Cellcom, a major mobile service provider, has announced that a widespread outage affecting voice calls and text messaging may take longer to resolve than initially anticipated. The outage began Wednesday night and persisted through Thursday, impacting customers across the service area. In an update released around 6:30 p.m. Thursday, Cellcom acknowledged the problem’s complexity and warned users of a “longer recovery” than expected.
In its statement, Cellcom explained that its technical teams and external partners are working continuously to address the issue, which has primarily disrupted voice and SMS services. While internet-based functions like data usage, mobile internet, landline connections, iMessage, and RCS messaging remain mostly unaffected, users are currently unable to port numbers.
“We want to be upfront with you — what we hoped would be a short-term issue is now looking like a longer recovery,” the company said, apologizing for the inconvenience. Customers have been urged to use alternative communication methods such as WhatsApp, FaceTime, or RCS and iMessage platforms to stay connected in the interim.
Frustrated Customers Voice Concerns Over Inaccessibility
The outage has left many Cellcom users struggling to complete basic tasks, prompting frustration and even consideration of switching service providers. David Williams, a Green Bay resident and a long-time Cellcom customer, described the disruption as “really frustrating.” A student at Northeast Wisconsin Technical College (NWTC), Williams relies on cell service to receive verification messages for school logins, which are now inaccessible due to the outage.
“It’s an authorization process, so you try to log in and then you need to verify, and the verify is through a text message, and the only other option is a phone call, and neither one of those services work right now,” Williams said, adding that this has affected his ability to register for fall semester classes.
Other customers, like Lisa Palmer, expressed concern over the financial impact. Palmer, who works as a delivery driver for Instacart and DoorDash, said the service disruption severely limited her ability to complete deliveries. “Definitely curtailed my income today,” she noted. “I have a quota to meet to support my family and pay medical bills.”
Company Vows Continued Efforts as Outage Persists
Cellcom emphasized that restoring voice service remains its highest priority and pledged to keep customers informed. While the outage has disrupted day-to-day life for many, the company reassured the public that 911 emergency services remain fully functional and available.
“We know how disruptive this is — and how unacceptable it feels,” Cellcom’s statement read. “You rely on us, and we’re not meeting that standard right now. We’re truly sorry.”
The company also encouraged customers to visit its support channels for updates, ask questions, and access resources to help navigate the service interruption. Despite mounting frustration, Cellcom thanked its users for their patience and ongoing feedback, promising not to stop until the issue is fully resolved.
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