to allocate the necessary funds for disaster preparedness, especially in times when disasters are becoming more frequent. For instance, while Helene caused power outages, it also devastated drinking-water systems in certain areas of North Carolina.

“We haven’t implemented many of the enhancements that we know are essential,” Sury remarked. “There is a significant lack of preparedness that persists and shows no real indications of improvement. Being ready requires funding.”