Support

This is where you’ll find answers to all your questions about your phone, your plan, your accessories, your features, your bill or anything else associated with your Cellcom account and equipment. Can't find the answer to your question? Please contact us.

Interactive Device Tutorials

Troubleshoot issues, learn essential tasks, and discover more of what your technology can do for you.

Software Updates

Install the latest software on your device.

Activating an eSIM on Your iPhone

Step by step instructions on activating your eSIM.

Black Friday Week 3 Apple

Boosting Indoor Coverage

Wi-Fi Calling or Cellular Booster

5G

Learn more about the latest generation of wireless technology. 

VoLTE

Make sure VoLTE is turned on in your device settings. 

Frequently Asked Questions

Account & Billing

Why do I have charges on my bill for more than one month?
Answer

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.

What will I be charged if I change my rate plan/features?
Answer

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.

Why is my bill so high?
Answer

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.

When does my bill cycle end?
Answer

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.​

Device Troubleshooting

My phone got liquid in/on it.
Answer

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.

My phone will not turn on.
Answer

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.

My phone keeps turning off.
Answer

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.

My phone is beeping.
Answer

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.

Flex

Will my Flex installments be billed a month in advance, just like my monthly service?
Answer

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

What Is Flex?
Answer

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.

What devices can be purchased on Flex?
Answer

​​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).

How many devices can I have on Flex on my account?
Answer

​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.

5G

What is 5G?
Answer

​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!​

What's 5G vs 5G+?
Answer

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.

When will Cellcom have 5G in my area?
Answer

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.

Do I have to buy a new phone to use 5G?
Answer

​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.

Plans

How much do Usage Controls cost?
Answer

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.

Where do I go to set Usage Controls?
Answer

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

How do I unsubscribe from Usage Controls?
Answer

​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.

What is my plan?
Answer

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.

Prepaid

What payment methods are accepted for Prepaid plans?
Answer

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

Where can I make a payment on my service for Prepaid plans?
Answer

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.

How much do I have to pay to get started?
Answer

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.

How will I know what my balance is?
Answer

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.

Device Protection

What if I do not have the ESN, MEID, or IMEI for my device?
Answer

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.​

How do I determine the manufacturer and model of my device?
Answer

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.​

How do I enroll in Cellcom's Device Protection Program?
Answer

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.​

Why do I need device protection for my wireless device?
Answer

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.

myCellcom

How do I sign up for myCellcom?
Answer

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. 

Under myUsage, my plan minutes do not match what is included with my calling plan. Why?
Answer

​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.

How do I check how many minutes I have used?
Answer

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.

How do I get an account password?
Answer

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

Smartwatches

What are the benefits to having a Smartwatch?
Answer

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.​​

What is the Apple Watch GPS + Cellular eligibility?
Answer

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

How do I activate Cellular service on a smartwatch?
Answer

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

If I purchased a smartwatch somewhere else, can I activate cellular service with Cellcom?
Answer

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.​

Online Orders

How do I return my order?
Answer

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.

How do I check my order status?
Answer

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.​

How do I replace my SIM?
Answer

Please choose your device manufacturer:

Samsung

Apple

Motorola

LG

How to Videos - Online Ordering
Answer

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

International Travel

What is International Long Distance?
Answer

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. Additionally, you will use minutes from your voice package if you are not on an unlimited plan. If you have used all included minutes from your plan, you will be charged the additional airtime 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
What are the things I should know prior to travel?
Answer

If you currently have a device that is capable of international travel, or if you'd like to rent a world phone, stop in at any Cellcom retail or agent location to get set up. You will need an international SIM card that will be provisioned for traveling.

If you are not planning to use data when traveling, Cellcom can shut data off, so you are not charged for any unexpected data usage. Your device may still transmit and receive data without this intervention.

What charges can I expect?
Answer

Your domestic rate plan does not apply when you use an international SIM. Instead international roaming charges will appear on your invoice. The usage will be broken out into the following categories:

  • Voice Minutes: Intl Roaming (including, checking voicemail)
  • Incoming text: QT Intl Rm In / Outgoing text: QT Intl Rm Out
  • Data: Intl Data (kb)

If you are renting a device for travelling, you will be charged based on your current wireless rate plan if you have your domestic Cellcom SIM in your device. If you have your international SIM in your device, you will be charged international roaming rates.

If you are renting a device, you will not be charged for the device rental unless the device is damaged, lost, or stolen. However, you are responsible for all charges applied to usage while you have a rental device.

How can I check if my device will receive service while traveling?
Answer

For general device information, please visit the device page on cellcom.com. 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.

Wireless Emergency Alerts (WEA)

Do Wireless Emergency Alerts (WEA) have other names?
Answer

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:

What are Wireless Emergency Alerts (WEA)?
Answer

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.​

What should I do when I receive a WEA message?
Answer

​​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.

Will I be charged for receiving alerts?
Answer

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

4G LTE

Will you offer any 4G LTE Broadband service for my computer?
Answer

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

Do I have 4G LTE coverage where I live?
Answer

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

Do you have 4G LTE nationwide?
Answer

​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.

Is 3G going away? 2G?
Answer

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

Messaging & Email

Sometimes I receive the same text message multiple times. Is this normal?
Answer

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.

I just ported my number in and can't receive text messages from other carriers. Why is this?
Answer

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.

When I send text messages, the other party receives a blank message. What causes this?
Answer

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.

I can't send or receive any text messages.
Answer

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.

Voicemail

When other people call me, they hear a recording instead of my voicemail.
Answer

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

How do I set up my voicemail?
Answer

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
How do I access my voicemail from a different phone?
Answer
  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.
How do I check my messages on the Cellcom Visual Voicemail App?
Answer

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.

NsightTV

How does NsightTV work?
Answer

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.

Why should I switch to NsightTV streaming?
Answer
  • 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.
How do I get the NsightTV app?
Answer

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.
Should I expect NsightTV to perform the same as my other IPTV service?
Answer

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

Roaming

My rate plan shows that my coverage includes the entire state of Wisconsin. Why is my roam indicator light on?
Answer

Your rate plan is correct; your roam indicator simply means that you are no longer on a Cellcom tower. Cellcom does not have its own towers throughout whole state of Wisconsin. Cellcom has roaming agreements in place with other carriers to use their towers in order to provide statewide and nationwide coverage for our customers.

How can I eliminate or reduce my roaming charges?
Answer

If you do not want to worry about roaming charges, you should consider our Unlimited Plus Plan. With this plan, nationwide long distance and roaming are included no matter where you are in the United States. For more information, please contact Customer Care at 800-236-0055 or visit your local Cellcom retail or authorized agent location for assistance.

What is Global Roaming?
Answer

Global roaming is when a customer travels internationally and uses an international capable handset with an international SIM.

Cellular Radio Interference

What is cellular radio interference?
Answer

​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.​

How does Cellcom locate cellular radio interference?
Answer

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

How can I identify a Cellcom RF Technician?
Answer

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.​

What happens when a Cellcom RF Technician locates cellular radio interference?
Answer

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.​