Nearly 20,000 rural Verizon Wireless customers in states like Maine, Michigan, North Dakota, and Montana are being notified their cell service is being terminated because they spend too much time roaming outside of a Verizon Wireless coverage area.

Verizon Wireless won’t say exactly how many customers it recently sent letters to advising them that because they have used “a significant amount of data while roaming off the Verizon Wireless network,” their service will be terminated Oct. 17.

“We’re providing advance notice to these customers so they have plenty of time to port their wireless number to another company before their Verizon Wireless service ends,” Verizon spokesperson Laura Meritt stated. “We regularly review accounts with data use that primarily takes place outside of the Verizon network.”

Verizon denies reports as many as 19,000 customers are losing service as a result of the purge, but their representatives are routinely quoting that number to customers and officials calling Verizon to complain.

Customers have no recourse and if they don’t port their number to another service provider by the termination date, their number will be disconnected and lost for good. The only good news? Verizon wants to disconnect customers so badly, they are willing to forgive the remaining owed balances for any devices financed through Verizon.

Maine

In Winter Harbor, many Verizon Wireless customers reportedly received the same letter, including the town’s police chief Danny Mitchell, who is concerned about the impact Verizon’s decision will have on local public safety.

“From a public safety standpoint, a lot of our 911 calls come in via mobile phone. And when you have less towers or less service to ping off from, then your area of location, instead of getting more specific in the location, is gonna get wider,” Mitchell told WLBZ-TV in Bangor.

Maine’s Public Advocate is concerned as well, and noted this is what happens when unfettered deregulation of telecommunications services give providers the right to terminate any customer for any reason.

“The Office of the Public Advocate is concerned about the well-being of all Maine residents,” the agency wrote. “This loss of wireless communication underscores the importance of our landline network to ensure that individuals can contact public safety officials in the event of an emergency.  Verizon’s actions raise new concerns that areas once deemed a competitive marketplace for telecommunications will once again be served only by their landline provider.  This possibility should be considered as the de-regulation of landline telephone continues throughout the state.”

Public Advocate Barry Hobbins thinks it all comes down to money.

“Because it’s not cost-effective for them, now they’re going to pull the plug — and basically pull the plug on 2,000 customers — then that becomes an issue,” he says.

The decision to terminate an estimated 2,000 customers in rural Maine alone is especially stinging to residents, public safety officials, and community leaders because they bent over backwards to get Verizon Wireless to expand its coverage area in the state.

In 2015, communities in Washington and eastern Hancock counties joined forces to make life easier for Verizon in return for expansion of cell service in the region, quickly approving more than a dozen new cell towers adjacent to well-traveled Routes 1 and 9.

Mitchell said residents are more than a little annoyed that Verizon is kicking them off after all that they’ve done for the company.

In 2015, the Finance Authority of Maine (FAME) insured, at the public’s expense, a $3.4 million loan for Wireless Partners, LLC of Portland to enhance Verizon’s 4G LTE network with up to 32 new cell towers for those counties.

FAME Board Chair Raymond Nowak said at the time, “It is our hope that the planned communication improvements by Wireless Partners will support business expansion, emergency services, and the tourism industry in Maine. Such partnerships are a key part of FAME’s strategy to support infrastructure that enables the success of other businesses.”

“We are pleased to be partnering with FAME and Mechanics Savings Bank on this important project,” added Bob Parsloe, president and CEO of Wireless Partners, LLC. “This project will make it possible for people who live, work and recreate in Downeast Maine to have reliable 4G LTE broadband and voice cellular service that allows them to be connected like the rest of the world.”

Not anymore.

“[People are] going to come out their door every day, look at a cellphone tower and say, ‘Hey, I can’t connect to that because Verizon won’t let me,’” Mitchell said.

In fact, Verizon Wireless customers who don’t live in the area, along with customers of other wireless companies who happen to be roaming while traveling, will be able to use those cell towers while former local Verizon Wireless customers cannot.

Law enforcement and public safety officials feel a little bait-and-switched by the decision.

Washington County Sheriff Barry Curtis says his department is still trying to wrap their heads around what Verizon Wireless is doing. But he seems confident it could adversely affect the department’s ability to stay in touch with law enforcement officials and respond quickly to calls. The decision could, in his view, set back the county several years.

“It’s kind of difficult sitting in this seat as far as being the sheriff here,” he says. “I’m in contact with the commissioners. I’m hoping that they’re going to be stepping up to the plate here, assisting us in this too — filing their complaints. We’re going to need all the help we can get here.”

With a chorus of complaints across rural Maine, officials at Wireless Partners have launched their own damage control effort to point the finger of blame at Verizon Wireless, and claim they had no idea the wireless company was pulling the plug on so many customers.

“Access to 4G LTE is an essential 21st century infrastructure need and it is the mission of Wireless Partners to meet that need in rural, underserved areas of Maine and New Hampshire,” said Wireless Partners CEO Bob Parsloe. “To that end, Wireless Partners built, owns, operates, and is expanding a Verizon Wireless 4G LTE network in Downeast Maine. Along with our network users, we were blindsided to learn that Verizon Wireless mailed subscription cancellation notices to their customers on this network. Wireless Partners was not given advance warning that Verizon Wireless was planning to restrict new customers nor terminate existing customers. We were only made aware of this development from concerned Verizon Wireless customers who were in receipt of the cancellation notification.”

Parsloe did hint at what is motivating Verizon to drop its own customers.

“Verizon Wireless did ask Wireless Partners to assist them in reducing the contractually agreed costs of using our networks,” Parsloe added. “Wireless Partners promptly informed Verizon that it was ready to address their concerns. At no point during this dialogue, which continues in earnest, did Verizon Wireless indicate to us their intent to restrict new customers and cancel current customers.”

Maine’s Public Advocate believes Verizon’s resumption of its unlimited data plan is probably costing the company more than it anticipated in roaming data charges levied by third party cooperating providers like Wireless Partners. In rural areas, private companies and independent providers often lease their networks to larger cellular companies like Verizon to enhance rural coverage and avoid exposing customers to punitive roaming charges. As far as customers are aware, they are using Verizon’s home network and there are no indications on their devices they are roaming.

Hobbins adds Verizon is doing this “all over the country” and residents in Maine — with large expanses of rural areas, are just among the first to react. But it annoys him that Verizon is implying in its letters that customers are doing something wrong. In fact, he says, they were simply using the service plan that Verizon sold them.

“It appears that Verizon induced these companies to build out in the rural areas around the country and then significantly promoted it by saying that they’re covering the rural areas when it fact now after putting those ads out, they’re now not covering the rural areas — in fact, they’re cutting it back,” Hobbins said.

Michigan

In mid-Michigan, customers are also getting termination letters from Verizon Wireless. In Tuscola County, Frank Rouse says he routinely spends $275 a month on four lines with Verizon Wireless and has been a customer for years. But Verizon is kicking him to the curb.

“I was pretty livid. I called customer service and I wasn’t real pleasant with them,” Rouse said, claiming he was furious when he opened the letter. “Why not do something proactive and maybe put up a tower in the area or something to keep the customers and draw in new customers.”

Mid-Michigan residents already have just a few choices for cell service, and now there is one fewer.

For Jamie Hay, it isn’t all bad news. He will lose his Verizon Wireless account but scored more than $3,600 in free phones and tablets he acquired for his family of six just two weeks before getting the letter.

“I made one payment and now I get to keep everything for free because Verizon is closing my account, voiding my payment plans and reporting all devices as now effectively paid in full,” Hay tells Stop the Cap! “Thanks to every other Verizon Wireless customer for covering my fabulous new phones and iPad!”

WNEM-TV in Michigan reports some customers are furious about being terminated by Verizon Wireless, and the company isn’t saying much. (1:32)

North Dakota

At least several hundred customers were notified across North Dakota that their Verizon Wireless service would also be terminated on Oct. 17. For many, once Verizon is no longer an option, cell service is no longer an option. Customers tell Stop the Cap! northern parts of the state are already reeling from North Dakota-based SRT Communications’ decision to exit the wireless business after 20 years. The company said it can no longer compete against larger companies like AT&T and Verizon and lack the resources to continue upgrades.

Customers are being encouraged to switch to Verizon Wireless, and Verizon has bought SRT’s spectrum and promised to improve coverage as part of the deal. But now some customers have been told they will not be able to keep their SRT service or Verizon Wireless much longer.

Montana
“Dropped like a bad habit,” as he put it, Kyle Wasson is among an unknown number of Verizon Wireless customers in Montana losing their Verizon service on Oct. 17.

Wasson, who was nearing a decade as a Verizon Wireless customer, is now no longer wanted, according to the letter he received: “We will no longer offer service for the numbers listed above since your primary place of use is outside the Verizon Wireless network” and “we discovered you are using a significant amount of data while roaming off the Verizon Wireless network.”

Wasson had switched to Verizon’s unlimited data plan which he suspects might have had something to do with Verizon’s decision. Wasson doesn’t have many options in the town of Loring, 15 miles south of the Canadian border.

Neither does Brandi Horn in Harlem or Sue Hagen of Scobey — also told their Verizon service was being terminated next month.

“There is no better service in rural Montana than Verizon,” Horn said. “It’s going to be hard finding an affordable and high-coverage service now.”

LTE in Rural America (LRA) Program Implicated in Disconnections

Observers suspect the crackdown on rural roaming is primarily affecting customers served by the 21 partners Verizon has enrolled in its (LRA) program.

Under the program, LRA members lease Verizon’s 700MHz Upper C Block spectrum. Partners have access to Verizon’s network vendors and discounts and can sell the same equipment Verizon offers its customers in their stores. But the 21 companies are responsible for financing and building their own networks and can sell service independent of Verizon. In return, Verizon customers can “roam” on those networks as if they were still within Verizon’s home network. Verizon’s partners gain access to resources to build out their own LTE 4G networks and have a certain amount of effectively guaranteed traffic from Verizon customers in their service areas.

Verizon has leased out LTE spectrum covering 225,000 square miles in 169 rural counties in 15 different states. The company said more than 1,000 LTE cell sites have been built and switched on through the program, covering 2.7 million people.

But Verizon does not have the capacity to throttle or deprioritize traffic on third-party networks, meaning customers enrolled in an unlimited data plan can use as much data as they want on partner networks. There is a strong likelihood Verizon has to compensate those providers at premium rates for network traffic generated by their customers.

That means customers are at the highest risk of being disconnected if they are on an unlimited data plan and use their Verizon devices in areas served by these providers — all participants in the LRA program:

Bluegrass Cellular; Cross Telephone; Pioneer Cellular; Cellcom; Thumb Cellular; Strata Networks; S and R Communications; Carolina West; Custer Telephone Cooperative; KPU Telecommunications; Chariton Valley Communication Corporation; Appalachian Wireless; Northwest Missouri Cellular; Chat Mobility; Matanuska Telephone Association; Wireless Partners; Triangle Communications; Nemont; Mid-Rivers Communications and Copper Valley Telecom.

Unattended generators that have run out of fuel and exhausted battery backup systems are causing additional service outages for telephone and wireless customers in Florida, Georgia, Alabama, Puerto Rico, and the U.S. Virgin Islands.

Although the last remnants of Hurricane Irma are now a mild rainmaker moving into the Ohio Valley, the impact of the storm at its peak is still being felt across the southeast, and some customers are surprised to discover new outages even as providers work to restore service in the region.

Data from the Federal Communications Commission and from impacted providers indicate that new cell towers are failing because backup generators have now run out of fuel. Technicians often cannot reach the cell tower sites to refill generator fuel tanks because of driving restrictions and inaccessible roads. The worst outages continue in rural parts of Florida, the Florida Keys, the U.S. Virgin Islands and parts of Puerto Rico.

Most of the telecommunications network failures are a result of power interruptions. Most cell towers are able to withstand hurricane force winds and short-term flooding, and underground fiber connectivity between the tower and the provider means failures from trees falling on utility poles is not usually a problem. In most cases, once power returns, cell towers will return to service almost immediately.

Wireline facilities in Florida are not faring as well, however.

911 Call Centers

Since yesterday, the FCC reports 29 emergency 911 call centers are down or compromised, up from 27 a day earlier:

In Florida:

Down with no re-routes: Homestead Air Force, Marathon County SO, and Ocean Reef

Up without Automatic Caller Location Information (ALI): Cape Coral PD, Collier County EOC, Ft. Myers Police Department, Hardee County Back Up, Hardee County Sheriff, Highlands County Sheriff, Lee County Emergency Dispatch Center EOC, Lee County Sheriff, and Okeechobee County Sheriff’s Department

911 Calls Re-routed with ALI: Atlantic Beach PD, Belle Glade PD, Broward County South Region, Indian River SO, Manalapan PD, Miami Beach PD, Neptune Beach PD, Sanibel Police Department, and St. Augustine PD

911 Calls Re-routed without ALI: Big Cypress Indian Reservation, Clewiston Police Department, Desoto County Sheriff, Glades County Sheriff, Glades County Sheriff Back Up, Hendry County Sheriff, Lee County Backup, and Naples PD

In the U.S. Virgin Islands, the 911 call centers in St. Croix and St. Thomas cannot locate callers and calls from Voice over IP phone lines do not provide the number the person is calling from.

Wireless

As of Sept. 12, the worst affected areas with cell towers out of service:

Alabama: Less than 1% of cell sites in the disaster area are out of service — two of the 87 cell sites in Henry County are offline.

Florida: 24.6% (down from 27.4% yesterday) of all cell sites in the state are out of service. The worst affected counties:

• Collier: Out of 212 sites, 154 are out of service (72.6%)
• Hendry: 36 of the county’s 46 cell sites are down (78.3%)
• Highlands: 43 of 80 cell towers are out of service (53.8%)
• Monroe: 89 of 108 cell towers are out of service (82.4%). Much of Monroe County is in the Florida Keys.
• Union:  Seven of 13 cell sites are not functioning. (53.8%)

Georgia: 10.5% of cell sites in the designated disaster area are out of service. Wilkes County is hardest hit, with one of the county’s two sites out of service. Other significantly affected counties include: Glynn (26.2%), Camden (17.4%), Mitchell (14.7%), Brooks (14%), and Colquitt (12.2%).

Puerto Rico: Puerto Rico: 14.5% (down from 19.4% yesterday) of cell sites are out of service.

U.S. Virgin Islands: 53.8% (down from 55.1%) of cell sites are out of service.

Wireline (Cable and Telephone)

There are at least 7,184,909 (down from 7,597,945 yesterday) subscribers out of service in the affected areas in Alabama, Florida, and Georgia. This includes users who get service from cable or wireline providers.

A massive spike in landline central office failures was also documented yesterday, with service outages at switching centers up from 390 yesterday to 819 today in Florida.

Customer complaints are starting to rise based on early predictions that once power was restored, telecommunications services would quickly follow. That has not always been the case in South Florida, however.

Comcast’s Wi-Fi hotspots are all functioning normally, as long as there is internet service in the neighborhood. But home broadband outages are common, especially in coastal areas and in the Florida Keys. Where power is out, Comcast services go out with it. Getting service back requires first restoring power.

“As of Tuesday morning, we have been able to restore power to some but not all of the equipment that services customers in the Miami-metro area. We are working very closely with Florida Power and Light so they can prioritize these critical facilities and restore commercial power service to them as quickly as possible,” said Mindy Kramer, a Comcast spokesperson. “Our facilities in South Florida have been running on generators since the storm began and unfortunately everyone is need of the same fuel resources. We have been doing our best to refuel these generators so that our facilities are able to stay functioning without commercial power. We have teams deploying additional generators today in South Florida.”

Comcast has a website for customers to report storm impact issues: https://www.xfinity.com/florida.

AT&T U-verse customer Ron Dias in Southwest Miami-Dade lost his bundled services — TV, Internet and digital home phone — Saturday and they are all still out, even though his power was restored Monday. He wants answers.

“I wish they would tell us what is going on. This is the information age,” he told the Miami Herald.

AT&T is treating its outage and restoration information as a proprietary trade secret, much to the frustration of customers like Dias.

AT&T issued the same statement to media outlets:

“In Florida, South Carolina, Alabama and Georgia some [U-verse] customers may be experiencing issues with their service because of flooding and storm damage. Our technicians are working to restore service to affected areas as quickly and safely as conditions allow. Our Network Disaster Recovery team is deploying portable cell sites to the Florida Keys, Miami and Tallahassee. Additionally we are deploying an electronic communication vehicle, command center and a hazmat team to Miami. We have additional resources being staged for further deployment across the region. We are monitoring our network closely and are coordinating with emergency management officials and local utility companies.”

The newspaper quoted Reginald Andre, president of Ark Solvers, a company that manages computer services for condominiums and other businesses, who estimated about 80 percent of his 240 business customers are experiencing outages with either Atlantic Broadband — many of them Miami Beach condominiums — Comcast’s XFINITY or AT&T U-verse, he said. Many have their business’ phone services through the internet too. “If the internet is down, their phones are down.”

Atlantic Broadband, which serves some high-end gated communities, condos and exclusive enclaves in South Florida notes most of its customers lost service during the hurricane, but the company has already restored service to 25% of its customers.

“Atlantic Broadband’s restoration workforce is currently mobilized in Florida and our network and facilities are intact. We have assembled additional response teams from across all Atlantic Broadband operating locations to support these efforts. As commercial power is restored and downed drops are cleared, Atlantic Broadband will be moving briskly to restore services to its customers,” the company said in a written statement.

Frontier Communications, which serves some small Florida communities as well as former Verizon service areas in Florida, has said little about the storm or its recovery efforts, except to ask customers to call the company if their services are not working after power is restored.

No connectivity? Once your power has been restored, please report outages by calling 1.800.921.8101 (English) or 1.800.921.8103 (Spanish).

— Ask Frontier (@AskFrontier) September 12, 2017

Verizon has announced it is relieving itself of all liabilities for Hurricane Harvey and Irma-related outages:

We must also declare a Force Majeure event for Hurricanes Harvey and Irma to the extent that there is any delay or inability by Verizon or its vendors to provide services. Under Verizon’s Service Guide and customer contracts, this declaration relieves Verizon of liability that would otherwise result from any such delays or non-performance.

Verizon Wireless reports 90% of its cell towers in Florida and 97% in Georgia are in service.

“Many of those cell sites are running on backup power as designed for reliability, and massive refueling operations are underway to ensure those sites without commercial power continue in service for our customers and first responders,” the company said on its website. “We continue to assess the impact across Florida, Georgia and South Carolina, and mobile equipment and personnel have been moved into impacted areas. This week we will begin deploying Unmanned Aerial Systems (drones) to survey sites and assess antennae and tower damage. Repairs to impacted network facilities are well underway, and in many cases already complete. We are in contact with federal, state and local emergency management teams and are coordinating communication needs and efforts with them.”

Verizon is also extending its “data relief” offer until Sept. 15 in storm-affected areas. The initial offer began just after midnight on Sept. 9. Verizon is giving postpaid customers talk, text and data overage relief while prepaid customers receive an extra 3GB of data. To see if you qualify, see: Postpaid customer list of qualifying counties or Prepaid customer list of qualifying counties.

Sprint claims: “Progress is being made to the Sprint network as commercial power is gradually restoring across Florida. Sprint has fixed generators at our sites which are helping to provide service to some customers. Additionally, our network crews continue to assess any damage, refuel generators, and work to restore wireless service to customers who may be impacted. As it becomes safe, we will continue to deploy more crews, portable generators and satellite trucks providing temporary wireless coverage across the area. We are reminding people to continue to use text messaging rather than voice calling to help relieve network resources.”

Sprint is waiving all text, call and data overage fees for Sprint, BoostMobile and Virgin Mobile customers in Florida through September 15, 2017, and extending the same previously announced waived overage fees for customers in Puerto Rico and U.S. Virgin Islands through September 15, 2017. Fees will be proactively waived during the specified timeframe. Customers on Unlimited plans will continue to enjoy their unlimited data, call and text benefits. The company will also waive all international call and text overage fees for Sprint, Boost Mobile and Virgin Mobile customers in the U.S. to the Bahamas, and roaming voice and text overage charges for Sprint customers in the Bahamas, effective today through September, 15, 2017. Customers can sign in to their My Sprint account to enable international calling before attempting to make a call. They can also chat with a Sprint International Representative. Customers may cancel international calling at any time following the effective period.

T-Mobile is making it free to call and text from the United States to the Bahamas and Turks and Caicos. T-Mobile will also waive roaming fees on calls and texts for customers in the Bahamas and Turks and Caicos. The offer is good until Sept. 15. T-Mobile also is offering free calling/texting, as well as unlimited data, for Florida customers not on T-Mobile ONE (customers on T-Mobile ONE always have unlimited calling/texting/data). The Florida offer applies to T-Mobile and MetroPCS customers in the following area codes until Sept. 15: 239, 305, 321, 352, 386, 407, 561, 689, 727, 754, 772, 786, 813, 850, 863, 904, 941, 954.

AT&T is 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. This is effective beginning Sept. 8 across all of Florida and Sept. 12 in impacted Georgia counties and continuing through Sept. 17 for all impacted customers. AT&T is also extending payment dates for impacted AT&T PREPAID customers with voice and text service through Sept. 17. This applies to AT&T wireless customers with billing zip codes and AT&T PREPAID customers with billing phone numbers in all of Florida and in nearly 25 Georgia counties – Appling, Atkinson, Bacon, Brantley, Bryan, Bulloch, Camden, Candler, Charlton, Chatham, Clinch, Coffee, Effingham, Evans, Glynn, Jeff Davis, Liberty, Long, McIntosh, Pierce, Tattnall, Toombs, Ware and Wayne. Customers in these areas may still receive data alert notifications during these protected dates, but billing will reflect the correct data charges.

Broadcasters

TV Stations out of service: 9 (up one from yesterday)

• Alabama: None
• Florida: WVFW, WGCU, WSBS (up one from yesterday)
• Georgia: None
• Puerto Rico: WOST, WMEI, WQQZ, and WWKQ (same as yesterday)
• U.S. Virgin Islands: WTJX-TV and W05AWD (same as yesterday)

Radio stations out of service: 51 (up from 25 yesterday)

• Alabama: None
• Florida: WMFM, WAXY, WDOZ, W227CP, W250BH, W274BB, W298BO, W300CL, WAQV, WFLJ, WJFH, W251BM, WROK, WAOA- FM, WHKR, WLZR, WIOD, WOLZ, WINZ, WBTT, WCKT, WZTA, WSVU, WSWN, WOTW, WMFQ, WXUS, WYGC, W240CI, W295BJ, W233AP, WMKO, WEAT, WMFL, WWFR, WJFR, WTIR, WMYR, WCNZ, W294AN, WNWF, WEJZ, WGNE-FM, and WJGO (up 19 from yesterday)
• Georgia: WLFH, WHFX, WBGA, WGIG, WEKL and WGCO (all added since yesterday)
• Puerto Rico: None
• U.S. Virgin Islands: WTJF-FM (same as yesterday)

AT&T, Verizon Wireless, Sprint, and T-Mobile are sending technicians to hundreds of cell sites across Florida to top off fuel generators, test back up batteries, and protect facilities from Hurricane Irma’s anticipated storm surge and associated flooding.

“Customers rely on us, especially during major storms,” said Joe York, AT&T Florida president. “That’s why we practice readiness drills and simulations throughout the year. We do all we can to have our networks prepared when severe weather strikes. We’ve worked for the past few days to position equipment and crews to respond to the storm. We’re closely linked with Florida public officials in their storm response efforts. With a storm of this size, we may have some outages. But if service goes down, we’ll do all we can to get it back up as fast as possible.”

With landfall possible along the Florida coast or inland, Verizon pointed out that in Florida, since last hurricane season, it has densified its network with 4G, fortified coverage along evacuation routes, put cell sites equipment on stilts and installed new systems in hospitals, government and emergency facilities, and high-traffic public areas.

“The country is only beginning to wrestle with recovery efforts from Harvey, and already, residents of Florida and the Caribbean are bracing for another potentially devastating storm in Hurricane Irma,” said Sprint CEO Marcelo Claure. “During times like these, the cost of staying connected to friends and loved ones should be the last thing on anyone’s mind, and we want to do what we can to support our customers across impacted areas.”

AT&T and Verizon Wireless are positioning portable cell tower trailers just outside of areas anticipated to take the brunt of the hurricane. AT&T in particular has a lot to prove as its network now includes FirstNet — a public private wireless broadband network for emergency responders that also depends on AT&T’s wireless networks. States are still in the process of opting in to AT&T’s FirstNet. The company has more than 700 pieces of emergency cellular equipment, including Cell on Wheels, Cell on Light Trucks, portable trailers and generators, and even the possibility of deploying Cells on Wings — airborne cell towers that can restore cell service in areas where roads are inaccessible because of floods.

Wireline companies are also positioning repair crews in the region to bring service back online. Other technicians are checking on emergency generator and battery backup power, particularly for maintaining landline service.

“Our team is working to prepare for extreme weather and will be there for our business and residential customers to quickly and safely restore any affected network services,” reports Frontier Communications, which provides service in former Verizon landline service areas.

The phone company is reminding landline customers that not all phones will operate during a power outage, but that does not mean Frontier’s landline network is down.

“Customers who rely on cordless phones should consider plugging a traditional corded phone directly into the wall. In the event of a commercial power outage, corded phones on the copper network will still operate; cordless ones will not,” the company says. “If commercial power is unavailable, generators and batteries in Frontier’s central offices serve as a backup. Phone lines generally will have enough power in them to use a corded phone. For customers using FiOS phone services, the battery backup will supply voice service for up to eight hours.”

The company also warns customers to watch out for damaged utility lines after the storm is over.

“Stay far away from any downed cables or power lines. Contact Frontier at 800-921-8102 (business) or 800-921-8101 (residential) to report any fallen telephone poles or cables.”

Some companies are offering customers a break on their bills:

• Verizon: Landline customers will not pay any long distance charges for calls to Anguilla, the British Virgin Islands, Puerto Rico, Dominican Republic, Haiti, and the Turks and Caicos Islands from Sept. 6-9. Taxes and any government surcharges applicable will still apply. Verizon Wireless customers inside the U.S. will not be charged for texts or calls originating in the U.S. to those same countries and territories for the same period.
• T-Mobile and MetroPCS customers in affected areas of Puerto Rico:  Will get calls, texts, and unlimited data free from Sept. 6th through Sept. 8th. This free service will be available to customers in the 787 and 939 area codes.
• Sprint: Effective today through Sept. 9, 2017, Sprint will waive call, text and data overage fees for its Sprint, Boost Mobile and Virgin Mobile customers in Puerto Rico and the U.S. Virgin Islands. For Sprint, Boost Mobile and Virgin Mobile customers in the U.S., the company will also waive all international call and text overage fees to the following: Anguilla, Dominican Republic, Haiti, Turks and Caicos, and British Virgin Islands. For the same period, Sprint will also waive roaming voice and text overage fees for its customers in those locations. Fees will be waived during the time specified.
• Comcast: Opening more than 137,000 XFINITY Wi-Fi hotspots throughout Florida to anyone who needs them, including non-XFINITY customers, for free. For a map of XFINITY Wi-Fi hotspots, which are located both indoors and outdoors in places such as shopping districts, parks and businesses, visit Xfinity.com/wifi. Once in range of a hotspot, select the “xfinitywifi” network name in the list of available hotspots and then launch a browser. Comcast internet customers can sign in with their usernames and passwords and they will be automatically connected to XFINITY Wi-Fi hotspots in the future. Non-Comcast internet subscribers should visit the “Not an Xfinity Internet Customer” section on the sign-in page to get started. Non-customers will be able to renew their complimentary sessions every 2 hours through Sept. 15, 2017.

AT&T Offers These Customer Tips:

• Keep your mobile phone battery charged. In case of a power outage, have another way to charge your phone like an extra battery, car charger or device-charging accessory. Applicable sales tax holidays are a great time to stock up on cell phone accessories.
• Keep your mobile devices dry. The biggest threat to your device during a hurricane is water.  Keep it safe from the elements by storing it in a baggie or some other type of protective covering, like an Otterbox phone cover.
• Have a family communications plan. Choose someone out of the area as a central contact.   Make sure all family members know who to contact if they get separated. Most importantly, practice your emergency plan in advance.
• 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.
• Forward your home number to your mobile number in the event of an evacuation. Call forwarding is based out of the telephone central office. This means you will get calls from your landline phone even if your local telephone service is disrupted. If the central office is not operational, services such as voicemail and call forwarding may be useful.
• Track the storm and access weather information on your mobile device. Many homes lose power during severe weather. You can stay up to speed as a DIRECTV customer, by streaming local weather channels using the DIRECTV application on your smartphone. If you subscribe to mobile DVR, you can also stream every channel directly to your phone.
• Camera phones provide assistance. If you have a camera phone, take, store and send photos and video clips of damage to your insurance company.
• Use location-based technology.  Services like AT&T Navigator and AT&T FamilyMap can help you find evacuation routes or avoid traffic from downed trees or power lines. They can also track a family member’s wireless device if you get separated.
• Limit social media activity. Keep social media activity to a minimum during and after a storm to limit network congestion and allow for emergency communications to go through.

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.
• Outline detailed plans for evacuation and shelter-in-place. Practice these plans (employee training, etc.). Establish a backup location for your business and meeting place for all employees.
• Assemble a crisis-management team. Coordinate efforts with neighboring businesses and building management. Disasters that affect your suppliers also affect your business. Outline a plan for supply chain continuity for business needs.

Keeping the lines open for emergencies:

During evacuations, the storm event and its aftermath, network resources will likely be taxed. To help ensure that emergency personnel have open lines, keep these tips in mind:

• Text messaging. During an emergency situation, text messages may go through more quickly than voice calls because they require fewer network resources. Depending on your text or data plan, additional charges may apply.
• Be prepared for high call volume. During an emergency, many people are trying to use their phones at the same time. The increased calling volume may create network congestion, leading to “fast busy” signals on your wireless phone or a slow dial tone on your landline phone. If this happens, hang up, wait several seconds and then try the call again. This allows your original call data to clear the network before you try again.
• Keep non-emergency calls to a minimum, and limit your calls to the most important ones. If there is severe weather, chances are many people will be attempting to place calls to loved ones, friends and business associates.

Additional information and tips for disaster preparedness can be found at www.att.com/vitalconnections.

Nearly 190,000 cable and telephone customers in southeastern Texas and Louisiana remain without service as a result of the aftermath of Hurricane Harvey, which is still meandering offshore in the Gulf of Mexico near the Louisiana/Texas border. Service outages are continuing to increase in number, primarily as a result of severe flooding.

As of this morning, according to the Federal Communications Commission, 364 cell sites are out of service, 4.7% of the total number of cell sites in the affected area, up from 4.1% yesterday. The counties with greater than 50% of cell sites out are Aransas (94.7%), Calhoun (74.1%), and Refugio (84.6%) in Texas. Plaquemines is the only county in Louisiana reporting any cell sites out.

To assist customers, wireless companies are offering freebies for the duration of the storm and flooding (thanks to DSL Reports for gathering the data):

• AT&T: Offering unspecified bill credits until Sept. 1 for AT&T prepaid and postpaid customers in impacted areas for any voice, texting, or data overages.
• Sprint: Free texting, phone calls to southeastern Texas, southwestern Louisiana until Sept. 1.
• T-Mobile: Free texting, phone calls to southeastern Texas, southwestern Louisiana until Sept. 1.
• Verizon Wireless: An additional free 3GB of data for customers in “qualified Texas counties” until Sept. 8.

At least 189,487 Comcast and AT&T customers are out of service, up from at least 148,565 yesterday. Landline central offices are also increasingly failing. As of today, there are 19 offices out of service (up from 11 yesterday) and 22 (up from 21) switching offices now operating on backup power. Because of the outages, Comcast has opened its XFINITY Wi-Fi network for free access to everyone in affected storm areas.

There are nine area radio stations off the air, the same number as yesterday. KJOJ-FM went back on the air, but KMKS failed in the last 24 hours. The other affected stations — all in Texas — are:

KKTX, KUNO, KPRC, KKWV, KAYK, KZFM, KKBA and KEYS.

911 services are being restored in some areas, but have gone down or are degraded in others. As of today, here is the current list:

• 911 Service Down: Calhoun County Sheriff, Tex.
• Rerouted 911 Without Automatic Location of Caller Information: Aransas County SO, Tex.; Bee PD, Tex.; Beeville PD, Tex.; Harris Country Neutral SO, Tex.; Jackson County SO, Tex.; Kemah PD, Tex.; Kingsville PD, Tex.; Kleberg County SO, Tex.; Mathis PD, Tex.; Port Aransas PD, Tex.; and Robstown PD, Tex.
• Rerouted 911: Aransas Pass PD, Tex.; Gonzales County SO, Tex.; Port Lavaca, Tex.; Robstown PD, Tex.; Victoria PD, Tex.; and Wilson County SO, Tex.