Troubleshooting FAQs

  1. 1) My wireless phone won't turn on.

    Press and hold the POWER button
    Check the battery
    Try recharging the battery
    If you're using a vehicle cigarette lighter adapter, check the cable connection

  2. 2) I can't make or receive calls.

    Make sure the phone is on
    Make sure the LOCK indicator light is off. (The lock function is for your protection and prevents unauthorized use of your phone by not operating unless the phone is "unlocked.")
    Make sure you pushed the SEND button
    See if the NO SERVICE indicator is lit
    Check the battery strength indicator

  3. 3) I am unable to use a particular calling feature.

    The feature may not be programmed into your phone or may not be available in your area. Call our customer service representatives at 611 from your wireless phone or at 1-888-944-9400 to investigate further.

  4. 4) My phone is locked. How do I unlock it?

    To prevent unauthorized use of your wireless phone, you have the ability to lock and unlock your phone. When your phone is locked, your calls can still be received, but no one can dial out, other than to call 911.

    Most wireless phones have an indicator light that notifies you when your phone is locked, and a 3- or 4-digit unlock code that was given to you when you purchased the phone. If the indicator light appears on your phone, just enter the unlock code. If the locked indicator remains on, contact us or refer to your owner manual for specific instructions.

  5. 5) My speaker phone doesn't work (available on select phone models).

    Make sure the connection to the external speaker is in place
    Check the volume control
    Make sure the handset is properly set in the cradle

  6. 6) I get a fast busy signal when I try to make my call.

    Retry your call
    If dialing an international call, make sure you dialed 011 and the correct country code
    If the problem persists, contact our customer service team at 1-888-944-9400

  7. 7) I hear a lot of static while using my phone indoors.

    Call quality may vary in different buildings because of variations in their construction and architecture. Try moving closer to a window to improve your reception.

  8. 8) My phone's ROAM indicator is lit. Why?

    This probably means that you are outside your home service area. To place a call while roaming outside your home service area, dial the 10-digit or 1 + 10-digit number. Please note that your calls are subject to roaming and toll charges, depending on your specific calling plan.

  9. 9) I am unable to dial a long-distance call.

    Some systems require you to charge the long-distance call on a phone company's calling card. Dial 0 to provide the operator with the long-distance carrier of your choice.

  10. 10) I am traveling outside my home service area and am having difficulty making a call. What can I do?

    Your wireless phone should be able to access wireless service where available (in the United States, parts of Mexico and Canada, and regions of the Caribbean).*

    If you do encounter trouble, you can contact U.S. Cellular's Roamer Support department. We are available 24 hours a day and can assist you with any problems you may have while roaming outside your home service area. Representatives may be reached at 1-888-944-9400 or dial 611 from your handset.

    * Roaming charges will apply for calls placed or received outside your home service area, depending on your calling plan.  Roaming is not available for all pre-paid customers. Check your Terms and Conditions.

  11. 11) My phone was lost or stolen. What should I do?

    If your phone is lost or stolen, immediately call 1-888-944-9400 to suspend service, so we can quickly protect your account from fraudulent use. If the phone has been stolen, then call your local police and obtain a police report number. Please be aware that customers are responsible for any charges incurred on the phone until the theft or loss is reported to U.S. Cellular.

    If you have device insurance from U.S. Cellular, call 1-800-480-0167 to file a claim. Provide the agent with the police report number so they can start processing your claim.

    A couple of tips to help prevent theft:
    Use your phone's security lock option to prevent unauthorized use of your phone. Until the unlock code is entered into the phone, a "locked" phone will not operate
    Protect sensitive documents containing your account information, wireless telephone number and your phone's Electronic Serial Number (ESN)

  12. 12) When I try to make a call, an operator comes on the line requesting a credit card number. Why?

    A credit card number is sometimes required by carriers operating in other markets. The operator will place the call for you and charge your credit card. Please ask the operator for charges associated with the call. Another option is to try to switch bands on your phone. For assistance, refer to your phone's user manual or call 611 from your wireless phone.