Answers to FAQs

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Phones

General Information

1. What phones are available with VZW service?
2. Can I use an existing phone with Verizon Wireless service?
3. What is a dual-mode phone?
4. What is a tri-mode phone? and what is its advantages?
5. What is the "1x" display that shows on my phone screen?
6. How do I remove Verizon Wireless from the display on my phone?
7. Where can I find a owner's manual for my phone?

Lost or Stolen Phones

1. What do I do if my wireless phone is lost or stolen?
2. If my phone is missing for several days before I notice it is missing, how will I be able to show that the person using is was not authorized to do so?
3. If I am not aware that the phone is missing, for how many days before I notify you will I be able to receive a credit?
4. How long would it take for Verizon Wireless to complete the investigation and resolve the issue?

Updating Phone (Using *228)

1. How do I update my phone to stay on the Verizon Wireless network and/or digital service whenever possible?

Equipment Upgrade

1. How do I upgrade my equipment?

GPS (Global Positioning System)

1. What is GPS? How does it work?

Phone Activation

1. How do I change my wireless phone number?
2. How do I activate my phone?
3. Does Verizon Wireless offer extension phones?
4. What is New Every Two®?
5. How can I transfer my phone book to another phone?
6. Can I block an incoming number?

General Information

1. What phones are available with VZW service?
   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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2. Can I use an existing phone with Verizon Wireless service?
   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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3. What is a dual-mode phone?
   A phone that is capable of utilizing the Verizon Wireless analog system or the CDMA digital system.
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4. What is a tri-mode phone? and what is its advantages?
   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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5. What is the "1x" display that shows on my phone screen?
   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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6. How do I remove Verizon Wireless from the display on my phone?
   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 IN 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. IN 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. IN Calling, and other features and services will not be available.
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7. Where can I find a owner's manual for my phone?
   Visit our website's Support: Phone Guides page to view and download your phone's owner's guide.
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Lost or Stolen Phones

1. What do I do if my wireless phone is lost or stolen?
   If your wireless phone is lost or stolen, it is very important that you notify us immediately for your own protection, so that we can suspend your service to prevent further usage. 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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2. If my phone is missing for several days before I notice it is missing, how will I be able to show that the person using is was not authorized to do so?
   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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3. If I am not aware that the phone is missing, for how many days before I notify you will I be able to receive a credit?
   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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4. How long would it take for Verizon Wireless to complete the investigation and resolve the issue?
   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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Updating Phone (Using *228)

1. How do I update my phone to stay on the Verizon Wireless network and/or digital service whenever possible?
   Please view the PRL (Preferred Roaming List) section for details.
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Equipment Upgrade

1. How do I upgrade my equipment?

   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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GPS (Global Positioning System)

1. What is GPS? How does it work?
   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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Phone Activation

1. How do I change my wireless phone number?
   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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2. How do I activate my phone?

   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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3. Does Verizon Wireless offer extension phones?
   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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4. What is New Every Two®?
   Get a free phone every two years. You are automatically enrolled when you sign up for and maintain two years of service on a digital plan of $34.99 or higher. At the end of two years, renew your service for another two years and you will qualify for a free phone up to $50 or $100 depending on the monthly access of your plan. Or you can apply your New Every Two credit toward the purchase of a more expensive phone. Either way, you'll be sure to have the latest in wireless technology. Additional Family SharePlan® lines are not eligible to participate in the program.
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5. How can I transfer my phone book to another phone?
   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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6. Can I block an incoming number?
   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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