T-Mobile responde al huracán Helene (actualizado el 10/10)

AM Update: October 10, 2024

We have overcome extremely challenging conditions to fully restore all but two sites that support a very small number of customers - one in Piedmont, South Carolina and one outside Morganton, North Carolina. We are working closely with a third-party vendor to make repairs to these two sites and anticipate restoration within 24 to 48 hours.

Concessions Update
We extended unlimited talk, text and data for T-Mobile, Metro by T-Mobile and Assurance Wireless customers who don’t already have it through tomorrow, October 11, in the following counties:

• Georgia: Appling, Atkinson, Coffee and Jeff Davis
• North Carolina: Avery, Buncombe, Mitchell and Yancey

How to Help
T-Mobile is supporting organizations helping those impacted by the devastation of Hurricane Helene.

• We encourage everyone to donate to our partner, the American Red Cross, which is providing comfort, support and relief. We are also matching our employee donations 2:1 through Benevity.
• When you ride with one of our rideshare partners, you can now donate to the American Red Cross through in-vehicle video programming.
• T-Mobile is a sponsor of the special benefit “Concert for Carolina” on October 26 in Charlotte, North Carolina, which supports the North Carolina Community Foundation Disaster Relief Fund.

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Actualización: 6 de octubre de 2024

T-Mobile Starlink Direct-To-Cellular Service & Network Update
Our engineers and field technicians have been steadily working to recover our network across states impacted by the devastation of Hurricane Helene. This includes deploying a large fleet of generators, SatCOLTs, SatCOWs, VSATs, microwave technology and other temporary solutions provide connectivity to first responders, public safety and communities, collaborating with partners to repair damaged fiber and providing charging and Wi-Fi to anyone who needs it at shelters, reunification centers and other locations.

Our network is almost fully restored along affected regions, with less than 1% of network sites in specific areas where conditions remain particularly challenging not connected. We continue our efforts to support these communities.

The teams at T-Mobile and Starlink asked for and received Special Temporary Authority from the FCC to operate our T-Mobile Starlink Direct-to-Cellular service over parts of North Carolina affected by Hurricane Helene. While SpaceX's direct-to-cell constellation has not been fully deployed, we felt that getting even this early test version into the hands of people on the ground could provide vital support as teams work to get infrastructure and services back online and help first responders with rescue efforts.

Community Support Locations for Saturday, October 5:
T-Mobile teams continue to remain in the Carolinas offering charging and Wi-Fi connectivity at the following locations today, during their open hours. Please check back for updates as locations may change.

Carolina del Norte  

• Western North Carolina (WNC) Agricultural at 1301 Fanning Bridge Road, Fletcher, NC 28732
• Asheville Middle School at 211 S. French Broad Ave., Asheville, NC 28801
• Dr. Wesley Grant Southside Community Center at 285 Livingston St. Asheville, NC 28801

Carolina del Sur

• Greenwood County Emergency Medical Services at 528 Monument St., Greenwood, SC 29646

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PM Update: October 5, 2024

Community Support Locations for Saturday, October 5:
T-Mobile teams continue to remain in the Carolinas this weekend offering charging and Wi-Fi connectivity at the below locations, during their open hours. Please check back for updates as locations may change.

Carolina del Norte  

• Western North Carolina (WNC) Agricultural at 1301 Fanning Bridge Road, Fletcher, NC 28732
• Asheville Middle School at 211 S. French Broad Ave., Asheville, NC 28801
• Dr. Wesley Grant Southside Community Center at 285 Livingston St. Asheville, NC 28801
• Tractor Supply Co. at 125 Old US Hwy 70 E, Black Mountain, NC 28711

Carolina del Sur

• Greenwood County Emergency Medical Services at 528 Monument St., Greenwood, SC 29646

AM Update: October 4, 2024

Community Support Locations for Friday, October 4:
T-Mobile teams remain in the hardest hit areas of North Carolina and South Carolina, offering charging and Wi-Fi to anyone who needs it at yesterday's locations (see below) during their open hours. Please check back for updates as locations may change.

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AM Update: October 3, 2024

Community Support Locations for Thursday, October 3:
T-Mobile teams continue to be in North Carolina and South Carolina today offering charging and Wi-Fi connectivity at the following locations, during their open hours. Please check back for updates as additional locations may be added or changes made based on evolving needs. Here's the information:

Carolina del Norte  

• Western North Carolina (WNC) Agricultural at 1301 Fanning Bridge Road, Fletcher, NC 28732
• Asheville Middle School at 211 S. French Broad Ave., Asheville, NC 28801
• Dr. Wesley Grant Southside Community Center at 285 Livingston St. Asheville, NC 28801
• Tractor Supply Co. at 125 Old US Hwy 70 E, Black Mountain, NC 28711
• Tractor Supply Co. at 14 Monticello Rd, Weaverville, NC 28787

Carolina del Sur

• Greenwood County Emergency Medical Services at 528 Monument St., Greenwood, SC 29646

Concessions Update
We are extending unlimited talk, text and data for T-Mobile, Metro by T-Mobile and Assurance Wireless customers who don’t already have it through tomorrow, October 4, in the following counties:

• Georgia: Appling, Atkinson, Bacon, Berrien, Brooks, Burke, Clinch, Coffee, Columbia, Cook, Echols, Emanuel, Evans, Glascock, Jeff Davis, Jefferson, Johnson, Lanier, Lincoln, Lowndes, McDuffie, Montgomery, Pierce, Richmond, Screven, Telfair, Toombs, Treutlen, Ware, Warren and Wheeler
• North Carolina: Ashe, Avery, Buncombe, Burke, Cleveland, Henderson, McDowell, Mitchell, Polk, Rutherford, Transylvania, Watauga and Yancey
• South Carolina: Aiken, Edgefield, Greenville, Greenwood, Laurens, McCormick, Newberry, Saluda, Spartanburg and Union
• Virginia: Grayson and Russell

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AM Update: October 2, 2024

Community Support Locations for Wednesday, October 2:
T-Mobile teams will be in North Carolina and South Carolina again today offering charging and Wi-Fi connectivity at the following locations, during their open hours. Please check back for updates as additional locations may be added or changes made based on evolving needs. Here's the information:

Carolina del Norte

• Western North Carolina (WNC) Agricultural Center at 1301 Fanning Bridge Road, Fletcher, NC 28732
• Asheville Middle School at 211 S. French Broad Ave., Asheville, NC 28801
• Dr. Wesley Grant Sr. Southside Community Center at 285 Livingston St. Asheville, NC 28801
• Tractor Supply Co. at 125 Old US HWY 70 East, Black Mountain, NC 28711
• Tractor Supply Co. at 14 Monticello Rd, Weaverville, NC 28787

Carolina del Sur

• Greenwood County at 528 Monument St., Greenwood, SC 29646

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PM Update: October 1, 2024

Actualización de la red
We are continuing to make steady progress to recover remaining impacted sites. Here are the latest updates:

• Jacksonville, Florida to Valdosta and Savannah, Georgia: We’re deploying more portable generators to restore sites impacted by commercial power outages. In the rural areas between these cities, teams are working to repair damage from downed poles and trees.
• Augusta, Georgia: The majority of impacted sites are back up. We are continuing to deploy portable generators and microwave equipment to restore power and backhaul at remaining sites.
• North Carolina and South Carolina: Though conditions remain challenging, our teams are continuing to make progress across the Carolinas. We've executed hundreds of site assessments, deployed hundreds of portable generators and each day have expanded our deployment of SatCOLTs and VSATs to support public safety efforts and connect impacted communities. As technicians perform site assessments in extremely rural areas, we have brought in additional assets to support recovery where outages may otherwise be prolonged.
• Tennessee: Our third-party vendor repaired the additional damaged fiber in Johnson City, restoring the vast majority of sites in the area. We’re working to bring back the few remaining impacted sites.
• West Virginia: We’ve restored nearly all sites in West Virginia.

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AM Update: October 1, 2024

Community Support Locations for Tuesday, October 1
T-Mobile teams will be in North Carolina and South Carolina offering charging and Wi-Fi connectivity at the following locations, during their open hours. Please check back for updates as additional locations may be added or changes made based on evolving needs. Here's the information:

Carolina del Norte

• Western North Carolina (WNC) Agricultural Center at 1301 Fanning Bridge Road, Fletcher, NC 28732
• Asheville Middle School at 211 S. French Broad Ave., Asheville, NC 28801
• Dr. Wesley Grant Sr. Southside Community Center at 285 Livingston St. Asheville, NC 28801
• A-B Tech Community College at 340 Victoria Rd., Asheville, NC 28801

Carolina del Sur

• Greenwood County at 528 Monument St., Greenwood, SC 29646

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PM Update: September 30, 2024

Images of T-Mobile's Emergency Network Restoration and Community Support Deployments in North Carolina

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AM Update: September 30, 2024

Community Support Locations for Monday, September 30
Additional locations for our community support teams have been added for Monday, September 30. Teams will offer charging and Wi-Fi connectivity at the following locations, during their open hours. Please check back for updates as additional locations may be added or changes made based on evolving needs. Here's the information:

Carolina del Norte

• Hendersonville County Parks and Recreation Center at 708 South Grove St., Hendersonville, NC 28792
• Asheville Middle School at 211 S. French Broad Ave., Asheville, NC 28801
• Dr. Wesley Grant Sr. Southside Community Center at 285 Livingston St. Asheville, NC 28801

Carolina del Sur

• Greenwood County Emergency Medical Services at 528 Monument St., Greenwood, SC 29646
• Glenwood Baptist Church at 35 Saco Lowell Rd., Easley, SC 29640

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PM Update: September 29, 2024

Community Support Locations for Monday, September 30
On Monday, September 30, our community support teams will offer charging and Wi-Fi connectivity at the following locations, during their open hours. Please check back for updates as additional locations may be added or changes made based on evolving needs. Here's the information:

• Fletcher, North Carolina: Western North Carolina (WNC) Agricultural Center at 1301 Fanning Bridge Road, Fletcher, NC 28732
• Greenwood, South Carolina: Greenwood County Emergency Medical Services at 528 Monument Street, Greenwood, SC 29646

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Actualización: 29 de septiembre de 2024

Actualización de la red
T-Mobile's network is completely or nearly restored in Virginia, Kentucky, Indiana, Ohio and Pennsylvania and most of Florida including Tampa, Miami and Orlando. In other locations restoration continues as conditions allow:

• Jacksonville, Florida to Valdosta and Savannah, Georgia: We are recovering sites, however third-party transport and backhaul issues continue to impact restoration. We plan to complete an additional 80 to 90 site assessments and position over 60 additional portable generators today.
• Augusta, Georgia: We’ve deployed several trailers of portable generators as well as microwave equipment to restore power and backhaul, and have two more trailers deploying today.
• North Carolina and South Carolina: Our crews have overcome extremely challenging conditions and limited site access to restore 132 sites and position 149 portable generators in the last 24 hours and their work will continue today. In addition to the SatCOLT in Hendersonville, we’ve activated another at the Tractor Supply Co. in Asheville and are working to place others at the Mission Hospital in Asheville, the Cherokee County Emergency Operations Center (EOC) in Murphy and in Cherokee to support the Eastern Band of Cherokee Indians.
• Tennessee: Our third-party vendor repaired the damaged fiber in Johnson City but identified additional cuts. Once those are repaired majority of service should be restored in the area.
• West Virginia: Over half of sites have been restored. Our teams are actively working in Princeton and Bluefield to recover the remaining affected sites.

As sites are recovered, we’re moving assets including portable generators, SatCOLTs and SatCOWs, VSATs and microwave equipment to our staging yard in Spartanburg, South Carolina for further deployment as soon as conditions permit.

Community Support Update
We have a team at the Central Square Complex Gym (216 S. Madison Ave, Douglas, GA 31533) today providing Wi-Fi, power and device charging for anyone who needs it. 

Additional community support resources are relocating to our staging area in Spartanburg, South Carolina and will be moved to support communities, first responders and employees as conditions become safe.

First Responder Update
Our emergency teams are actively supporting and coordinating efforts across North Carolina, South Carolina, Virginia, Georgia and Florida with network assets to provide connectivity to first responders, public safety and relief organizations at federal, state and local levels.

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PM Update: September 28, 2024

We currently have over 500 emergency crew members, field engineers, technicians and others deployed from Florida and Georgia, through the Carolinas and up to Ohio working to rapidly recover impacted sites and restore coverage. Here are the latest major updates:

• Florida: The network is nearly restored in Tampa and operating as expected in Miami, Orlando and surrounding areas. Additional portable generators are being deployed in Jacksonville and Valdosta to restore the remaining sites affected by power outages.
• Georgia: Deployment of portable generators microwave equipment continues to restore connectivity, particularly in the Augusta area. Downed trees and heavy traffic are causing minor recovery delays.
• South Carolina and North Carolina: Over 60 additional portable generators were deployed and over 100 sites were recovered today. A SatCOLT was deployed to Hendersonville, North Carolina to support local public safety. As access in and out of the western Carolinas is starting to open, site assessment and restoration will continue.
• Tennessee: Like in the Carolinas, site access has been limited due to unsafe conditions. In addition to ongoing commercial power outages, a third-party fiber cut is impacting service in Johnson City. We are working closely with our vendor on repairs and expect to complete them later tonight.

Our teams are continuing to assess sites and deploy a large fleet of network assets — including generators, heavy-duty SatCOLTs (Satellite Cell on Light Trucks), VSATs (Very Small Aperture Terminals), drones, microwave kits and other equipment — to restore connectivity in these and other impacted areas including in Ohio, Virginia and West Virginia as conditions allow.

We’ll provide additional updates throughout the weekend.

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AM Update: September 28, 2024

Community Support Update
Our teams are deployed at the following locations until 4:00pm ET today providing Wi-Fi, power and device charging for anyone who needs it. These locations and/or times may change as needs change:

• T-Mobile Store: 238 Robert C. Daniel Jr. Pkwy, Augusta, GA 30909
• T-Mobile Store: 6015-A Wade Hampton Blvd, Taylors, SC 29687
• Madison County Central School: 2093 West US-90, Madison, FL 32340

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PM Update: September 27, 2024

Quick Network and First Responder updates this evening:

• Florida: Service restoration is underway in parts of Florida that experienced interruptions due to commercial power loss and storm damage. We are deploying additional network resources, such as SatCOLTs, to prioritize requests from public service agencies in Taylor County and Pinellas County. A heavy-duty SatCOLT has been deployed to Cross City, Florida to enhance signal strength at a first responder command center.
• Georgia We're sending almost 50 additional generators to Georgia for arrival this evening to support recovery efforts in the Augusta area. Additionally, a large SatCOLT is being deployed to assist first responders in the southern part Blackshear, Georgia.
• South Carolina and North Carolina: Field network and engineering teams are assessing sites as conditions permit. Additional portable generators are being brought in to restore power to affected sites, and we’re collaborating with the North Carolina State Emergency Operations Center to identify further needs.
• Virginia: Overlapping coverage is helping to maintain connectivity for customers, although some may experience service interruptions due power outages.

How to Help
The American Red Cross is working to with officials and partners to provide residents with comfort, support and relief during these challenging times. T-Mobile customers and employees can help by donating here. And we’ve extended 2:1 matching for employee donations.

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AM Update: September 27, 2024

Our thoughts are with those impacted by Hurricane Helene's catastrophic destruction. Helene landed in Florida's Big Bend area last night as a Category 4 hurricane, the strongest on record to make landfall in the region, bringing 140 mph winds and record-setting storm surges over 15 feet high. Helene continues to move north and has been downgraded to a tropical storm but is expected to continue delivering heavy rainfall, historic flooding and tornado warnings. Widespread commercial power outages have occurred or are expected in Florida, Alabama, Georgia, North Carolina, South Carolina, Tennessee and Virginia.

Actualización de la red
Our network and engineering teams are on the ground and assessing sites across Helene's path to identify damage. Overlapping coverage and hardening efforts, including permanent generators at cell sites, switches, Customer Experience Centers and other locations, have helped to keep customers connected where available. However, we have identified some interruption of service due to commercial power loss and storm-related damage.

We are deploying network assets, including heavy-duty SatCOLTs (Satellite Cell on Light Trucks), quick-deploy VSAT (Very Small Aperture Terminal) kits, microwave solutions and drones to restore coverage and support first responders and public safety. We'll continue to closely monitor the network, partner with local utilities and authorities, and assess more sites as conditions safely allow. Teams will also be on the ground to re-direct antennas that shifted due to wind and refill generators as it is safe to do so.

First Responders & Public Safety Update
Our emergency team is working to identify and prioritize needs, provide network connectivity and emergency resources and restore wireless service as quickly as possible in close partnership with Emergency Operations Centers (EOCs) across all impacted states, including being in-person at the State of Florida EOC in Tallahassee and State of Georgia EOC in Atlanta; alongside our weather partners, first responders and public safety agencies; and with federal, state and local officials.

Agencies needing communications assistance can reach out to our 24-hour emergency hotline at 888-639-0020 or email at ERTRequests@T-Mobile.com.

Concessions Update
In addition to the locations listed below, we are activating unlimited talk, text and data for T-Mobile, Metro by T-Mobile and Assurance Wireless customers from tomorrow, September 28, through Wednesday, October 2, in the following counties:

• Florida: Bradford, Clay, Nassau, Pinellas and Putnam
• Georgia: Banks, Barrow, Bryan, Bulloch, Camden, Chatham, Clarke, Clinch, Columbia, Coweta, Douglas, Effingham, Elbert, Evans, Franklin, Glascock, Greene, Habersham, Hancock, Hart, Jefferson, Lincoln, McDuffie, Morgan, Oglethorpe, Rabun, Richmond, Stephens, Taliaferro, Warren, White and Wilkes
• North Carolina: Alexander, Alleghany, Ashe, Avery, Buncombe, Burke, Caldwell, Cleveland, Gaston, Haywood, Henderson, Jackson, Lincoln, Macon, Madison, McDowell, Mitchell, Rutherford, Transylvania, Watauga and Yancey
• South Carolina: Abbeville, Aiken, Allendale, Anderson, Bamberg, Barnwell, Beaufort, Calhoun, Cherokee, Chester, Colleton, Edgefield, Fairfield, Greenville, Greenwood, Hampton, Jasper, Kershaw, Laurens, Lexington, McCormick, Newberry, Oconee, Orangeburg, Pickens, Richland, Saluda, Spartanburg, Sumter, Union, Williamsburg and York
• Tennessee: Grainger, Hamblen, Hawkins, Sullivan and Unicoi
• Virginia: Bland, Carroll, Grayson, Russell, Scott, Smyth, Tazewell and Washington

Community Support Update
Our teams are coordinating with the American Red Cross to support communities and people at critical locations. They will be moving to the hardest hit areas of Florida and Georgia with trucks and trailers to provide power, Wi-Fi, device charging and charging supplies to those in need. We'll provide updates and locations as available.

Empleados
We are reaching out to all our employees across the Southeast to ensure their safety and understand any impacts to them and their families. Our focus is to provide support, particularly to those who have been displaced from their homes due to damage or flooding.

Retail Stores
Some locations will remain closed or operate under modified hours based on conditions. Please use our store locator to check your nearest store.

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25 de septiembre de 2024

Hurricane Helene has officially strengthened to a Category 1 hurricane ahead of making landfall in the Big Bend area of Florida tomorrow night. T-Mobile has activated its emergency teams in anticipation of the severe winds up to 125 mph, 8-12 inches of rain and potentially fatal storm surge Hurricane Helene may bring across Florida, Alabama and Georgia. Here's how T-Mobile and its emergency response teams are working to ensure customers, communities, first responders and others remain connected:

Network Preparation
Our network emergency management team, local market teams and National Operations Centers are vigilantly monitoring our network's performance. T-Mobile's teams are also pre-staging a large fleet of equipment at critical and strategic locations in Florida, Alabama and Georgia for rapid deployment after Hurricane Helene passes and conditions safely allow, and have taken steps to ensure that permanent backup power resources are ready, including:

• T-Mobile’s Mobile Emergency Operations Centers (EOCs): Large RVs with network management and monitoring equipment
• SatCOLTs and SatCOWs: Satellite cell-on-light-trucks and satellite cell-on-wheels that teams can drive to impacted areas to temporarily restore or boost service
• Quick-deploy and portable VSATs: Satellite dishes called “Very Small Aperture Terminals” that can provide a layer of coverage across broad areas and quickly provide temporary wireless service to send and receive data from T-Mobile’s network
• Microwave solutions: Network technology that offers high throughput and low latency for better data usage
• Portable Generators: Portable power solutions that can be quickly set up to power sites and help customers
• Permanent Batteries and Generators: Generators and batteries permanently installed on key sites — such as cell sites, data centers and switching centers — along Hurricane Helene’s path and surrounding areas have been topped up

Moreover, T-Mobile's network modernization allows local teams to swiftly and digitally fine-tune network coverage, focusing on critical areas to boost signal concentration as needed. By adjusting antennas and towers, T-Mobile can bolster connectivity for rescue operations, Incident Command Centers, shelters, reunification centers, hospitals or other essential locations.

Public Safety and First Responders
T-Mobile for Government is actively engaged with numerous federal, state and local officials and emergency management agencies across Florida, Alabama, Georgia, North Carolina, South Carolina and Virginia including: Federal Emergency Management Agency (FEMA), Cybersecurity & Infrastructure Security Agency (CISA) and each state’s Emergency Operations Center.

Our team is already preparing to deploy to support requests from first responders for additional network coverage and capacity once conditions safely allow.

Agencies needing communications assistance can reach out to our 24-hour emergency hotline at 888-639-0020 or email at ERTRequests@T-Mobile.com.

Ayuda a la comunidad
Our teams will be staged in Mississippi and Georgia with a second large fleet of equipment and assets for deployment once conditions are safe. This includes a Community Support Command Center to serve as a central hub for T-Mobile's community operations, as well as numerous heavy-duty trucks and trailers that provide Wi-Fi and device charging and are stocked with charging supplies for anyone who needs them.

Customer Concessions
While the majority of our customers are on plans with unlimited talk, text and data, for those who aren’t we are offering unlimited talk, text and data for T-Mobile, Metro by T-Mobile and Assurance Wireless customers from tomorrow, September 26, through Wednesday, October 2, in the following counties:

• Alabama: Barbour, Chambers, Henry, Houston, Lee, Randolph and Russell
• Florida: Alachua, Baker, Calhoun, Citrus, Columbia, Dixie, Franklin, Gadsden, Gilchrist, Gulf, Hamilton, Hernando, Jackson, Jefferson, Lafayette, Leon, Levy, Liberty, Madison, Suwannee, Taylor, Union and Wakulla
• Georgia: Appling, Atkinson, Bacon, Baker, Baldwin, Ben Hill, Berrien, Bibb, Bleckley, Brantley, Brooks, Burke, Butts, Calhoun, Candler, Charlton, Chattahoochee, Clay, Clinch, Coffee, Colquitt, Cook, Crawford, Crisp, Decatur, Dodge, Dooly, Dougherty, Early, Echols, Emanuel, Glascock, Grady, Hancock, Harris, Heard, Houston, Irwin, Jasper, Jeff Davis, Jefferson, Jenkins, Johnson, Jones, Lamar, Lanier, Laurens, Lee, Lowndes, Macon, Marion, Meriwether, Miller, Mitchell, Monroe, Montgomery, Muscogee, Peach, Pierce, Pike, Pulaski, Putnam, Quitman, Randolph, Schley, Seminole, Spalding, Stewart, Sumter, Talbot, Tattnall, Taylor, Telfair, Terrell, Thomas, Tift, Toombs, Treutlen, Troup, Turner, Twiggs, Upson, Ware, Washington, Wayne, Webster, Wheeler, Wilcox, Wilkinson and Worth

Employees and Retail Stores 
We are monitoring potential impacts on our employees, retail stores and other locations. For updates on local store operations, please use our store locator to check your nearest store, as some locations may be temporarily closed or operating under modified hours in the coming days. 

Más información
For more information on how T-Mobile prepares for emergencies and disasters along with steps that customers can take to prepare, please go T-Mobile’s Emergency Response Resource site at: https://www.t-mobile.com/news/emergency-response.