The Work Behind Staying Connected During Hurricane Season Hurricane Dorian changed the way Cable Bahamas Group prepares for storms forever.
From replicated network systems between islands to flood-protection infrastructure and year-round emergency simulations, the company has spent the years since the historic storm strengthening how it protects connectivity across The Bahamas when customers need it most.
Because during a hurricane, connection becomes more than convenience. It becomes reassurance. Access to emergency information. A way to reach loved ones. A lifeline.
At Cable Bahamas Group, hurricane preparedness is more than a seasonal responsibility. It is a year-round commitment driven by one goal: keeping customers, communities and employees connected before, during and after the storm.
Hurricane season hits differently in The Bahamas. It reminds us of the lives lost, the communities forever changed and the moments when a single phone call or message meant everything.
Behind every restoration effort is a cross-functional team made up of Technical Operations, Network Operations, Customer Experience, Facilities and Engineering Services, all working together to prepare for the unexpected.
“Our employees are our most valuable assets,” said Craig Gibson, Director of Engineering Services. “Everything we do during hurricane preparation and restoration is designed to protect both our teams and the communities we serve.”
Preparing Before the Storm
Long before a storm enters Bahamian waters, preparation efforts begin across the company.
Teams inspect infrastructure, secure backup equipment, fuel generators and stock essential network materials needed for restoration efforts. Simulation exercises, often called “war games,” are conducted throughout the year to test emergency response plans and identify operational gaps before a storm strikes.
“We work through scenarios as if it’s an actual hurricane,” explained Shawn Holder, Director of Technical Operations. “It allows us to identify gaps and make improvements before a storm impacts us.”
Lessons learned from Hurricane Dorian continue to shape the company’s preparedness strategy.
According to Tracey Boucher, the storm reshaped how the company approaches disaster preparedness, response and recovery.
“Dorian gave us a new perspective on what it truly means to be prepared,” Boucher shared. “Now, we prepare earlier, plan deeper and approach every storm as if it has the potential to be the worst.”
Some of the biggest changes happened at the infrastructure level. Since Dorian, Cable Bahamas has strengthened network resiliency by replicating critical systems between New Providence and Grand Bahama, allowing services to continue if one location is impacted.
The company also introduced vestibule systems at approximately 17 headend and hub locations throughout The Bahamas. These systems help redirect water away from buildings during severe flooding and storm surges to protect critical equipment.
Additional improvements include elevated generator systems, reinforced hurricane shutters and the removal of large 40-foot containers from company properties to reduce the risk of debris-related damage.
According to Jamaine Smith, Manager of the Network Operations Center (NOC), preparation begins months in advance.
“You always prepare as if you expect the worst,” Smith said. “You never know the severity of a storm, so we constantly run simulations and review action plans to stay ready.”
The Network Operations Center (NOC) serves as the company’s central communication hub during emergencies, monitoring the network around the clock and coordinating information across departments.
Maintaining Communication During the Storm
As conditions worsen, maintaining communication becomes one of the company’s highest priorities.
During storms, teams closely monitor network performance, assess outages and prioritize restoration efforts across impacted communities. One of the biggest lessons learned from Hurricane Dorian was the importance of restoring mobile communication services quickly.
“Restoring mobile service first allows customers to reconnect with loved ones and access important information sooner,” Holder said.
To maintain communication even if cellular networks are affected, satellite phones are strategically placed across family islands, network facilities and key restoration teams.
Customer Experience teams also prepare office locations to support employees assigned to work during storms. Facilities are stocked with food, toiletries, battery backups and sleeping accommodations to ensure teams can safely remain onsite if necessary.
“Our offices also become safe spaces for staff assigned to work during the storm,” said Cindy Arthur, Director of Customer Experience.
Throughout the storm, customers continue receiving updates through the website, IVR messaging and social media platforms.
Restoration and Recovery
Once the all-clear is given, restoration efforts begin immediately.
Frontline teams assess damage, restore critical systems and work to reconnect communities as quickly and safely as possible. Behind the scenes, the NOC coordinates communication between departments while monitoring restoration progress in real time.
“There are physical risks, but there are mental risks too,” Holder shared while reflecting on post-storm recovery.
Human Resources teams also support employees impacted by storms, helping ensure staff members have the resources needed to safely return to work.
As hurricane season approaches, Cable Bahamas is encouraging customers and employees alike to prepare early by charging devices, securing important documents and reporting damaged infrastructure before storms arrive.
Because before, during and after every storm, connection matters most.
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Written by Daniella Dorsette