OUR RESPONSE INFORMATION ON COVID-19
OUR RESPONSE INFORMATION ON COVID-19
OUR RESPONSE INFORMATION ON COVID-19

Important Information About COVID-19 & Your Wireless Service


Updated May 23, 2020


The impact of COVID-19 on our customers and communities is changing rapidly, and we are monitoring developments closely. Our networks and support centers remain fully operational at this time, as we recognize the importance of your wireless service for staying connected to loved ones, vital information and emergency service providers.

Due to high call volumes, you may experience longer wait periods than usual when trying to reach our customer service team by phone or online chat. However, we are here for you and appreciate your patience as we work to field your questions and concerns during this difficult time. Representatives are available to assist you during the following hours: Monday–Friday, 5:00am to 6:00pm (PDT); Saturday and Sunday, 6:00am to 5:00pm (PDT).

Our Customers

We understand that this situation is having a financial impact on many of our customers. To that end, we are implementing the following steps until June 30, 2020:

  • We will not suspend an individual’s service due to non-payment. Payment for services are still due. However, this added grace period is intended to ensure you are not without service when you need it most.
  • All late fees will be waived for accounts that are not paid by their due date.

Yes. To ensure that our customers have the connectivity they need, we have recently upgraded our monthly plans to include an unlimited data option. This will provide 35GB of high-speed data in a billing cycle, with unlimited use at slower speeds for the remainder of the period if you exceed this amount. Customers who had been on our 25GB plan will automatically receive this 40% additional data usage. If you are currently on a lighter-use plan, you may change to this plan anytime by logging in to your account. With Consumer Cellular, there is never a fee for changing your monthly plan.

Our support centers are fully operational. You may reach a representative by calling (888) 345-5509. We have temporarily changed our hours of operation to assure that representatives are available during the times our customers most need support. You may now reach us during the following hours: Monday–Friday, 5:00am to 6:00pm (PDT); Saturday and Sunday, 6:00am to 5:00pm (PDT). As we manage through new events and take the necessary steps to assure the ongoing protection of our employees, you may experience longer wait times than usual when trying to reach us by phone. We appreciate your patience.

Yes. We have agents available for online chat. Be aware that this option may also experience longer than normal wait periods. In addition, many general inquiries regarding billing, plans, and even troubleshooting most devices can be answered using our Frequently Asked Questions page or by viewing our step-by-step “How To” videos.

Yes. You can access your account online at any time by going here. You can pay your bill, check your usage, or even change your Talk or Connect plans using this method.

Yes. Our thoughts are with all who are struggling during this time of such widespread need, and we’re committed to doing our part to help. In April, Consumer Cellular donated $500,000—$250,000 each to the American Red Cross and Meals on Wheels—so that these organizations can continue to deliver vital services to the many who rely on them now more than ever.

Our Service

Yes. Our network partners are fully operational at this time, and have teams working 24/7 to guarantee continued performance, even under times of heavier traffic.

Yes. To ensure that our customers have the connectivity they need, we have recently upgraded our monthly plans to include an unlimited data option. This will provide 35GB of high-speed data in a billing cycle, with unlimited use at slower speeds for the remainder of the period if you exceed this amount. Customers who had been on our 25GB plan will automatically receive this 40% additional data usage. If you are currently on a lighter-use plan, you may change to this plan anytime by logging in to your account. With Consumer Cellular, there is never a fee for changing your monthly plan.

Our Employees

Many of our customers are among those most at risk from the impact of COVID-19. We recognize that it is vitally important to assure that they continue to have access to their wireless service.

We are making it a top priority to protect the health and safety of our employees. Our facilities are 100% U.S. based. Nearly half of our contact center representatives have been temporarily transitioned to working remotely, creating abundant space in our service centers to maintain appropriate social distancing for those whose critical functions require them to still be on site. We are also diligently following the latest guidelines from federal, state, and local health authorities for hand washing, office cleaning, and all other measures for safeguarding our employees against contracting or spreading illness.

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