Despite calling and texting services being recently restored, many Cellcom customers are still left frustrated regarding the reliability of emergency calling capabilities and the uncertainty behind their looming cellular bill. While Cellcom works to stabilize their systems following their cyber incident, more on the aftermath is now coming to light.

While Cellcom has been keeping customers informed on the progress of restoration and recovery on their website, and many customers have reached out to their support chat, Door County Daily News dug a little deeper to provide a clearer picture for those who utilize the service.

Door County Daily News reached out to Kimberly Sawyer, the Senior Manager of External Relations at Nsight, the parent company to Cellcom, and she released the following statement regarding the availability of emergency calling:

“911 access remains a top priority. During any carrier outage, federal protocols ensure emergency calls are rerouted to other carrier networks. Sometimes the call connection can take a moment, and success depends on the performance of the other networks. We’ve followed all protocols, and our systems remain in compliance. 911 calls have been and continue to be available to make on our devices.” 

It is possible that issues arose with emergency calling due to the rerouting of the calls to other networks, though the official cause of the problem has never been formally provided by the carrier. In addition to concerns surrounding emergency calling, customers have been left in the dark about their bill.

According to a statement provided to Door County Daily News by Kimberly Sawyer, customers will still need to wait to address their billing concerns.

“We know this has been a tough experience and we’re actively working on how we’ll make this right and we’ll share more details later this week. This will include information about an adjustment that will be reflected on a future bill.”

When asked if customers will receive a credit on their bill only for the period of service disruption or have their monthly bill waived completely due to the inconvenience behind the length of the outage, Sawyer declined to comment citing that billing adjustments are being finalized and that they will be addressed later this week.