As Western North Carolina continues to recover from the aftermath of Hurricane Helene, thousands in the region remain without internet, cable, or cell service.
Major service providers for Western North Carolinians include AT&T, Optimum, Verizon and Spectrum.
Here are updates as of Wednesday, Oct. 16:
SPECTRUM:
In North Carolina, more than 236,000 Spectrum customers lost service at the height of the storm, according to Spectrum’s website.
At a Buncombe County briefing on Oct. 14, Spectrum officials sent a statement to county officials that said, “Spectrum expects complete restoration to all locations that have power and are safe to access by October 19.”
Spectrum declined multiple interview requests from BPR. The company issued a statement to BPR on Oct. 5:
“Right now, we have over 3,000 field leaders, technicians and engineers actively working around the clock to access and repair any damage to our network as a result of Helene and its aftermath. The overwhelming impact remains loss of commercial power. Once power is restored to homes, streets and neighborhoods, Spectrum customers are seeing their services come back online. Utility companies continue to clear and confirm safe, those harder hit areas, and our teams are gaining more access, and once cleared safe by utilities, are repairing physical damage to our network. We’re in regular contact with the power companies and local authorities and our teams are ready to begin work in these areas, once they are deemed safe and opened up to us.”
On Oct. 16, Spectrum officials sent an update to Buncombe County about a cut underground line in Marion resulting in 31,000 customers going offline.
AT&T
In a statement to BPR, Madelynn Traylor, communication and public relations manager for AT&T said, “We have made a lot of progress as 97% of wireline customers have been restored; however, we realize we still have customers without service.”
Maintenance crews working on getting services back online are running into issues like critical infrastructure being damaged and areas without power.
“We also need to ensure that debris is removed to safely access sites. We will continue to refuel generators and provide mobile cell towers until they are no longer needed, Traylor said.”
There is no timeframe for when services will be restored. AT&T provided this information for its customers:
- If you have power, and you have a home internet issue, you might need to reset your modem. You can find information on AT&T’s website to troubleshoot to see if that might be the issue.
- If customers have gone through those options, please reach out to AT&T and let them know. The issue may be something specific to your address.
- Information on cell service can be found on the website as well.
AT&T is waiving charges for residential and business wireline orders placed now through October 27, 2024. Information on that can be found at this link.
OPTIMUM
Optimum services as of Oct. 15 are 83% restored according to vice president and regional general manager Elton Hart.
“Right now, 77% of our Hendersonville customers are back online, 98% in Franklin, 98% in West Jefferson, 76% in Nebo and those are some great areas that we can continue to focus on.”
Hart said crews have been out restoring services and working closely with the Department of Transportation (DOT) since roads were open and safe to travel on.
Destroyed infrastructure, downed trees and downed power lines hindered Optimums’ crew from restoring full services, Hart explained.
“We share the same poles as power but sometimes not the same path. So some of our customers may have power, but you don't have internet yet,” Hart said. “We share poles with the power company but we don't share the same path when it comes to supplying the internet connectivity to your house that we have. So even though you have power, you may not have the internet.”
Hart added that the way the community has come together isn’t anything like he has ever seen.
Optimum is offering services for customers and for those who aren’t customers. Western North Carolinians are encouraged to head to the following locations:
- 717 South Grove Street in Hendersonville
- Blue Ridge Mall parking lot
- 451 N Main St., Hendersonville, NC 28792
For further support, call 888-467-8468 or visit optimum.com to see what Optimum is offering customers affected by Hurricane Helene.