Verizon Response: Hurricane Sally

September 21 Update

Network status:

With over 99% of service restored in the storm-impacted area, Verizon's network is providing service at pre-storm levels with the exception of one cell site where a tower fell. In its place, a satellite-linked temporary cell site is on location to provide service to customers. The team is working to restore service at that final site by mounting antennas to a nearby pole until that tower can be reconstructed.

In the coming days, field teams will continue refueling efforts to keep network facilities up and running until commercial power is fully restored, and will work to clean up antennas and other cell site damages caused by wind or water to optimize service.

Verizon’s virtual Emergency Operations Center will remain open to complete resiliency efforts and be available to respond to the needs of the community and first responders.

FREE Wireless Charging and Internet access, regardless of carrier:

To assist the community in recovery efforts, Verizon has deployed two Wireless Emergency Communications Centers (WECCs) to Orange Beach, AL. These generator-powered mobile units have device charging, computer workstations, and wireless phones, tablets and other devices to communicate with friends, family and other important contacts. 

The WECCs will be stationed at the locations below all week and will be open from 10:00am-6:00pm daily:

• Orange Beach Recreation Center - 4849 Wilson Blvd, Orange Beach, AL 36561

• Orange Beach Sportsplex - 4389 William Silvers Pkwy, Orange Beach, AL 36561

Verizon Foundation donation to Feeding the Gulf Coast:

On Friday, the Verizon Foundation announced a $100,000 donation to Feeding the Gulf Coast, to support their emergency response efforts in the areas hardest hit by Hurricane Sally. This is part of a larger effort to support our communities impacted by wildfires in the West and hurricanes in the South.

Customer Relief: Unlimited calling, texting and data:

Text-to-donate:

Verizon customers can help the American Red Cross in their disaster relief efforts by texting the word HURRICANES to 90999 and $10 will be added to their Verizon Wireless bill upon confirmation of the billing zip code.

Stores status:

All Verizon retail stores in the impacted areas are open business as usual. You can find the nearest one by visiting: https://www.verizonwireless.com/stores/.

September 18 Update

Network status:

We continue to work around the clock on network restoration efforts and have seen positive movement with new cell sites coming back into service. Verizon teams have brought in heavy machinery to clear roadways and restore accessibility to cell sites impacted by the storm, while teams of engineers work to repair damaged equipment and fiber.

In the Orange Beach/Gulf Shores area, a small number of cell sites are out of service due to commercial power outages. These cell sites, located on the tops of condominium buildings, have been inaccessible with building owners having evacuated the area. Verizon’s team continues to work to secure access to those cell sites to deploy portable generators and bring those sites back in service.

Refueling operations continue for sites that are running on generators until commercial power is restored.

Using satellite technology as a temporary alternative to fiber carrying data throughout the network to cell sites, the Verizon Network team was able to get multiple sites back in service throughout the area including Baldwin County and Escambia County (100% of service is restored in Escambia). In parallel, work continues to restore fiber connections to the remaining sites out of service.

Site surveys for all cell sites continue and as they do, our engineers are uncovering numerous antennas that are broken or misdirected as a result of hurricane force winds. If an antenna is not working or is pointing towards the ground or sky as opposed to towards customers, even if the cell site is on air it will not carry optimized levels of cellular traffic. Verizon has teams of tower climbers and repair crews focused on fixing the damage to antennas to optimize coverage and capacity at each of our sites.

Additionally, the team today deployed temporary cell sites with satellite connectivity to support the shelter and Fire Department at Orange Beach Recreational Center, Gulf Shores Police Department, and two main staging areas where power company employees are staging personnel and equipment.

Verizon Foundation donation to Feeding the Gulf Coast:

Today, the Verizon Foundation announced a $100,000 donation to Feeding the Gulf Coast, to support their emergency response efforts in the areas hardest hit by Hurricane Sally, part of a larger effort to support our communities impacted by wildfires in the West and hurricanes in the South.

Customer Relief: Unlimited calling, texting and data:

Text-to-donate:

Verizon customers can help the American Red Cross in their disaster relief efforts by texting the word HURRICANES to 90999 and $10 will be added to their Verizon Wireless bill upon confirmation of the billing zip code.

Stores status:

Verizon retail stores may be closed or have reduced hours due to the storm. You can find the nearest one that’s open by visiting: https://www.verizonwireless.com/stores/.

September 17 Update

Network status:

As roads are cleared and it is safe to move around, teams today are continuing site assessments and restoration. Power outages and fiber connections – needed for cell sites and some mobile assets to work – still pose a significant challenge, so our teams have begun mobilizing portable generators to provide power while commercial power is out and satellite assets to provide connection between the cell sites and the rest of the network until fiber is restored.

Fiber has been restored to the Northern portions of Escambia, Baldwin, Conecuh and Monroe Counties bringing service back for residents and first responders in those markets. Coastal Baldwin County is experiencing service interruptions due to fiber damage. Fiber crews are investigating the cause of the issue, and moving quickly to restore service.

We are in touch with first responders as well as state and local Emergency Operations Centers throughout the impacted area and have mobile assets to deploy in support of their efforts as needed. In accordance with recommended social distancing policies, we have activated our virtual command centers and our employees are using additional Personal Protective Equipment (PPE) as they engage in recovery efforts.

Verizon expands relief to customers in three additional counties most impacted by Hurricane Sally:

For our consumer and small business customers most impacted by Hurricane Sally, beginning Tuesday, September 15 through September 21, Verizon is providing unlimited calling, texting and data to those who reside in the following parishes and counties:

Alabama: Baldwin, Mobile

Florida: Escambia, Santa Rosa

Louisiana: Ascension, Assumption, Jefferson, La Fourche, Livingston, Orleans, Plaquemines, St. Bernard, St. Charles, St. James, St. John the Baptist, St. Tammany, Tangipahoa, Terrebonne, Washington

Mississippi: George, Hancock, Harrison, Jackson, Pearl River, Stone

Also, beginning today, September 17 through September 21, consumers and small business customers in three additional Alabama counties -- Conecuh, Escambia and Monroe -- will receive unlimited calling, texting and data as well.

Text-to-donate:

Verizon customers can help the American Red Cross in their disaster relief efforts by texting the word HURRICANES to 90999 and $10 will be added to their Verizon Wireless bill upon confirmation of the billing zip code.

Stores status:

Verizon retail stores may be closed or have reduced hours due to the storm. You can find the nearest one that’s open by visiting: https://www.verizonwireless.com/stores/.

September 16 Update 6:00 PM ET

Flooding and widespread commercial power outages continue as the wind remnants of Tropical Storm Sally move further inland. We are seeing two significant fiber cuts in the impacted markets (fiber transports data from our cell sites to network switch and core locations). Coastal Baldwin County and the Northern portions of Escambia, Baldwin, Conecuh and Monroe County are experiencing service interruptions because of those fiber cuts. Fiber crews on the scene have identified the location of the issue and are working to restore connectivity.

In other areas we are seeing a handful of scattered sites out of service, but in most of those areas customers will benefit from Verizon’s overlapping network coverage.

Winds have died down, so with the few remaining hours of sunlight our Network field teams are beginning site assessments to determine repair needs. Due to flooding and commercial power losses, crews will not work overnight tonight, but will continue site assessments and begin restoration efforts in earnest at dawn. Mobile cell sites, satellite assets, portable generators and more are on standby for deployment to help with the restoration efforts.

In accordance with recommended social distancing policies, we have activated our virtual command centers in Louisiana and Texas and our employees are using additional Personal Protective Equipment (PPE) as they engage in recovery efforts.

Additionally, our Verizon Response team is deployed in the impacted areas and working to coordinate with first responders. We are in contact with federal, state and local emergency management teams and are coordinating communication needs and efforts with them. First responder customers with wireless priority service should utilize *272 when placing calls.

September 16 Update 

Network status

As Hurricane Sally moves slowly inland, it is leaving commercial power outages and significant flooding throughout the area in its wake. Although we are seeing a handful of sites out of service, in most areas customers will benefit from Verizon’s overlapping network coverage. The Gulf Shores area and the Eastern Shore near Fairhope have multiple sites down, so customers in that area may experience a temporary degradation of service.

There are widespread commercial power outages and our network has backup generators and batteries running to keep our cell sites and switch locations in service throughout the area. As the storm clears and it is safe to do so – possibly even later today - our crews will begin site assessments and repairs, move mobile assets into place as needed, and activate a massive refueling operation to keep sites running until commercial power is restored. With bridges closed in the Pensacola area and flood waters continuing to rise, access to roads and bridges may slow site assessments and mobile network asset movements. The Verizon team is equipped with boats and drones to compensate for land-based accessibility issues.

Our Network teams and vendor partners are staffing our 24x7 virtual wireless command center and are in contact with federal, state and local emergency management teams and are coordinating communication needs and efforts with them.

Verizon offers customers relief in advance of Hurricane Sally:

For our consumer and small business customers in the path of Hurricane Sally, beginning Tuesday, September 15 through September 21, Verizon is providing unlimited calling, texting and data to those who reside in the following parishes and counties:

Alabama: Baldwin, Mobile

Florida: Escambia, Santa Rosa

Louisiana: Ascension, Assumption, Jefferson, La Fourche, Livingston, Orleans, Plaquemines, St. Bernard, St. Charles, St. James, St. John the Baptist, St. Tammany, Tangipahoa, Terrebonne, Washington

Mississippi: George, Hancock, Harrison, Jackson, Pearl River, Stone

Our Verizon Response team is available 24/7 to coordinate with first responders. We are mobilizing charging stations, devices, special equipment, emergency vehicles and more to support local, state and federal agencies across the US. First responder customers with wireless priority service should utilize *272 when placing calls.

Text-to-donate:

Verizon customers can help the American Red Cross in their disaster relief efforts by texting the word HURRICANES to 90999 and $10 will be added to their Verizon Wireless bill upon confirmation of the billing zip code.

Stores status:

Verizon retail stores may be closed or have reduced hours due to the storm. You can find the nearest one that’s open by visiting: https://www.verizonwireless.com/stores/.

September 14 Update

NEW ORLEANS, LA - Having restored network performance back to pre-storm levels in the wake of Hurricane Laura, the Verizon Network team is prepared and ready for Hurricane Sally, which is predicted to make landfall as a hurricane on Tuesday. The Verizon Network team is standing up its virtual Emergency Operation Center and making preparations for the storm’s arrival.

On the heels of the largest post-storm satellite asset deployment in our company’s history following Hurricane Laura, those mobile assets – used to provide temporary connection to cell sites if fiber is damaged – are still in the area and ready to be redeployed. Portable generators – used to provide temporary power in case of widespread commercial power outages – are also fueled and staged in the area. Permanent generators at cell sites and switch locations have been fueled up and tested, and vendors ready to keep refueling efforts going throughout the event are on standby.

In crisis situations, communication is critical. We have experienced it most recently with Hurricane Laura, Hurricane Isaias, the Derecho storms in the Midwest and the west coast wildfires that demonstrated the importance of connecting with critical resources, colleagues, friends and family. Reliability is in our DNA and we prepare all year long for disasters. The strength, reliability and strong performance of our network has been very evident to our customers during recent emergencies and our teams are prepared for Hurricane Sally heading towards the Gulf Coast with the same tireless dedication and commitment to reliable communications.

Verizon offers customers relief in advance of Hurricane Sally:

For our consumer and small business customers in the path of Hurricane Sally, beginning Tuesday, September 15 through September 21, Verizon is providing unlimited calling, texting and data to those who reside in the following parishes and counties:

Alabama: Baldwin, Mobile

Florida: Escambia, Santa Rosa

Louisiana: Ascension, Assumption, Jefferson, La Fourche, Livingston, Orleans, Plaquemines, St. Bernard, St. Charles, St. James, St. John the Baptist, St. Tammany, Tangipahoa, Terrebonne, Washington

Mississippi: George, Hancock, Harrison, Jackson, Pearl River, Stone

Our Verizon Response team is available 24/7 to coordinate with first responders. We are mobilizing charging stations, devices, special equipment, emergency vehicles and more to support local, state and federal agencies across the US. First responder customers with wireless priority service should utilize *272 when placing calls.

Verizon retail stores may be closed or have reduced hours due to the storm. You can find the nearest one that’s open by visiting: https://www.verizonwireless.com/stores/.

Text-to-donate:

Verizon customers can help the American Red Cross in their disaster relief efforts by texting the word HURRICANES to 90999 and $10 will be added to their Verizon Wireless bill upon confirmation of the billing zip code.