If your phone isn’t showing service yet, you may need to re-register it with the network. A quick way to do that is by turning Airplane Mode on and off: 

• Turn Airplane Mode ON. Wait about 10 seconds.
• Turn Airplane Mode OFF. Your phone should reconnect to the network.
• Still not seeing service? Try restarting your phone. If you haven’t restarted your phone in the last 24 hours, another restart may be required.
• If you are still having issues, please contact customer care via links below and they will work with you on a solution. Customer Care hours are 8am-8 pm CST weekdays, 8am-5pm CST weekends.

If you are an active customer and were impacted by the service outage, you’re getting a bill credit automatically, no need to opt in.

If you signed up for Double the Downtime by June 16, you’ll get twice the credit.

Credits are being applied to July bills, which are delivered on a rolling basis depending on your billing cycle. If you haven’t seen it yet, it’s coming!

We made sure no one paid for the service they could not use. We calculated the credit based on the value of your full service charge for the duration of the outage, fairly and consistently. We’ve resolved all service issues and we’re moving forward.

Questions? Talk to someone real right now, not a bot, we're your neighbor. Call us at 611 or 1-800-236-0055.

You should see your reimbursement on your July bill under ‘Monthly Service Charges’ as ‘May Service Adj’. If you registered by June 16, you will also see a ‘Double the Downtime’ adjustment in this section. If you don’t see it, call us at 611 or 1-800-236-0055. and our support team can help.

The Double the Downtime offer is a one-time billing adjustment made available as a gesture of goodwill to eligible customers impacted by the recent voice service disruption.

Eligibility:

• Offer is available to active customers with qualifying accounts as of the July billing cycle.
• Limit one redemption per eligible line (determined by active phone number)
• Offer must be redeemed by June 16th, 2025.
• The adjustment covers voice service billing costs only, Taxes/Fees are excluded from the discount and will still be applied on your monthly bill.  

Adjustment Details:

• The Offer provides a one-time adjustment to a future bill, equal to the value of the customer’s estimated outage period.
• Combined with the automatic base adjustment being applied to July bills, this results in total relief equal to approximately double the duration of the service outage.
• Adjustments will be applied only as bill adjustment on future invoices. They cannot be exchanged for cash, prepaid cards, account balances, device payments, or any other form of payout.

Additional Terms:

• Offer is not transferable and may not be applied retroactively.
• The Offer is not a change in policy, nor a precedent for future events or outages.
• This is a one-time make-good offered in response to extraordinary circumstances and may be modified or withdrawn at any time.
• Employee lines, agent lines and prepaid lines are not eligible for this offer.

By participating, customers agree to the above terms and acknowledge that this gesture is provided in good faith and without admission of liability.

The incident was concentrated on an area of our network separate from where we store sensitive information related to customers. While it will be some time before we have the certainty we would like, at this time, we have a high degree of confidence that information related to you (e.g., your name, your address, your financial information) was not involved in this event. If we learn otherwise, we will provide appropriate notice.

May 20 was the first time we were in a position to state what happened due to the ongoing investigation and restoration activities. We had anticipated that voice services would be down for only a short time. We had hoped to announce its restoration together with the conclusion that the outage resulted from a cyber incident, but the restoration did not happen as quickly as we would have liked. We heard our community’s concerns, and we determined the right thing to do was share what we know rather than wait for full restoration.

We wish we had more specific information. Unfortunately, these incidents are complex matters, and not all the facts are at our fingertips the moment we want answers. 

No, Cellcom will never send a text message to you asking for financial information. If you ever have any doubt that any communication you received is both from Cellcom and legitimate, we encourage you to contact us here or use other contact methods below.

The FCC is conducting a standard review of the recent Cellcom outage, offering customers the opportunity to provide input on how they were affected.

• This is a normal part of industry practice, especially when cybersecurity threats are involved.
• Our Cellcom team has been in open communication and collaboration with the FCC throughout the outage and resolution and fully support their review efforts. 

911 service is - and has always been – available. Access to emergency services is always a top priority. During any carrier outage, federal protocols automatically reroute 911 calls to other available networks. While connections may take an extra moment and depend on the performance of those networks, our systems have remained compliant.

5/20 | Cellcom/Nsight Service Update

Our team has been working nonstop to resolve a service disruption affecting voice communications. Cellcom's CEO shares a personal message with our customers and community explaining what happened, where we stand now, and what you can expect moving forward. She also offers her heartfelt thanks for your patience, your kindness, and your trust.

Was my personal information impacted?

The incident was concentrated on an area of our network separate from where we store sensitive information related to you, our Cellcom family. We have no evidence that personal information related to you, your name, your addresses, your financial information, is impacted by this event.

When will voice be back?

While we would like to provide a timeline for full restoration, we are unable to share exact milestones with complete confidence. Our team continues to build on the progress shared yesterday and our best estimate is that full service will be restored by the end of this week. 

What are we doing about it?

We are doing everything possible to accelerate this fix and fully restore voice services.

• We are conducting a full investigation into how this issue occurred and understanding the impact. While the solution is just around the corner, it will take more time to complete this step.
• Our sales and customer care teams will continue to work with you to provide solutions to the best of our abilities and in ways that extend beyond our brand to help you through.