Hurricane Helene severely affected communities in the Southeast, knocking out cell phone service in Canton, North Carolina, just when residents needed it the most, according to Mayor Zeb Smathers of the town.

The disruption in phone service “crippled” the town’s ability to communicate during and after the storm, leaving residents struggling to receive vital emergency updates and check on family members, Smathers reported to YSL News. The mayor publicly criticized service providers, arguing that they have not done enough to keep families and emergency responders connected.

“I want to express my profound frustration and anger about the failures in cellular communication, especially the inability to count on these services during critical times,” he stated. “From the outset of this crisis, our communication with essential emergency services was severely compromised, and this is unacceptable.”

He emphasized that ensuring reliable cell communication during disasters should be within the capabilities of these companies.

Helene has resulted in the deaths of at least 100 individuals and left thousands in the Southeast without cell phone or power service, complicating communication for many. Major cellular service providers claim they are working “around the clock” to implement temporary fixes and to fully restore service. However, the situation on the ground has been dire for those unable to reach out to loved ones or to request assistance.

Communications in affected areas may experience disruptions for days, weeks, or even months, and large corporations need to improve their preparation for communication failures brought on by climate change disasters, stated Alyssa Provencio, a professor managing the disaster management certificate program at the University of Central Oklahoma.

“Communication failures will happen; it’s not a question of ‘if,’ but ‘when,’” Provencio explained. “Given the increasing frequency and severity of extreme weather events like hurricanes, earthquakes, or tornadoes, it’s essential to prepare for their inevitable impacts on communication systems.”

Maintaining Hope

Twyla Bosley has been anxiously waiting for information about her daughter, Sorida Gain.

Bosley mentioned that her daughter, 40, was riding out the storm in Marion, North Carolina, with her boyfriend, James McKinney, their dogs, and chickens. Gain sent a text to her mother early Friday, indicating rising floodwaters were starting to enter their basement. That was the last message Bosley received from her.

“I’m trying to stay optimistic that she just can’t contact me at the moment,” Bosley shared. “But my thoughts often drift to the worst possibilities, wondering if something has happened to her or if she got trapped.”

Many individuals stranded in the hardest-hit areas are also eager to communicate with their family members. Desperation is growing for information on what cellular providers are doing and how quickly they can restore access.

Actions Taken by Cellular Providers for Service Restoration

Prior to Helene making landfall, T-Mobile implemented measures just outside the storm’s projected path to ensure their teams could respond swiftly once the storm struck, according to Nicole Hudnet, who serves as the national advisor to T-Mobile’s emergency response team and T-Mobile for government.

Challenges such as road debris and damage have hampered efforts to repair the physical damage to service in some regions, but T-Mobile has dispatched over 500 emergency personnel, field engineers, and technicians across the Southeast. Crews are also working to set up temporary generators for powering cell sites and have established charging stations equipped with Wi-Fi, along with deploying multiple Satellite Cells on Light Trucks (SatCOLTs) that can extend coverage within a 10-mile radius, depending on the terrain, according to Hudnet.

“Our teams are working tirelessly around the clock to restore the network, and they will not cease until everything is fully operational,” Hudnet stated.

AT&T has initiated “one of the most extensive mobilizations of our disaster recovery resources for emergency connectivity assistance” in response to Hurricane Helene, shared Corey Anthony, senior vice president of network engineering and operations, in a statement. The company has set up a disaster response base camp in Georgia and established dispatch yards across several states to increase operational efficiency, according to Anthony.

After Hurricane Helene struck, AT&T has acted on over 130 requests from public safety officials for emergency connectivity assistance, committing to “continue prioritizing their needs for response and recovery communications.” The company stated that it has successfully restored more than 60% of the cell sites in the affected regions, but ongoing power outages might still disrupt service even after repairs.

“Though the recovery may take time in certain areas, we are focusing on those we can reach immediately to restore connectivity as quickly as possible,” Anthony mentioned. “We are making strides, however, locations that have suffered severe damage will need more time for repairs.”

Meanwhile, Verizon teams are busy refueling generators at their cell sites, fixing fiber cables, and establishing alternative connectivity solutions throughout the area, as stated by the company.

Like other providers, Verizon has sent out over 20 “mobile satellite assets” to temporarily connect cell towers and set up charging stations for local community members to reach out to family and friends. In North Carolina, they have also deployed a cell-enabled tethered drone to provide airborne cell service.

“We are observing slow but consistent progress,” the company declared in a Sunday evening update.

What about roaming access in disaster zones?

Disaster roaming services have been activated in severely affected areas allowing any customer to connect with any provider’s operational network, according to a statement from Gov. Roy Cooper. The Federal Communications Commission mandates that carriers offer mutual roaming when a network goes down during significant disasters. Additionally, FEMA has supplied 40 Starlink satellite systems to help first responders communicate in North Carolina, as per a release from the Department of Homeland Security.

All three major carriers contacted by YSL News have agreed to forgo charges for calls, texts, and data use for customers impacted by the storm.

How can people prepare for outages caused by disasters?

Given our heavy reliance on technology, having backup plans ready for emergencies is crucial. Experts recommend the following strategies for navigating outages stemming from glitches, natural disasters, or cyberattacks:

• Cash. Keeping some cash handy is advisable in case mobile payment systems fail or ATMs are offline, as advised by James Kendra, co-director of the Disaster Research Center at the University of Delaware.
• Paper copies of important documents. “I emphasize the importance of having physical copies of your essential documents,” Kendra highlighted. This includes printed bank statements, insurance information, utility bills, and housing documents so you can access important numbers without needing to go online.
• Landline. If your cell service goes down, having a landline might still allow you to send SMS messages or use Wi-Fi for calls or texts.
• A radio. Having a radio can provide access to emergency updates, as mentioned by Provencio from the University of Central Oklahoma. If there’s none at home, there’s likely one in your car.
• Other supplies. Look into assembling a go-bag and gathering necessary items for sheltering in place.