FAQs

Cellcom does not charge a fee, or extend your contract, if you change your rate plan or features. However, if you have a promotional credit, and you change to a rate plan, you may lose your promotional credit. Be sure to ask about any current promotions on your line of service. Please note that because we bill a month ahead for service, should you change your rate plan, you will notice a proration on your next invoice.

There are many reasons your bill could change from month to month. If you made changes to your service, your bill could be higher due to proration since Cellcom bills a month in advance.

Overages during the month for data, minutes, roaming, or texting could increase your bill. Changing features to account for these overages will also reflect as an increase on the bill.

Another item to review on your invoice is the equipment section to review any charges for accessories or handsets.

If you are receiving promotional or month-to-month discount(s), they may be void upon changing your rate plan or entering into a new agreement. Also, if you had been receiving a discount for being out of contract and recently upgraded or signed a new 2-year agreement, you will no longer be eligible for month-to-month discounts.​

Customers with a Flex agreement should refer to their Flex contract. Details on the program are located at cellcom.com/flex.

Customers with a 2 year contract can upgrade after completing 21 months of a 24 month contract. When you complete at least 12 months of service, you may be able to upgrade earlier with our Flex-12 program. In order to upgrade earlier than 21 months, you would need to trade in your last contracted device as long as it's still in good working condition.

For more details on these early upgrade options, or to find out your exact upgrade date, contact Customer Care at 800-236-0055 or 611 from a Cellcom phone.

No. All active lines, excluding select Employee lines, Lifeline, and Prepaid PayGo lines, can make a referral to Cellcom. After discovering your unique referral code, easily share it with others via social media, email, or text message through our myReferrals portal.

It's important to you, and to us that you understand how to read your Cellcom bill. It is also essential that you are aware of the payment options available to you.

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

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

You need to sign up for BOTH autopay (only checking or 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.

​​There is no limit for the number of unique referral codes you send through the myReferrals page. However, you may only receive a maximum of $1,000 in​ referral credits within a calendar year.​

You will receive a text message confirming the referral credit has been applied to your account.

There are 2 options to turn data back on for that line:

• You can set the date usage limit higher. Data will turn back on within 60 minutes and that line can continue to use data until it meets/exceeds the new data usage limit set.
• You can disable data usage limits on the line. The line will then have the ability to use as much data as it wants.

There are a number of different carrier surcharges, taxes and fees that may appear on your invoice. This includes the Regulatory and Other Recovery Fee, Federal Universal Service Fund, Wisconsin State Universal Service Fund, and Police and Fire Protection Fee. For more information, please go to cellcom.com/fees.

​All users on the account must be authorized. There are different levels of authorization. The FRP (financially responsible person), APC (authorized per contract), and MIO (myInformation only). The FRP has the highest permission and can make any changes on the account. The APC is able to make some changes on the account and view multiple lines. myInformation only has access to only information specific their line of service. All users can make a payment.

The cycle end date is located at the top, right hand corner of each bill (billing date) or your myCellcom account. This can vary from account to account. Your account will refresh the day after your end date.​

​Only the "Financially Responsible Person" (FRP) and "Authorized Per Contract" (APC) will be able to view account information and/or make changes to your Cellcom account.

Cellcom bills for monthly access and features one month in advance. Therefore, if this is your first bill, you are billed from the date you started your service to the end of the billing cycle (partial-month, also known as proration), plus you are billed for the next month in advance.

Changes for a partial-month (proration) also occur when you change your rate plan/features. Because we billed in advance for the period when the change occurred, we must credit back what we charged for the old rate plan/feature, and then bill you the correct charge. In addition, you are billed the new rate plan/feature one month in advance.

This may also occur if you were temporarily suspended for nonpayment.

This charge is the monthly installment payment of your device/accessory. For more information, please go to cellcom.com/flex​.

Potentially. Many devices are manufactured for a specific wireless carrier, however some are more universal than others. It is recommended that you stop into store, call, or chat with a customer service representative to determine support for your specific model. Model information can typically be found in the "About" menu, under the battery, or on the back of the phone.

You are now also able to verify if your device is supported at cellcom.com/byod

It is possible that you accidentally pressed a button and silenced your phone's ringer. Verify that the phone is not on silent mode. Make sure to try to power your phone down on a daily basis. Some amount of missed calls are a normal part of cellular. The following list includes some of the possible reasons that normal missed calls occur.

1. You could be in a poor coverage area.
2. If the phone is in a data session and picking up 1x signal, it will not receive voice calls.
3. At the time the call comes through, the phone is not getting a good signal.
4. A call was just placed or just received and it takes a small amount of time for the phone to reset for the next call. If a call comes through during this time, the phone will not ring.
5. The phone is searching for a signal.
6. The line does not have call waiting, and a call comes through.
7. There's a problem with one of the towers in the area.
8. The cell site the customer is on is at capacity.
9. There's something wrong with the phone. If most or all calls are missed, contact Cellcom Customer Care and/or bring the device in to get looked at.

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 where you normally receive service, you should be able to place a call. Try taking the battery out of the phone for a few seconds, then put the battery back in and power the phone back on. If the issue is still occurring, contact a Cellcom Customer Care and tell us where you are experiencing the problem. If you are outside of the Cellcom coverage area (roaming), your phone may be set to home only. Contact Cellcom Customer Care for instructions on how to check this.

If your phone has a user-removable battery, immediately remove the battery from your phone. The sooner you remove your battery, the better your chance is of restoring your phone's function. Gently shake out as much water as you can from the phone and then place the phone in a dry area to dry out. 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 have wireless insurance and an approved claim, your phone will be replaced at an authorized Cellcom location. If you do not have insurance you will need to purchase another phone.

Some phones are water resistant. Your phone specifications will confirm this. Look for letters IP followed by two digits. These numbers will indicate how well the phone resists water. The higher the number the better the protection.

​​Your phone has been "hot lined"; in other words, you calls are being directed to Cellcom because of a billing issue. Work with a customer care representative to determine why this is occurring.

Visit cellcom.com/backup for information and resources.

​It is likely that the phone you're using is no longer being sold by Cellcom. However, we service all the phones that we have sold. To find out more information, you can visit the manufacturer's website or contact your local Cellcom retail or agent location. To take advantage of all the latest services and features that we offer, we would recommend you upgrade your phone to a newer model. Note that devices supplied by a different carrier are not covered.

​​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. A fast busy could occur if there were some sort of outage, if the call was being routed improperly, or due to trouble on the far end. If the fast busy signal only occurs when calling a specific #, try calling that # from a non-Cellcom phone. If you experience the issue on a non-Cellcom phone, the issue is not a Cellcom issue. If you don't have the problem on a non-Cellcom phone or you are unsure of the cause, call Cellcom Customer Care to report the issue.

If the recording only occurs when calling a specific number, try calling that number from a non-Cellcom phone. If you experience the issue on a non-Cellcom phone, the issue is not a Cellcom issue. If you only experience the problem on a Cellcom phone, make a note of actual recording. Contact a Cellcom Customer Care representative.

If you only hear static in certain areas, you could be in a poor reception area. If you hear static/noise whenever you use the phone and regardless of where you are, it could be damaged or defective and may need to be replaced. Bring your phone to any Cellcom location and our Repair Department will check the phone for you. We will provide a free loaner if your phone requires service. Other factors that can cause static are weather or other electrical interference.

Check to make sure the phone is not set to home only. This option is located in different locations, dependent upon phone model, but is generally found under network selection or system select menus. If you are unable to find this or if your phone is not set to home only and you still cannot make/receive calls, please call Cellcom Customer Care.

Ensure you are getting adequate signal and that "Airplane" mode is turned off. If signal strength is good, try powering your phone down for approximately one minute and then power the phone back on. Try browsing again. If you're still unable to browse, go into the browser select the "menu" option. Select "memory". Select "cache", then "history", then "cookies". Select "clear now". If none of these options work, please contact Cellcom Customer Care so the issue can be further researched.

Several issues could cause your phone to beep.

• Beeps can indicate that your battery is getting weak. Try charging the battery.
• You may have a new text or voicemail message you have not checked yet. Check for a message indicator on your phone.
• You may have a call waiting and someone else is trying to call you while you're already connected to a call.
• You may have a service alert. Several phones have alerts which will beep each minute you are on a call or will beep when you are in a roaming area. Many phones also have "minute minders" that will beep once per minute for the duration of a call. Contact Cellcom Customer Care to verify how to turn these options off.

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, we recommend you take your device to a Cellcom store or Cellcom Repair Center so we can have our technicians review your device.

There are several reasons why your phone may not turn on. The phone's battery may not have a strong enough charge to power the phone on. Try powering your phone up again after charging the battery.

Verify the phone charges when plugged into either the AC charger or cigarette lighter adapter. If the phone doesn't indicate the battery is charging, the problem could be a faulty charger or battery.

It is also possible that the battery contacts and/or the charging contacts need to be cleaned. Bring the phone and charger in to Cellcom for servicing.

Verify that the power button is being used to turn on the phone. Sometimes the wrong button is being pushed when trying to turn the phone on.

First, make sure that the charger is receiving power either from the wall A/C outlet or the vehicle's cigarette lighter socket. If the charger is receiving power, but it will not charge the phone, bring the phone, battery, and charger to a Cellcom location so that we can test the charger.

Several issues could cause your phone to not hold a charge.

If the phone is regularly in a low signal area, the battery will drain much quicker than when in a high signal area (check the signal strength bars on the phone).

If the phone says "charge complete" not very long after being plugged into the charger, it could indicate that the charger is not giving a correct charge to the battery (assuming the battery's charge was low before plugging it in).

Some phones have a setting for adjusting the timeout for the display. The device's display while on drains the battery. Check the owner's manual for your handset to see if it is possible to adjust the display timeout. Also keep in mind that when a person is typing a message, the display is on all of the time, so if you are a heavy text message user, the battery will drain much more quickly.

High usage of apps and streaming services will also drain your battery faster.

Some phones have a "battery save" feature. Turn this feature on to conserve battery power.

When a call is unintentionally disconnected it is referred to as a dropped call. Occasional dropped calls are common with cellular service. Cellular service uses radio waves to transmit a signal. Dropped calls may occur whenever the signal is interrupted. For example, dropped calls can occur when you are too far from a cell site, or you are in a hilly, low-lying or heavily forested area or you are inside your home or an office building, Check the signal strength indicator on your handset. If you drop a call while in a building, try moving near a window or even outside to see if you can get a stronger signal. If traveling, try placing the call when you have reached an area with a stronger signal. If you are frequently dropping calls all over, the issue may be due to a problem with the handset itself. If you have not had your handset checked within the last 3 months by our Repair Department, you may want to bring it in so we can check it out for you. Finally, if there has been a recent change in the number of dropped calls in a particular area, there may be a network service problem. Please call customer care and they will check it out for you.

​​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 and the other party's phone. It is possible that you have placed the phone in "mute" status which deactivates the microphone on your phone, thus making it impossible for the other party to hear you. Check to make sure that the "Mute" is turned off. If the problem persists at various locations, you may have a defective phone. Please bring your phone to any Cellcom location and we will be happy to examine it. If your smartphone seems to randomly turn Mute on, you may have a screen protector that is interfering with the phone's proximity sensor.

​Cellcom's device/accessory payment plan is called Flex.  Flex takes the total sales price of the device/accessory and splits it across monthly installments, to pay for the device over time versus paying for it all at the time of purchase.  For devices and watches, customers can choose either a 36-month or 24-month payment plan.  Most accessory payment plans are 12 months.  The monthly payments for devices and/or accessories are added to your monthly bill.​

Participation in Flex requires 0% APR 36, 24, or 12 month installment agreement, well qualified credit and eligible service plan. Credit check required. Down payment may be required.

​​Smartphones, basic phones, tablets, mobile broadband, connected devices (such as LTE cameras), smartwatches, and home phone replacement devices can be purchased on Flex. Cellcom allows customers to Flex new and most used devices (some used devices may not be eligible).

After 3 months, and if your account is in good standing, you can take advantage of the early upgrade option:

• Flex 36 – Pay 83% of the total sale price of the device, turn in the original device purchased on Flex in good working condition, and enter into a new Flex agreement.
• Flex 24 – Pay 50% of the total sale price of the device, turn in the original device purchased on Flex in good working condition, and enter into a new Flex agreement.

Only smartphone and basic phones are able to upgrade early. All other devices must pay off the Flex balance in order to upgrade.

You may pay down the total amount due on your device at any time. This does not reduce your next monthly billed installment, but may reduce the number of payments. You may also pay off the device at any time. This may only be done if there is no past due balance or you notify Cellcom in writing at the time of each payment.

Flex Repayment Form

​Based on the credit decision, consumer accounts can have no more than 10 active Flex device agreements and business accounts can have no more than 50 active Flex agreements.

Good working condition may include, but is not limited to:

• Device powers on and off
• Screen is free of cracks and functions correctly
• Device and connecting ports are free of visible corrosion and water damage
• Device and charging port are free of cracks, dents, and not missing any pieces
• Activation/device locks (such as Find my iPhone) is disabled

If the original device cannot be returned, you will need to pay remaining balance due in order to purchase a new smartphone or basic phone.

​You have to pay the device taxes and any required down payment at point of sale. If a down payment is not required, you can choose to make a down payment at point of sale to reduce the monthly installments.

If you cancel or deactivate Cellcom wireless service, after 15 days but prior to the device being paid in full, the remaining balance of the device will become due. This will appear on your next bill.

You will be responsible for continuing the monthly Flex installments or paying for the device in full if it is lost, stolen or damaged. Cellcom recommends subscribing to Device Protection to cover you if these situations arise.

​Flex installments are not billed in advance. Your first installment will appear on your next Cellcom bill.

No, there is no additional charge for 5G. All 5G usage counts towards your plan's data allotment.​

With 5G+ you'll experience ultrafast data. It's about 10 times or more faster than 4G LTE, with an average speed of over 1 Gbps; responses are almost instantaneous! You'll enjoy smoother streaming, quicker uploads, more realistic video, and minimal delays.

On 5G you'll have speeds that, on average, are 10-15 percent faster than 4G. You'll generally find 5G+ in more urban areas and in venues that hold large crowds such sport arenas and concert halls, and 5G will be common in rural settings.

Your 5G experience may change as you travel, depending on whether you're on 5G+ or 5G.

Cellcom has 5G in areas throughout the U.S. We'll continue to expand our 5G coverage both locally and nationally in the months and years to come. We're committed to bringing 5G to cities and rural communities.

​You must have a 5G phone to experience 5G. You'll also need up-to-date software and Cellcom's latest SIM card in your phone. You can stop in any Cellcom location for a free SIM card for your 5G phone.

​​When you choose the simpler, quieter pace of a smaller community, you still want and need access to the same technology found in urban areas. Cellcom has always been committed to serving our rural customers and we plan to maintain this commitment as we rollout 5G. Cellcom has delivered 5G in rural areas and will continue to do so in the future.

Yes. All 5G coverage, including partner coverage, is reflected at cellcom.com/map.

​5G access is included at no additional charge for the majority of service plans.

To access Cellcom's 5G network you must have the latest Cellcom SIM card. There are two ways to determine if you have the necessary SIM card:

• Physically: Remove your SIM card. If the SIM card is labeled "Mobile 2.0", your SIM card is 5G capable. If the card says "Mobile", visit a Cellcom location to request a new SIM card.
• Phone "About" Menu: Your phone's menu can display the ID of your SIM card. If your SIM card's ICCID has a prefix of 89018xxxx, you have a 5G-capable SIM card. If it does not, visit a Cellcom location to request a new SIM card.
  • iOS/iPadOS: Open Settings, Select General, Select About. Scroll down to the Physical SIM section to view your ICCID.
  • Android: Open Settings, Select About Phone, Select Status Information, Select SIM Card Status to view your ICCID.

Whether you're in the city, enjoying the slower pace of a rural community or relaxing in the Northwoods, you're going to appreciate the two big benefits of 5G: faster speeds and rapid response times. But just how much faster your 5G experience is compared to 4G will vary.

On 5G you'll have speeds that, on average, are 10-15 percent faster than 4G.

With 5G+ you'll experience ultrafast data - about 10 times or more faster than 4G - with an average speed of more than 1 Gbps. You'll enjoy smoother streaming, faster video uploads, and more responsive gaming.

You'll generally find 5G+ in more urban areas and in venues that hold large crowds such sport arenas and concert halls, and 5G will be more common in rural settings.

As you travel your 5G experience may change depending on whether you're on 5G+ or 5G.

​5G is the most recent generation of mobile networks. On a 5G phone you'll notice two big benefits: faster speeds and rapid response times. On average, 5G is 10-15 percent faster than 4G LTE and 5G+ is 10 times or more faster than 4G LTE, with an average speed of over 1 Gbps!​

You can still use your 4G device now that 5G has been added to Cellcom's network; you just can't take advantage of 5G benefits. 5G will not replace 4G. It will complement and work in tandem with 4G for years to come.​

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

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

Yes, it is based on plan and device type.

Unlimited Plus Plan - After the premium data has been reached, Cellcom may slow speeds in areas where there is network congestion until that congestion is relieved.

Premium Unlimited Plan – When each line reaches its 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:

• Smartphone Options:
  • Small – 6GB
  • Medium – 25GB
  • Large – 50GB
• Tablets and Mobile Broadband have 10GB and 20GB unlimited plan options.
• Connected Devices and Smartwatches have 3GB, 10GB and 20GB unlimited plan options.
• Basic Devices have a 3GB unlimited option.

Lifestyle Unlimited Plan – When each line reaches its 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:

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

Cellcom's Unlimited Plus Plan includes unlimited nationwide talk, messaging, and data (no overages) for up to 15 devices on an account. Customers can choose the unlimited plan that works best for them. Smartphones have 3 unlimited plans to choose from - Starter (1GB), Standard (50GB) and Select (100GB). Tablets, connected devices, and smartwatches can choose from 5GB, 20GB and 30GB options. Basic devices will receive 5GB of unlimited data. Additionally, the Unlimited Plus Plan includes unlimited international text messaging from the US and mobile hotspot/tethering capability on compatible devices, so you can connect multiple Wi-Fi enabled devices.

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

​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, you have two easy ways to signup for Lifeline. Apply Online by going to the National Verifier consumer portal at getinternet.gov or fill out a paper application and mail to the Lifeline Support Center at PO Box 9100, Wilkes-Barre, PA 18773.

​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.

To be able to set usage limits:

• On consumer Premium Unlimited, 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 message or talk is an included feature free of charge on Unlimited Plans, all share plans, the Advantage Plan, Business Unlimited Plan and Business Unlimited Select Plan.

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

Cellcom does not have any restrictions on using your smartphone as a mobile hotspot or tethering. Data used will count towards the premium or high-speed data on the smartphone and may be slowed if it exceeds the allotted amount.​

Usage Controls provides 2 services to customers on select plans:

• Block data, text or voice service on a line – available 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.

​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.

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.

Usage Controls are available on the below listed plans:

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

​Usage Controls can be found within the myCellcom web portal or mobile app. 

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)

Cash, Cellcom gift cards, credit cards or debit cards are accepted payment methods.

Payments are accepted in person at Cellcom retail locations and agent locations during business hours. Payments also can be made over the phone by calling Customer Care (800) 236-0055, on my.cellcom.com or using the myCellcom app.

No.  Any information taken is to fill legal requirements but no credit will be run.

Balances can be checked by visiting my.cellcom.com, using the myCellcom app, stopping into a retail or agent location or calling Customer Care at 800-236-0055.

It's possible that the pricing of phones available with Prepaid will differ from what is advertised in the media. The prices featured in advertising are often for customers entering into monthly Flex Agreements.

You must make an initial minimum payment of at least $15 and possibly more depending on the plan you choose. Don't forget about adding extra funds for charges like directory assistance calls. Charges for equipment and activation fees may apply.

At the beginning of each new replenishment date, power cycle/restart your device or enable then disable airplane mode to resolve the issue.

Potentially, it depends on the plan. 

Unlimited Plus Plan - After the premium data has been reached, Cellcom may slow speeds in areas where there is network congestion until that congestion is relieved.

All other unlimited plans - When each line reaches its high-speed data allotment, data speeds will be slowed until the beginning of the next bill cycle.

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

Within the last year, 87 million Americans experienced smartphone damage.*

Most traditional insurance policies don't cover wireless devices. If they do, the deductible alone may be much more than the cost to replace or repair your device. Customers on a Flex installment plan who damage or lose their device must pay their device off in full before they can purchase a new device. Cellcom offers many options for protecting your wireless device. Talk to your Sales Consultant for more information.

*Data Source: Allstate Protection Plans 2020 Mobile Repair Study.

There are three protection plans to choose from:

Total Coverage: This plan covers loss, theft, and accidental damage from day one. It also covers mechanical and electrical failures after the manufacturer's warranty expires.

CarePlus: This plan can only be purchased when coupled with AppleCare+. In this scenario, AppleCare+ covers accidental damage plus mechanical and electrical failures for two years. CarePlus covers loss and theft from day one, plus accidental damage after AppleCare+ expires.

Limited Coverage: Covers loss, theft, and accidental damage from day one. This plan does not cover mechanical and electrical failures.

Covered equipment and accessories:

• One wireless device. The wireless device's current unique identifier (e.g. ESN, MEID, or IMEI) must be registered and on file with Cellcom and Allstate at the moment of loss, theft or damage.

You are eligible to enroll in our Device Protection Program within 30 days after you purchase and activate a new or certified used device on the Cellcom network. Visit a Cellcom retail or agent location for more information and enrollment details.​

Filing a claim is quick and easy. To file your claim online visit AllstateProtectionPlans.com/Cellcom. If you don't have access to a computer, or if you prefer, you can always file a claim by contacting Allstate Device Protection at 1-877-629-0419.

For the quickest service, file your claim before visiting a Cellcom store. Claims can also be filed while at a Cellcom store, but we cannot provide a replacement until the claim is approved. You have 60 days to file a claim from the date of the incident. Once your claim is approved you have another 60 days to fulfill your claim and receive the replacement device.

The make and model of your wireless device can be located on the box the device came in or on your original sales receipt. This information can also typically be found in the Settings > About menu of your mobile device.​

Typically, you can pick up your replacement device at a store on the same day that your claim is approved. In some cases, a store may need to order a device from our distribution center or another store. In these cases, a free loaner device will be available for your use.​

Your monthly premium is based on the non-discounted retail price of your device at the time of purchase.

For the Total Coverage Device Protection Plan, the monthly premium will be $5.99, $7.99, $10.99, $11.99, or $14.99.

For the CarePlus Device Protection Plan (for AppleCare+ customers), the monthly premium will be $4.49, $5.99, $6.99, or $9.99.

For the Limited Coverage Device Protection Plan, (this does not cover electrical or mechanical failures) the monthly premium will be $3.99, $4.99, $6.99, $7.99, or $10.99.​​

Device Protection offers a replacement device or device repair dependent upon location, make/model, and damage type. Replacements may be new or reconditioned equipment which may have minor cosmetic flaws. Visit a Cellcom retail or agent location for more information.​

For insurance, you can make two (2) claims in a twelve-month period with a per claim limit of $2,000. For service contract, you can make two (2) claims in a twelve-month period with a per claim limit of $2,000.

For Total Coverage customers, if you reach the limit of liability of either your insurance coverage or your service contract, we will cancel both policies and your Total Coverage plan will be completed.

For CarePlus customers, if you reach the limit of liability of your insurance coverage, we will cancel your insurance coverage.​

Cellcom will provide authorized users with the last four digits of their ESN/MEID over the phone. If necessary, Cellcom can provide authorized users with the full ESN/MEID/IMEI if they come into a store. The ESN/MEID/IMEI can also be found on the box that your device came in.​

You must pay a one-time deductible (plus applicable tax) when your claim is approved and a replacement is authorized. Your deductible will be based on the make and model of the equipment for which you make a claim. Please contact a sales or customer care representative to confirm your exact deductible.​

We work with Allstate Protection Plans to provide our Device Protection Program. Visit our program overview page for more information​.

​myCellcom is a free service that provides you with access to valuable information about your account, including:

• A summary of recent invoices
• Minutes, messages, data used since the close of your last billing cycle
• The ability to make a one-time payment online
• Establish a recurring payment using a debit/credit card or checking or savings account
• View up to 3 months of call, message and data detail
• Reset voicemail PIN
• Increase your data plan
• The ability to set Usage Controls​​​.

A myCellcom account password is created when registering for a myCellcom account. If you forgot your password you can use the forgot password option.

​No, this app is free to Cellcom subscribers.

https://www.youtube.com/playlist?list=PL4COKlMoRJHzX5ffGawdLS4lfPeJFT0am

Yes. Simply tap "forgot password" on the log in screen.

1. ​Log into your myCellcom account and select myReferrals
2. Choose I want to refer someone to Cellcom
3. Enter your information and share your referral code with friends, family, or co-workers

The landing page and myUsage section of myCellcom will both display your minutes, messages, and data used since the close of your last billing cycle. Depending on your user type, you may only have access to information specific to your own line of service.

On the main plan screen, tap on the more options icon, then "Increase Data Plan". You will then be taken to a screen where you will be able to choose from different data options along with the duration of months you would like to continue with the increased data option. Once you have chosen the data amount and duration of time, tap on "Ok" or "Save".

To make a payment, from the main menu screen, tap Make a Payment. The initial myPayment screen provides current balance information. To continue, tap Make Payment. To pay with a credit card, tap Pay with Credit Card under Payment Information. Fill in the requested information. The app preselects paying the account balance, but you can change that to just pay the past due amount or a specific amount. When complete, tap Continue. Confirm the information is correct, then tap Submit Payment. Next, you will go to the successful payment screen letting you know that your payment was successfully posted to your account. Tap Done to go back to the main menu.

To make a payment with a checking or savings account, from the myPayment screen, tap Pay with Checking or Savings Account. Select if you are paying with Checking or Savings. Fill in the requested information. The app preselects paying the account balance, but you can change that to just pay the past due amount or a specific amount. When complete, tap Continue. Confirm that the routing number, account number and payment amount is correct and tap Submit Payment. Next you will go to the successful payment screen, letting you know that your payment was successfully posted to your account. Tap Done to go back to the main menu.

Please note that your payment may not reflect until your next billing cycle.

​​​To schedule a Usage Block, after logging into the account, tap on the "More" button and choose Usage Blocks.  This will bring you to the Set Usage Blocks screen.  Here you will be able to block data, text, or voice services immediately by tapping on the sliding bar or you can schedule a date for the services to be blocked by tapping on the Schedule Block Dates sliding bar and entering a start and end date.

​To schedule Usage Limits, after logging into the account, tap on the "More" button and choose Usage Limits. This will bring you to the Set Usage Limits screen. Here you will be able to; enter the amount of data you want to allocate to the line by tapping on the sliding bar and entering the amount of data you would like to limit. You can also select what to do when the line reaches its data usage limit. Either leave the sliding bar at Notify Only or tap the sliding bar to change to Notify and Block the line that is approaching its allocated limit.

Signing up for myCellcom is easy using either the web portal or mobile app. If using the web portal, go to www.cellcom.com/mycellcom, click on "Register Now" and follow the prompts to complete registration. ​​​

Via the mobile app, first download the app from the App Store or the Google Play store. Once downloaded on your mobile device, open the app and tap on "Register" on the log in screen and follow the prompts. 

​To view invoice information, from the main menu screen, tap My Bill. The myBill page provides an account summary, balance/payments received and current charges and credits. Note: myInformation only users will only be able to view their portion of the bill.

​To view your plan information, from the main menu screen tap myPlan. All plans for the account will appear. Choose the plan you want to view by tapping in it. All lines on the plan chosen will appear. Tap a specific wireless number for plan information. The myPlan page provides an overview of the rate plan and features for each wireless number on an account. Note: "My Information Only" (MIO) users will only be able to view their wireless number.

Talk, text, and data usage can be viewed from the main landing screen or by clicking on your plan name.

​Once you submit your changes, you will then receive a data increase confirmation. Read through the text and tap on "cancel" if you would like to go back or "submit" if you agree with the terms and would like to proceed with your data increase.​

​All add-a-lines will show '0' plan minutes available unless you have added a feature, such as Free Incoming to your line. This is because you share the unused minutes with the primary line on your account.

​If you share, the usage bar will show a two-tone bar with your usage and the cumulative usage of all lines on the account. Above the progress bar is the numerical representation for the estimated usage and monthly plan amounts. If the monthly plan amounts are shared among all lines on your account, it will provide your usage denoted as myUsage, the account usage and the monthly plan amount. "My Information Only" (MIO) users can only view usage on their own line of service.

You may have turned off usage notifications in either the myCellcom app or on the myCellcom website. To turn it back on via the app:

• Go into the myCellcom app on your device
• From the main menu screen, tap Settings
• Tap Manage Notifications
• In the myNotifications screen, tap On by notifications and select who should receive text messages and email messages.
• To save the changes, tap Save

You will now receive usage notifications when you are approaching or go over plan amounts. Note: Only the FRP on the account can manage usage controls.

Your username and password are created when you register your myCellcom account. Register your account by visiting www.cellcom.com and clicking "Register Now" or in the mobile app click "Register". Follow the prompts for account creation. Your username and password are the same for the web portal and the mobile app.

​Plan Minutes will show the number of free minutes available with your plan. If you have added a feature to increase the plan minutes that came with your plan, the Plan Minutes will reflect that feature. For example, a person on the US America plan adds the Unlimited Cellcom-to-Cellcom feature; the Cellcom-to-Cellcom plan minutes will show as unlimited.

The myCellcom app is available on smartphones with Android and iOS operating systems.

• Apple devices — Available on iOS 8.0 and above.
• Android devices — Available on OS 4.0.3 and above.

The myCellcom app will allow smartphone users to get usage and account information on the go. With the myCellcom app, you can:

• View your talk, text and data usage
• View plan information
• View bill information
• Make a payment
• Contact Cellcom
• Manage usage notifications
• Block/Unblock Services
• Manage Usage Limits
• Increase Data Buckets
• Request a Temporary Password
• Signup for a myCellcom Account

You can download the app by clicking here or from your smartphone using Google Play or the App Store.

To access the Usage Control functions within the myCellcom app, after logging into the account, tap on the "More" button. Here you will be able to set Usage Blocks for data, text or talk or set Usage Limits (paid feature). Note: not all user types can manage usage controls.

Check to see if you are eligible to participate in the myReferrals program. Prepaid PayGo customers, select Employee, and Lifeline accounts are not eligible to participate in the referral program.

Having a smartwatch linked to your smartphone, allows you to make and receive phone calls or send and receive text messages even if your smartphone is not nearby.​​

If you want to use your watch when out of Bluetooth range of the paired smartphone, then you will need to activate the watch on a cellular service plan. If you do not want to activate cellular service then it will function like the GPS-only model.​

Yes. Any Apple Watch GPS + Cellular series 3 or later and Google Pixel Watch can be activated with Cellcom. The smartwatch and smartphone must use the same carrier. For example, you cannot have the iPhone activated on Cellcom’s network and the Apple Watch activated with a different carrier.​

​​The smartwatch will use data similarly to how your phone uses data. But, if it is in Bluetooth range to the linked smartphone, then all data used will be through the smartphone. So, it just depends on how much you do on the watch when out of Bluetooth range to the linked smartphone.​

​Yes, you can add Applecare or device protection (available on select plans). If you have device protection, you need to have cellular service on the watch, as that is a requirement.​

​No, smartwatches cannot be paired with more then 1 smartphone at a time, nor is it possible to conveniently switch from one smartphone to another (you would instead need to repeatedly unpair and re-pair your smartwatch).​

No.

​Yes, smartwatches need to be paired to a smartphone to work.

​No, you do not have to activate cellular service. Without cellular service, it will work like the GPS model.​

​​Use the following guides to help you enable Cellular service on your smartwatch:

• Apple Watch or use the Apple guide at: https://support.apple.com/en-us/HT207578.​
• Google Pixel Watch
• Samsung Watch

​To deactivate cellular service on the watch, the account holder must call Cellcom.​

​That depends on the plan you are subscribed to. Please contact Customer Care to review this information with you.​

Smartwatches are not eligible for early upgrades. You can upgrade to a new watch at any time, but will be responsible to pay for the previous equipment if it has not been paid off.​

Unpairing the watch in the smartphone app only unpairs it from the phone. It does not cancel the line of service at Cellcom, since there is nothing that tells us that it is unpaired. To stop cellular service on the watch, you must call Cellcom.​

​No, Family Set up is not supported at this time.​

Cellcom will allow you to activate the smartwatch on the following plans:

• Unlimited Plus Plan
• Prepaid Unlimited Plan
• Premium Unlimited Plan
• Lifestyle Unlimited Plan
• Unlimited Plan
• Advantage Plan
• Share Plus Plan
• Share Unlimited Plan
• Share 1200 Plan
• Business Unlimited Select Plan
• Business Share Plus Plan
• Business Unlimited Plan
• Business Share Plan
• Business Unlimited Plus Plan
• Single Unlimited Plan
• Smart Data Plan

If you are on a different plan than listed above, you may switch to a current sellable plan to activate a smartwatch on your account.

​​Family Setup lets family members who don't have their own iPhone enjoy the features and benefits of an Apple Watch. With Family Setup, a family member who doesn't have their own iPhone can use their Apple Watch to do things like make phone calls, send messages, and share their location with you.​

​​iPhone 8 or later running the latest software version on a Cellcom Share, Advantage, Unlimited or Prepaid Unlimited Plan.

The main difference is the presence, or absence, of cellular connectivity.

• Apple Watch GPS lets you send and receive text messages, answer phone calls, and receive notifications when it’s connected to your iPhone via Bluetooth and Wi-Fi. The built-in GPS works independently of your iPhone for distance, pace, and route mapping in workouts.
• Apple Watch GPS + Cellular has all the same features as the GPS watch, as well as built-in cellular. It gives you the freedom to send and receive text messages, answer phone calls, receive notifications, and stream Apple Music and Apple Podcasts – even when you don’t have your iPhone with you.

​The smartphone's number will appear.​

Every cellular device has to have a phone number to work. For smartwatches, that phone number is blocked for all incoming calls (except 911). When a call is placed to the linked smartphone, the watch will ring as well.​

No, only Apple Watch GPS + Cellular have cellular connectivity capability.

No, the phone number on the invoice will be blocked for all incoming calls (except 911). Since the watch is linked with the smartphone, all calls to the phone number will ring on the watch as well.

If you would like to return a product you purchased online or over the phone from Cellcom, please call our Customer Care department at 1-800-935-4743 to begin your return process.

After speaking with one of our representatives to initiate your return, please perform the following steps.

• Turn off find my device features such as Find my iPhone(iOS) or Find My Device (Android) and remove the device from any associated iCloud or Google Accounts.
• Perform a Factory Data Reset on the device to ensure all personal information is removed.
• For your convenience, a return shipping label was included in your original packaging.
• You may use the box your product was shipped in, with the accompanying packing material.
• Place product in shipping container/box.
• Fill the container with packing material.
• Securely seal box.
• Place NEW shipping label over previous label on box.
• Bring to Drop Off Location
  Acceptable drop off locations include:
  • Any FedEx Office. To find available FedEx drop off locations near you, visit FedEx.com.
  • Walgreens
  • Select Dollar General locations
  • Select Grocery Stores

If Cellcom, in its sole discretion, deems the returned products do not meet their return criteria, found in our Return Policy located here, the product will be returned to you and you will be charged the full price of the device and any related shipping fees.

If you would like to check your order status, you can do so by logging into your myCellcom account. Go to Account and to myOrders. Order processing may take up to 3 business days to complete and prepare before shipping begins. Orders placed after 3:00 pm Central time on Friday will be processed the following Monday during normal business hours. Updates on your order status will not be available until that time. If your order contains back-ordered or pre-ordered items, it may arrive in multiple shipments. If you have questions, please contact us at 800-935-4743.​

Please choose your device manufacturer:

Samsung

Apple

Motorola

LG

https://www.youtube.com/playlist?list=PL4COKlMoRJHwedK8mnTISaD-mKh70w-Lh

You will need an eSIM compatible device to travel beyond Canada, Puerto Rico, and the Virgin Islands. Cellcom will offer loaner devices for customers who do not have eSIM compatible devices. Call (1-800-236-0055), visit our website (cellcom.com/support/international-travel), or stop in a store location to learn more about our Sim Local International eSIM options.

Most smartphone models are capable of Wi-Fi and should work on most Wi-Fi networks when internationally roaming. If your device is capable of using Wi-Fi, it should work on a Wi-Fi signal even if data is disabled.

For general device information, please visit the device page. If you don't see your device listed, or if you do not have an international capable device, contact Cellcom at 1-800-236-0055.

If you have any issues with your phone while traveling internationally, contact Customer Care at (+1) 800-236-0055 or email Cellcom at IntlHelp@cellcom.com.

Helpful Tips:

• To make a call back to the U.S., dial +1 area code and phone number.
• If you have an iPhone, iMessage and Facetime Audio will work on Wi-Fi.

Please reference our eSIM Sim Local Activation guides prior to your travel:

Activation Guide

Android Instructions

iPhone Instructions

International Long Distance allows you to dial an international exchange from the United States. In order to have international long-distance capability on your phone, you need to contact Cellcom Customer Care at 1-800-236-0055 to have a feature added to your account.

When you place an international long-distance call, you will be charged an international long-distance rate.

To make an international call, simply:

• Dial the international access code +, 001 or 011
• Dial the appropriate country code for the country you are calling
• Dial the number you are calling
• Press Send

Wireless Emergency Alerts (WEA) are a national public safety system that delivers relevant, timely and geo-targeted alert messages to mobile devices. These messages will alert you of impending threats to safety in your area.​

Alerts received at the right time can help keep you safe during an emergency. With WEA, warnings can be sent to your mobile device when you may be in harm's way, without the need to download an app or subscribe to a service.​

​WEA messages include a special tone and vibration, both repeated twice.​

Not all devices are WEA capable. The majority of handsets released in 2012 or later are WEA capable. In addition, newer devices have additional WEA capabilities. To check if a device is WEA capable, ask your Cellcom sales associate or click here for our current device lineup. WEA is listed on the Specifications tab.

While the alerts are called WEA, the official name for this new public safety system is the Commercial Mobile Alert System (CMAS). Some agencies may also use the name Personal Localized Alert Network (PLAN). For further information on Wireless Emergency Alerts, go to:

• www.fema.gov
• www.fcc.gov

You may get very few WEA messages, or you may receive frequent messages when conditions change during an emergency. The number of messages depends on the number of imminent threats to life or property in your area.

In rare instances, you may receive duplicate WEA messages when your phone is bouncing between different wireless networks. If you experience this issue, please report it to Cellcom's Customer Care department here.

​WEA is only one of the ways you receive emergency alerts. Other sources include NOAA Weather Radio, news broadcasts, the Emergency Alert System on radio and TV programs, outdoor sirens, internet services, and other alerting methods offered by local and state public safety agencies.​

No, if you are engaged in a call or in a data session when alerts are released, you will not receive the alert. Alerts will be re-sent at specific intervals in the targeted geographic location, in order to reach as many devices as possible. However, after that interval has concluded, alerts will no longer be available.​

Although these messages may look like a text or picture message, they do not travel over our Short Message System (SMS). Therefore, having texts blocked by Cellcom or an application should not impact the ability to receive WEA.

No. The technology used for Wireless Emergency Alerts is comparable to a radio broadcast. Information travels in one direction only, from the cell tower to WEA capable phones in the targeted geographical area. Carriers are not even be able to determine which customers receive the alerts.​

​Yes, WEA messages are not affected by network congestion.​

Subscribers may opt out of receiving AMBER and Imminent Threat alerts. You may not, however, opt out of receiving Presidential alerts.

You can manage your WEA settings through your device's menu:

• iPhone: Settings> Notifications > Government Alerts(Scroll to bottom)
• Samsung: Messages > Settings > Emergency Alert History > Settings
• Other Android: Messages > Settings > Advanced > Wireless Emergency Alerts > Settings

Special software and hardware are necessary to support WEA capabilities. Unfortunately, these changes cannot be retrofitted to older device models.

AMBER Alerts are urgent bulletins issued in the most serious child-abduction cases. The America's Missing: Broadcast Emergency Response (AMBER) Alert Program is a voluntary partnership between law-enforcement agencies, broadcasters, transportation agencies, and the wireless industry.​

​WEA will look like a text message. The WEA message will show the type and time of the alert, any action you should take, and the agency issuing the alert. The message will be no more than 360 characters.

If you travel into a threat area after an alert is first sent, your WEA-capable device will receive the message when you enter the area.​

There are 3 generations of WEA alerts:

• WEA 1.0 – Allows for a maximum of 90 characters.
• WEA 2.0 – Allows for a maximum of 360 characters. Spanish-language messages, public safety messages, alert message prioritization and consumer opt-in for receiving state/local test messages are also supported.
• WEA 3.0 – Offers improved geo-targeting to help focus on areas more affected by an emergency. To benefit from improved geo-targeting, you may need to turn on location services in your device's settings.

You can find out which version your device supports by selecting your device here and reviewing the Specifications tab.

​​Follow any action advised by the message. Seek more details from local media or authorities. Authorized senders may also release updates to WEAs with further information as needed.

Note: Because these alerts are initiated by authorized senders, and not Cellcom, we do not have any information beyond what is provided in the actual message.

• Imminent Threat Alerts that include extreme weather, and other threatening emergencies in your area
• Public Safety Alerts that are less severe in nature than Imminent Threat Alerts
• AMBER Alerts
• Presidential Alerts during a national emergency
• Test Messages that are opt in message to support state and local WEA testing

• Hurricane and Tsunami Warnings
• Tornado and Flash Flood Warnings
• Typhoon, Dust Storm, Extreme Wind, Storm Surge, and Snow Squall Warnings

It depends. WEA capabilities were available beginning in April 2012, but some mobile devices, especially older ones, are not WEA-capable. When you buy a new mobile device, it probably will be able to receive WEA messages.

The National Center for Missing and Exploited Children (NCMEC), in coordination with State and local public safety officials, sends out AMBER Wireless Emergency Alerts through IPAWS.​

​No, Cellcom provides Wireless Emergency Alerts at no charge to you.

​No, your device must have a connection to a cellular network in order to receive WEA alerts.

4G LTE is a high-speed wireless data technology that offers speeds of 5-12 Mbps download and 2-5 Mbps upload (up to 10 times faster than 3G data speeds). However, like any wireless data, speed is impacted by geography, distance from a cell site and traffic on the network.

An interactive coverage map is available at cellcom.com/map.

​Cellcom customers have access to a national 4G LTE network that covers 2.3 million square miles and over 98% of Americans. An interactive coverage map is available at cellcom.com/map.

We offer a MiFi mobile broadband hotspot for use with computers, tablets and other devices. Simply use your cellular data plan for connecting equipment.

Yes. The wireless industry is in the process of retiring these legacy technologies. Learn more at cellcom.com/networkupdate.

Occasionally phones can run into memory or application errors that can impact services like text messaging. To prevent or resolve these issues, occasionally power your device down for a couple minutes and then power back up and retry your message. Occasionally we will be asked by the account owner to block certain services. Check with your account owner to see whether text message services have been blocked on your handset. Check the signal strength on your phone to make sure you are receiving adequate signal. If not, try moving to an area with a stronger signal. Make sure all messages are being sent using the 10-digit phone number (with the area code). In some phones, whatever is stored in contacts will override what you've manually typed, so it's important to have phone numbers programmed with 10 digits in your phonebook contacts. Try deleting all messages in your inbox/outbox. If your phone has a removable battery, take the battery out. Wait a few seconds and put the battery back in, and power the phone back up. Try sending a brand new message to see if the issue has been resolved. If the problem is with just one person, and you are able to successfully text with other cellular users, the problem may be with the other person's service. Finally, if you are unable to solve the problem, call Customer Care and we will help you further troubleshoot the problem.

​​Occasionally phones can run into memory or application errors that can impact services like text messaging. To prevent or resolve these issues, occasionally power your device down for a couple minutes and then power back up and retry your message. Occasionally we will be asked by the account owner to block certain services. Check with your account owner to see whether data services have been blocked on your handset. In order to receive a picture message (for the first time), you must register your handset for pictures by first sending a message to someone else. If you have sent or received pictures in the past, but now are not able to, check your message in- and out-boxes. If you have a lot of messages and have not cleaned them out, you may not have "room" for new messages. Try deleting the messages in your in- and out-boxes. Try accessing the Internet on your phone. If you are unable to access the Internet, you may not be receiving a strong enough signal or there may be a data outage (which would prevent you from sending picture messages). If possible, try again when you have stronger signal. If none of these things work, call Customer Care and we will help you further troubleshoot the problem.

Send a text message with the word "STOP" to the short code that is sending the messages. If you don't know the short code, contact Cellcom's Customer Care Department and they will help you find this information.

Sometimes when a number has been ported from another carrier, the old carrier has not properly removed your phone number from their system for text messaging. Thus all of your incoming text messages from certain carriers are rejected and get routed back to your old carrier. Contact Cellcom Customer Care. They will open a trouble ticket to have the issue resolved with your old carrier.

Make sure all messages are being sent using the 10-digit phone number (with the area code). In some phones, whatever is stored in contacts will override what you've manually typed, so it's important to have phone numbers programmed with 10 digits in your phonebook contacts. If your phonebook contacts are programmed without the area code, reprogram with the area code. It is also possible that the resolution size of your picture is too large to be displayed on the receiving phone. Prior to taking a picture on your camera phone, look in your owner's manual for instructions on how to reduce the resolution size of the image you have captured If you are still unable to send any messages to specific numbers, please call Customer Care.

It is not abnormal to receive duplicate text messages on occasion. Typically, this occurs when the system doesn't receive proper communication that the message has been received by the phone, so it resends the message again. Turning the phone off and back on a daily basis does help prevent some duplicate text messages. It would be abnormal to receive the same message every minute or so over and over again. Should this occur, try deleting all messages in your inbox/outbox. If your phone has a removable battery, take the battery out of the phone for a few seconds. Replace the battery, and turn the phone back on. Also check to see if there are any additional messaging apps installed on the phone that could be causing a conflict with the default messaging application. If that does not resolve the issue, contact Cellcom Customer Care.

​​Often times, forwarded messages have changed hands several times. Each time a message has changed hands, it gets decoded and recoded. The more times a message gets decoded and recoded, the less likely it is to properly display on a handset. In addition, some file types/formats of forwarded messages may not be supported on certain handsets.

This can occur if you have a special character / symbol (i.e. not a letter or number) in your message or your text messaging signature. Try modifying your signature so that it has only normal (alpha or numeric) characters, or try removing your signature, to see if this fixes the issue. If you don't have a signature, try deleting all messages in your inbox/outbox. If your phone has a removable battery, take the battery out of your phone for a few seconds. Replace the battery, power the phone up, and now try resending a new message to see if that fixes the issue. If the issue is still not resolved, contact Cellcom Customer Care.

Your device may not be forwarding to voicemail. To re-forward calls to voicemail, please contact Cellcom Customer Care.

Setting up voicemail varies by make/model of your device. Some can be set up directly in the smartphone app. For others:

1. Dial your 10-digit phone number from the device.
2. Follow the instructions.
3. When prompted for your PIN, enter the last 4 digits of your phone number.

During this session, you will be instructed to:

• Create a new PIN with a minimum of four numbers.
• Record your name announcement
• Record your personal greeting

1. Simply dial your 10-digit number. Interrupt the greeting by pressing the ' * ' key.
2. Enter your pass code.
3. Follow the instructions provided by the voicemail system.

You will get a notification when a new message arrives. When you receive a new voice message notification, drag down the notification bar and tap Cellcom Visual Voicemail notification or go into the Voicemail app and tab inbox. This provides a list of all your messages.

​Go into the visual voicemail main menu and tap "greetings". Tap on the greeting that you would like to change (Personal, Meeting or Vacation). Tap the red record button to begin recording your greeting. Tap the square stop button to stop recording and listen to the recorded greeting to verify its quality. If you are happy with your recording, tap the "save" button.

• You are not required to have a set-top box.
• You can save monthly recurring set-top box charges by using any of the supported devices, such as Amazon Fire TV Stick, Chromecast, or your smartphone or tablet.
• ​DVR is now cloud-based with options of 50 or 100 hours of recording space. This means you can view your recordings from any supported device anywhere in your home.

Nsight delivers all programs over your internet connection, like streaming services you may use today, such as Netflix. Streaming services connect to all the programs in the cloud (a virtual storage system), via the NsightTV application (app).

All TV programs are being accessed via an app, whether you are viewing your TV programs on a set-top box or another supported device, such as a Fire TV Stick, Android or iOS smartphones and tablets.

​You may experience periodic buffering. If you are experiencing buffering or "content cannot be displayed", please reboot your devices which allows the device to secure a new connection over your internet to the programs in the cloud.​

​There is no extra cost to current NsightTV customers for watchTVEverywhere.​

One of three ways:

• Set-top box: If you are using a set-top box, we have installed the app for you.
• iOS: Download here from the App store.
• Android: Download here from the Google Play store.

A reboot means to shutoff and restart the device you are using.

Set-top box:

1. 1. Pull the power cord out of the back of the set-top box.
   2. Make sure the red/green light is no longer glowing on the front of your set-top box.
   3. Wait 10-15 seconds.
   4. Plug the power cord back into the set-top box.
      • Be aware, it may take up to 5 minutes for the TV set-top box to complete its reboot process before it is fully ready to use.

Amazon Fire TV stick: Go to: “Settings > My Fire TV > Restart”.

Phones / Tablets: Power them off, then back on.

Chromecast:

1. 1. Unplug from the power source
   2. Wait one minute
   3. Plug back in

​To use watchTVEverywhere after you have subscribed to NsightTV, you must first complete a one-time registration: Visit www.wtve.net

Select Cellcom from the 'select your TV provider' menu. If there is a TV provider that is already selected, you may need to clear your cookies. You can also change TV providers by clicking the link in the footer of the landing page.

Click 'register' on the top menu and then enter the subscriber validation information by using your last name as shown on your Cellcom account and your custom WTVE account number (account number on bill). Enter your new user information and click 'submit'

Visit www.wtve.net. After your initial registration for the service, click "Log In," and enter your username and password. Click on the TV network you want to watch. If the TV network requires an additional log-in, select Cellcom from the network’s list of providers, then enter your email and password you created.

​It is FREE for NsightTV customers. There is no extra charge to use it. It includes live TV and has full episodes of current shows within days of their premier.​

​We have prepared a beginner’s guide to help you setup the NsightTV app on your TV with a bonus guide to get you started with your Amazon account and setup of Amazon Fire TV Stick.

Amazon FireTV Stick Setup Guide for NsightTV​

​Yes. Your remotes will be different depending on the devices you use.

No. NsightTV will perform like a streaming service. It will not be identical to the IPTV service you previously had.​

This is a quick user guide for streaming NsightTV on your Amazon Fire TV Stick.

Getting Started

To use the NsightTV app, you must have Cellcom internet service. If you do, and do not have TV service, below are the ways to get set up.

• Call Cellcom at 800-826-5215 to get TV service set up.
• Stop into one of our Cellcom service centers below:
  • Niagara, Pulaski, Two Rivers, Shawano or Luxemburg

Installing

To download the NsightTV app:

1. Go to the search icon at the top left of the screen.
2. Using your Fire TV remote, type in NsightTV. When complete, arrow down to NsightTV and tap ok on your remote.
3. You will then see the NsightTV app. With your remote, select the app and tap ok.
4. Select download to add the app to your Fire TV. Once the installation is complete, you can open and log in to the app. The app will also be found on your Fire TV home screen.

Logging In

1. When going into the application for the first time, you will be presented with a log in screen. To continue, tap ok on your remote.
2. Enter your User ID provided to you at time of sale and tap next.
3. Enter your Password provided to you at time of sale and tap next.
4. Once you choose your user, you will be brought to the NsightTV home screen.

If you have forgotten your NsightTV User ID or password, please call Tech Support at 800-224-3308.

Home Screen

The home screen of the NsightTV app will show you recommended Live TV shows as well as most Watched Live TV. Tap on a show to get more details or begin watching.

Live TV

Live TV will show you the complete channel guide and programs that are playing.

1. Tap on the show itself to get a summary of the show, duration, genre, and cast members.
2. Tap ok on your remote to watch, restart, record or see upcoming episodes.
3. Tap the search icon in the upper left corner to search for movies, TV shows, actors, directors and more.

Nsight Catch Up TV

Catch Up TV, also known as on Demand, allows you to “catch up” on TV shows that you have missed.

1. Find a show that you would like to Catch Up on.
2. Tap on the show to read details about the show, watch, resume or view episodes.

How to Record

1. Tap on the show that you would like to record.
2. Tap the record button.
3. You have the option to record an episode or record an entire series. Customize your recording by selecting which channel to record from, new or all episodes, and the number of episodes you would like to keep.

My Recordings

The Recordings menu will allow you to manage your recordings.

• Scroll through all your recorded shows and upcoming scheduled recordings. Tap on a specific show to edit.
• You can watch your show by tapping play, manage recordings, or protect your recording from being deleted.
• If you tap on Manage Recordings, you will be given the option to cancel the series, delete the series or update your recording options.
• If you do choose to stop, cancel or delete your recordings, you will be presented with a confirmation screen before your recording is deleted.

This is a quick user guide for streaming NsightTV on your Android device.

Getting Started

To use the NsightTV app, you must have Cellcom internet service. If you do, and do not have TV service, below are the ways to get set up.

• Call Cellcom at 800-826-5215 to get TV service set up.
• Stop into one of our Cellcom service centers below:
  • Niagara, Pulaski, Two Rivers, Shawano or Luxemburg

Installing

To download the NsightTV app:

• Go to the Google Play Store and search for the NsightTV app or download here.
• Once downloaded, tap the NsightTV icon to begin using the app.

Logging In

When going into the application for the first time, you will be presented with a log in screen. To continue, enter your NsightTV User ID and password and tap Login. You will receive your User ID and password at time of sale.

If you so choose, you can have the app remember your password by checking the Save Password box.

If you have forgotten your NsightTV User ID or password, please call Tech Support at 800-224-3308.

Home Screen

The home screen of the NsightTV app will show you recommended Live TV shows as well as most Watched Live TV. Tap on a show to get more details or begin watching.

Live TV

Live TV will show you the complete channel guide and programs that are playing.

1. Tap on the day to check out upcoming programming.
2. Tap on the channel to preview the show that is currently playing.
3. Tap on the show to get a summary of the show, duration, genre, and cast members.
4. Tap the search icon in the upper right corner to search for movies, TV shows, actors, directors, and more.

How to Record

To record your favorite show,

1. Tap on the name of the show in the guide.
2. Tap the record button.
3. You have the option to record an episode or record an entire series.
4. Customize your recording by selecting which channel to record from, new or all episodes, and the number of episodes you would like to keep.

Managing Recordings

The Recordings menu will allow you to manage your recordings.

• Scroll through all your recorded shows and upcoming scheduled recordings. Tap on a specific show to edit.
• You can watch your show by tapping play, manage recordings, or protect your recording from being deleted.
• If you tap on Manage Recordings, you will be given the option to stop recording, delete the series or cancel the series.
• If you do choose to stop, cancel or delete your recordings, you will be presented with a confirmation screen before your recording is deleted.

Enable Multiscreen

Enable Multiscreen allows you to transmit or cast live TV from your mobile device to a Smart TV. Simply tap on Enable Multiscreen in the menu.

About

For the app version and other information, select About from the main menu page.

This is a quick user guide for streaming NsightTV on iOS.

Getting Started

To use the NsightTV app, you must have Cellcom internet service. If you do, and do not have TV service, below are the ways to get set up.

• Call Cellcom at 800-826-5215 to get TV service set up.
• Stop into one of our Cellcom service centers below:
  • Niagara, Pulaski, Two Rivers, Shawano or Luxemburg

Installing

To download the NsightTV app:

1. Go to the App Store and search for the NsightTV app or download here.
2. Once downloaded, tap the NsightTV icon to begin using the app.

Logging In

1. When going into the application for the first time, you will be presented with a log in screen. To continue, enter your User ID and password provided to you at time of sale and tap Login.
2. If you so choose, you can have the app remember your password by tapping on the Save Password button.

If you have forgotten your NsightTV User ID or password, please call Tech Support at 800-224-3308.

Home Screen

The home screen of the NsightTV app will show you recommended Live TV shows as well as most Watched Live TV. Tap on a show to get more details or begin watching.

Live TV

Live TV will show you the complete channel guide and programs that are playing.

1. Tap on the day to check out upcoming programming.
2. Tap on the Channel to preview the show that is currently playing.
3. Tap on the show to get a summary of the show, duration, genre, and cast members.
4. Tap the search icon in the upper left corner to search for movies, TV shows, actors, directors and more.

Nsight Catch Up TV

Catch Up TV, also known as on Demand, allows you to “catch up” on TV shows that you have missed.

Tap on Show all in the upper right hand corner to view all shows you can catch up on.

How to Record

1. To record your favorite show, simply tap on the name of the show in the guide.
2. Tap the record button.
3. You have the option to record an episode or record an entire series.
4. Customize your recording by selecting which channel to record from, new or all episodes, and the number of episodes you would like to keep.

Managing Recordings

The Recordings menu will allow you to manage your recordings.

• Scroll through all your recorded shows and upcoming scheduled recordings. Tap on a specific show to edit.
• You can watch your show by tapping play, manage recordings, or protect your recording from being deleted.
• If you tap on Manage Recordings, you will be given the option to stop recording, delete and episode, delete the series, or record the series.
• If you do choose to stop, cancel or delete your recordings, you will be presented with a confirmation screen before your recording is deleted.

Enable Multiscreen

Enable Multiscreen allows you to transmit or cast live TV from your mobile device to a Smart TV. Simply tap on Enable Multiscreen in the menu.

​We offer business-hours coverage for the repair of our equipment or services at no charge, often within 24 hours. Our technicians also are on-call after hours for emergencies. To schedule an appointment or report an emergency, contact a friendly technical support team representative at (800) 224-3308.​

Nearly all watchTVEverywhere programs are available on all devices (PC, laptop, tablet, smartphone). Some networks may not have made all their programs available on all devices. However, TV networks may limit the number you can use at the same time.​

WatchTVEverywhere is a service that allows cable TV subscribers to view TV programs on devices other than a TV set, including a PC, a laptop, tablet, or smartphone.​

​WatchTVEverywhere works anywhere you can receive an Internet signal: in your house, at work, at the mall, at a hotel, the airport, a vacation home — anywhere! Wired connections and in-home Wi-Fi will provide the best overall quality.​

Your channel lineups will vary slightly from your previous IPTV services. Reasons include:

• Not all channels are offered by our 3rd party provider.
• The channel lineups have been reorganized to place similar channels together.
• You may be on a very old lineup that has not been supported for many years.

​Yes! We are working with many different programming providers to expand the number of networks, and the number of shows available on watchTVEverywhere.​

​Radio systems operate on assigned frequencies. This allows different services such as mobile radios, local wireless networks, and others to operate without transmitting on the same frequency. When different wireless services are broadcasting on the same frequency it can cause signal collisions and interference. Most interference is caused by powered wireless equipment inadvertently broadcasting on licensed radio frequencies.​

There are several potential causes of interference, and any powered wireless device has the ability to generate interference. Here are some of the most common sources:

• Cellular boosters
• Amplified TV antennas
• Wireless home phones, baby monitors, and microphone systems
• Wireless modems and routers

​Cellcom towers use FCC licensed frequency, and Cellcom is legally obligated to operate its cellular network in accordance with FCC regulations. This includes keeping our network free of interference to ensure that subscribers on the network have the best experience possible. Cellular interference can cause issues with 911 calls and other emergency services, which has a negative impact on public safety.​

Cell Site Technicians use information from cell site monitoring and specialized equipment to identify and locate the most likely source of cell site interference.​

A Cellcom RF Technician can suggest possible sources of interference and help to identify external equipment that may be a source, such as antennas. If the source of interference is not clear, it is best to power off any equipment that could potentially cause interference, and verify the interference subsides. Then the equipment can be powered up, one by one, to determine which device is responsible. In some cases, a Cellcom RF Technician may ask to coordinate with you in person to troubleshoot the issue locally.

In many cases, the equipment generating the interference may be working properly. It is also possible for equipment to start generating radio interference after not causing an issue previously.

Cellcom RF Technicians will arrive in a marked Cellcom company vehicle, hold a Cellcom identification badge, and will always identify themselves. If it is necessary to enter a home or business to troubleshoot, they will always ask for consent prior to entering and follow any necessary precautions.​

Cellcom will make all reasonable attempts to resolve the issue in a way that works with your schedule and availability. If you choose not to cooperate or the interference is especially severe, Cellcom may choose to refer the case to the FCC or other proper authorities for investigation. Most consumer electronics are governed by FCC Part-15 rules, and these rules allow you to operate the device under the condition that it does not interfere with licensed radio networks, including the Cellcom network.​

Once the source of interference has been identified, the RF Technician may visit your home or business to leave a door hanger. This hanger includes general information on cellular interference, potential sources of interference, and how to contact Cellcom.​

​Cellcom will make a reasonable attempt to find a solution that allows you to use your equipment without generating interference. If the equipment is defective and generates radio interference when it is operated, the equipment will need to be powered down or replaced. Cellcom is not responsible for replacing or compensating you for equipment that generates interference.​

Roadside Assistance services must be arranged through Allstate Motor Club. You and the wireless phone registered with Allstate Roadside Assistance must be present at the time of service. The registered wireless phone can request service by calling the service number below: 

• Emergency Roadside Assistance: 1-855-370-1526
• After you call for assistance, you will receive confirmation of the service provider and an estimated time of arrival for your location 

Heavy-duty vehicles  

• Commercial vehicles while being used on the job
  • Ex. A satellite TV provider that is on their way to service a customer’s home would NOT be covered
• Taxicabs (Uber/Lyft), ride share, tractors, boats, trailers, motorcycles, recreational vehicles and trucks, dune buggies, vehicles used for competition, stolen vehicles, unlicensed vehicles, illegally parked cars or impounded vehicles

Services will be provided ONLY if the customer and device are present with the vehicle. Abandoned vehicles will not be serviced. 

• Roadside Assistance Coverage follows the device phone number.

There is no pre-set limit on the number of Dispatch service calls and/or reimbursements per membership year, however, AMC reserves the right to terminate eligibility for any Subscriber based on excessive use. The purpose of the Roadside Assistance benefit is to provide service in common emergency situations.

In the unlikely event that the Motor Club is unable to locate a service facility or provide services in the area, you may locate a service provider and be eligible for reimbursement up to $80. To receive reimbursement, the customer must contact the Motor Club PRIOR to securing service, then submit a clear copy of the original receipt along with their name and address to: 

CELLCOM Roadside Assistance Program 

P.O. Box 660021 

Dallas, TX 75266-0021 

Call Cellcom customer care at 800-236-0055 or visit your local retail location. Newly enrolled customers will receive a text message within 48 hours confirming their coverage and directing them to access the program details: 

• CELLCOM MSG: You are enrolled in Cellcom’s Roadside Assistance program. For program details and additional benefits please visit www.cellcom.com/roadside
• Roadside Assistance terms and conditions can be accessed at https://roadsidemobile.com/tac/cellcom
• Service becomes effective 72 hours after enrollment
• Customers may enroll or cancel at anytime
• It is recommended that the customer save Roadside Assistance (1-855-370-1526) in their contacts for easy access when they need service

No, your membership ID will remain the same as it is today and is the registered mobile number with Roadside Assistance on the line.

You can cancel service any time. Call Cellcom at 1-800-236-0055 or visit your local retail location to remove service from your line. 

Visit our program overview page for more information.