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Cellcom knows from time to time you may have questions about your service or your wireless phone. So we have gathered a list of most frequently asked questions to assist you. If you don't find the answer or information you are looking for, please send us an e-mail, contact a Cellcom Customer Service Representative by calling 1-800-236-0055 or 611 (a free call from your wireless phone) or stop by one of our Retail Stores or Agent Locations.
| 1. How do I take care of my new wireless phone? |
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Although wireless phones are more durable than ever, they are still very technical devices and cannot withstand abusive behavior. To ensure the life of your wireless phone, avoid leaving it in direct sunlight, exposing it to extreme temperatures and washing it with spray or liquids not specifically intended for electronics.
If you have a phone installed in your vehicle, unscrew your antenna before entering a carwash. Always unhook the power cable to your installed phone before attempting to jump-start your car's engine battery. |
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| 2. I have questions about my phone's features, but I lost my manual. |
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If you have a question about your phone please feel free to contact a Cellcom customer service representative by calling 1-800-236-0055 or 611. (This is a free call from your wireless phone.) You can also go directly to the manufacturer’s website and click on your phone type for the information you need. Below is a list of manufacturer websites for Cellcom phones:
* Audiovox
* Ericsson
* LGE
* Motorola
* Kyocera |
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| 3. How do I make and receive calls? |
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For specific instructions on how your particular phone works, you should read the owner's instruction manual that came with the phone. Below are a few general guidelines, you can follow:
All phones have one button that begins a call and one button that terminates a call. On some phones, this may be the same button. Depending on your phone model, you may have buttons that are labeled CALL, TALK or SEND or that depict an icon that is green or red.
Placing a Call
Dial the area code (even if it is a local call) and then the number you wish to call. Depending on your phone model, you will then press the CALL, TALK or SEND button. Remember that you will never hear a dial tone when using a wireless phone.
Answering a Call
Depending on your phone model, you will press the CALL, TALK or SEND button when your phone rings.
Ending a Call
Depending on your phone model, you will press the END button, the red icon, or press the CALL, TALK or SEND button again. |
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| 4. Can I keep track of how many minutes I am using every month with my phone? |
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You can track usage with the call timer feature on your phone. However, the feature needs to be reset each month to coincide with your bill cycle end date. For further instructions, consult the owner's instruction manual that came with the phone.
Please note: there may be a slight difference between your phone's call timer and the actual billed usage. This is because most phones record in seconds, while Cellcom bills you by the full minute. It is also possible that you used minutes while roaming, and our roaming partner had not billed us for that usage prior to your bill cycle end date. Minutes used and associated charges will be applied against your monthly plan minutes in the month the usage appears on the bill, rather than in the month the calls were actually placed. For further explanation, please contact a Cellcom customer service representative by calling 1-800-236-0055 or 611. (This is a free call from your wireless phone.) |
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| 5. Can two wireless phones have the same telephone number? |
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| Not at this time. However, we do offer a call-forwarding feature, which can automatically forward your calls to another phone number or to your voice mailbox if that line is busy. |
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| 6. What does the "D" or envelope on my phone display mean? |
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A "D" on your phone's display means that you are in digital service area. You may also see a "1X" displayed on your phone: this also indicates that you are in a digital service area. In order to access features such as your web browser or BREW, you must be in a "1X" service area. At the moment, digital service is the newest and best service a carrier can offer to their customers.
An envelope on your phone's display means that you have a voicemail message or a text message waiting for you. Your phone may display these envelopes differently, so check the owner's instruction manual that came with the phone to determine whether you have a voicemail message or a text message and get specific instructions on how to retrieve those messages. |
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| 7. What are the differences in battery types? How do I charge my battery? |
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Lithium-Ion
Lighter in weight than other batteries, lithium-ion batteries deliver the longest talk and standby times. Also, they have almost no memory effect.
Nickel Metal Hydride (NiMH)
NiMH batteries generally have 30 to 50 percent more power capacity than Nickel Cadmium. NiMH batteries can be recharged before being fully depleted after being conditioned for the first time. NiMH batteries are made of non-toxic metals and, as a result, are safer for the environment.
Nickel Cadmium (NiCd)
Most phones used to come with a traditional NiCd battery. These last about 12 months with frequent use and must be totally discharged before recharging.
Here are some do's and don'ts to help extend your battery's life:
*DO charge your new battery by leaving it plugged into a wall outlet at least 12 to 14 hours without interruption. It will usually take about five uses before the battery takes a full charge.
*DO press END before turning the power off on your phone. Ending a call by turning the power off is very hard on the battery.
*DO recharge your battery every week whether you've used your phone or not.
*DO keep your phone charged while driving by plugging it into a cigarette lighter adapter.
*DO power your phone off when placing it on the charger. This is good for the battery. In addition, when the phone is powered back on, the phone will have an updated registration.
*DON'T keep your phone on the charger all the time; it should be allowed to discharge and recharge frequently.
*DON'T discard an old battery by throwing it into the trash. Although it is small, it is very harmful to the environment. Bring your worn-out batteries to Cellcom, and we will be happy to dispose of them for you properly.
*DON'T leave your phone in the sun: direct sunlight can be very harmful to it. |
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| 8. What do I do if my phone is lost, damaged or stolen? |
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If your phone has been stolen or lost, please contact a Cellcom customer service representative by calling 1-800-236-0055 or 611. We will suspend your service, protecting both you and Cellcom from fraudulent use. You will not be responsible for any charges resulting from fraudulent use after you have reported the loss of your phone to Cellcom.
You will still be responsible for the monthly payments on your account whether your phone is in your possession or not. The terms of your contract do not change because of loss, damage or theft. |
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| 9. How do I access my voicemail? |
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| First dial *86 press the CALL, TALK or SEND key. You are also able to access your voicemail by dialing your own mobile number, with the area code first, from your wireless phone or a landline phone. When you hear your voicemail greeting, you should press the * key, and you will then be prompted to enter your password and press * again. For more information regarding voicemail, please contact a Cellcom customer service representative by calling 1-800-236-0055 or 611. (This is a free call from your wireless phone.) |
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| 10. How do I set up my voicemail? |
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To use your voicemail, you first need to set up a password for retrieving your messages and a personalized greeting.
From your wireless phone: Press *86 and then "SEND" (while in a Cellcom system), or dial your wireless phone number.
From a home or business phone: Dial your wireless number, interrupt the generic message by pressing "*".
Complete the user introduction ("Hello, and welcome to your personal mailbox...."). During this session, you will be instructed to set up your personal 4-7 digit pass code and record your outgoing message.
Changing Your Outgoing Messages or Password
From your wireless phone: Press "*86" then "SEND" (while in the Cellcom System) When you hear the prompt, enter your pass code and then press "*".
From a home/business phone: Dial your wireless number, interrupt your outgoing message by pressing "*". When you hear the prompt, enter your pass code and then press "*".
To modify press "6". Follow the prompts for outgoing message, or setup for password. The prompts vary by class of service. |
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