It was a stressful morning in the life of my wife and I, two retired people who usually enjoy a relaxed morning of breakfast, browsing of online news sources, and watching our dog nap after her first meal of the day.
But today we had an electrician coming over to install two ceiling fans, and my wife, Laurel, came into my bedroom as I was just getting up, saying "My phone isn't working; I need to use yours to tell the electrician that if he's delayed, to text or call you, since he won't be able to reach me."
Looking at Laurel's iPhone 14 Max, the same model as mine, I saw the dreaded "SOS" in the upper right corner where a cellular connection is supposed to be. That's Apple's signal that our Verizon service had disappeared, but if we needed emergency help it can be reached via other cellular providers.
The strange thing was, my iPhone was still able to make phone calls and send/receive texts. However, the cellular range extender wasn't working that I'd talked Verizon into giving us after I pointed out to them that we'd bought two new iPhones from Verizon but couldn't reliably phone anybody from our house, the reception was so poor out here in rural south Salem.
Laurel was told by several people that she called this morning, "You're breaking up." When she went closer to a window, the connection improved, just like our not-so-good old times before we got the range extender. Not surprisingly, since my iPhone was working and Laurel's wasn't, we figured that the problem was with her phone -- though I couldn't figure out why the range extender wasn't doing its thing.
Because we've both become addicted to our smart phones, like the vast majority of Americans, Laurel was worried about driving around later in the day with no functioning phone, just in case she had car trouble or needed her phone for some other reason.
So, overly optimistic beings that we are, even though part of me knew this wasn't going to be easy given my past experience with contacting Verizon, I called Verizon on my phone. I'm pretty sure I heard a message that said something like, "We're experiencing higher than usual call volume due to outages in parts of the country."
OK, I thought, that must refer to the recent hurricane that decimated several states in the southeast, notably including western North Carolina, where a couple Laurel has kept in touch with since their college days moved a few years ago, so that state has been on our mind. What Verizon failed to mention, and damn well should have, was that a massive outage of their cellular service unrelated to the hurricane had occurred in many places across the country.
Later I saw that this was exactly what an author of a ZDNet story, "Is Verizon down for you? Massive outage puts phones in SOS mode across the US," thought.
If you're seeing SOS mode on your phone today, you're not alone. Verizon, the largest wireless carrier in America, is experiencing a massive outage that's affecting users across the US.
Around 10 a.m. ET, users reported that they could not call, text, or use cellular data. Many added that their phones were in SOS mode.
Phones enter SOS mode when not connected to their carrier network, either because they are in an area with poor coverage or because of a technical problem. Given that most of today's reports are from major cities, this issue seems to be the latter.
When I used Verizon's "Check Network Status" tool, it showed that everything seemed to be functioning normally. My first thought was that this might be related to damage from Hurricane Helen, which ravaged parts of Florida, Georgia, Tennessee, and North Carolina. However, many people affected today by the Verizon problem aren't in the storm's path.
For most of the morning we were thinking that Laurel's nonfunctioning iPhone was caused by some glitch with her phone.
We tried restarting it, several times. We never were able to talk to anyone at Verizon, but Laurel talked with somebody at Apple, a company that actually has real live technical support people who speak with customers having a problem. We puzzled over the fact that settings on her iPhone was showing no Esim card, the electronic version of a physical sim card. I Googled "problem with Verizon cellular range extender," since that wasn't working.
Eventually I put "Verizon outage" into the Google News search box. That brought up lots of stories about a widespread Verizon outage reported by hundreds of thousands of people, which meant many more must have been affected, given that most people aren't going to report a problem on a web site that tracks outages.
It sure would have been nice if Verizon had prominently displayed a message to those of us looking for technical support either by phoning Verizon or going to the Verizon web site that, most likely, our problem was due to a widespread Verizon outage. That would have saved my wife and me hours of time we could have spent more productively than trying to figure out what was wrong with Laurel's iPhone.
In short, nothing, since by the time I drove into town around 2 pm and called Laurel's phone from my car, her phone was back to normal.
Tonight I searched for any stories that described the cause of Verizon's outage. Couldn't find any. So far, Verizon apparently isn't revealing why so many Americans had to spend much of Monday with no Verizon cell service. For us, it was an annoyance. For a business, it was lost sales.
Why would Verizon be hit with such a massive outage all across the country? Was it a hacking attack by some malicious foreign power like Iran or Russia? Was it an error caused by Verizon itself? Not only us Verizon customers deserve to know, but all Americans do, given how reliant we are on our smartphones these days.
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