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Blog, News

December 22, 2020

The Wireless Industry Responds to COVID-19


    Now more than ever, wireless is playing a critical role in keeping us connected to our family and friends, our jobs, our schools and our communities. Find stories and updates about the tireless efforts of wireless companies to keep Americans connected during these trying times on the CTIA website.

    The wireless industry knows how critical it is to stay connected during this time. As all of our daily lives are significantly altered, we are all relying more on our wireless service to stay in touch with loved ones, school, work and the news.

    Thanks to substantial and ongoing efforts, wireless networks are performing well, and we are taking the steps needed to maintain operations, keep our customers connected, and our employees safe.

    Read below to learn more about how the wireless industry is responding to this unprecedented challenge.

    For specific information from your provider, including up-to-date information about store hours and in-person services, please visit:


    Wireless Keeps Americans Connected

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    Wireless Keeps Americans Connected

    Hear Their Stories

    COVID-19 has tested us all in ways we’ve never could of imagined. We sat down with people around the country – nurses, doctors, teachers, and others – to hear how wireless are helping them stay connected during these challenging times. Click on the names to hear their stories:


    We’re committed to serving our customers and continuing to provide access to the world’s most reliable wireless networks.
    Meredith Attwell Baker, CTIA President & CEO

    Network Performance

    The wireless industry is taking all necessary steps to maintain our networks as Americans increase their reliance on wireless service to stay connected, continue learning and work from home.

    To provide insight into how these networks are performing, CTIA is now reporting changes in voice and data traffic on a weekly basis. This information draws on the work of engineers at AT&T, T-Mobile, UScellular and Verizon who are closely monitoring their networks and making adjustments to address shifting demand.

    A bar graph with two vertical rectangles shows the range of increase for voice minutes and data use, reported by the top 4 wireless providers. The red rectangle on the left shows voice minutes have increased from 2.7% to 12.2% and the purple rectangle on the right shows that data use increased from 0.9% to 28.4%. Text to the right of the graph explains this is a range increase in voice minutes and data use for Monday, July 27th, compared to the average of Mondays from February 24th to March 16th.
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    A bar graph with two vertical rectangles shows the range of increase for voice minutes and data use, reported by the top 4 wireless providers. The red rectangle on the left shows voice minutes have increased from 2.7% to 12.2% and the purple rectangle on the right shows that data use increased from 0.9% to 28.4%. Text to the right of the graph explains this is a range increase in voice minutes and data use for Monday, July 27th, compared to the average of Mondays from February 24th to March 16th.


    Expanding Capacity

    We know you are relying on us now more than ever, and we are ready. The U.S. wireless industry invests over $20 billion each year to meet your needs, and we are working hard right now to increase network capacity and provide consumers with more mobile data. Operators have announced hundreds of millions in new investment and other innovative solutions, and the largest six operators are keeping public Wi-Fi hotspots open for unserved Americans.

    • T-Mobile will shift consumers on metered data plans to unlimited data plus 20GB of mobile hotspot data. T-Mobile also announced it is extending its commitment through June 30 to offer support for customers impacted by the COVID-19 pandemic.
    • AT&T announced that through June 30 it will waive domestic wireless plan overage charges for data, voice or text for residential or small business wireless customers incurred because of economic hardship related to the COVID-19 pandemic.
    • Through June 30, Verizon announced that it will waive data overage charges for residential and small business wireless customers whose economic circumstances have been impacted due to COVID-19. The carrier also automatically added an additional 15GB of 4G LTE data to consumer and small business shared data plans, hotspots and jetpacks to be used from May 1 through May 31.
    • UScellular announced it is providing its Unlimited Everyday and Even Better Plan customers with an extra 15GB of hotspot data to adjust to shifting and varying work arrangements. Through July 31, 2020, U.S. Cellular customers on any plan will continue to have the data they need and not be charged any overages.
    • Boost Mobile will automatically provide customers currently on tiered plans with an additional 20GBs of data on their plans and free international calling to nearly 50 countries at no extra cost through April 30, 2020.

    Putting Spectrum to Work

    We have also seen unprecedented efforts to put more spectrum in use to prepare for millions of Americans working and learning from home, and applaud the FCC for moving forward so quickly to help connect more consumers.

    • T-Mobile announced new 600 MHz roaming deals to expand capacity with DISH, Comcast, Spectrum Financial Partners and others.
    • UScellular gained access to AWS-3 spectrum to help meet increased customer demand for mobile broadband in 19 states.
    • Verizon gained access to AWS-3 spectrum to provide additional mobile broadband capacity.
    • AT&T announced new access to AWS-4 and 700 MHz spectrum to better serve consumers, including in Puerto Rico and the U.S. Virgin Islands.
    • Bluegrass Cellular gained access to AWS-1 spectrum to increase network capacity in Kentucky.
    • Union Wireless gained access to AWS-1 spectrum to expand capacity in Wyoming.
    Chairman Pai and the FCC deserve special credit for acting so quickly to give the wireless industry access to the spectrum capacity we need to serve Americans.
    Meredith Attwell Baker, CTIA President & CEO

    Low Income Support

    Wireless providers are also expanding options and increasing mobile data for low-income consumers, including through their Lifeline partners and programs, during this period. And other members are contributing to the hardest hit communities in other ways.

    • Tracfone will provide all of its SafeLink Lifeline customers with data capable phones an additional 5GB of data per month through the end of June. It is also giving SafeLink customers unlimited talk and three free telehealth visits per month with a licensed healthcare professional through a partnership with Plan enhancements have also been launched for customers on other Tracfone brands.
    • T-Mobile will expand Lifeline low-income access to 5GB per month, and in response to the crisis, it launched T-Mobile Connect launched ahead of schedule, offering consumers for unlimited talk and text plus 2GB high-speed smartphone data for $15 per month.
    • In April 2020, Cellular One’s Lifeline customers received an additional 10GB of data and unlimited voice, free of charge.
    • Samsung has given back to their workforce and the communities that have been hardest hit by the pandemic, donating $29 million worth of resources to help with relief efforts, including the purchase of medical supplies and hygiene kits.

    Education Support

    Millions of children are home and we want to ensure those kids can keep learning with wireless tools and great educational resources. The wireless industry is expanding existing industry-leading efforts to connected unserved and underserved communities.

    This includes the new Connecting Kids Initiative, a resource for schools and school districts to help keep kids learning in these unprecedented times. Schools districts are encouraged to submit their connectivity needs, and we will help connect them to wireless operators in their communities.

    • AT&T announced that it is contributing qualified schools activating new lines on qualified data-only plans for school-issued tablets, 4G LTE-enabled laptops and hotspot devices will get unlimited wireless data service at no cost for 60 days. It also committed more than $2M to small businesses focused on distance learning solutions and organizations supporting teachers, underwrote an online resource for eLearning Days from the State Educational Technology Directors Association (SETDA) and launched a new $10 million Distance Learning and Family Connections fund, including contributions to Kahn Academy and funding 60 free days of the Caribu app.
    • Verizon has tripled its monthly data allowance for Verizon Innovative Learning Tier 1 middle schools and has committed $10 million to nonprofits directed at supporting students and first responders. A fast track to Verizon’s national Distance Learning Program is now available to more than 38 million students across 40 states and the District of Columbia. Verizon is also helping bridge the digital divide through Citizen Verizon, the company’s responsible business plan for economic, environmental and social advancement. Citizen Verizon will help more students than ever stay connected and thrive in today’s virtual learning environment by providing 10 million young people with the digital skills training necessary for them to thrive in a modern economy.
    • T-Mobile announced the launch of Project 10Million, offering school districts free internet access and mobile hotspots for 10 million eligible households. With many schools moving to remote learning due to COVID-19, so the initiative is also offering school districts low-cost options to increased monthly data plans to provide connectivity to their students for free. T-Mobile also increased the data allowance to 20GB/month for free to schools and students using their EmpowerED digital learning programs.
    • UScellular donated over $100,000 in much needed technology to Boys & Girls Clubs of America. The donation supported 13 Clubs with a variety of technology including tablets, laptops, video production equipment, headphones and video cameras as they prepared for back to school in these unprecedented times.
    • Intel pledged more than $50 million in a pandemic response technology initiative to combat the disease through accelerating access to technology at the point of patient care, speeding scientific research and ensuring access to online learning for students.
    • In response to the disruption of education by COVID-19, Ericsson joined the UNESCO-led Global Education Coalition and launched Ericsson Educate, a digital program delivering online learning content focused on improving digital skills for students in secondary schools and universities. Ericsson partnered with the Vermont Telephone Company and Rutland City Public Schools to equip students in rural Vermont with access to free high-speed Internet and Google Chromebooks.
    • In support of ongoing distance learning, Qualcomm donated 900 custom-built, cellular-connected laptops and more than $140,000 to the San Diego Unified School District. The computers run on the company’s Snapdragon processors and include built-in cellular connectivity, giving students with limited access to Wi-Fi another avenue to learn remotely.
    • Since April 1, Smith Bagley, Inc. has delivered more than 1,300 access points to 10 schools (either MiFi or smartphones as needed), with 6,600 potential more devices in the pipeline. It also introduced an unlimited data plan at a significantly reduced cost for schools.

    Read more about how the wireless industry is committed to connecting America’s students.


    Fighting Spam

    Scammers have taken advantage of the feeling of global uncertainty and are increasingly sending malicious emails, calls and texts about COVID-19. During this crisis, the wireless industry will continue to fight to protect consumers and their data from bad actors, and we encourage consumers to do the same.

    When scams hit close to home, how can you and your family avoid falling victim? Simply put—whether via call, text or email, do not give personal information to anyone you don’t know.

    Here are some steps you can take to protect yourself and those close to you from COVID-19-related scams:

    • Be wary of offers for vaccinations or other treatments. The FTC and FDA have said there are no home products proven to treat or prevent COVID-19 at this time.
    • Do not share personal or financial information via email, text or over the phone, and visit only trusted websites to stay informed, apply for aid or donate money.
    • Do not click on text or email links that seem suspicious or are from sources you don’t know.
    • Report suspected spam to your carrier, the FTC and/or the FCC.
      • Forward spam text messages to 7726 (or SPAM).
      • File a complaint online with the FTC or FCC, or call the FTC at 1-877-FTC-HELP and the FCC at 1-888-CALL-FCC.
    • And if you think you’ve been a victim of a scam, report the activity to local law enforcement immediately and take steps to protect your data.

    Visit the FCC and FTC for more information on COVID-19-related scams and our page for how to stop illegal robocalls and texts.

    Want to learn even more about robocalls? Click here to visit the CTIA robocalls resource page.


    Prioritizing Safety

    Wireless providers are supporting our public safety officials and mitigating risks for employees through actions like implementing remote working when possible and providing additional paid time off for sickness or caregiving. AT&T and Verizon also announced increased pay and other enhancements for those employees on the front lines.

    AT&T, T-Mobile, and Verizon have all partnered with iHeartMedia to deliver thousands of phone chargers to hospitals so that COVID-19 patients can charge their phones.

    Nokia is helping supply critical protective equipment, like face shields, and donate supplies for medical staff around the world.

    As of May 18, 2020, more than 250 Wireless Emergency Alerts have been issued to provide consumers with critical information related to COVID-19.


    Consumer Tips

    This situation is changing rapidly. We are regularly updating the following list of relevant government, and industry resources to address whatever questions and concerns you may have.

    Cleaning Wireless Devices. It is important to keep your devices clean. The Centers for Disease Control and Prevention provides recommendations for cleaning high-touch surfaces such as phones and other mobile devices. AppleGoogle and Samsung also provide instructions for how to safely disinfect their products, and consumers should check their user’s manuals for care and cleaning instructions.

    Discounted Service. Wireless service is a vital tool, particularly during emergencies. Consumers who are concerned about affording wireless service during this time should determine whether they are eligible for the FCC’s Lifeline or state programs that provide discounts. Wireless providers, such as T-Mobile, are working through their Lifeline program and partners to provide low-income consumers with extra data during this period.

    Cynthia Tested!
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