Press Releases

Update: Verizon is prepared to serve customers during COVID-19 crisis

  • Our networks are engineered to manage anticipated increases in traffic
  • Due to economic circumstances related to the coronavirus and to keep customers connected during this economic and global crisis; Verizon waives late fees for those impacted by COVID-19
  • We are Investing in our economy by increasing our capital guidance range from $17 – $18 billion to $17.5 – $18.5 billion in 2020
  • Expanding work from home policy to include reduction of some retail locations across the country
  • We are tripling our data allowance for Verizon Innovative Learning schools; $10 million to nonprofits directed at supporting students and first responders.

For more information, see our FAQs.

BASKING RIDGE, N.J. – During this unprecedented period challenging the world’s health and economy, Verizon stands ready to serve our customers.

Verizon’s networks have been engineered to perform during moments of crisis and disaster such as hurricanes, snow storms and flooding. During this time of heightened worry and concern, our primary goal is to keep our customers, employees and society connected to the things that matter most to them: their family, friends and business customers.

Verizon is closely monitoring network usage in the most impacted areas. We will work with and prioritize network demand in assisting many U.S. hospitals, first responders and government agencies, as needed.

We will provide updates to our consumer and business customers on our network performance, offering help and support for their connectivity needs, tips on how to work in this new environment and more. We encourage you to check here daily for updates.

—Update: Effective March 14: As noted in a letter from Hans Vestberg, in order to help flatten the curve of the pandemic, Verizon will be temporarily closing a number of its stores across the country in order to expand its work from home policy to include some of its retail employees. Our teams are able to serve customers 24/7 by visiting verizonwireless.com/support/, calling 800.922.0204 or through the MyVerizon app.

In addition,Verizon announced support for relief efforts across communities impacted by the ongoing coronavirus (COVID-19) pandemic by tripling its monthly data allowance for its Verizon Innovative Learning schools and committing $10 million to nonprofits directed at supporting students and first responders.

As the list of nationwide K-12 schools shifting to remote learning heightens, Verizon is supporting the students and teachers in its Verizon Innovative Learning program, the company’s education initiative targeting Title 1 middle schools, by tripling their data allowances.

—Update: Effective March 13,Verizon will waive late fees and keep residential and small business customers connected if negatively impacted by the global crisis. 

—Update: Effective March 12, Verizon will accelerate network investment and increase capital guidance.

Verizon networks continue to perform strongly

Since the emergence of the coronavirus (COVID-19), the company has not seen a measurable increase in data usage – despite some businesses, schools and other organizations encouraging employees to work remotely and students to take classes online. Verizon’s networks are designed and built to meet future demand and are ready should demand increase or usage patterns change significantly.

Customers rely on Verizon networks

With years of steady month-over-month wireless data usage growth, as a standard practice, the company’s engineers are constantly adding capacity on the wireless and fiber networks to better serve customers. The network improvements are often recognized by independent third party reviews including recent research by RootMetrics, which has ranked Verizon first in overall performance and reliability in each of their last 13 consecutive drive test reports.

Recent technological advancements including the addition of small cells, deployment of carrier aggregation, MIMO antenna technology advancement, use of shared spectrum such as License Assisted Access (LAA) and Citizens Band Radio Spectrum (CBRS), 256 QAM, and fiber advancements have increased efficiency in the wireless and fiber networks resulting in greater capacity and speed for customers.

“Verizon operates its networks every day as though it’s a snow day — events when millions of Americans work from home while family members go online to watch videos, play games and talk and text to their friends and families,” said Kyle Malady, Verizon’s chief technology officer. “Delivering reliable networks is what we do. While this is an unprecedented situation, we know things are changing, and we are ready to adjust network resources as we better understand any shifts in demand. We have the best engineers in the world monitoring the situation closely.”

“We continually evaluate peak data usage times and build our networks to stay ahead of that demand,” said Malady. “While we may see the hours where peak data usage shifts from evening to daytime, our network is built to manage evolving demands. While it is not clear yet how having millions of additional people working from home will impact usage patterns, we are ready to address changes in demand, if needed.”

Like any crisis or significant event in which additional network resources may be needed, the company is able to deploy additional resources to add capacity and has a fleet of mobile assets including portable COLTs (cells on light trucks) and COWs (cells on wheels/trucks), mobile charging stations, and more to support first responders and their mission critical needs.

In addition to its wireless and fiber networks, Verizon also operates a global IP backbone network spanning six continents. It is built with resiliency in mind; it is one of the most connected Internet backbones in the world, offers speeds of up to 100 GB, and deploys mesh technology to enable multiple diverse paths for network traffic as required. Performance is constantly monitored by Verizon’s five global Network Operations Centers, 24 x 7, 365.                                       

Investing today, for the future

The company is pledging to use the power of connectivity now to help keep the nation’s economy moving forward. Equally important, it’s focused on the future, beyond this current crisis, as reflected in Verizon’s announcement on March 12, that the company is increasing its capital investment guidance from $17 to $18 billion to $17.5 to $18.5 billion in 2020.

“We’re looking towards the future and increasing our investments so that we’re poised to offer even more robust networks, to meet future demands, in the years to come,” said Hans Vestberg, Verizon Chairman and CEO.  “We are very confident in our company’s ability to meet current demands in providing a great network experience.”

Vestberg added: “Our customers — including critical government and public safety agencies — rely on us for proven reliability. I want to thank our dedicated Verizon employees who continue to work tirelessly, day in and day out, to ensure our essential  communications services are available to our customers so they can stay connected where and when they need it most.”

Keeping America connected

Verizon announced (March 13), for the next 60 days, it will waive late fees that any residential or small business customers incur because of their economic circumstances related to the coronavirus. In addition, the company will not terminate service to any residential or small business customers because of their inability to pay their bills due to disruptions caused by the coronavirus.

Verizon signed onto the FCC’s new “Keep Americans Connected” pledge. Verizon’s new customer commitment will help ensure connectivity and offer assistance to customers and small businesses facing challenges from the global crisis.

For first responders

We offer priority access to our network for first responders and public safety officials, and our Fios broadband customers always have unlimited access to home broadband service for their work from home or remote learning needs.

For consumers

Our consumer customers have access to competitively priced unlimited wireless plans and can use online tools to make changes to accounts or device upgrades 24 x 7, which includes access to virtual tech coaches and assistance.

Residential and wireless customer inquiries can be answered by using the following links:

For business customers

Verizon is encouraging business and government customers, in particular, to review their continuity plans. Proper planning can help mitigate impact and help minimize potential business disruptions.

Here are five strategies businesses should consider:

  • Prepare your networks for a remote workforce
  • Implement technology that enables remote collaboration
  • Prioritize and develop a critical infrastructure plan
  • Use tools to give customers confidence and access
  • Secure both physical and network access points

Our business customers have access to competitively priced unlimited wireless plans and can use online tools to make changes to accounts or device upgrades 24 x 7, which includes access to virtual tech coaches and assistance. Business customer inquiries can be answered by using the following links: https://www.verizon.com/business/gateway/

We’re all in this together

The health and well-being of our employees is very important and we are taking steps to mitigate risks for Verizon employees.  We have increased our cleaning levels. Cleaning solutions approved by the EPA and recommended by the CDC are being used to provide a clean and safe work environment for employees. Surfaces and touchpoints are being wiped down daily as part of the effort to clean and sanitize the retail stores, office workspaces, garages and other people spaces.  We are following recommendations of the WHO, CDC and other national health authorities, and are continuously monitoring the situation.

Following the guidance and direction of the U.S. Government, the Centers for Disease Control and Prevention and the World Health Organization, we’ve implemented best practices, travel restrictions and alternative working arrangements where possible to protect the health and welfare of our employees.

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Benjamin

I am the owner of Cerebral-overload.com and the Verizon Wireless Reviewer for Techburgh.com. Ben’s love of gadgets came from his lack of a Nintendo Game Boy when he was a child . Ben vowed from that day on to get his hands on as many tech products as possible. Ben’s approach to a review is to make it informative for the technofile while still making it understandable to everyone. Ben is a new voice in the tech industry and is looking to make a mark wherever he goes. When not reviewing products, Ben is also a 911 Telecommunicator just outside of Pittsburgh PA. Twitter: @gizmoboaks Hangouts: Beavercountyemt Skype: Ben.Oaks

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