To Customers Affected by Hurricane Irma

We’d like to extend our deepest compassion to everyone in the path of Hurricane Irma. You have our best wishes for your continued safety and well-being.

At this time, we are offering a credit for any overages to all customers in Florida and Puerto Rico who have been affected. This credit will be automatically applied to your next invoice. In addition, we will continue to monitor and assess the storm’s impact on other areas as it progresses, and keep you updated on our efforts to provide what relief we can.

On behalf of Consumer Cellular, our thoughts are with everyone in the region during this difficult time.

72 Thoughts on "To Customers Affected by Hurricane Irma"

  1. Diane Kight says

    I was in GA and came home on 9-10-17. while there I was able to call my family in Missouri, FA, and Texas since I have come home the afternoon of the 10th I can not call anyone it says Cellular NeNetwork not avalibe I can understand all the states that had storms, but we have not had a storm in Missouri what do I need to do to get my service going again?

    reply to Diane

    • Ashley at Consumer Cellular says

      Thank you for posting, Diane. Please try turning your phone off, then back on again. This works best near a window or outdoors, and it allows your phone to reconnect with a tower nearby that has the strongest signal. If that doesn’t resolve the issue, please give us a call at 888-345-5509 from another phone so that we can troubleshoot further and resolve the problem. Thank you again for reaching out to us!

      reply to Ashley

      • Bob says

        Hello,

        My husband has your service we are in SWFL he has no service. We called in 2 days ago and turned it off and on as advised by the very nice lady on the phone. Still no service, can you let us know are there still issues in the SWFL area?

        Bob

        reply to Bob

        • Ashley at Consumer Cellular says

          Thank you for posting, Bob. Due to the widespread damage and outages, service may be intermittent while repair personnel work as quickly and safely as possible. We recommend power cycling your phone as you’ve done previously so that you can reconnect to a nearby tower once it has been restored. If you like, we can review the coverage in your area and provide as much information as possible. Please email us at Service@ConsumerCellular.com. Our thoughts are with you and your community during this time, and we wish you the very best.

          reply to Ashley

  2. Cheryl Shufflebarger says

    So glad I had a hot spot during the hurricane! We had no internet but with my hot spot I could stay informed! Thank you consumer cellular !

    reply to Cheryl

    • Ashley at Consumer Cellular says

      Thank you for sharing! We’re so glad the hotspot helped you stay connected, Cheryl. We appreciate you posting, and please know that we are thinking of your and your community during this difficult time.

      reply to Ashley

  3. steve fields says

    How do i apply for the credit?

    reply to steve

    • Ashley at Consumer Cellular says

      Great question, Steve. The credit will automatically be applied to our customers in affected areas. If you have any questions, we’re happy to answer them at 888-345-5509. Thank you for posting, and we wish you the best during this difficult time.

      reply to Ashley

  4. Martha says

    Thank you so much.

    reply to Martha

  5. Bonnie Causey says

    Have no data on phone it says at 100%, how can I fix this?

    reply to Bonnie

    • Ashley at Consumer Cellular says

      Thank you for reaching out to us, Bonnie. I took a look at your account, and I’m glad to see that Matthew, your account advisor, was able to restore data access to your phone. If we can help you with anything else at this time, please don’t hesitate to call us back at 888-345-5509. We appreciate you posting today!

      reply to Ashley

  6. Barbara Stevens says

    It is refreshing to see a company not take advantage of customers in distress. I truly appreciate your consideration.

    reply to Barbara

  7. Deborah says

    I went wayyyy over any data but was able to get a spot outside to connect with FB messenger and family back home in UK . I live in rural NE Fl and we had no other services or utilities till today-thanks CC

    reply to Deborah

  8. William Allman says

    Because of additional usage with my being in Hurricane Irma’s path, I just went over my plan minutes and was pleased the plan was automatically up-graded so overages would not apply.

    reply to William

  9. Susan Gillis says

    I can’t find my phone, when my got back yesterday I thought I left it in my house,my daughter says I left it in Florida. I almost tore this house apart I can’t find it, however I did get a bill for $22.67, I want to pay. Someone should be by this afternoon, maybe they can find the phone.

    reply to Susan

    • Ashley at Consumer Cellular says

      We can help you with your payment, Susan, and suspend your number for a time if you need to switch to a new phone. That way you won’t be responsible for any usage if someone else is using your phone without your knowledge. Please give us a call at 888-345-5509, and we will be happy to assist you with both. Thank you for reaching out to us!

      reply to Ashley

  10. Helen Burkett os @yahoo.com says

    Good morning. We have been without power since Sunday, the 10th 9:30am. We don’t have anything except my consumer Cellular cell phone as our land line, computer, everything is dead at the moment. Thanks to CC I have been able to keep our family & out of state friends informed of our situation & tht we’re okay. I keep getting texts about my overage. Please do what needs doing. The rumor is that we won’t have power until the 22nd. So there you are. And here we are. Thanks for being there. Helen Burkett, long time dedicated customer

    reply to Helen

    • Ashley at Consumer Cellular says

      Thank you for posting, Helen, and we are very glad to hear that your and your family are safe. Our customers in Florida will receive a credit for overages. We’re happy to answer any questions you may have about the credit or about your plan at 888-345-5509. Please don’t hesitate to call if we can help you in any way. We appreciate you posting, and we will continue to keep you in our thoughts.

      reply to Ashley

  11. David Tank says

    I just found out that Consumer Cellular is going to rebate us for usage I did not know that a few days ago and I updated my plan but now it will not let me down grade

    reply to David

    • Ashley at Consumer Cellular says

      Thanks for posting, David! I reviewed your account, and I see that Christina, our account advisor, was able to answer your questions and assist you. If we can help you with anything else at this time, please don’t hesitate to call us at 888-345-5509. We appreciate you reaching out to us, and please know that our thoughts are with you and your community!

      reply to Ashley

  12. Christopher Wright says

    I live in Eustis Fl, rode the hurricane out in Wildwood Fl they say the eye passed right over us. Everyone is safe, minimal damage. Please help me understand why I had no service at either location after the power went off, no wifi (I understand this is power driven) nor 4 or 3 G service( purely air) My sister in law had service throughout the storm on Verizon.

    reply to Christopher

    • Ashley at Consumer Cellular says

      Thank you for posting, Christopher. Due to the widespread damage across the area and tower outages, service was intermittent. We can review your area in detail and provide more information if you like. As for Wi-Fi, you won’t be able to connect if your router is powered off or is unable to provide a strong signal. If we can answer any other questions you may have or review your coverage, please don’t hesitate to call us at 888-345-5509, or reach out to us via email at Service@ConsumerCellular.com. Please know that our thoughts are with you and your community during this difficult time.

      reply to Ashley

  13. Carla Armagost (daughter Pam Chandler) says

    I live in north central Florida and still can not make or receive phone calls on either of our phones?

    reply to Carla

    • Ashley at Consumer Cellular says

      Thank you for taking the time to reach out to us! I was able to review your account, and I see that we were able to assist you and adjust some settings to solve the issue. If we can be of any further assistance, please call us at 888-345-5509. We appreciate you posting, and we wish you and your community the very best.

      reply to Ashley

  14. Karen says

    I live in Lake Wales, Fl. When I lost power during Irma, I also lost my cellular service. My phone would only allow emergency calls. No texting or anything else. I had to drive approximately 1 mile to get service to text my family. Could I have changed any settings on my phone to make the cell service work better? My electricity has been restored & so has my cell service.

    reply to Karen

    • Ashley at Consumer Cellular says

      Great question, Karen. There were many outages due to the widespread hurricane damage. There aren’t any settings that you could have adjusted to avoid the issues you experienced. If you ever lose a signal on your phone, the best thing you can do is to turn it off, then back on again. This will allow your connection to reset to the tower nearest your location. We’re very glad to hear that your service and electricity has been restored, and please know that we are thinking of your community at this time.

      reply to Ashley

  15. stephen a davis says

    Cant get response from customer service – cant fine email on CC website to log a service request. I have no service at my two CC phones-
    I only need service – I know the towers are OK – others standing next to me have ATT and Verizon . I am Sorley disappointed with my CC service
    and ill give CC credit where due- but I am without needed service with this Hurricane IRMA- I am a volunteer disaster relief person and cant use my cell phone- again if it was a tower issue id not complain- but ATT & Verizon is good service here.

    reply to stephen

    • Ashley at Consumer Cellular says

      We understand your frustration, Stephen. I reviewed your account, and I see that Megan, our account advisor, was able to inform you of two tower outages in your area. Repair personnel are working as quickly and as safely as they can to resolve the issue. If we can provide an update or assist you further, please give us a call at 888-345-5509 and we will be ready to help you. Thank you for posting, and for your service to your community!

      reply to Ashley

      • Christine says

        Ashley, I have the same problems as Stephen, although I am not a disaster volunteer… Thankfully, our internet service was restored last night. I did receive a text this morning from Consumer Cellular stating that we had exceeded our data threshold and would be charged for a higher level. I am grateful to read that you will be automatically crediting customers affected by Hurricane Irma as we have been.
        However, I do have an additional problem with service strength in general that has me very dissatisfied. I rarely have over 1 bar of CC service available. If I am inside anywhere, I have no service. If I go to the beach, I have no service. I chose to switch to CC because I read your coverage was like ATT’s (my former provider). I haven’t found that to be the case at all. If there is any possible remedy to this, I’d love to hear it…but I suspect its due to CC not participating in service on as many cell towers as ATT…?? Sadly, if there is no remedy, I will need to switch providers again because I can’t count on having service with you.

        reply to Christine

        • Ashley at Consumer Cellular says

          Thank you for taking the time to post, Christine. It sounds like we may need to review your coverage and see if a new SIM card is in order. Please call us at 888-345-5509, and we can work with you to make sure that you’re getting the best signal possible. We are very glad to hear that you are safe, and please know that we are thinking of you and yours during this time. We appreciate you taking the time to reach out to us, and we look forward to speaking with you soon!

          reply to Ashley

  16. Kim says

    I currently have phone service but no hotspot service. CC does not seem able to get both working for me. Went through the same thing with last year’s hurricane. I purchased a brand new SIM for the hotspot and CC promptly deactivated the working SIM in my phone service. So now I had neither phone nor Hotspot. Now they’ve active the new SIM so it can be used in my phone but they lost all my messages. SIM card in hotspot says no data plan. I should have two phone lines each with its own SIM card and data plans but this seems to be too difficult for CC to handle. And unfortunately, I was counting on the HotSpot to maintain my Amazon business. Disappointed is not the word I would use…

    reply to Kim

    • Ashley at Consumer Cellular says

      We understand your frustration, Kim, and we appreciate you reaching out to us. I reviewed your account, and I see that Veronica, one of our senior customer service representatives, was able to work with you via Facebook to resolve the problem. If we can assist you further, please give us a call at 888-345-5509 at your convenience. Thank you for taking the time to post!

      reply to Ashley

  17. Vincent Vicidomini says

    Thanks so much Consumer Cellular for your thoughtfulness during hurricane Irma. We still have no power or internet but Consumer Cellular internet connectivity is keeping us connected to concerned family & friends outside of SW Florida area. Service was intermittent & slow Sun thru Wed morning but great now. Difficult time for all.

    reply to Vincent

  18. Phil hale says

    You should add a prefix to your name… Compassionate Consumer Cellular. I can’t remember when I’ve been so proud to be a customer of a company. Is there a way to use you for an ISP instead of the cable company that charges Megabucks but still has no service?

    reply to Phil

    • Ashley at Consumer Cellular says

      Thank you for your kind words, Phil. At this time, we only offer wireless service, but if that should change, we will be happy to let our customers know. We appreciate you posting!

      reply to Ashley

  19. Adolph Kurdyla says

    Have had phone service since Saturday. Today is Thursday and phone can be used in data.

    reply to Adolph

  20. Leroy Maxon says

    I am in Anthony, FL 32617 and have no cell service. Anthony is 9 miles north of Ocala, FL. To use my cell phone I have to drive into Ocala to get a signal. When will service be restored to Anthony?

    reply to Leroy

    • Ashley at Consumer Cellular says

      Thank you for reaching out to us, Leroy. Network repair personnel are working as quickly as possible to resolve outages. Due to the widespread damage and number of outages, service may be intermittent until all towers are back at capacity. We can review the coverage in your area if you like. If you are unable to call us at 888-345-5509, we can also help you via email at Service@ConsumerCellular.com. Thank you for your patience, and we wish you the best during this trying time.

      reply to Ashley

  21. Terry says

    Thank you answer a lot of questions for me ,I received a notice on my email that I was about go over on data
    Unfortunately that’s only way we had any to communicate with family because of high water and no power and no Wi-Fi and being I’m only less than 10 days into mth.

    reply to Terry

    • Ashley at Consumer Cellular says

      Thanks for posting, Terry, and we’re glad that we were able to provide some answers to your questions. We are glad to be of some assistance to you and your family during this trying time.

      reply to Ashley

  22. Diane says

    Thanks Consumer Cellular for being there when we needed you during the storm. I have had neighbors with other “cell phone companies” who couldn’t get through to family and friends. They were able to use my phone to call them. You will probably be getting some new customers soon. Thanks for being so compassionate and giving us credit this month for overages. It is very helpful! We love being your customer!

    reply to Diane

  23. Raymond says

    I have access to texting but not calls? I live in Florida, and had calling yesterday and right after Irma hit us? Now we have lots of damage and need to call people who are able to help with repair. We are elders and unable to do much ourselves. Need phone service now

    reply to Raymond

    • Ashley at Consumer Cellular says

      Thank you for posting, Raymond, and we are sorry to hear that you are currently without service. Network repair personnel are resolving outages as quickly as they are able, but due to the widespread damage, outages may be intermittent until all towers are at full capacity. If you have any questions about the coverage in your area, we can assist you via email at Service@ConsumerCellular.com. We appreciate your patience, and wish you the best during this trying time.

      reply to Ashley

      • Raymond says

        I live in cocoa, FL. If that helps pinpoint the problem, thanks

        reply to Raymond

        • Ashley at Consumer Cellular says

          Thank you for the additional information, Raymond. We are offering a credit for any overages to all customers in Florida and Puerto Rico who have been affected. We’re happy to speak with you further about this at 888-345-5509 if you have any questions. We appreciate you posting!

          reply to Ashley

  24. Richard says

    Is CC also offering credit back for accounts that were upgraded do to overages which were caused while dealing with Irma?
    I normally use about half my allowed usage but CC does not roll over unused service, so I went over this month.

    reply to Richard

    • Ashley at Consumer Cellular says

      We appreciate you posting, Richard. If you were affected by the hurricane, we’re happy to review your account with you. Please give us a call at 888-345-5509 at your convenience. Thank you for reaching out to us!

      reply to Ashley

  25. Lucille Puglisi says

    So I’ve hardly have had service in hurricane area and you’re going to change my plan because the data I really don’t understand

    reply to Lucille

    • Ashley at Consumer Cellular says

      Thank you for posting. We’re providing a credit for overages to our customers in Florida who have been affected by the hurricane. We’re happy to review your account with you and answer any questions you may have about the credit at 888-345-5509. We’re very glad to know that you are safe, and we wish you the best during this difficult time.

      reply to Ashley

  26. Lu Ann says

    Lost power and cellphone service Sunday night. Didn’t get cell service back until Wednesday morning. Had to drive around in our car until we found an area where we had reception so we could call family. It was scary losing touch that way.

    reply to Lu

    • Ashley at Consumer Cellular says

      We appreciate you reaching out to us, Lu Ann. There are intermittent outages due to the widespread damage. Network repair personnel are working as quickly as they can to restore all towers to full capacity. It is good to hear that your service is once again available. If you have any questions about your coverage or your plan, we can assist you at 888-345-5509. Thank you for posting, and please know that we are thinking of you and your community during this very difficult time.

      reply to Ashley

  27. Alison H. says

    Does this include those of us who were automatically upgraded to the next more expensive plan when we went over our data limit?

    Thank you.

    reply to Alison

    • Ashley at Consumer Cellular says

      Thank you for asking, Alison! You’ll see a credit on your next invoice for any overages due to the hurricane. If you like, we can review your account and answer any other questions you may have at 888-345-5509. We appreciate you posting, and we’re wishing you the very best during this trying time.

      reply to Ashley

  28. Patricia miller says

    So why them did I get an email informing me that I over my minutes and an overage fee was applied? This email came yesterday two days after the company said no overage charges for hurricane victims. We were hit hard. No power, no land line service and am losing a lot of money since hurricane insurance only kicks in after a large deductible is met. I was extremely upset to receive this email from a company I used to recommend to all my friends. That should not have been sent!!

    reply to Patricia

    • Ashley at Consumer Cellular says

      Thank you for posting, Patricia. I reviewed your account, and I see that Jessica, our account advisor, was able to answer your questions about the Hurricane Irma credit. You will see emails when your plan is automatically upgraded, however, the credit will be seen on your next invoice. If we can assist you with anything else at this time, please don’t hesitate to call us at 888-345-5509. Our thoughts are with you and yours during this difficult time.

      reply to Ashley

  29. Linda Combass says

    I’m displaced to GA from ME FL (no power) and keep getting alerts that I’m about to use all data. Should I go ahead and purchase more? Thank you.

    reply to Linda

    • Ashley at Consumer Cellular says

      Thank you for asking, Linda. Your plan will be automatically upgraded if you need more data, so no need to do anything on your end. If you need to make any other changes or adjustments to your plan or your account, we’re happy to assist you at 888-345-5509. Our thoughts are with you at this time, and we send you our very best wishes!

      reply to Ashley

  30. Joan Youngblood says

    I decided to check my bill Which was my only connection during the hurricane. What a nice surprise! I’ll continue to recommend CC to all my friends.

    reply to Joan

  31. Terri View says

    Thank you, Consumer Cellular, for helping out we Floridians in our hour of need! We appreciate this very much. We intend to tell others about your kindness.

    reply to Terri

  32. Rick & Deborah Smith says

    Here in Polk City, FL we were directly in the path of Irma. Lost power for a week, no internet, but had perfect Consumer Cellular signal, data, etc.!!! Great service. Would have been in the dark without you C. C.!!! Thanks for your service!

    reply to Rick

  33. Barbara Chaparro says

    Thank you for the overage credit due to Hurricane Irma. Our cell phone became our lifeline and although it took a while to get limited service when a cell phone tower was blown away and another repaired, we are grateful for your kindness and standing by us in our time of need. Five days without power seemed like an eternity yet we extend our prayers and hands to all who are still recovering from the disaster. With a grateful heart, we offer deep felt thanks to a wonderful company!

    reply to Barbara

  34. Larry Van Orden says

    My service was lost Sunday the 10th I had also issues prior to that Thursday and Friday I’ve only had phone service once since then yesterday the 18th for a half a day it’s gone again today please advise I have tried the off on reboot excetera no help

    reply to Larry

    • Ashley at Consumer Cellular says

      Thank you for reaching out to us, Larry. Due to the widespread damage from the hurricane, you may be experiencing intermittent outages until all towers are back at full capacity. Repair personnel are working to resolve the problem as quickly as possible. If you like, we can review your area coverage and assist you further. Just give us a call at 888-345-5509 and we will be ready to help you. Thank you for your patience, and please know that our thoughts are with you during this difficult time.

      reply to Ashley

  35. Sylvia Gurinsky says

    Thank you, Consumer Cellular. You were our main means of communication through the first few days after Irma when power and various other cellphone systems were out or intermittent in our part of South Florida – with a clear signal. Thanks again!

    reply to Sylvia

  36. Georgia Roberts says

    Thank you Consumer Cellular. You were our only communication with our family up north after Irma. Our regular home phone service (as well as my husbands caption phone) was not restored until 9/16. Family had to be notified that we were OK. Key people were notified and a phone chain had been set up to let our very large family know we came through with only minor damages. Bank balances had to be checked, bills paid. My brother-in-law, with another carrier, had no service for 3 days, so used mine to call his daughters. I’m going to try and talk him into changing.

    reply to Georgia

    • Ashley at Consumer Cellular says

      Thank you for posting, Georgia, and for sharing your story. We’re so glad you were able to stay connected, and we wish you the very best during this time of recovery for you and your community.

      reply to Ashley

  37. Bill Scarboro says

    I live in Satellite Beach and we evacuated to Tallahassee to stay with relatives. Unfortunately there was really no good place to evacuate in the state of Florida as Irma covered the whole state due to its immense size. Fortunately we were spared any serious damage but I was disappointed to be without cell service for four days after returning to our home. It seems that all of the cell towers Consumer Cellular uses were not functioning and all I could get was ” Network Not Available”. Unfortunately I had no power so I had no way to contact anyone because my home phone is provided through my internet provider who doesn’t provide a battery to power the modem during power outages. I was a bit disappointed to have no cell service as I got my cell after being without power for two weeks during a previous hurricane visit in 2004. Other cell customers in my neighborhood had service but not me. I’ve been happy with the service you provide in good weather, but I know now I’ll need battery power for my internet phone to be assured of phone service during hurricane season.

    reply to Bill

    • Ashley at Consumer Cellular says

      We appreciate your concern, Bill, and understand your frustration. Due to the widespread damage to local towers, some areas were more affected than others. We’re happy to discuss this with you if you like at 888-345-5509, and answer any other questions you have at 888-345-5509. Thank you for taking the time to reach out to us, and please know that our thoughts are with you and your community.

      reply to Ashley

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