Cellcom's Response to the Coronavirus Pandemic
The impact of the coronavirus pandemic is being felt across our country and around the world. It's touching our daily lives in countless ways. It's creating many uncertainties and new challenges. At a time when our natural reaction is to hold each other tight and gather together to be buoyed up and help each other, it's important that we keep a physical distance to avoid further spread of the infection.
We believe we can each play a critical part in successfully navigating this highly turbulent situation, both on an individual and corporate level. We can also each take responsibility to contain the coronavirus. If we make small sacrifices now, perhaps we can avoid making much larger sacrifices in the future, as has been the case in other countries. Now is the time to act.
Cellcom's role is to keep residents and businesses connected. In creating the necessary social distancing to stay healthy, it can easily leave you feeling isolated. You need to interact with family and friends; mental health is as important as physical health. It's critical that you maintain contact with the health care industry, whether it's talking to your doctor or a pharmacy. Schools must close their doors and businesses are moving to remote working, yet studies and work must continue. Cellcom is taking steps to keep you connected.
Keeping Our Customers Connected
We’re all facing an unprecedented set of circumstances, and keeping consumers connected is more important now than ever. We’re confident that the robust network we built has adequate capacity to accommodate the growing internet traffic related to the COVID-19 outbreak. Our engineering team is continually upgrading equipment to meet current and future data demands, including adding small cells and new radio equipment, using load balancing and carrier aggregation, and adding fiber. Our standard practice is to monitor network performance 24/7/365 and our cell site technicians continue to be in the field to do everything possible to ensure the best possible experience for our customers
Minimizing Financial Hardships
Cellcom joined the FCC's 'Keep America Connected' pledge. As part of this pledge to ease financial worries, Cellcom is putting the following practices into place through May 16, 2020. We will continue to assess the situation.
Cellcom will not terminate service to any residential or small business customers because of their inability to pay their bills due to the disruptions caused by the coronavirus pandemic.
Q: Are you shutting off my service if I am past due?
A: For those customers who need it, Cellcom will be extending payment deadlines until at least May 16, 2020. We will continue to assess the situation.
Cellcom will waive any late fees that residential or small business customers incur because of their economic circumstances related to the coronavirus pandemic. Late fees will be waived until at least May 16, 2020. We will continue to assess the situation.
Cellcom's Wi-Fi hotspots will remain open for public use.
Reducing Data Restrictions
To accommodate increased data use Cellcom has added an additional 5GB of high-speed data for unlimited data plans (smartphone, tablet and mobile broadband), an extra 20GB of high-speed data for 3G RBI plans and doubled data buckets for Advance Pay customers providing between 1-7 additional GB of data for use during the month of April.
Q: Will Cellcom discontinue slowing data speeds after data caps are reached?
A: During a national emergency, the continued slowing of data speeds when data caps are reached will allow for the best network management, allowing everyone to have access to the service they need.
Q: Does Cellcom have a Home Internet solution?
A: Yes. Cellcom offers mobile broadband internet. Visit Internet Plans or call 1-800-236-0055 to learn more.
Connecting Students in Need
Cellcom is partnering with Nsight Telservices, our sister company, to make internet available to school-age children and college students to allow them to participate in distance learning. Two free months of internet service will be available to students who reside in the Nsight Telservices service area and are new customers. To learn more or sign up, call 800-826-5215.
For City of Shawano residents, we are making internet service available to school-age children and college students to allow them to participate in distance learning. Two free months of internet service will be available to students who reside in the city of Shawano and are new customers. To learn more or sign up, call 715-851-7350.
Assistance for Remote Working
Cellcom is partnering with Nsight Telservices, our sister company, to make internet available to individuals who are working from home. New customers who reside in the Nsight Telservices area can receive two free months of internet service. To learn more or sign up, call 800-826-5215.
For City of Shawano residents, we are making internet service available to individuals who are working from home. New customers who reside in the city of Shawano can receive two free months of internet service. To learn more or sign up, call 715-851-7350.
Serving our Customers at Retail Locations and Repair Centers
We are shortening store hours.
- Monday – Saturday from 10:00 a.m. – 6:00 p.m.
- Closed Sunday
Cellcom’s Kewaunee, Bay Park Square, Sheboygan South and Oshkosh stores are closed.
Cellcom repair centers hours have changed to:
- Monday – Friday 10:00 a.m. – 6:00 p.m.
- Saturday 10:00 a.m. – 2 p.m.
- Closed Sunday
Due to the rapidly changing situation, we encourage you to visit our Store Locator before going to a Cellcom store. We will keep an up-to-date list of open stores on our website.
Keeping our Retail Environment Safe
- Cellcom retail stores are only serving customers through curbside assistance at this time. Please call the location from your car when you arrive and our sales team will assist you in selecting the products you need. We will deliver your device, accessory and/or contract to your vehicle. During this time we will not be completing device set-up or data back-up on your old device, but will provide instructions and over-the-phone assistance is available.
- No bill payments will be taken at store locations. Please use the payment option that’s most convenient for you:
- We ask you not to utilize curbside assistance if any of the following apply to you.
- You currently display any symptoms of coronavirus
- You’ve visited a COVID-19 area of concern in the past 14 days
- You were potentially exposed to COVID-19
- Our staff is disinfecting all displays, products, countertops, workstations and equipment numerous times throughout every business day. Sales consultants use hand sanitizer between customer interactions.
Keeping our Employees Healthy
We're committed to protecting our employees and our community. Many of our employees will be working remotely. We are using technology to reduce large meetings with team members and vendors to continue business operations while avoiding congregating in confined areas. We also temporarily moved some of our employees to other locations to create greater social distancing across teams.
Protecting Yourself and Your Loved Ones
The Centers for Disease Control and Prevention (CDC) and the World Health Organization (WHO) are advising the general public to wash their hands often and disinfect frequently touched objects and surfaces. We highly encourage you to regularly sanitize your cellphone without damaging it.
Here is how you can clean your phone according to manufacturer suggestions:
Warm water and soap on a damp microfiber cloth is the recommended method of cleaning your smartphone, while being mindful of not exposing any openings to moisture.
Apple has okayed the use of 70% isopropyl alcohol wipes or Clorox disinfecting wipes. https://support.apple.com/en-us/HT207123
Avoid aerosol sprays, bleaches and anything abrasive.
Protect yourself from phone, email and online scams related to COVID-19.
Scammers are taking advantage of the feeling of uncertainty and are sending malicious emails, calls and texts about COVID-19. We encourage customers to be vigilant and protect their personal information. The FCC and FTC offer the following tips:
- Whether via call, text, or email, do not give personal information to anyone you don’t know, and do not click on text or email links that seem suspicious. They could contain malware.
- Watch for emails claiming to be from the Centers for Disease Control and Prevention (CDC) or experts saying that have information about the virus. For the most up-to-date information about the coronavirus, visit the Centers for Disease Control and Prevention (CDC) and the World Health Organization (WHO).
- Ignore online offers for vaccinations and home test kits. There currently are no vaccines, prescription or over-the-counter products available to treat or cure Coronavirus disease 2019 (COVID-19). At this time, there also are no FDA-authorized home test kits for the Coronavirus.
- Before you make a donation, whether through charities or crowdfunding sites, do your homework. If someone wants donations in cash, by gift card, or by wiring money, don't do it.
- Hang up on robocalls. Don’t press any numbers. Scammers are using illegal robocalls to pitch everything from scam Coronavirus treatments to work-at-home schemes. The recording might say that pressing a number will let you speak to a live operator or remove you from their call list, but it might lead to more robocalls, instead.
- Know who you’re buying from. Online sellers may claim to have in-demand products, like cleaning, household, and health and medical supplies when, in fact, they don’t.
- Visit the FCC website for examples of some specific scams that have been reported.
Can we be of further assistance?
For more information or assistance on Cellcom products and services, please call 800-236-0055.
Thank you for your cooperation and understanding as we work together through these challenging times.