Cellcom outage: Why are customers’ phone and text services down?

A few customers in northeast Wisconsin are experiencing issues Cellcom outage. That affects voice calls and SMS messaging. A lot of local news outlets and the company confirm this.

Traditional communication methods are mostly affected, but critical services like 911 and mobile data (e.g., WhatsApp, iMessage, and RCS) remain operational. It’s unclear when Cellcom will restore service, but the team is actively working on it.

Below, we outline actionable steps for affected customers. Here are real-time Cellcom outage tracking tools, as well as cell phone deals, store locations, and account management tips.

What is Cellcom outage?

Cellcom outages, first reported May 15, 2025, stemmed from an unspecified technical failure within Cellcom’s voice and SMS infrastructure.
Customers attempting to make standard phone calls or send text messages via traditional SMS may encounter errors or failed connections.

However, the company confirmed that data-dependent services, such as streaming and browsing, are unaffected. It’s important for users who rely on internet-based communication tools during emergencies.
For those needing emergency services, Cellcom reiterated that 911 calls are routed through redundant systems and remain accessible despite the outage.

It might take a while for traditional services to return in affected areas.

Monitor the Cellcom outages: Cellcom’s Real-Time Map

Customers can take a look at Cellcom’s interactive outage map that aggregates user-reported issues across its service areas.

The tool displays color-coded alerts for problem areas, so you can tell if the outage is minor or widespread. You can zoom in on specific regions – such as Green Bay, Appleton, or Oshkosh – to see how they are affected. With it, you can keep track of restoration progress in real time.

Other regions on the map also show sporadic outages, suggesting isolated infrastructure problems. You can report your own outage experiences on the map to improve accuracy.

Customer Support at Cellcom

There are multiple support channels available to affected users:

• Phone Support: Call 611 from a Cellcom device or 800-236-0055 (toll-free) or 920-339-4000 (local).
• Live Chat: Start a chat session through the Cellcom website or mobile app during business hours (8 AM–8 PM weekdays, 8 AM–5 PM weekends).
• In-Person Visits: Cellcom operates 15+ retail locations in Wisconsin, including Green Bay, Appleton, and Wausau. The stores offer device troubleshooting, plan upgrades, and outage updates.

It won’t fix network-level issues if you restart devices and remove SIM cards. Keep an eye on official Cellcom channels and alternative communication methods.

Manage Your Account: My Cellcom Login and Features

The myCellcom app and online portal are fully functional during the outage, so customers can pay bills, upgrade plans, and troubleshoot. To log in:

1. Open the my Cellcom app or visit the website.
2. Enter your wireless number and password.
3. Enable “Save Password” for future access.

If login issues arise, use the “Forgot Password” tool or contact support for assistance. There are also outage-specific alerts and workarounds, like turning on Wi-Fi calling (if it’s available on your device).

Visit Cellcom Retail Locations

For Cellcom outages hands-on help, customers can visit nearby Cellcom stores. Notable locations include:

• Green Bay (Holmgren Way): Open weekdays 9 AM–6 PM, weekends 9 AM–5 PM.
• Appleton (Richmond St): Weekday hours 9 AM–7 PM, with weekend availability.
• Wausau (Rib Mountain Dr): The facility is open on weekdays until 7 PM.

Get loaner devices (subject to availability), alternative communication setups, or billing clarification during an outage.

Discover Cellcom’s products and promotions

Despite the ongoing outage, Cellcom continues to offer competitive deals on smartphones and plans.

• Free Watch Promotion: Add your smartphone and watch line to a 36-month Flex Agreement to receive a free smartwatch.
• Unlimited Lite Plan: $34.99/month for the first three months, including 5G access.
• Trade-In Program: Reduce the cost of new devices like the Samsung Galaxy S25 Ultra ($1,299.99) or Apple iPhone 16 Pro ($999.99) by exchanging eligible old devices.

There are still prepaid options, such as the $19.99 TCL 50 LE, available to budget-conscious consumers.

How to stay connected during an outage?

While Cellcom restores full service, customers can:

1. Use Data-Based Apps: WhatsApp, RCS, and iMessage use internet connectivity to communicate instead of SMS/voice.
2. Enable Wi-Fi Calling: Your device must support this feature for it to work.
3. Monitor Official Channels: Follow Cellcom’s website and social media for real-time updates.

Read Also: How to Claim Your Lopez Voice Assistant Settlement Before Apple’s Siri-Closing Date?

Conclusion

Cellcom outages show traditional telecom’s fragility, but highlight internet alternatives’ resilience. The outage map, customer support, and alternative communication tools help users minimize disruption.
Moreover, Cellcom’s unlimited plans provide long-term value after an outage. Check cellcom.com or the myCellcom app for updates.