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Cellcom knows from time to time you may have questions about your service or your wireless phone. So we have gathered a list of most frequently asked questions to assist you. If you don't find the answer or information you are looking for, please send us an e-mail, contact a Cellcom Customer Service Representative by calling 1-800-236-0055 or 611 (a free call from your wireless phone) or stop by one of our Retail Stores or Agent Locations.
Account and Billing Information  « Back
1.Why is my first bill so much more than what I thought it would be?
2.Is there a fee if I terminate my service before the end of my contract?
3.Does Cellcom offer online bill pay?
4.What does my home area mean?
5.What is roaming?
6.If I am moving out of the area, what do I do?
7.What happens if I forget to push the end key when I am finished with a call?
8.What is the 411 Wireless Phone Directory?
9.Will Cellcom be participating in the 411 Wireless Phone Directory?
10.Can a Cellcom number be listed in the 411 Wireless Phone Directory?
11.What is the Do Not Call Registry and does my wireless number need to be on it?
12.CPNI Information.
1. Why is my first bill so much more than what I thought it would be?
A prorated service charge can be on your bill for more than one reason. The first reason may be if you are a new customer. We always bill wireless service one month in advance. In addition you are charged from the time you came in and signed up for service until the bill cycle starts over. That is the prorated portion of your bill, plus your next months charge for service in advance.
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2. Is there a fee if I terminate my service before the end of my contract?
Yes, there is a fee if you terminate your service before the term of your contract. That fee is $200.00.
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3. Does Cellcom offer online bill pay?
Cellcom does offer on-line bill pay through myCellcom.com. Simply click on the link to myCellcom in the upper right corner of this page to get started. myCellcom provides you with Internet access to make a one-time payment or establish a recurring payment using a credit/debit card or checking or savings account. Limitations do exist within myCellcom as to your ability to make payments. If registering as a Wireless User you will only be able to make a one-time payment. Account Owners have the ability to make one-time payments as well as set up recurring payments. Visit https://my.Cellcom.com today to register to pay your bills online.
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4. What does my home area mean?
Your home area is the geographical area that includes your rate plans minutes. The area you have as home is determined by the rate plan that you signed up for when you joined our service.

Map of Mobile Ties Calling Plan Home Area

Map of US America Calling Plan Home Area
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5. What is roaming?
When you are outside of the Cellcom service area you are roaming. This means you are using another wireless carrier's equipment. The map that was included in your rate plan brochure indicates your service area. Depending upon the plan you chose, this might cover a portion of a state or several states. When you are outside of your rate plan area, you will see the charge as roaming fees.

Choose your rate plan carefully! It is possible for you to roam in your home area. For example, in Madison, your phone would show that you are roaming, even if your home area is the entire state of Wisconsin and the Upper Peninsula of Michigan. This is because Cellcom does not have any towers in that area; you are roaming on a different carrier’s tower. In that case, since your rate plan includes the entire state of Wisconsin, you wouldn't be charged by Cellcom for roaming: Cellcom would pay the roaming fees for that carrier.
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6. If I am moving out of the area, what do I do?
If your contract is past the term length: we will just need to have your forwarding address to mail you your final bill. In most cases it is much cheaper for both Cellcom and you to get service from a local provider in your new area.

If you are moving out of our service area and you have not met the term length of your contract: you will need to make agreements with a Cellcom customer service representative by calling 1-877-611-0009 . (This is a free call from your wireless phone.)
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7. What happens if I forget to push the end key when I am finished with a call?
If you forget to press the END key to terminate a call, usually the call will automatically disconnect when the other person hangs up. But occasionally the call could result in several extra minutes of use on your next bill, so you will want to make sure you always press end when you are finished talking.
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8. What is the 411 Wireless Phone Directory?
Qsent, Inc., on behalf of the Cellular Telecommunications & Internet Association (CTIA) and some wireless providers, are creating a wireless phone directory. The customers of these carriers are the only subscribers that will be affected by this directory
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9. Will Cellcom be participating in the 411 Wireless Phone Directory?
No, Cellcom is not participating in the directory at this time.
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10. Can a Cellcom number be listed in the 411 Wireless Phone Directory?
Not at this time, Cellcom is not participating in the wireless phone directory.
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11. What is the Do Not Call Registry and does my wireless number need to be on it?
The Federal Trade Commission manages a Do Not Call list program. Under this program, individuals with landline phones can include their number on a list to provide protection from unwanted calls, mainly telemarketers. Currently there is no real threat to you as a wireless subscriber because it is against the law for a telemarketer to contact your wireless handset. If you want to have your wireless number listed for the protections provided by these list, you can visit www.donotcall.gov to be listed on the national registry or go to the state of Wisconsin website to sign up there and get information, www.wisconsin.gov. Please remember that the 411 directory is not the same as the do not call registry. These are two separate issues. Cellcom at this time is not participating in the wireless 411 directory.
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12. CPNI Information.
In accordance with the FCC Customer Proprietary Network Information (CPNI) rules, beginning December 1, 2007, only the "financially responsible parties" and "authorized per contract individuals" will be able to receive any account information and/or make changes to your Cellcom account. The "financially responsible party" is the person who signed the service agreement. An 'authorized per contract' individual is someone you authorize to have access to your account. Either the "financially responsible parties" or "authorized per contract" individuals will be able to get information or make changes on this account provided they have the following information:
  • Name on the Account
  • Last four digits of the financially responsible party's Social Security Number
  • Password (if you have set one up on your account)
  • Billing Address
  • Photo ID (if inquiring on the account in person)
Following are Cellcom's CPNI forms that are required to be completed. Click on the appropriate link to access the form appropriate for your needs.

Request a Password Form (PDF)
Account Authorization Form - Personal (PDF)
Account Authorization Form - Business (PDF)
Account Authorization Removal Form (PDF)


If you have any questions regarding the new FCC CPNI rules please contact us at 1-800-935-4439 or via email at info@cellcom.com.
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