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Frequently Asked Questions

Calling Plans

  • To find your plan, you can either review your monthly Cellcom invoice, log into my.cellcom.com or contact Customer Care at (800) 236-0055. To access your account online:

    1. Sign into my.cellcom.com
    2. Your plan will be listed under Account Details.

  • Simply call Cellcom's Customer Care center at (800) 236-0055 or visit your local Cellcom retail or authorized agent location for assistance.

  • Lifeline is a federally subsidized program that provides wireless services to qualified low-income individuals. As a Lifeline customer, you are able to receive a reduced rate on your monthly calling plan. This is not a free service. To continue to receive service, you are responsible for paying your monthly access fee in advance. Your wireless service will be terminated if you have not made a payment by the replenishment date.

  • Only one federally funded Lifeline service is available per household. Additional lines of service are not eligible to receive the Lifeline calling plan discount. Eligible wireless subscribers must be at least 18 years of age and have a physical address and reside in Cellcom's licensed markets. Applicant must participate in one of the following programs:

    • Supplemental Nutrition Assistance Program (SNAP)
    • Supplemental Security Income (SSI)
    • Medicaid
    • Veterans Pension and Survivor Program Benefit
    • Federal Housing Public Assistance
    • Income below the Federal Poverty guidelines

    To be eligible for Tribal Lifeline service, the applicant must have a physical address and reside on tribal lands within Cellcom's licensed markets. In addition, the applicant must participate on one of the programs listed above or one of the following:

    • Bureau of Indian Affairs General Assistance
    • Tribal Head Start
    • Food Distribution Program on Indian Reservation (FDPIR)
    • Tribally Administered Temporary Assistance for Needy Families (TANF)

  • Yes. An existing customer can change to a Lifeline plan if they meet the eligibility criteria, regardless of whether you are currently under contract.

  • If you meet all eligibility requirements, complete the Lifeline or Tribal Lifeline application and bring it to your local Cellcom retail location.

  • €‹Cellcom's Lifestyle Unlimited Plan includes unlimited nationwide talk, messaging, and data (no overages) for up to 10 devices on an account. Customers can choose the unlimited plan that works best for their lifestyle. Smartphones have 3 unlimited plans to choose from – Lite, Unlimited and Unlimited Premier. Tablets and Mobile Broadband Devices can choose from 5GB, 10GB and 15GB unlimited options. Connected Devices can choose from 1GB, 5GB, 10GB and 15GB unlimited options. Basic Devices will receive 1GB of high speed data. Once the high speed data allotment is reached, data speeds will be slowed to 128 Kbps for lines on the Lite smartphone plan and 256 Kbps for all other plans for the remainder of the bill cycle. Additionally, the Lifestyle Unlimited Plan includes unlimited international text messaging from the US and mobile hotspot/tethering capability on compatible devices, so you can connect with multiple Wi-Fi enabled devices

  • Cellcom's Lifestyle Unlimited Plan provides:

    • No data overages… ever with unlimited data.
    • The ability to choose the unlimited data plan that works best for your lifestyle.
    • One monthly service charge per line that includes unlimited talk, text and data. No more separate charges for access and data.
    • Unlimited International Text Messaging – from the U.S. to over 200 countries.

  • Smartphones, basic phones, mobile broadband devices (MiFi, USB Modems), tablets, and connected devices are eligible for the Lifestyle Unlimited Plan. Residential Broadband Internet and Unlimited Home Phone Service are NOT eligible to be included in the Lifestyle Unlimited Plan.

  • Some tools to help you determine your data usage are:

    1. MyCellcom – View past bills which will tell you how much data you use per month.
    2. Use our data calculator here to help estimate how much data you will need.
    3. Use the Plan Calculator to determine monthly charges for your Lifestyle Unlimited Plan.

  • Keep Your Data is an included feature on the Advantage Plan (shared data packages only) and Share Plus Plan that automatically keeps unused share plan data in your account until the end of the following month's billing cycle. When you use less data one month, you can use more data the following month without paying more. For example, if you are on the Advantage Plan with 10GB of data and only use 8GB in the current bill cycle, you will have an additional 2GB of shared data to use in the next bill cycle for a total of 12GB of data to be used.€‹ You will begin using Keep Your Data after you have used all your monthly data allowances.€‹ Keep Your Data will be forfeited after one billing cycle, when you change your plan (including changing the shared data plan amount), and change in primary line on the account.

  • Usage Controls provides 2 services to share plan customers:

    • Block data, text or voice service on a line – available to all share plan customers free of charge.
    • Allocate data usage limits at a line level – paid feature. When the line meets/exceeds the allocated data usage limit, customers can choose to have data shut off or be notified and have data usage continue.
      • Due to when Cellcom receives usage records, this tool will NOT PREVENT OVERAGES, but will help prevent excessive overages.
    • If customers choose to set usage limits when a line reaches the specified data usage limit, Cellcom will turn off data as soon as it meets/exceeds the limit set, but based on when we receive usage records, this could take up to 24 hours.
    • If you want to be able to set usage limits on a line, you can contact Customer Care or stop into a Cellcom store to get the feature added.

  • To be able to set usage limits:

    • On consumer Lifestyle Unlimited and Unlimited Plans, pricing is $0.99 per line per month. On consumer Advantage or Share Plans, pricing is $0.99 per line per month or $2.79 per account per month.
    • On business Share or Unlimited Plans, pricing is $0.99 per line per month.

    The ability to block data, text messages or talk is an included feature free of charge on Unlimited Plans, all share plans, the Advantage Plan and Business Unlimited Plan.

  • Usage Controls are available on the below listed plans:

    • Lifestyle Unlimited Plan
    • Unlimited Plan
    • Advantage Plan
    • Share Plus Plan
    • Share Unlimited Plan
    • Share 1200 Plan
    • Business Share Plus Plan
    • Business Unlimited Plan
    • Business Share Plan

  • Usage Controls can be found within myCellcom on the Cellcom website and app.

  • To unsubscribe from Usage Controls you can call Customer Care or stop in at a Cellcom store to have the feature removed. You will still have the ability to block data usage, text messaging and calls within myCellcom. You will not have the ability to set data usage limits per line.

  • You can sign up for autopay (only checking and savings accounts qualify for the discount) and paperless bill one of 3 ways:

    • Call Customer Care at 611 or stop into a Cellcom retail location.
    • On the myCellcom web portal, sign up for autopay and paperless bill under myBill.
    • On the myCellcom App, sign up for autopay and paperless bill under Settings.

    You need to sign up for BOTH autopay (only checking and savings accounts qualify for the discount) and paperless bill to receive the discounted unlimited rates.

    Credit and debit card payments are NOT eligible for the discount, only checking and savings accounts.

    For paperless bill, you must confirm your email address before you are considered signed up.

  • Yes, it is based on plan and device type.

    Lifestyle Unlimited Plan – When each line reaches its high-speed data alllotment, data speeds will be slowed until the beginning of your next bill cycle. Following are the high-speed data allotments by devcie type:

    • Smartphone Options:
      • Lite – 3GB
      • Unlimited – 10GB
      • Unlimited Premier – 25GB
    • Tablets and Mobile Broadband have 5GB, 10GB and 15GB unlimited plan options.
    • Connected Devices have 1GB, 5GB, 10GB and 15GB unlimited plan options.
    • Basic Devices – 1GB

    Unlimited Plan – When each line reaches it high-speed data allotment, data speeds will be slowed until the beginning of your next bill cycle. Following are the high-speed data allotments by device type:

    • Smartphones depend on the unlimited data plan chosen per line. Following are the options:
      • Bronze – 2GB
      • Silver – 10GB
      • Gold – 25GB
    • Tablets – 15GB
    • Mobile Broadband – 15GB
    • Connected Devices – 15GB
    • Basic Phones – 500MB

    Advantage Plan – When basic and smartphones reach 22GB per line per month and mobile broadband, tablets and connected devices reach 10GB per line per month, data speeds will be reduced until the beginning of your next bill cycle.

    To alleviate speed reductions, it's good to use Wi-Fi whenever possible.

  • This will happen. At the beginning of each bill cycle, power cycle/restart your device or enable then disable airplane mode to resolve the issue.

  • Cellcom does not have any restrictions on using your smartphone as a mobile hotspot or tethering. Data speeds will be slowed when the line reaches it high-speed data allotment.

  • Yes, you may switch to the Lifestyle Unlimited Plan without upgrading your device or extending your existing contract. There are no fees to move to the Lifestyle Unlimited Plan. Please stop in to a Cellcom store location or call Customer Care so we can build the best Unlimited Plan for you.

  • The plan that you subscribed to previously may no longer be available once you move to the Lifestyle Unlimited Plan. A Cellcom representative can review your options before completing a change to the Lifestyle Unlimited Plan.

  • You can always increase your unlimited plan option during the month. There may be some restrictions to decreasing your unlimited plan.

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