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Newsroom

Nashville Network Recovery Update

 

Monday, December 28, 2020 10:00 a.m. EST

Network Update:
Our mobility network is now operating normally following Friday’s explosion in Nashville. We still have 11 portable cell sites running in the region to support customers and first responders. We have begun to turn down portable sites that are no longer needed given the recovery of service, but we will have resources standing by in the region as needed.

As a reminder, Cricket customers in affected areas will receive a notification that we are giving you more time to pay your bill by extending your current payment due date to 12/31. Your bill cycle otherwise remains the same. You can dial *PAY on your phone to easily make a payment with a credit card. If you’ve already made a payment, thank you. If you need to find your nearest Cricket Wireless store location, please be sure to visit our store locator page to confirm store hours.



Sunday, December 27, 2020 6:00 p.m. EST

Network Update:
Considerable progress has been made on our restoration efforts today. As of now, 96% of our wireless network is restored. It is our goal to restore all service late today.

The AT&T building on 2nd Avenue in Nashville suffered significant damage in the explosion. In the hours that followed the explosion, our local service remained intact through temporary battery power. Unfortunately, a combination of the explosion and resulting water and fire damage took out a number of backup power generators intended to provide power to the batteries. That led to service disruptions across parts of Tennessee, Kentucky and Alabama. More than 48 hours later, some customers are still experiencing outages. We know it is frustrating and we apologize for the inconvenience. We also thank you for your understanding.

We remain committed to restoring service as quickly as possible and will continue to provide additional updates here as our recovery progresses.

Customer Update:
Our thoughts are with everyone impacted by the Nashville explosion. We are working hard to keep you connected. Cricket customers in affected areas will receive a notification that we are giving you more time to pay your bill by extending your current payment due date to 12/31. Your bill cycle otherwise remains the same. You can dial *PAY on your phone to easily make a payment with a credit card. If you’ve already made a payment, thank you.

If you need to find your nearest Cricket Wireless store location, please be sure to visit our store locator page to confirm store hours.



Sunday, December 27, 2020, 10:00 a.m. EST

Significant progress was made in our restoration efforts overnight. Power was restored to 4 floors of the AT&T network facility. So far, more than 65% of mobility sites affected by the explosion on Friday have been restored. Yesterday, more than three feet of water was pumped out of the building’s basement, but access to the lower floors of the building is still limited.

Teams are working to safely bring additional equipment online and reroute services through other facilities in the region. While mobility services have been restored in many areas, we still have more than 17 portable cell sites on the air to aid in communication, including for restoration teams and first responders.

Today our teams are working on adding additional cabling and more generators to provide more power into the building for our equipment and the restoration efforts. We continue to assess the damage to the facility and have confirmed that the building’s commercial power connections are damaged and offline. We are working with the local power utility on repairs.

We'll provide additional updates here as our recovery progresses.



Saturday, December 26, 2020 6:00 p.m. EST

We continue to make progress in our restoration following this devastating explosion. We are completing our work as quickly and as safely as possible. We are beginning to restore power to the facilities in the building after connecting generators through the walls. We are hopeful this equipment maybe back online in the hours ahead. We worked with the Fire Marshal and local officials to ensure this was done safely.

We are pleased to report that we have restored much of the mobility services that were affected in the Lexington, Ky. area. We will continue to bring more areas back online as quickly as possible. In Nashville, we have deployed more than 6 portable cell sites to aid in communication including for restoration teams and first responders. We have additional assets in route for deployment in the region.



Saturday, December 26, 2020, 12:00 p.m. EST

Our teams continue to work around the clock on recovery efforts from yesterday morning’s explosion in Nashville. We’re putting the full-force of our disaster recovery efforts including bringing in regional resources and AT&T National Disaster Recovery teams.

Power is essential to restoring wireless communications and we are working with law enforcement to get access to our equipment and make needed repairs. Given the damage to our facility it will take time to restore service.

We have two portable cell sites operating in downtown Nashville with numerous additional portable sites being deployed in the Nashville area and in the region.

At our facility, the focus of the restoration continues to be getting power to the equipment in a safe and secure way. Challenges remain, including a fire which reignited overnight and led to the evacuation of the building. Currently, our teams are on site working with safety and structural engineers. They have drilled access holes into the building and are attempting to reconnect power to critical equipment. Technical teams are also working as quickly as possible on rerouting additional services to other facilities in the region to restore service.

We continue to be grateful for the work of first responders as they respond to this event and help protect our team working to restore service for our customers.

We'll provide additional updates here as our recovery progresses.