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Privacy and Acceptable Use Policy

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Privacy Policy
Acceptable Use Policy
Restoring Internet Freedom Transparency Disclosures
Warranty
ADA Compliance

  • Privacy Policy

    We limit the information collected about you to what is needed for conducting business and offering products and services that might be of interest to you. You may choose to provide individually-identifiable information (such as name, address, telephone number or e-mail address) to Cellcom in a number of ways through our web site - by sending us e-mail, applying for a job, etc.

    We do not collect individually identifiable information from you unless you provide it to us, or sell the names and addresses of visitors to our site to unaffiliated suppliers, without providing information on that disclosure where the individually identifiable information is collected.

    We do collect, maintain and use customer information as necessary to provide the most helpful and targeted products and services to meet customers' needs (e.g. customer care or new products or services). We also honor customers' requests to remove their names from our telephone or mail solicitation lists using reasonable efforts to delete the information from existing files. Please contact us to make such a request. When undertaking projects with other companies, we provide access to customer information with an understanding that our business partners will also treat the information with respect for privacy concerns.

    Because we appreciate the trust you have placed in us, we continually look for ways to enhance that business relationship. So from time to time, we may let you know about a product or service. Using the information you have provided to us, we strive to limit our offers to those we think you would appreciate receiving. We want every contact you have with us to be a positive experience. So if you would prefer not to receive these value-added services, offers and opportunities, please contact us.

    In addition to individually identifiable information, we may collect information automatically when a visitor enters the Cellcom site, such as the domain name, browser, the type of computer operating system, information about the web page from which the visitor linked to the site, and time spent on different pages within the site. We may use this information to evaluate and improve the site, and may share the information with business partners and others.

    Children should consult with their parents or guardian before furnishing any data to us. We believe that parents should supervise their children's on-line activities and may consider using one of a number of available parental control tools that provide a child-friendly on-line environment and can prevent children from disclosing individually identifiable information without parental consent. If a child has provided individually identifiable information without the consent of a parent or guardian, that parent or guardian should just contact us to request that the information be deleted from our records.

    Cellcom strives to only form partnerships with companies with an understanding that our business partners will treat our customers with respect with regard to privacy concerns. However, Cellcom is not responsible for content or privacy policies of other sites. You should keep this in mind when accessing sites through links on Cellcom's website.

    We will constantly strive to improve the services we may offer, and may update this privacy statement from time to time in connection with that effort. We reserve the right to expand our capabilities for information collection and use, and may change our policies along with this privacy statement at any time.

  • Acceptable Use Policy

    Updated 07/11/2018

    By using Cellcom's data service, Customer agrees to be bound by, and comply with, this Acceptable Use Policy ("AUP") and any Terms and Conditions associated with the service(s) to which the customer subscribes. Cellcom reserves the right to change or modify the AUP and Terms and Conditions at any time at its discretion. Any changes or modifications become effective when posted. Customer's use of Cellcom's data service after the changes or modifications have been posted shall constitute acceptance of all such changes or modifications.

    1. Enforcement and Notification. Any user which Cellcom, at its sole discretion, determines has violated the terms of this AUP or Terms and Conditions may be subject to Cellcom taking action to enforce this AUP and Terms and Conditions. Those actions may include, but are not limited to, warning the violating user, suspending the violating user's account(s), or terminating the violating user's account(s). Cellcom may, when feasible, attempt to notify the user of the violation and allow the user to correct the violation. However, notification is not required nor does a failure to notify a user limit the actions Cellcom may take.

      Cellcom reserves the right to immediately suspend or terminate a user's service without notice in response to a legal order or government notice that certain conduct must be terminated immediately. In addition, Cellcom reserves the right to immediately suspend or terminate a user's service without notice if Cellcom reasonably determines that a user's conduct: (a) violates any applicable law or regulation; (b) exposes Cellcom to criminal or civil liability, prosecution, or sanctions; (c) exposes Cellcom's network or Cellcom's customers' network or property to harm; (d) interferes with the integrity or normal operations of Cellcom's network; or, (e) interferes with another Cellcom customer's use of Cellcom's data service.

      Cellcom's suspension of the user's service in accordance with this AUP is not, and shall not be construed to be, a termination of the user's corresponding service agreement with Cellcom; and the user shall be and remain obligated to comply with each and every term of such agreement notwithstanding the suspension (including, but not limited to, the payment of all fees and charges identified in that agreement). Further, notwithstanding any termination of a user's account(s) by Cellcom in accordance with this AUP, the user shall remain obligated to fulfill all accrued obligations stated in such user's service agreement with Cellcom, as well as any obligations resulting from the termination by Cellcom (including, but not limited to, the obligation to pay to Cellcom any early termination fees stated in the service agreement).

      Cellcom reserves the right to remove, block, filter, or restrict the transmission of any material or content that Cellcom determines, at its sole discretion, is unlawful. Such transmission, or attempted transmission, violates this AUP and Terms and Conditions and Cellcom may take action as described above.

    2. Prohibited Conduct and Activities. The Cellcom network must be used in a manner consistent with the intended use and purpose of Cellcom's network and services provided to the customer and may only be used for lawful purposes. Customers are prohibited from using Cellcom's network and services in order to transmit, distribute, or store material that in any way is unlawful, that is harmful to or interferes with Cellcom's network or services, or that adversely affects, or interferes with, the use or enjoyment of Cellcom's network or services by other users. In addition, the conduct and activities listed below are specifically prohibited. The list is not exclusive. Failure to specifically list a prohibited conduct or activity does not imply or confer that said conduct or activity is permitted or lawful.

      1. Unlawful Activities. Cellcom's services shall not be used in connection with any criminal, civil or administrative violation of any applicable local, state, federal, national or international law, treaty, court order, ordinance, regulation, or administrative rule. Customer shall not use Cellcom's network or services to transmit any material whose transmission is unlawful under any law applicable to such transmission.

      2. Harm to Minors. Customer shall not use Cellcom's network or services to harm, or attempt to harm, minors in any way.

      3. Child Pornography. Customer shall not use Cellcom's network or services to publish, submit, receive, upload, download, post, use, copy, produce, transmit, distribute, or store child pornography.

      4. Threatening Material or Conduct. Customer shall not use Cellcom's network or services to host, post, transmit, or re-transmit any content or material that harasses or threatens or encourages bodily harm or destruction of property.

      5. Inappropriate Content. Cellcom reserves the right to remove or restrict posting of materials that, at Cellcom's sole and reasonable discretion, is determined to be obscene, indecent, defamatory, libelous, hateful, malicious, threatening, abusive, racist, excessively violent, promotes the use of violence against others, fraudulent, or treasonous.

      6. Harassment. Customer shall not use Cellcom's network or services to transmit any material that unlawfully or otherwise harasses another.

      7. Intellectual Property. Customer shall not use Cellcom's network or services to publish, submit, receive, upload, download, post, use, copy, reproduce, transmit, re-transmit, distribute, or store any material that may be subject to protection under privacy, publicity, or other personal rights and Intellectual Property rights including, but not limited to, copyright, patent, trademark, trade dress, and trade secret. Customer shall not use Cellcom's network or services in any manner that would dilute, misappropriate, infringe, or violate any such rights.

      8. Fraudulent or Misleading Content. Customer shall not use Cellcom's network or services to transmit or distribute material containing fraudulent offers for goods and services or any advertising containing false, deceptive, or misleading statements, claims, or representations.

      9. Harmful Content. Customer shall not use Cellcom's network or services to transmit, distribute, or store material that may be harmful to or interfere with Cellcom's network and services or any third party's network, service, or system. This includes, but is not limited to, viruses, worms, and Trojan horses.

      10. Forgery or Impersonation. Customer shall not use Cellcom's network or services to add, remove, or modify identifying information in an effort to deceive or mislead the recipient of such information or in an attempt to impersonate another person.

      11. Unauthorized Access. Customer shall not use Cellcom's network or services to access, or to attempt to access without authorization, the accounts of others or to gain access to Cellcom's network, databases, or systems, whether or not the attempt or intrusion is successful.

      12. Unsolicited Commercial or Bulk E-mail. Customer shall not use Cellcom's network or services to transmit unsolicited commercial e-mail, unsolicited bulk e-mail, or any such e-mails which could reasonably be considered "spam." In addition, Customers are prohibited from using another provider's service to send "spam" to promote a site hosted on or connected to Cellcom's network or services. Customers shall also refrain from using Cellcom's network and services to: (1) send e-mail messages which are excessive and/or intended to harass or annoy others; (2) continue to send e-mail messages to a recipient that has indicated they no longer wish to receive them; (3) send an e-mail with a forged TCP/IP packet header information; (4) send malicious e-mail, including, without limitation, "mail-bombing"; or, (5) send or receive e-mail messages in a manner that violates the use policies of any other Internet service provider.

      13. Collection of Personal Data. Customer shall not use Cellcom's network or services to collect, or attempt to collect, personal information about third parties without their knowledge or consent. This includes, but is not limited to, phishing activities.

      14. Network Disruptions and Adverse Activity. Customer shall not use Cellcom's network or services to conduct activities that may be harmful to or interfere with Cellcom's network or services or any third party's network or services. In addition, customer shall not use Cellcom's network or services to conduct any activity that adversely affects the ability of other customers to use Cellcom's network or services. This includes, but is not limited to, flooding, mail bombing, or denial of service attacks. Such violations may also result in criminal and/or civil liability. Cellcom will investigate such activity, and when warranted, may involve and cooperate with law enforcement authorities in prosecuting users involved in such activity.

    3. Third Party Rules. Failure to adhere to any rules, guidelines, or agreements applicable to search engines, subscription Web services, chat areas, bulletin boards, Web pages, USENET, or other services that are accessed through Cellcom's network or services shall constitute a violation of the AUP and/or Terms and Conditions.

    4. Prohibition on Resale. Customers are prohibited from reselling Cellcom's services without Cellcom's prior authorization whether or not a fee is being charged.

    5. Content Responsibilities. Customers remain solely and fully responsible for the content of any material created, accessible, posted, hosted, downloaded, uploaded, accessed, or transmitted either on or through Cellcom's network or services. Cellcom takes no responsibility for such content.

    6. Monitoring Obligations. Cellcom is under no obligation to monitor Customer's content, usage, bandwidth, or transmission associated with the Customer's use of Cellcom's network or services. However, Cellcom reserves the right to do so. Cellcom may monitor content, usage, bandwidth, or transmissions as necessary to: (a) enforce the terms of the AUP and Terms and Conditions; (b) comply with applicable laws, regulations, or other governmental or judicial directives; (c) protect Cellcom's network and services; or, (d) ensure other users are not being adversely affected by Customer's conduct or activity. Cellcom reserves the right to modify, restrict, or block access or usage in response to discoveries made while monitoring content, usage, bandwidth, or transmissions.

    7. Indemnification. Customer will defend and indemnify Cellcom against all claims, actions, judgments, damages, fines, costs, and other expenses, including reasonable lawyer's fees and disbursements (collectively, "Indemnification Claims") arising out of Customer's failure to comply with the requirements of this AUP and the certifications and commitments contained herein. For avoidance of doubt, Indemnification Claims shall include regulatory enforcement proceedings initiated by any Government Authority and the costs thereof. In relation to any Indemnification Claims: (a) Cellcom shall have sole control of the defense and/or settlement thereof; (b) Customer shall furnish to Cellcom on request all information in Customer's possession or control for such defense; and (c) Customer shall cooperate with Cellcom in the defense of such claims as requested by Cellcom.

    8. Failure to Enforce AUP and Terms and Conditions. The failure of Cellcom to enforce this AUP and/or Terms and Conditions, regardless of the reason for not doing so, shall not constitute a waiver of any right to do so at any time. Customer agrees that should any portion of this AUP and/or Terms and Conditions be found invalid or unenforceable, that portion, and that portion only, shall be construed as consistent as possible with the applicable law. The remaining portions shall remain in full force and effect.

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    Terms and Conditions – Cellcom's Data Services

    These Terms and Conditions along with the Cellcom Acceptable Use Policy (AUP) set forth Customer's obligations, Cellcom's obligations, and the rules Customer must follow when using Cellcom's data service.

    General Terms
    A compatible device is required in order to use Cellcom's service and various features. Not all features are available with all devices. Services may not be available in all areas.

    Charges
    Customer is responsible for all data charges associated with data use. Data use applies to all browsing, downloading, and sending and receiving messages. All data use is billed in kilobytes with each session rounded to the next highest kilobyte. Data use allowance and overage rates depend on the service plan selected.

    Features

    Quik|TxT Messaging
    A device capable of text messaging is required. To receive information from the Internet, Customer must sign-up with a third party provider. Messages can be sent and received when using the Cellcom network and select partner networks while roaming. While roaming, availability and functionality may vary. Ability to receive messages in any geographic area is not an indication that Customer can send messages. Cellcom makes no guarantee of actual delivery or delivery within a specific period of time. If Customer's phone is turned off, the memory in Customer's phone is full, or Customer is outside the service area, the network will store and attempt to re-send any messages for up to 72 hours after receipt of the message on Cellcom's network. Messages not delivered after 72 hours will be deleted. Maximum outgoing message length is 160 characters, including the header, name, call back number, and e-mail address. Any incoming message over 160 characters will be split into multiple messages. Multiple messages are split by taking the first 160 characters and putting them in the first message, the next 160 characters in the next message, and so on. The maximum any one message (continuous or split) can contain is 640 characters. Any characters in excess of 640 are discarded. Cellcom cannot guarantee that Customer will not receive unsolicited messages. Without Cellcom's permission or Customer's knowledge, Customer's telephone number and/or message may be intercepted by third parties.

    Picture/Video Messaging
    A multimedia messaging certified device is required. Charges will apply for picture messages sent from Customer's phone even if not delivered to the intended recipient, regardless of the reason (for example, but not limited to, system or compatibility issues) for the non-delivery. Without a picture package subscription, picture messages sent or downloaded will be charged $0.25 per message, in addition to data charges associated with Internet traffic generated by the downloading of the message(s).

    Location and Location Based Services
    Cellcom knows the general location of your phone or wireless device whenever it is turned on. This is necessary for routing of incoming calls, delivering wireless content and properly billing your service. It is also necessary for providing enhanced emergency 9-1-1 service to public safety answering points or emergency medical service providers who have installed the necessary equipment to use location information. In addition, we may disclose location information to a governmental entity or law enforcement authority when served with lawful process or reasonably believe there is an emergency that involves the risk of death or serious physical harm.

    Cellcom offers access to applications that use your device’s location information to provide the service you requested. If you use any third-party software application that access location information generated by your device, it is your responsibility to investigate the privacy policies of any such parties.

    Information & Content
    CELLCOM IS NOT A PUBLISHER OF THIRD PARTY INFORMATION OR CONTENT AND IS NOT RESPONSIBLE FOR ANY OPINIONS, ADVICE, STATEMENTS, OR OTHER INFORMATION, SERVICES OR GOODS PROVIDED BY THIRD PARTIES. Customer acknowledges that every business or personal decision, to some degree or another, represents an assumption of risk, and that neither Cellcom nor its content and service providers or suppliers in providing access to information, underwrites, can underwrite, or assumes Customer's risk in any manner whatsoever. Certain information or content may be provided through the service by independently owned and operated content providers or service providers who are subject to change at any time without notice. These third parties may impose additional charges (on top of regular service charges levied by Cellcom) for certain content. As the user of such services, CUSTOMER is bound by the third parties' policies when CUSTOMER visits their respective sites or uses their services. It is CUSTOMER'S responsibility to read the rules or service agreements of each content or service provider as well as to understand any and all billing practices which are stated by the content or service provider. Any information CUSTOMER involuntarily or voluntarily provides third parties is governed by their policies. The accuracy, appropriateness, content, completeness, timeliness, usefulness, security, safety, merchantability, fitness for a particular purpose, transmission or correct sequencing of any information or downloaded data is not guaranteed or warranted by Cellcom or any content providers or other third party. Delays or omissions may occur. Neither Cellcom nor its content providers, service providers or other third parties shall be liable to CUSTOMER for any loss or injury arising out of or caused, in whole or in part, by any information acquired through the Service. To end a subscription to any third party messaging service, send the word 'STOP' to the shortcode designated for that campaign.

    Speed & Performance:
    Actual speed and performance are based on available network resources. In addition, other factors, such as plan selection, can impact speed and performance. Speed and performance may vary, are not guaranteed, and may not be available in all areas.

    Permissible Uses – Residential Broadband
    Residential Broadband service is only available on Cellcom's EV-DO network. Customer may use Residential Broadband service for the following purposes: (i) Internet browsing; (ii) email; (iii) participation in, but not the hosting of, "online gaming"; (iv) lawful uploading, downloading, and streaming of audio, video, and games; and, (v) Voice over Internet Protocol (VoIP).

    Permissible Uses – Mobile Data
    Mobile Data services may be used for the following purposes: (i) Internet browsing; (ii) email; (iii) corporate intranet access (including access to corporate email, customer relationship management, sales force automation, and field service automation applications); (iv) lawful uploading, downloading, and streaming of audio, video, and games; and, (v) Voice over Internet Protocol (VoIP).

    Prohibited Uses - General
    Customer may not use Cellcom's service other than as intended by Cellcom and applicable law. Customer may not use Cellcom's service for illegal purposes, purposes that infringe upon others' intellectual property rights, in a manner that interferes with other users' service, interferes with Cellcom's network, or interferes with Cellcom's ability to fairly allocate capacity on its network among users. Customer may not use Cellcom's service for any purpose contrary to the Acceptable Use Policy. Customer may not send solicitations to other Cellcom users without their consent. Cellcom's services are for individual use only and are not for resale without Cellcom's prior written authorization.

    Examples of prohibited uses include, but are not limited to: (i) using the Services for any activity that adversely affects the ability of other people or systems to use either the Services or other parties' Internet-based resources including, but not limited to excessive consumption of network or system resources (whether intentional or unintentional) and "denial of service" (DoS) attacks against another network host or individual user; (ii) interference with or disruption of other network users, network services or network equipment; (iii) for uploading, downloading or streaming of content in violation of local, state or federal law(s) including copyright violations; (iv) as a medium to distribute mass, unsolicited or otherwise unlawful mail, traffic and/or content.

    Cellcom's suspension of the user's service in accordance with these Terms and Conditions is not, and shall not be construed to be, a termination of the user's corresponding service agreement with Cellcom; and the user shall be and remain obligated to comply with each and every term of such agreement notwithstanding the suspension (including, but not limited to, the payment of all fees and charges identified in that agreement). Further, notwithstanding any termination of a user's account(s) by Cellcom in accordance with these Terms and Conditions, the user shall remain obligated to fulfill all accrued obligations stated in such user's service agreement with Cellcom, as well as any obligations resulting from the termination by Cellcom (including, but not limited to, the obligation to pay to Cellcom any early termination fees stated in the service agreement).

    Cellcom reserves the right to: (i) limit throughput or amount of data transferred, deny Service, and/or terminate Service, without notice, to anyone it believes is using the Service in any manner prohibited above or whose usage adversely impacts its network or service levels; (ii) protect its network from harm, which may impact legitimate data flows; and, (iii) discontinue service after a period of inactivity or after sessions of excessive usage.

    Additional Prohibited Uses – Residential Broadband
    Customer cannot use Cellcom's Residential Broadband service: (i) with server devices or with host computer applications, including, but not limited to, continuous web camera posts or broadcasts, continuous file transfers, or automatic data feeds; (ii) in conjunction with a Wi-Fi or similar device which has not been secured using a password/phrase/key or other encryption method; (iii) to enable persons or entities outside the location identified in the Service Agreement to use the service; and, (iv) as a medium to distribute mass, unsolicited or otherwise unlawful e-mail and/or content.

    Additional Prohibited Uses – Mobile Data
    Customer cannot use Cellcom's Mobile Data services: (i) with server devices or with host computer applications, including, without limitation, Web camera posts or broadcasts, continuous file transfers, or automatic data feeds; or, (ii) as a medium to distribute mass, unsolicited or otherwise unlawful e-mail and/or content.

    Reasonable Network Management – Generally
    Cellcom will employ reasonable network management principles to ensure all of our customers have a fair opportunity to utilize Cellcom's network and services. As part of our reasonable network management plan, Cellcom reserves the right to suspend or terminate, without notice to the Customer, any Customer's service who is interfering with other users' service and/or interfering with Cellcom's ability to fairly allocate capacity among users.

    Cellcom utilizes Hosted Data Optimization when a Customer is roaming on one of our roaming partners and is using 3G. Cellcom will optimize the data session by determining what device Customer is using and maximizing the video quality to fit Customer's device. This is transparent to Customer from both an optimization standpoint and from a picture quality standpoint.

    Reasonable Network Management – Residential Broadband (Effective all billing cycles beginning August 1, 2012)
    Cellcom reserves the right to limit throughput speed or immediately terminate service, without notice, of Customer if: (i) any line of service uses more than 25 GigaBytes (25,600 Megabytes) of data in a billing month; or, (ii) the Customer, in Cellcom's sole discretion, is using the service in a manner that is prohibited by the AUP or these Terms and Conditions.

    Reasonable Network Management – Mobile Data
    Cellcom reserves the right to limit throughput speed or immediately terminate service, without notice, of Customer if: (i) any line of service uses more than 5 Gigabytes (5,120 Megabytes) of data in a billing month; or, (ii) the Customer, in Cellcom's sole discretion, is using the service in a manner that is prohibited by the AUP or these Terms and Conditions; or, (iii) Customer's data usage off of Cellcom's network is 50% or greater in a billing month.

    Reasonable Network Management – Advantage Plan and Business Unlimited Plan
    After 22GB per line per billing cycle for smart and basic phones and 10GB per line per billing cycle for mobile broadband, tablets and connected devices, data speeds will be slowed to 200 Kbps to 500 Kbps. Cellcom reserves the right to switch customer to another data plan if less than seventy-five percent (75%) of the customers overall data usage are used in Cellcom's licensed market during any three month period during the term of this agreement.

    Reasonable Network Management – Advance Pay Unlimited Data Plan
    Data will stream at speeds of 3 Mbps until 18GB of data per line per replenishment date is used. Once 18GB per line per replenishment date is used, data speeds will be slowed to 200 Kbps to 500 Kbps.

    Security
    CELLCOM DOES NOT GUARANTEE SECURITY. If Customer uses Customer's own device to access corporate email or information, it is Customer's responsibility to ensure that use complies with Customer's internal IT and security procedures. Cellcom recommends the use of firewall, anti-virus, anti-spam, anti-spyware, and anti-malware hardware and/or software.

    Apple Trademark
    Apple and the Apple logo are trademarks of Apple Inc., registered in the U.S. and other countries. App Store is a service mark of Apple Inc.

  • Restoring Internet Freedom Transparency Disclosures

    Cellcom has adopted the following network management practices, performance characteristics, and commercial terms for its Broadband Internet access services in its good faith effort to comply with the Federal Communications Commission's (FCC's) Restoring Internet Freedom transparency requirements, pursuant to FCC 17-166. It is Cellcom's intent to fully comply with the Restoring Internet Freedom transparency disclosure requirements and it believes the information contained below accomplishes that intent.

    These practices, characteristics, and terms are intended to help preserve the Internet as an open framework that enables consumer choice, freedom of expression, end-user control, competition, and freedom to innovate without permission, while permitting Cellcom to manage its network reasonably.

    These practices, characteristics, and terms are effective as of June 11, 2018. Cellcom may add, delete, or modify certain practices, characteristics, or terms from time to time at its discretion. Any modifications or changes will be posted on this website. As such, we encourage customers to visit this website periodically to review our practices.

    Network Management Practices
    Cellcom is committed to providing the best broadband Internet experience possible to all of its customers. Cellcom and its staff use their best efforts to monitor, address and minimize (but do not guarantee that they can prevent) the effects of spam, viruses, security attacks, network congestion, and other phenomena that can degrade the service of affected customers.

    Reasonable network management is defined as any practice "appropriate and tailored to achieve a legitimate network management purpose" and takes into account a carrier’s particular network architecture and technology.

    • Blocking.
      • Subject to reasonable network management practices, Cellcom does not block consumers from accessing lawful websites or any applications that compete with its voice or video telephony services or those of its affiliates.
    • Throttling.
      • For Cellcom’s Advantage Plan and Business Unlimited Plan, after 22GB per line per billing cycle for smart and basic phones and 10GB per line per billing cycle for mobile broadband, tablets and connected devices, data speeds will be slowed to 200 Kbps to 500 Kbps. Cellcom reserves the right to switch customer to another data plan if less than seventy-five percent (75%) of the customers overall data usage are used in Cellcom’s licensed market during any three month period during the term of this agreement.
      • For Cellcom’s Advance Pay Unlimited Data Plan for smartphones, data will stream at speeds of 3 Mbps until 18GB of data per line per replenishment date is used. Once 18GB per line per replenishment date is used, data speeds will be slowed to 200 Kbps to 500 Kbps.
    • Affiliated Prioritization.
      • Not applicable. Cellcom does not engage in any practice that directly or indirectly favor traffic to benefit an affiliate.
    • Paid Prioritization.
      • Not applicable. Cellcom does not engage in any practice that directly or indirectly favors some traffic over other traffic in exchange for consideration, monetary or otherwise.
    • Congestion Management.
      • Congestion is an Internet access service problem that can slow web browsing, downloading, and other activities of the customers during certain peak usage periods. During periods of congestion they may experience conditions such as longer times to download or upload files, slower Web surfing, and/or slower movements during online game playing. This congestion may be caused by capacity limits and bottlenecks in a service provider’s own network or by limitations in the capacity of backhaul facilities and services that many service providers must purchase from unrelated entities.
      • Cellcom manages its network using a protocol-agnostic method. This means congestion is not managed based on online activities, protocols, or applications. In the event of congestion, all traffic is classified as "best effort." If significant congestion problems arise in the future, Cellcom most desired approach is to determine the source of the problem, and to increase the capacity of the affected portions of its network and/or of its connections with the Internet where warranted. However, network and other facilities upgrades often cannot be accomplished instantaneously because of the need to interconnect with multiple, unrelated entities.
    • Application-Specific Behavior.
      • Cellcom does not have its own third-party application certification criteria or procedures, nor does it restrict the use of applications on its network unless they are unlawful or unless there is a reasonable belief that such applications will cause harm to its network. Cellcom will expeditiously inform an application developer of any decision to deny access to Cellcom’s network of a particular application of such developer.
    • Device Attachment Rules.
      • Cellcom does not have its own third-party device certification criteria or procedures, nor does it restrict the use of devices on its network unless they are unlawful, there is a reasonable belief that such devices will cause harm to its network, or the device in incompatible with Cellcom’s network. Cellcom will expeditiously inform a device provider of any decision to deny access to Cellcom’s network for a particular device of such provider.
      • Customers may use any lawful, compatible, type-accepted (if necessary) and commercially available device which they desire on Cellcom’s network, as long as such device does not harm the network.
    • Security.
      • Cellcom does not normally monitor the traffic of its customers. It undertakes no obligation to monitor or protect such customer traffic from spam, viruses, denial-of-service attacks, or other malicious, unlawful or unwanted activities.
      • Our network employs metrics which determine whether there is a Denial of Service or similar attack hitting the network. During the time of such attacks inbound and outbound traffic filtering techniques will be employed to avoid network congestion and other network degradation. If any network traffic appears to be a malicious attempt to disrupt the network, such as by e-mail spamming or otherwise, corrective action will be taken and network information may be transmitted to the appropriate law enforcement agency for investigation and possible criminal prosecution under various computer hacking laws.
      • A customer that is subjected to a denial-of-service attack, or similar malicious, unlawful or unwanted activity, is urged to notify Cellcom as soon as possible. Cellcom will work with the customer, other service providers, federal and state regulators, and/or law enforcement to determine the source of such activity, and to take appropriate, and technically and economically reasonable efforts to address the matter.

    Performance Characteristics

    • Service Description.
      • Cellcom uses two different network technologies.
        • 3G - CDMA EVDO Rev A - The expected access speeds in the CDMA Rev A network range from (.4) Mbps to (.7) Mbps, however, during peak times, typically late afternoons and evenings, the average speed may be reduced. The connection speed is comparable to basic DSL (up to 700kbps), which is about 15 times the speed of a dial-up connection. While on the Cellcom 3G network speeds may be up to 700kbps. During peak times, typically late afternoons and evenings, the average speed may be reduced. See www.cellcom.com/map for 3G coverage details.
        • G - LTE (Long Term Evolution) - The expected access speeds in the LTE network range from (5) Mbps to (12) Mbps, however, during peak times, typically late afternoons and evenings, the average speed may be reduced. These speeds can only be realized when using a Cellcom-approved LTE device with an active Cellcom LTE SIM card while within the Cellcom LTE network. See www.cellcom.com/map for LTE coverage details.
      • Latency.
        • Latency, also known as delay, is the amount of time from when a data packet is sent to when it is received. For broadband Internet access services, latency is usually expressed as the round-trip time in milliseconds ("ms") that it takes for a data packet to travel between two end points on the Internet (from point A to point B and then back to point A). Some applications, such as email, can tolerate a substantial amount of latency without any noticeable impact on the application's performance, while other applications, such as real-time video conferencing, require lower latency to function properly.
        • Although latencies can vary due to several factors, Cellcom’s broadband Internet access service customers can typically expect the following latencies when accessing the internet:
          TechnologyTime in MillisecondsTechnology Suitability of the Service for Real Time Applications
          3G 78 to 116 No
          4G 63 to 106 Yes
      • Impact of Non-Broadband Internet Access Service Data Services.
        • Cellcom does not offer any non-broadband Internet access service data services that affect the last-mile capacity available for, and the performance of, broadband Internet access service.

      Commercial Terms

      • Price. Cellcom’s pricing, terms and conditions are available at www.cellcom.com.
      • Privacy Policies. Cellcom’s privacy policy if available at www.cellcom.com/privacy. Cellcom’s Acceptable Use Policy is available at www.cellcom.com/AUP.
      • Redress Options. Questions and complaints regarding the foregoing matters should be addressed to Cellcom’s Customer Service Department at 800-236-0055 or info@cellcom.com.
  • Warranty

    New Devices

    Cellcom facilitates the manufacturer’s warranty on all new products purchased from Cellcom. Please click on a manufacturer below for the information about the warranty and software agreement.

    • Apple: Warranty | Software Agreement
      Apple warrants the Apple-branded hardware product and accessories contained in the original packaging ("Apple Product") against defects in materials and workmanship when used normally in accordance with Apple's published guidelines for a period of ONE (1) YEAR from the date of original retail purchase by the end-user purchaser ("Warranty Period"). Apple's published guidelines include but are not limited to information contained in technical specifications, user manuals and service communications.
    • Cradlepoint: Warranty & Support
    • HTC: Warranty
    • LG: Warranty
    • Motorola: Warranty
    • Samsung: Warranty
    • Sierra Wireless: Warranty & Support

    Recertified Devices

    Cellcom offers a 90 day in-house warranty on all recertified devices purchased directly from Cellcom retail stores.

  • ADA Compliance

    Cellcom is committed to ensuring that its website is accessible to people with disabilities. All the pages on our website meet Web Content Accessibility Guidelines (WCAG) 2.0, Level A conformance. This policy applies to all new, updated, and existing web content on https://www.cellcom.com. Any issues should be reported to connect@cellcom.com. We will constantly strive to improve the services we may offer through this website, and will update this policy from time to time in connection with that effort and level of WCAG conformance.

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