Cellcom customers are voicing increasing frustration as a widespread service outage enters its fifth day, with many users still unable to make calls or send text messages.
Since the outage began Wednesday night, the wireless provider has been posting updates on its Facebook page. But customers say the company’s communication has lacked clarity and a concrete timeline for when full service will be restored.
In a Saturday update, Cellcom acknowledged the toll the outage has taken on its users.
“Over the past few days, we’ve heard from customers who’ve missed job interviews, important family calls, or simply felt cut off during critical moments,” the company said. “These stories are hard to hear — because we know this outage has created real, human challenges.”
The carrier said a portion of voice services has been restored, and technical teams are continuing to work “around the clock” to bring full functionality back. However, many customers remain without reliable service.
“We’ve made meaningful progress — a portion of voice services is now restored, and behind the scenes, momentum continues,” the company said. “Our teams are working to fully restore service, starting with wireless voice, then expanding to features like voice over Wi-Fi.”
A Friday update acknowledged customer frustration over the lack of a clear restoration timeline. Cellcom said several factors beyond its control are contributing to the delay.
“We know how hard it is not to have a clear timeline,” the statement read. “While we’re not ready to share final timing, we are committed to transparency. We continue to press on every front to bring services back online.”
The company has emphasized that, despite the outage, customer data remains secure and has not been compromised.
According to Cellcom, the issue was initially believed to be short-term but has proven to be more complex than expected. Teams are working with external partners to address the technical challenges.
Cellcom recommends customers use alternative methods to stay connected, such as WhatsApp, FaceTime, iMessage, and RCS messaging. Emergency calls to 911 remain operational, and data services are not affected.
The company says it will continue to provide updates as progress is made.
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