Wireless Support

To view the current wireless phones that are available for use on the Verizon Wireless network, please visit our Phones page.

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We can activate your existing phone provided it is compatible with our CDMA (Code Division Multiple Access) digital network.

Although a wireless phone may be compatible with our network, we cannot guarantee the equipment's performance nor can we honor the manufacturer's warranty on wireless phones not purchased through Verizon Wireless or its authorized agents.

If you are not sure if your handset is compatible, please call our Verizon Wireless Sales Department at (800) 2-JOIN-IN (256-4646), or visit one of our Verizon Wireless stores.

If your handset is not compatible with our network, discounts are available on new equipment at the point of sale with a new activation.

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A phone that is capable of utilizing the Verizon Wireless analog system or the CDMA digital system.

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A phone that is capable of utilizing all three of the Verizon Wireless systems, analog, CDMA digital or PCS digital. The advantage of tri-mode wireless phones is their capability to work on Digital, PCS (Personal Communication Service), and analog networks. These handsets automatically connect you to the best service option in any given location to ensure the best possible connection given the respective local network coverage. These wireless handsets offer the advantage of being compatible with all of the calling plans we offer and secure the highest degree of network connectivity available.

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The "1X" indicator signifies that you are accessing our National Enhanced Services Area, which supports such advanced digital features as Push to Talk, Mobile Web by VZW with MSN, Picture Messaging, and NationalAccess wireless Internet. You are not charged extra for accessing the National Enhanced Services Area; however, the features described above must be purchased and special equipment may be required.

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Verizon Wireless has chosen not to allow the elimination of "Verizon Wireless" from your handset's banner to ensure accurate billing in all service areas. Alteration of the banner would create an inaccurate indication of whether or not the handset is accessing the Verizon Wireless or extended home rate network, or if it is roaming off the extended network. Every time you complete an over-the-air (OTA) software update to keep your programming current, the banner will automatically return to the network required settings.

Please see the following descriptions of the valid banner displays and what they indicate:

• When your wireless phone's roaming indicator is off and/or the banner display reads "Verizon Wireless," home airtime rates apply. Digital features and services, including Mobile to Mobile Calling, are available when this display is present.
• When the roaming indicator is flashing and/or the banner display reads "Extended Network," home airtime rates still apply. Mobile to Mobile Calling, and some other features and services may not be available.
• When the roaming indicator is solid and/or the banner display reads "Roaming," roaming rates apply. Mobile to Mobile Calling, and other features and services will not be available.

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Visit our website's Support: Phone Guides page to view and download your phone's owner's guide.

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If your device is lost, stolen or accidentally damaged (including liquid and physical damage), and you are enrolled in the Asurion Wireless Phone Protection program or Total Equipment Coverage, file your insurance claim directly with Asurion.

1. First - If your equipment is lost or stolen, sign in to My Verizon online, and choose the 'Suspend/Resume Service' link under Quick Links on the overview page.  You will then be guided through the steps to either Suspend or Resume your service.  [You can also dial *611 or (800) 922-0204 (from any phone) and complete this task via our Interactive Voice Response (IVR)].
2. Next - contact Asurion to file your insurance claim.
   • Asurion Website
   • Asurion Customer Service: (888) 881-2622.

If your bill shows charges to your phone after the loss but before you reported it, and you want a credit for those charges, we will investigate your account activity. You do not have to pay the charges you dispute while they are being investigated to determine whether the charges resulted from usage by someone not authorized to use the phone. Further, if we haven’t given you a courtesy suspension of recurring monthly fees within the prior year, we’ll give you one for 30 days, or until you replace or recover your wireless phone, whichever comes first. You may need to provide further information regarding the theft or loss if we ask for it.

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We will take all facts and circumstances into consideration. In addition, we will review your account, and compare the usage during the time that the phone was missing to the time when the phone was in your possession. If the phone was used to make calls to, and receive calls from, entirely different telephone numbers, this may indicate to us that the phone was being used by someone not authorized to do so. We will consider all relevant information, including any documentation you may be able to provide demonstrating that the phone was not in your possession at the time of the calls, in making our decision.

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The length of time during which you may receive a credit will vary depending on the circumstances, including why you were unable to determine that your phone was missing. You should notify us as soon as you know that your phone is lost or stolen.

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We will undertake to resolve any dispute regarding unauthorized charges within 30 days. You are not required to pay the disputed amount while our investigation is pending.

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Please view the PRL (Preferred Roaming List) section for details.

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You can upgrade your wireless phone online through My Verizon.

1. Sign In to My Verizon. Not registered? Register for My Verizon
2. Select the Account Maintenance tab.
3. Click the Upgrade Phone tab.
4. Choose the mobile telephone number to upgrade.
5. Select the new handset.
6. Choose accessories (if applicable).
7. Preview the order.
8. Checkout (enter shipping and payment information).

Please note: Pricing may vary based on the date you last received a discount on new equipment. To see if you are eligible for the New Every Two discount, sign in to My Verizon and click on the My Phone tab to view the New Every Two meter.

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The GPS (Global Positioning System) locator chip, which is present in all wireless phones we currently sell, except the BlackBerry 6750, is used solely for tracking purposes by Emergency 911 Services and does not function like a typical GPS device.

Verizon Wireless cannot guarantee that you will be systematically located after dialing 911 from your wireless phone. In many places, Public Safety still relies on the caller's descriptions to locate those in need. Enhancements to the Public Safety 911 system will make it possible for Public Safety to read your callback number and to estimate your location. However, given the many variables with wireless radio service, no design will be perfect. There are three different phases that the FCC requires for this service. We have listed them below for your convenience:

 

• First: The FCC requires wireless carriers to provide Enhanced 911 call identification capability when requested by each of the approximately 6,000 state/local PSAPs nationwide.
• Second: The FCC's Phase I Enhanced 911 rules require wireless carriers to automatically provide PSAP (Public Safety Answering Points) with the telephone number of the 911 caller and the location of the cell site used to originate the 911 call.
• Third: Phase II Enhanced 911 rules requires wireless carriers to automatically provide the telephone number of the 911 caller and far more precise location information, within 50 to 100 meters in most cases.

The first two steps have been implemented, however the third step (Phase II) is still in progress. Please note: The deployment of Phase II E911 capability is complicated because it requires improvements to the capabilities of a number of parties -- vendors, wireless carriers, landline carriers and PSAPs -- to succeed. Also, the customer must have a Verizon Wireless GPS handset. Each party has to be absolutely certain that they are capable of supporting the required service enhancement when necessary.

Verizon Wireless has devoted significant resources to upgrading its nationwide network to be able to provide Phase II E911 service when requested by Public Safety. Until such time when the PSAPs upgrade their systems, calls made from E911-capable handsets to 911 call centers that are not yet equipped, will still go through as usual. However, the 911 call centers will not be able to read and use the GPS-generated location information and may still need to rely on the caller to identify the location of the emergency.

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To process a wireless number change, we need to speak with you directly. This will give us the ability to assist in programming the wireless equipment with your new wireless telephone number. Please call our Customer Service Department at 1.800.922.0204 from a land-based phone to process your request and have your wireless phone charged and available when calling.

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Your phone may be activated online through My Verizon.

1. Sign In to My Verizon. Not registered? Register for My Verizon.
2. Select Account Maintenance from the top menu bar.
3. Click Activate Phone.
4. Follow the online directions to activate new equipment or existing equipment.

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We have thoroughly weighed the costs against the benefits of offering this feature. We have made the decision not to offer the capability to use two wireless phones with one wireless phone number. The current wireless system we use identifies the wireless phone's Mobile Equipment Identifier (MEID) and matches the MEID with the wireless phone number. This process is integral to our system as it helps protect against wireless phone misuse and fraud.

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Sign up for a two-year plan of at least $34.99 per month and qualify for a free phone, up to $30 or $50 depending on your plan, with a two-year renewal. Or choose to apply your New Every Two credit toward the purchase of a more expensive phone. You can also transfer your New Every Two credit to another line on your account.

You are eligible redeem your New Every Two benefit after fulfilling 20 months of your two year term.  Your discount is applied to the 2 year discounted retail price of a new device.

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We provide the service of transferring phonebook information from one handset to another. Please visit a Verizon Wireless store to have this information transferred. A fee may apply for this service.

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Neither Verizon Wireless nor any other wireless provider is able to block specific numbers from your wireless phone; however, we are able to block all incoming calls. We strongly recommend that you utilize your Caller ID feature to screen your incoming calls. This way, you will be able to ignore unknown callers at your discretion. If the unwanted calls persist, we encourage you to change your wireless number.

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