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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.
| 1. I hear static when I use my phone. |
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| Make sure that the battery has adequate power: a low battery charge can cause static. When you hear static, check to see how many reception bars your phone is displaying; if you only hear static in certain areas, you could be in a poor reception area. If you hear static whenever you use the phone and regardless of where you are, it could be damaged or defective and may need to be replaced. Other factors that can cause static are weather or other electrical interference. |
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| 2. I hear a fast busy signal when I try to make a call. |
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| If you are using the phone during a high phone usage period, the network could be busy and unable to complete your call. You should attempt your call again in a few minutes. Poor reception may also cause a fast busy signal: check to see if your phone has an adequate signal to place the call. If you have tried for a period of time to complete the call and still cannot connect, contact a Cellcom customer service representative by calling 1-800-236-0055 or 611. (This is a free call from your wireless phone.) |
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| 3. My phone got liquid in/on it. |
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| Let your phone dry for a few days. If your phone does not work after it is dry, you will probably need to replace it; your phone's manufacturer warranty does not cover the replacement of a phone that has been damaged by liquid or has other non-manufacturer defects. If you purchased Cellcom phone Insurance, the insurance company will replace your phone; otherwise you will need to purchase a new phone. |
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| 4. My phone will not turn on. |
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The phone's battery may not have enough power to power the phone on. Try to power your phone up again after charging the battery.
There are several other reasons that could cause the phone to be unable to power up:
* There may be a problem with your cigarette lighter adapter or battery charger. Check to see that the phone's battery is charging properly.
* There could be a loose connection inside of the phone.
* There could be corrosion on the phone's battery.
* The phone could have a bad fuse. |
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| 5. My phone keeps turning off. |
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| When your phone keeps turning off, this usually means that your battery needs to be charged. If the problem persists even when the battery seems to be fully charged, you may need to purchase a new battery or a new phone. |
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| 6. My phone is beeping. |
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| Your phone could be beeping because the battery is low and should be charged. Some phones also beep after receiving a voicemail message. |
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| 7. I hear feedback when I use my phone. |
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| Hearing feedback is usually due the volume being set to high. Turn the volume down to eliminate feedback. |
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| 8. My phone display reads "No Service". |
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| If you are inside a building or structure, you may need to go near a window or outside. Sometimes, phones are unable to pick up a signal inside because of a building's architecture. If you are within the Cellcom Service Area, you should be able to place a call. If you are still having problems with service, contact a Cellcom customer service representative by calling 1-800-236-0055 or 611 and tell us where you are experiencing the problem. |
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| 9. Why can I receive calls but cannot make calls? |
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| Sometimes this occurs because of the area you are in when trying to place the call: there could be something blocking your signal. Your phone may also have a call restriction not allowing you to place calls or it may be set incorrectly. Contact a Cellcom customer service representative by calling 1-800-236-0055 or 611 and he or she will be able to help you determine the problem. |
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| 10. My phone won't make or receive calls. |
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| Your phone may be frozen or locked. When this happens, remove the battery for 5 seconds, then reinsert the battery and power up your phone. In most cases, your phone will return to normal. If you still are having problems, please bring your phone to the Cellcom service department and we will be happy to examine it. |
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| 11. I can make local calls but not long distance calls. |
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| Your phone may not have the feature code for long distance turned on. When making a long distance call, dial the area code and the number you are trying to dial (it is not necessary to dial a 1 in front of the area code). To find out if your phone has the correct codes for your rate plan, contact a Cellcom customer service representative by calling 1-800-236-0055 or 611. (This is a free call from your wireless phone.) |
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| 12. All of my calls are being directed to Cellcom. |
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| Your phone has been "hot lined"; in other words, you calls are being directed to Cellcom because of a billing or service issue. Contact a Cellcom customer service representative by calling 1-800-236-0055 or 611. (This is a free call from your wireless phone.) The representative will be able to address your problem and restore your service. |
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| 13. I hear a recording whenever I try to make a call. |
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| Listen to the recording and make a note of the message. Contact a Cellcom customer service representative by calling 1-800-236-0055 or 611. (This is a free call from your wireless phone.) The representative will assist you in determining why you are hearing a recording and what you should do. |
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| 14. My phone does not ring when people call me. |
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| It is possible that you accidentally pressed a button and silenced your phone's ringer. You may also be forwarding your calls to another number. Consult the owner's instruction manual that came with the phone to find out how to check these settings. If you are still having problems, contact a Cellcom customer service representative by calling 1-800-236-0055 or 611. (This is a free call from your wireless phone.) |
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| 15. When I am using my phone, people can't hear me, even though I am able to hear them. |
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| Make sure you are in an area with a strong signal. If the signal is weak, you may experience problems when placing calls. Also, make sure the volume is turned up on your phone. If the problem persists, you may have a defective phone. Please bring your phone to the Cellcom location and we will be happy to examine it. |
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| 16. I have tried all your suggestions and my phone still does not work. |
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| If you cannot fix the problem, please bring your phone to a Cellcom location and we will be happy to examine it. If your phone must be sent to the manufacturer for repair, Cellcom will provide you a temporary phone to use while yours is being repaired. |
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