Frequently Asked Questions (FAQ)

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Wireless FAQs

Billing and Account

Assumption of Liability

What does "Assumption of Liability" mean?

Assumption of Liability refers to the change in billing responsibility for a wireless number. There are several instances where this would occur:
1. An end user is leaving a company and wants to put the wireless number in his own name.
2. A company takes ownership of a wireless number from an end user.
3. A company transfers ownership of the number to another company.

What do I need to do to request an Assumption of Liability change?

You will need to fill out paperwork for this request. Please contact your company?s Account Liaison or call Customer Service at (800) 922-0204 for assistance.

How will I know when this process has been completed?

After you submit the request to us, you will receive a confirmation email upon completion.

Contracts

When does my contract end?

Please call Customer Service at (800) 922-0204 for assistance.

Why am I on a two year contract when I got my phone more then a year ago?

If you upgraded your plan within the last year or signed up for any special promotions, that could impact your contract date. If you need more information, please call Customer Service at (800) 922-0204.

Does my contract end date change if I change my calling plan?

Contract end dates vary based on the type of calling plan change requested. Please contact call Customer Service at (800) 922-0204 for assistance.

How do I figure out what my new early termination fee will be?

Your wireless number may be under contract based on equipment or a promotional offer. If your contract started prior to 11/16/2006 your early termination fee is $175. If your contract started on or after 11/16/2006 your early termination is $175, which will be reduced by $5 for each full month toward your minimum term that you complete; please call Customer Service at (800) 922-0204 if you need detailed information.

Data Package - General Information

What is a data package, and why do I want one?

A data package is the part of your plan that allows you to access data like email and the Internet over the Verizon Wireless network.

With all of the new content, easy access to email and Web, and the fast speeds that our 3G and 4G devices offer, you may find yourself using your device more often. A data package can help prevent usage charge surprises when your bill arrives.

Why is Verizon Wireless changing its data pricing?

We are streamlining our data packages and data plans and creating usage based options that, regardless of the device, allow you to select the package that best matches your use. Our new usage based data pricing model will offer you more options for Smartphones and updated options for basic phones, tablets and netbooks. There will be no change to existing data plans for standalone Mobile Hotspots (MiFi® or 4G Mobile Hotspot) or USB Modems.

Do the new usage based data options include packages for Smartphones or do the new options only impact laptops and other Mobile Broadband devices?

Our new usage based data options are available for the following device types:
- Basic phones
- Smartphones
- Tablets
- Netbooks
- USB modems
- Notebooks
With our new data packages, you have more options for data and you’ll be able to select the package that matches your usage patterns and budget. Refer to the Data Calculator to determine your data usage.

I don’t want to pay a lot for data. What are my data options for Smartphones?

With our new data packages, you have more options for data, and you’ll be able to select the package that matches your usage patterns and budget.

We offer three data packages to choose from, starting as low as $30 per month:

Data Packages for Smartphones

Monthly Data Allowance Monthly Access Fee Rate After Allowance

2 GB $30 $10 / 1 GB

5 GB $50

10 GB $80

Data packages may not be used to tether your Smartphone to a computer or tablet, or as a Wi-Fi® hotspot, unless you subscribe to Mobile Hotspot / Mobile Broadband.

What data plans do you have available for Mobile Broadband devices?

We offer a selection of data plans for Mobile Broadband devices, starting at $30 per month:

Data Plans for Mobile Broadband Devices
Monthly Data Allowance	Monthly Access Fee	Rate After Allowance	Tablets and Netbooks	4G USB Modems / Notebooks and Dedicated Mobile Hotspots
2 GB	$30	$10 / 1 GB	X	—
5 GB	$50		X	X
10 GB	$80		X	X

What data packages are available for basic phones?

We have four data packages to choose from starting as low as $10 per month:

Data Packages for Basic Phones

Monthly Data Allowance Monthly Access Fee Rate After Allowance

75 MB* $10 $10 / 75 MB

2 GB $30 $10 / 1 GB

5 GB $50

10 GB $80

*Not available on Smartphones.
Data packages may not be used to tether your Smartphone to a computer or tablet, or as a Wi-Fi® Mobile Hotspot, unless you subscribe to an additional Mobile Hotspot / Mobile Broadband Connect data plan.

Can I select a data package for my basic phone at a later time?

Yes, if you choose not to select a data package right away, you can still use data on a "pay as you go" basis. If you select this option, data sent and received will be billed at $1.99 per MB. This option is not available on Smartphones.

Are the new Smartphone data packages and Mobile Broadband data plans the same for 3G and 4G LTE™ devices?

Yes, our new Smartphone data packages and Mobile Broadband data plans are the same for 3G and 4G LTE devices. They are designed to provide you with consistent choices across varying device types.

What can I do with my data package?

With a data package, you can:
- Check personal or business email
- Browse the Web
- Download games, apps, ringtones and much more

Is "pay as you go" available for data usage on tablets?

"Pay as you go" for data usage is available for tablets. You can choose from prepaid pricing options starting as low as $20 monthly.

Is "pay as you go" available for data usage on Smartphones?

No, "pay as you go" for data usage is not available for Smartphones.

You used to have a $30 unlimited data package. But today for $30, I would only get 2 GB?

Over 90% of our Smartphone customers use less than 2 GB per month. So the $30 / 2 GB Data Package is usually more than enough. With Wi-Fi® functionality on most devices and our data usage monitoring tools, there shouldn’t be any surprises at the end of the month.

I thought Verizon Wireless was supposed to have the best network. Why can’t you offer unlimited data anymore?

Our network is robust. We invest more than $6.5 billion annually to keep it that way. As we plan for the future, we need to have the tools in place that allow us to continue to provide the nation’s best and most reliable wireless network. Moving to a usage based pricing model helps us safeguard the superior experience our customers enjoy.

If most customers use less than 2 GB, why don’t you offer a data package for less?

If you have a basic phone and don’t use much data, our "pay as you go" option is available. If you have a Smartphone, a 2 GB Package allows you to enjoy email, Internet, apps and more, all on the largest, most-reliable wireless network in America.

Does the change to usage based data pricing impact current Verizon Wireless customers?

Existing customers with unlimited data packages do not need to make any changes at this time. If you are an existing customer, and you are upgrading your device from a basic phone to a Smartphone or adding a new line of service, you can select from currently offered pricing.

I have the current Mobile Hotspot Data Plan. Will the new usage based data pricing affect my current plan?

While existing customers can switch to current pricing at any time, there is no requirement to change at this time, unless you are upgrading your device from a basic phone to a Smartphone or adding a new line of service.

Do you offer a new Family SharePlan® for data as part of the new usage based data pricing system?

Our new data packages and plans can be purchased on a per line basis.

I currently have a Family SharePlan® with unlimited data. If I want to add an additional line, will it have unlimited data as well?

No, for your additional line you may select from any currently offered data package.

Data Package - Features

What is included with my data package?

In addition to the monthly allowance that can be used for Web browsing and downloading games, apps and ringtones, your data package includes personal email.

If you have a basic phone and do not wish to subscribe to a data package, email is available for $5 per month.

Business email is available for an additional $15 per month on the $30 / 2 GB Data Package, and it is included with data packages of $50 and higher for a limited time.

What kind of personal email is available with my data package?

Your data package gives you access to popular Internet-based email accounts including Yahoo!® Mail, AOL® Mail, Gmail™, Windows Live® and Verizon.net.
Gmail is a trademark of Google, Inc. Use of this trademark is subject to Google Permissions.

What type of business email is available with my data package?

You have access to server-based corporate email running on Microsoft® Exchange, IBM Lotus Domino, Novell® GroupWise® and / or company intranet sites.
Business email costs an additional $15 per month on the $30 Data Package, and it is included in the $50 and $80 Data Packages for a limited time.

Do your new data packages allow me to share my Smartphone’s Internet signal with other Wi-Fi®-enabled devices?

Data packages that include Mobile Hotspot / Mobile Broadband Connect are available for your Smartphone. You can extend the capability of your Smartphone and share your data allowance, plus get an additional 2 GB of data for just $20 more per month.

Data Packages with Mobile Hotspot / Mobile Broadband Connect for Basic Phones & Smartphones
Monthly Data Allowance	Monthly Access Fee	Rate After Allowance
4 GB	$50	$10 / 1 GB
7 GB	$70
12 GB	$100

Data packages may not be used to tether your Smartphone to a computer or tablet, or as a Wi-Fi® hotspot, unless you subscribe to Mobile Hotspot / Mobile Broadband.

Data Package - Managing Your Data

How do I know how much data I will need?

We offer helpful tools to manage and monitor your data usage:
- Data Calculator - Refer to the Data Calculator to estimate how much data you will need.
- Data Usage Widget - Most of our Smartphones have a data usage widget that allows you to track your usage right on your device.
Should you find that you need more or less data than your current data package provides, you can change your package at any time.

Is there a way for me to see how much data I have used in my current bill cycle?

There are various ways to check your data usage:
- #DATA from your device - Dial #DATA (#3282) + Send from your wireless device. A text message will be sent to your device containing your data usage details.
- Android™ widget - Data usage widget that displays usage details on your Smartphone Home screen is available for Android devices with OS version 1.6 and higher. Similar widgets coming soon for BlackBerry®.
Android is a trademark of Google, Inc. Use of this trademark is subject to Google Permissions.

How do I set up the Data Usage widget on my Android™ Smartphone?

Refer to these instructions on how to set up the Data Usage widget for Android.

Where can I see the data usage charges on my Verizon Wireless bill?

You can refer to the Data Usage report to view your company’s data usage.

My Business Account
1. Make sure you are signed in to My Business Account and go to the Wireless Reports page.
2. In the Usage Reports dropdown, select Data Usage.
3. Click on the View button.
4. Select the preferences for the report and click Submit. The Data Usage report will display.
Verizon Enterprise Center
1. Make sure you are signed in to Verizon Enterprise Center and click on the Invoices tab.
2. Click on the Analysis & Reporting link.
3. In the Standard Reports section, choose Usage from the Select Category dropdown.
4. From the Select Report dropdown, choose the Data Usage Report.
5. Select an option from the View By dropdown.
6. Click on the Submit button. The Data Usage report will display.

What happens if I go over my monthly data usage limit?

Data overage charges are billed differently depending on your package.
- If you subscribe to the 75 MB / $10 Data Package for basic phones and you exceed your 75 MB allowance, you will be charged $10 for an additional 75 MB.
- If you subscribe to the 2 GB, 5 GB or 10 GB Data Package for Smartphones, tablets, netbooks and USB modems, notebooks and dedicated Mobile Hotspot, and you exceed your allowance, you will be charged $10 for an additional 1 GB.

How can I use Wi-Fi® hotspots on my Smartphone?

Wi-Fi hotspots can be used to supplement your monthly data allowance. Most Smartphones can be configured to search for open Wi-Fi hotspots and, depending on your settings, automatically connect. By activating your Smartphone’s Wi-Fi settings, you’ll still have access to the Internet, but you won’t use your monthly data allowance.

My average monthly data usage falls right in between two packages. Is it better for me to get the larger package?

If your data usage falls between two packages, it may be a better value to sign up for the larger allowance.

For example, if you have a 2 GB Package (which costs $30) and you exceed it by double, you would be paying $50 for 4 GB. We recommend changing to the 5 GB Package which costs $50. Should you find that you need more data, you can change your data package at any time.

If I sign up for the 2 GB Data Package, and I discover that I use more than 2 GB per month, is it easy to upgrade to a larger package?

If you find that you need more or less data, you can change your data package at any time.

If I reset my device and have to download all of my apps again, will I be charged for data usage?

You will be charged for data usage on applications you re-download.

If Google releases Over the Air (OTA) updates for my device, will I be charged for data usage?

Yes, you will be charged for data usage on any OTA updates you receive on your device.

Google and the Google logo are trademarks of Google, Inc.

Is there an extra charge to use Mobile Hotspot on my Smartphone?

In order to extend the capability of your Smartphone and share your data allowance with other Wi-Fi® enabled devices, you must subscribe to a data package that includes Mobile Hotspot. You’ll get an additional 2 GB of data for only $20 more per month.

Is there an extra charge to use my basic phone or Smartphone as a modem?

You can connect your Smartphone or basic phone to your computer and get online access. To do this, you must subscribe to a data package that includes Mobile Broadband Connect. You’ll get an additional 2 GB of data for only $20 more per month.

General Bill

How can I find out how much airtime a specific corporate subscriber is using?

To find airtime of a specific corporate subscriber, follow these steps:
1. Go to the "Invoices"* tab.
2. Click on the "Analysis & Reporting" link.
3. Go to the "Wireless" tab.
4. In the "Advanced Reports" tab, select "Airtime Charges Summary Report".
5. Click the "View Report" button.
*Please note that not all Verizon Enterprise Center (VEC) users will be able to access this page. Access to the page is determined by the role you were assigned in VEC. For more information, please contact your company administrator.

How can I tell how many text messages a corporate subscriber is using?

For usage from recent bill cycles, follow these steps:
1. Go to the "Invoices"* tab.
2. Click on the "Analysis & Reporting" link.
3. Go to the "Wireless" tab.
4. In the "Advanced Reports" tab, select "Data Usage Report".
5. Click the "View Report" button.
6. Scroll to the bar that says "Data Usage".
For current unbilled usage, follow these steps:
1. Go to the "Accounts & Maintenance" tab.
2. Click on the "Account Explorer" link.
3. Click on the account number that's associated with the corporate subscriber's wireless number.
  In the pop-up window, click on "View Bill". A list of all wireless numbers will appear.
4. Click on the "Wireless Number Unbilled Usage" link next to the corporate subscriber’s wireless number.
5. If the user sent or received text messages, there will be a section called "Messaging", which contains the number of unbilled sent and received text messages.
  Note: If the "Messaging" section does not appear, the employee does not have any unbilled text messages.
*Please note that not all Verizon Enterprise Center (VEC) users will be able to access this page. Access to the page is determined by the role you were assigned in VEC. For more information, please contact your company administrator.

Our company doesn't have PDA devices, so why are there data charges on the bill?

Data products are available on the majority of wireless devices (not just PDAs), and they include items like TXT Messages, PIX Messages, downloads (e.g., ringtones, wallpaper) and Kilobyte (KB) and Megabyte (MB). For more information on which data products your company uses, you can look at the Data Usage report, explained in the previous FAQ question.

We did not receive a copy of our bill this month; how can I get a new copy?

To get a new copy of your bill:
1. Go to the "Invoices"* tab.
2. Click on the "View Invoices" link.
3. Select the appropriate data from the "Billing Period" dropdown.
4. Click on the "Quick Access" dropdown for the desired account and select "View Online Invoice". The bill for that billing period will display.
*Please note that not all Verizon Enterprise Center (VEC) users will be able to access this page. Access to the page is determined by the role you were assigned in VEC. For more information, please contact your company administrator.

Can you please fax or email me a new copy of a previous bill?

The easiest way for you to get a bill copy is to download it. Please follow the steps in the FAQ above.

Local Number Portability (LNP)

What information is needed to bring my wireless number from a different carrier to Verizon Wireless?

This is called Local Number Portability. You will need the following information to complete the transfer to Verizon Wireless:
- Account number with Old Service Provider (OSP)
- Primary mobile number with Old Service Provider
- Authorized signer
- Contact number
- Billing address Information with OSP
- Password (if applicable)
Please call Customer Service at (800) 922-0204 for assistance.

How long does it take to port my number over?

Wireless to wireless ports generally should take up to 24 hours, but could take longer. Landline to wireless ports generally should take no more than 4 days, but could take longer. Please note: Actual processing time may vary depending on the complexity of the port and your old service provider.

Does it cost me anything to port my number?

Verizon Wireless does not charge a specific fee for porting numbers to or from our service. Unlike some wireless companies, we have not charged customers for the upfront costs of preparing for number portability. Important Note: If you port out from us, you will be responsible for any accrued charges, and any applicable early termination fee if you port out before the end of your minimum term.

Do I have to be on contract if I use my own equipment?

Yes, a minimum of a one-year service commitment is required on all activations.

How will I know when the port is complete?

We will send a free text message to your phone notifying you that your new service is fully activated.

Mobile to Mobile Calling

What is Mobile to Mobile Calling?

With Mobile to Mobile Calling*, you can connect with more than 80 million Verizon Wireless customers—at any time of day—without using any of your plan minutes.
* Mobile to Mobile Calling allows you to talk with any of our customers anytime from within the Nationwide Rate and Coverage Area or Wireless Prepay Plans Rate and Coverage Area, as applicable. National Mobile to Mobile Calling is not available:
1. for incoming calls if Caller ID is not present or Caller ID Block is initiated.

Wireless Number Change

How do I change a wireless number?

To change a wireless number:
1. Click on the "Accounts & Maintenance"* tab.
2. Go to the "Manage Wireless Lines & Accounts" page.
3. Next to the number you want to change, select "Change Wireless Number" from the "Action" dropdown, and click the red arrow button.
4. Select the area code and exchange for the new number (the exchange is the first three digits after the area code).
5. Follow the prompts.
*Please note that not all Verizon Enterprise Center users will be able to access this page. Access to the page is determined by the role you were assigned in Verizon Enterprise Center. For more information, please contact your company administrator.

How much does it cost to change my number?

The standard charge for a wireless number change is $15; however, this may vary based on your company’s contract.

What should we do if an end user is receiving harassing phone calls?

Change the wireless number. Follow the steps in the FAQ above.

How do I change my phone number from one state to another?

Please call Customer Service at (800) 922-0204 for assistance.

Wireless Plans

How can I change calling plans (increase the minutes available) for my corporate subscribers?

Please call Customer Service at (800) 922-0204 for assistance.

What's the best way to analyze my company’s wireless accounts to determine if we are on the correct plans for our usage patterns?

Follow these instructions:
1. Click on the "Invoices" tab.
2. Go to the "Analysis & Reporting" page.
3. Click on the "Wireless" tab to view the available wireless-related reports.
4. Select the radio button next to "Monthly Usage Report", and click on the "View Report" button.
5. You will then be able to view the report. If you wish to download the report, click the "Download" button.
*Please note that not all Verizon Enterprise Center users will be able to access this page. Access to the page is determined by the role you were assigned in Verizon Enterprise Center. For more information, please contact your company administrator.