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Wireless FAQs

Equipment

Embedded PC Cards

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What is an embedded wireless PC card?
  • An embedded modem integrates a wireless PC card into a laptop, resulting in a pre-packaged mobile solution with wireless internet access.
How do I activate my embedded wireless PC card?
  • Activate the card according to the laptop manufacturer’s instructions. If you have any further questions, contact the manufacturer’s customer service department.
Where can I purchase a laptop with an embedded wireless PC card?
  • Laptops with embedded wireless PC cards and the embedded modules cannot be purchased through Verizon Wireless stores. Contact any of the companies listed in the table below to find a dealer near you.

    The following table indicates which manufacturers are currently embedding Mobile Broadband modems into their laptops, and which models are currently available.

    Manufacturer

    Series

    Model Number

    Features

     Panasonic® Semi-Rugged Mobile Notebook Series Toughbook® - 74
    • Core Duo Processor
    • Outdoor Reliable LCD
    • High Performance
    • Enterprise
    Rugged Mobile Notebook Series Toughbook - 18
    • Pentium M processor
    • Convertible to Tablet PC
    • Enterprise
    Toughbook - 29
    • Pentium M processor
    Dell® LatitudeTM notebooks - Business Class Leader D620
    • Core Duo processor
    • Enterprise
    D820
    • Core Duo Processor
    • Enterprise
    • Business Graphic Performance
    D420
    • Core solo
    • Enterprise
    • Ultra light
    PrecisionTM Mobile Workstations - Demanding Performance Precision M65
    • Core Duo processor
    • High performance
    • Work-station graphics
    InspironTM Notebooks - home and Small Office XPS M1210
    • Core Duo processor
    • Consumer
    • Multi-media solution
    Lenovo® R Series ThinkPad® R60
    • Core Duo Processor
    • Enterprise
    T Series ThinkPad T60
    • Core Duo Processor
    • Enterprise
    X Series ThinkPad X60
    • Core Duo processor
    • Enterprise
    • Ultra light
    Z Series ThinkPad Z61t
    • Core Duo processor
    ThinkPad Z61m
    • Core Duo processor
    Hewlett-Packard® "Go Versatile" Business Notebooks NC6140
    • Enhanced Mobile Office
    NC6320
    • Core Duo processor
    • Enterprise
    NC6400
    • Core Duo processor
    • Enterprise
    Toshiba® Protege® M400-S4032 TabletPC
    • Core Duo processor
    • TabletPC

Equipment Activation

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Can I change the equipment on an account to a device our company already owns?
  • We can activate your company’s existing equipment provided it is compatible with, and approved for use on, 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.
How do I activate my company’s new equipment?
  • You can either refer to the collateral included with the equipment to activate it using our automated phone system, or you may do it online through Verizon Enterprise Center.
    1. Click on the "Accounts & Maintenance"* tab.
    2. Go to the "Manage Wireless Lines & Accounts" page.
    3. Next to the desired user, select "Activate Equipment" from the "Action" dropdown, and click the red arrow button.
    4. 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.
Can I change the equipment being used with a particular phone number because the user needs a different type of device?
  • Follow the below given steps:
    1. Click on the "Accounts & Maintenance"* tab.
    2. Go to the "Manage Wireless Lines & Accounts" page.
    3. Next to the desired user, select "Activate Equipment" from the "Action" dropdown, and click the red arrow button.

      Note: if you do not see this link, your company does not order equipment through Verizon Enterprise Center. Please contact your Sales Support Team for information on how to upgrade your phone.
    4. Follow the prompts.
    5. You will then be able to shop for new equipment.

    *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.

Equipment Returns

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What is the return policy?
  • We offer business customers a 30-day risk-free return period to use our products and services. If for any reason you decide you want to return the equipment, you will only be liable for the usage you made of the service up to the date you cancel.
How will I know when you receive my returned equipment?
  • Your tracking number. This will show you whether your equipment has been received by our warehouse or is on a delivery truck. If you do not have a tracking number, please call Customer Service at (800) 922-0204 for assistance.
When will my refund appear?
  • Your refund will appear on your next statement unless we received the equipment on or after the bill cycle end date, in which case the refund will appear on the following statement.

iPad and MiFi Promotional Bundle - General Information

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Note: Your company’s Customer Agreement with Verizon Wireless might restrict you from purchasing certain devices. The devices your company has approved for purchase will display when you are adding a line or upgrading the devices. Restricted devices will not appear among the devices available for you to purchase.

Where can I purchase the iPad and MiFi promotional bundle?
  • You can purchase the iPad and MiFi promotional bundle only through Verizon Wireless retail stores, telesales, verizonwireless.com, My Business Account, Verizon Enterprise Center and through business-to-business Sales Representatives.
Can I go to an Apple Retail Store or Apple Online Store to purchase and activate the iPad and MiFi promotional bundle?
  • No, the iPad and MiFi promotional bundle will be offered exclusively through Verizon Wireless retail stores, telesales, verizonwireless.com, My Business Account, Verizon Enterprise Center and through business-to-business Sales Representatives.
What are the mobile broadband plans that will be offered for use with the iPad and MiFi promotional bundle?
  • $20 for 1GB ($20 / 1GB overage)
  • $35 for 3GB ($10 / 1GB overage)
  • $50 for 5GB ($10 / 1GB overage)
  • $80 for 10GB ($10 / 1GB overage)

  • Note: Month-to-month activations are not eligible for access fee discounts.
Will customers have to sign a service agreement to purchase the iPad and MiFi promotional bundle?
  • Customers will need to sign a service agreement for the 3G Plans with the MiFi device, but the plans will be available on a month-to-month basis without any termination fee.
Is Verizon Wireless only selling the Wi-Fi version of the iPad?
  • Yes, iPad with Wi-Fi comes in three models:
  • 16GB iPad with Wi-Fi is $499
  • 32GB iPad with Wi-Fi is $599
  • 64GB iPad with Wi-Fi is $699

  • However, Verizon Wireless will also be offering a promotional bundle which includes an iPad and a MiFi 2200. This will allow customers to quickly and easily connect their iPad using America's largest and most reliable 3G network. The Mifi 2200 also allows users to share their Verizon Wireless Mobile Broadband connection with up to five Wi-Fi-enabled devices.
If a customer already has a MiFi 2200 and would like to purchase an iPad and take advantage of the promotional bundle pricing, can they?
  • No, customers will only be eligible for the new bundle mobile broadband plans when purchasing the iPad and MiFi promotional bundle. However, they could still purchase a Wi-Fi only version of the iPad and use it with their existing MiFi and service agreement.
How does the MiFi 2200 work with the iPad?
  • The MiFi 2200 Intelligent Mobile Hotspot lets you create a personal, portable Wi-Fi hotspot capable of sharing Verizon Wireless Mobile Broadband 3G high-speed Internet connectivity with up to five Wi-Fi-enabled devices such as an iPad, notebooks, netbooks, cameras, gaming devices or portable media/MP3 players. Customers activate Verizon's MiFi 2200 and sync it with any PC or Mac. Once activated, it can transmit a Wi-Fi signal to an iPad.

    Business customers: Please note that corporate accessory discounts will not apply to Apple-branded accessories.
Once I activate my MiFi 2200 do I need to always have my PC or Mac with me?
  • Once activated on a PC or Mac, you can turn on MiFi to transmit a Wi-Fi signal without accessing your PC or Mac again.
Will customers be able to purchase an iPad from Verizon Wireless as a standalone product without MiFi and if so, what is the cost?
  • Yes, customers will be able to purchase standalone iPads from Verizon without Verizon Wireless’ MiFi Intelligent Mobile Hotspot. Go to VerizonWireless.com/iPad for all pricing options.
Does the iPad and MiFi promotional bundle support 4G?
  • No. The promotional bundle allows customers to quickly and easily connect their iPad using America’s largest and most reliable 3G network.
Can I transfer apps that were previously purchased via iTunes or another iPad to my new iPad?
  • Yes. During the iPad set up process, you will be required to sync to your iTunes account, which will transfer all compatible applications to the new iPad.

iPad and MiFi Promotional Bundle - Support

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Note: Your company’s Customer Agreement with Verizon Wireless might restrict you from purchasing certain devices. The devices your company has approved for purchase will display when you are adding a line or upgrading the devices. Restricted devices will not appear among the devices available for you to purchase.

Where can I find a user manual for the iPad?
What are the technical specifications of the iPad?
Where can I find more information about iPad support?

iPad® 2

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Note: Your company’s Customer Agreement with Verizon Wireless might restrict you from purchasing certain devices. The devices your company has approved for purchase will display when you are adding a line or upgrading the devices. Restricted devices will not appear among the devices available for you to purchase.

What data plans are available for iPad 2?
  • The following data service options are available for iPad 2:

    Monthly Access Fee Allowance
    $20 1 GB
    $35 3 GB
    $50 5 GB
    $80 10 GB

    These options are available as prepaid month-to-month (with a credit card), or as a monthly data plan (on your Verizon Wireless bill).

    Note: You can activate prepaid month-to-month plans (with a credit card) directly from iPad 2 with the activation feature in the Settings menu. You can activate a monthly data plan online through your online account management portal (e.g., My Verizon, or for business customers, My Business Account or Verizon Enterprise Center). You may also activate a monthly data plan by contacting our Telesales Department at (800) 256-4646 or visiting a retail store.
Is there an activation fee for iPad 2?
  • There are no activation fees for the prepaid month-to-month service options payable with a credit card.

    Standard activation fees apply for all monthly, 1-year and 2-year contract data plans. (Subject to change during promotions).
Can I transfer applications that I purchased via iTunes® or another iPad to my new iPad 2?
  • Yes, during the iPad 2 setup process, you must sync to your iTunes account, which will transfer all compatible apps to your new iPad 2.
What are the key new features of iPad 2?
  • iPad 2 is thinner, lighter, and faster than the original iPad. It also features two cameras for video calling and HD video recording. For more details visit VerizonWireless.com/iPad2.
I currently have a prepaid data plan for my iPad 2. How can I switch to a monthly data plan that will be billed to my account?
  • Before selecting a monthly data plan, you must first delete your prepaid account by following these steps on your device:
    1. Go to Settings.
    2. Select Cellular Data.
    3. Select View Account.
    4. Select Enter Customer Information.
    5. Select Add or Change Data Plan.
    6. Select Cancel Plan.
    7. Select Delete Account Now.

    Once you’ve deleted your prepaid account, call our Telesales Department at (800) 256-4646 to activate a new monthly data plan.
How do I check my data usage for iPad 2 if I am on a monthly data plan?
  • To check your data usage, log in to your online account management portal (e.g., My Verizon, or for business customers, My Business Account or Verizon Enterprise Center). We’ll also send an alert to your email address when you’re approaching your monthly allowance limit.
Is the monthly data plan for my iPad 2 subject to an early termination fee if I want to cancel?
  • No, if you’ve selected a postpay month-to-month plan the early termination fee does not apply.

    * Apple, the Apple logo, and iPad are trademarks of Apple Inc., registered in the U.S. and other countries.

iPhone® 4 - New & Existing Customer Eligibility

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Note: Your company’s Customer Agreement with Verizon Wireless might restrict you from purchasing certain devices. The devices your company has approved for purchase will display when you are adding a line or upgrading the devices. Restricted devices will not appear among the devices available for you to purchase.

Can I transfer my service from my current wireless service provider to Verizon Wireless?
  • Yes, if your number is portable, you can bring your existing number from your current wireless or landline service provider to Verizon Wireless. To check if you're eligible to port, or to check the status of a current port request, go to the "Keep Your Number" page.
Should I cancel my existing service before porting?
  • No. Your number must remain active. Canceling your service prior to porting will prevent you from keeping your number. Please note, you may be responsible to your old service provider for any contractual requirements and applicable charges, including an early termination fee, on your old account.
How long will it take to port my number?
  • Wireless to wireless ports generally should take no more than three hours to one day, but could take longer. Landline to wireless ports generally should take no more than four days, but could take longer. Please note, processing time may vary depending on the complexity of the port, existing volumes between carriers and your old service provider.
How will I know when the port in to Verizon Wireless is complete?
  • Verizon Wireless will send a free text message to your phone notifying you that your new service is fully activated.
Do I need to sign up for a 2-year agreement when purchasing iPhone 4®?
  • When purchasing iPhone 4 at the 2-year promotional price, a new agreement is required. However, you will also have the option to purchase iPhone 4 at full retail price, which will not require you to sign a long-term agreement. Note: Activation on a month-to-month agreement is required when purchasing iPhone 4 at full retail price.
Will existing customers be able to redeem their New Every Two credit?
  • Yes, existing customers will be able to take advantage of their New Every Two credit if eligible, and use it towards the purchase of iPhone 4 (may not be available at all agent locations).
If I’m an existing Verizon Wireless customer and not currently eligible for an upgrade, will Verizon Wireless offer any special programs to allow upgrades to iPhone at a reduced price?
  • If you are not eligible to upgrade, you cannot upgrade at promotional pricing but you can pay full retail price and upgrade your device. In addition, you may be able to take advantage of the Verizon Wireless Trade-In Program, which allows you to get the value of your used device. Using the trade-in website, you can determine in a few simple steps whether your used device has value and, if so, you can send the device in to receive a Verizon Wireless Gift Card. You can access the program via the Trade-In Program website.
If I’m an existing Verizon Wireless customer and I’m eligible for an annual upgrade, will I have to pay the standard $20 early upgrade fee to purchase iPhone 4?
  • No, if you are currently eligible for an annual upgrade, the standard $20 early upgrade fee will be waived for customers purchasing iPhone 4 until the end of March.
I just purchased a new smartphone during the holiday season, but if I knew that iPhone 4 was going to be available soon I would have waited. What are my options now?
  • Current Verizon Wireless customers who purchased and activated new smartphones, basic phones or certified pre-owned devices between 11/26/2010, and 01/10/2011, are eligible to receive up to a $200 Visa debit card when they purchase iPhone 4 at full retail price by 02/28/2011 and return their existing device. Note: This offer is only available on consumer accounts with five lines or less, who are purchasing iPhone 4 through Verizon Wireless retail stores, telesales, or through verizonwireless.com.

iPhone® 4 - Pricing

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Are there minimum service and data pricing requirements when purchasing iPhone 4?
  • Yes, to purchase an iPhone, you will need a current Nationwide plan with a data package of $30 or higher.

iPhone® 4 - Purchase

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I currently have an iPhone 4 with AT&T. Can I keep my existing version of iPhone 4?
  • No, you will need an iPhone 4 that works on the Verizon Wireless network. You may consider taking advantage of the Verizon Wireless Trade-In Program, which allows you to get the value of your used device. Using the Trade-In Program website, you can determine in a few simple steps whether your used device has value and, if so, you can send the device in to receive a Verizon Wireless Gift Card. You can access the program via the Trade-In Program website.
Can I upgrade to an iPhone 4 even though I am not eligible to upgrade?
  • If you are not eligible to upgrade, you cannot upgrade at promotional pricing today, but you can pay full retail price and upgrade your phone if you would like to.
How much will iPhone 4 cost?
  • iPhone 4 will be available from Verizon Wireless for $199.99 for the 16GB model, and $299.99 for the 32GB model, with a new 2-year agreement. iPhone 4 will also be available for purchase from Verizon Wireless at full retail price - $649.99 for the 16GB model, and $749.99 for the 32GB model. Note: Activation on a month-to-month agreement is required when purchasing iPhone 4 at full retail price.
When can I purchase iPhone 4?
  • iPhone 4 will be available for pre-order to Verizon Wireless customers only, on a first come, first served basis via VerizonWireless.com, on February 3rd 2011 at 3:01am EST. New and existing customers can purchase in select channels on February 10th 2011.
I am an existing customer and I’d like to go into a store to pre-order iPhone 4, will I be able to place my order in store?
  • No, iPhone 4 will only be available for pre-order online for both consumer and business customers.
If I pre-order iPhone 4, when will I receive it?
  • iPhone 4 orders will arrive on or before February 10, 2011.
Can I go to an Apple Store to purchase and activate iPhone?
  • Yes, beginning on February 10, you can visit an Apple Retail Store to purchase and activate iPhone 4. However, prior to visiting, please make sure to check your upgrade eligibility if you are an existing Verizon Wireless customer.
Where is the closest store where I can purchase iPhone 4?
Do you anticipate high demand for iPhone 4?
  • Yes, iPhone 4 is expected to be in high demand. In the event that iPhone 4 is not available in stores after February 10, you can place your order in store and have the phone shipped directly to your billing address. Shipments will take place on a first come, first served basis. No billing will take place until shipments are made.
If I’ve already ordered, how do I check the status of my order?
  • You can check your order status a couple ways:
  • Visit www.verizonwireless.com/iphone and click on the "Check Order Status" button.
  • Call (800) 922-0204 and pick the "Order Status option. You will be asked to enter your Order Reference Number listed in the confirmation email.
  • Business customers who order through My Business Account or Verizon Enterprise Center, you may check your order status through these online services.

iPhone® 4 - Content Transfer

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If I’m an existing Verizon Wireless customer, how do I transfer my contacts to iPhone 4?
  • In order to transfer contacts, download and run Backup Assistant on your existing phone before receiving your new iPhone 4. Refer to the Backup Assistant website for more details, and for step-by-step instructions on how to transfer your contacts from your existing phone to iPhone 4.

    If you already keep your contacts on your Mac® or PC, you can use iTunes to sync them to your new iPhone 4. iTunes syncs contacts with applications such as Mac OS® X Address Book, Yahoo!® Address Book, and Google Contacts on a Mac, or with Yahoo! Address Book, Google Contacts, Windows® Address Book (Outlook Express), Windows Contacts (Vista® and Windows 7), or Microsoft® Outlook® 2003, 2007, or 2010 on a PC. iPhone 4 can also sync your contacts over the air using MobileMe or Microsoft Exchange. If your current device cannot sync contacts with any of these options, you may need to re-enter your contacts on your new iPhone 4 manually.
Will my existing voice mail transfer over when I activate my iPhone 4?
  • No, all existing voice mail messages will be lost when transferring over to iPhone 4. Refer to the "iPhone 4-Saving Your Existing Voice Mail" page for more details, and for step-by-step instructions on how to save your existing voice mail.
Can I save my voice mail message on my current device before switching to iPhone 4?

iPhone® 4 and iTunes

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Will iPhone 4 work on Verizon Wireless' 3G or 4G LTE network?
  • iPhone 4 will run on Verizon Wireless’ 3G network – the largest and most reliable 3G network in the country.
Do I need iTunes to set up my iPhone 4?
  • Yes, you need to use iTunes 10.1 or later to set up your iPhone 4 for the first time. Connect your iPhone 4 to your computer and iTunes syncs whatever you want to take with you. It’s easy to control exactly what to sync, and you can clearly see how much space you have left to fill. With the iTunes Store on your iPhone, you can download music, movies, TV shows, apps, games, and more, from wherever you are within the Verizon Wireless coverage area. When you’re back at your computer, connect your device. iTunes syncs what you bought on the road to your Mac® or PC. If you'd like to make purchases from the iTunes Store or App Store, you can create a new Apple® ID or specify an existing one during set up. Business customers, you may need to contact your wireless administrator for additional information on installing iTunes.
If I already have an iTunes account, can I use it with my new iPhone 4 on Verizon Wireless?
  • Yes, during set up, you can specify your existing Apple ID.
Will I be able to sync content and iOS apps that I already have in iTunes to my new iPhone 4?
  • Yes, you will be able to sync content and iOS apps that you already have in iTunes to your new iPhone 4.
Will I be able to purchase iPhone 4 apps via the App Store?
  • You can search for, browse, review, purchase, and download iOS apps from the App Store directly to iPhone 4. Apps that you download and install from the App Store on iPhone 4 are backed up to your iTunes library the next time you sync iPhone 4 with your computer. When you sync iPhone 4, you can also install apps you’ve purchased or downloaded from the iTunes Store on your computer.
What happens to any existing apps that I have purchased on my Verizon Wireless device after I switch to iPhone 4?
  • Although many of the same apps may be available on iPhone 4, those apps already purchased on your existing device will not be transferred to your iPhone 4.
Will Verizon Wireless carry accessories for iPhone 4?
  • Yes
If I have an iPhone 4 on another wireless carrier and switch to an iPhone 4 on Verizon Wireless, will all of my accessories be compatible?
  • Most accessories should work, however you may find that cases and covers could be different depending on the product manufacturer.
Will AppleCare be available for purchase from Verizon Wireless?
  • Yes, AppleCare will be available for purchase from Verizon Wireless except for all Florida addresses, including direct fulfillment ship to Florida addresses.
Can I use my iPhone 4 while traveling abroad?
  • Yes, you can use iPhone 4 for voice and text in over 40 countries with data service in over 20 countries. For service availability and rate information, refer to the International Roaming Rates and Coverage page. When travelling outside of these 40 destinations, the Global Travel program is the perfect short-term solution for the occasional or infrequent global traveler who needs to stay in touch when travelling internationally.
Can I use Wi-Fi on my iPhone 4 while traveling abroad to obtain data connection?
  • Yes, a Wi-Fi connection, over the device, can provide access to a data connection for access to email, browser, FaceTime® and more. Data transmitted over a Wi-Fi connection does not count against your Verizon Wireless data allowance.
Is iPhone 4 HAC (hearing aid compatible) rated?
  • Yes, iPhone 4 is HAC rated M4 / T4.

iPhone® 4 - Visual Voicemail

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How much does Visual Voicemail cost on iPhone 4?
  • Visual Voicemail is included in your Verizon Wireless data plan.
Can I permanently save important messages to my device?
  • No, neither iPhone 4 nor iTunes allows for the permanent saving of voicemail messages. However, all Verizon Wireless Voice Mail customers, including iPhone 4 users, can visit http://cbwproductions.com/ to permanently archive messages.
Can I retrieve my messages without my iPhone 4?
  • Yes, to do this:
    1. Dial your mobile number from another location.
    2. Press the "# (pound)" button.
    3. Enter your password.
Can I receive Visual Voicemail messages when roaming (domestic and/or international)?
  • Yes, you can receive Visual Voicemail messages as long as you are in a Verizon Wireless data coverage area.
Does the iPhone 4 Visual Voicemail product support Group Distribution and the Compose/Reply/Forward voice mail feature?
  • No, these features are not supported within the iPhone 4 voicemail system.
Is iPhone 4 Visual Voicemail compatible with Qwest voice messaging service or Premium Voice Mail?
  • No, iPhone 4 Visual Voicemail cannot be combined with other voicemail products offered by Verizon Wireless, including Qwest Voice Messaging Link and Premium Voice Mail.

iPhone® 4 - Support

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Where can I find support information including the User's Guide for iPhone 4?
Who do I call for support or general questions?
  • Verizon Wireless customers with general support questions can contact Customer Service by dialing *611 from your wireless device, or (800) 922-0204 from a landline, Monday-Sunday, 6 a.m.-11 p.m.
How will Verizon Wireless continue to maintain the largest and most reliable 3G network in America with the launch of iPhone 4?
  • Verizon Wireless has invested more than $60 billion since it was formed – $5.7 billion on average every year – to increase the coverage and capacity of its premier nationwide network and to add new services.

    Learn more about Verizon Wireless’ 3G network.

iPhone® 4 - Returns & Exchanges

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Can I exchange a device that I recently purchased for iPhone 4?
  • Yes, we will gladly accept returns or make exchanges on all wireless devices and accessories purchased from Verizon Wireless within 14 days of purchase. To make an exchange, return the merchandise (including device, charger, battery, instructions, and any other components) in the ORIGINAL box. All merchandise must be in like-new condition and accompanied by the original receipt. Shipping charges may apply to exchange merchandise sent to you by Verizon Wireless. A restocking fee of $35 ($70 for netbooks and tablets) applies to any return or exchange of a wireless device (excluding Hawaii).
I am an existing customer that upgraded my device between 11/26/10 and 1/10/11. I would like to exchange my upgrade for an iPhone but my return/exchange deadline is prior to the iPhone launch. What can I do?
  • You would need to return the device that you purchased in accordance with our standard return policies and reactivate your original device. A restocking fee of $35 ($70 for netbooks and tablets) would apply. You will then be eligible to upgrade to the iPhone when it becomes available for purchase.

iPhone® 4 - Special Upgrade Offer

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Am I eligible to participate in the Special Upgrade Offer for Business and Government Accounts?
  • To be eligible for the Special Upgrade Offer you must be a current Verizon Wireless customer on either a business account with 5 or more lines of service with a National/Major Account Agreement or a government account.

    Additionally, you must have purchased and activated a new Verizon Wireless smartphone, feature phone or certified pre-owned phone between November 26, 2010 and January 10, 2011.
How do I participate in the program?
  • To participate follow the below steps:
    1. Purchase or place a confirmed order for a new iPhone® 4 at full retail price ($649.99 for 16GB model, $749.99 for 32GB model) by February 28, 2011 from any Verizon Wireless direct sales channel or your business sales representative.
    2. After you receive and activate your iPhone 4, visit www.verizonwireless.com/bizpromoexchange and follow the step by step instructions to submit your information online.
    3. Customers with valid submissions will be sent a prepaid mailer. Return your eligible phone in this prepaid mailer within 45 days of activation of your iPhone 4.

    Customers with valid returns will receive an Equipment Incentive Credit to their Verizon Wireless business or government account - $200 credit for smartphones, or $75 credit for feature phones and all certified pre-owned phones. Please allow 2 billing cycles for the credit to be applied.
What if the dates of the Special Upgrade Offer do not match the date of purchase on my receipt?
  • Purchases that do not meet the criteria above do not qualify for this promotion.
How do I submit for the Special Upgrade Offer?
Can I submit my information over the phone?
  • For the Special Upgrade Offer, your information must be submitted online at www.verizonwireless.com/bizpromoexchange. Through your online submission, we will confirm that the phone you wish to return qualifies for this promotion.
The Special Upgrade Offer has expired. If I submit online, will I still receive an Equipment Incentive Credit?
  • To be eligible for this promotion, you must submit your information online and return your phone within 45 days of activation of your iPhone® 4. Customers who do not submit their information and return their phone within that time period will not be eligible for this promotion.
How long will it take to process my online submission?
  • You will receive a confirmation email within 24 hours of your online submission.
  • You will receive a status update by email within approximately one week of making your online submission, as soon as we have verified your eligibility.
  • If your submission qualifies for this promotion, we’ll ship you a prepaid mailer within one week.
  • You will receive a status update by email when your return phone has been received.
  • Please allow 3 weeks for processing of your returned phone. If your phone is eligible, we’ll apply an Equipment Incentive Credit to your Verizon Wireless business or government account within 2 billing cycles.

  • If the timeframes above have passed or you have additional questions, please contact the Verizon Wireless Special Offer Center at 1-855-417–4260.
How do I check the status of my online submission?
My status is invalid. What does this mean?
  • If your submission is invalid, it means that all of the requirements of the offer were not met. Please check your submitted information for accuracy. If it requires correction, call 1-855-417-4260.
What are the Terms and Conditions for the Special Upgrade Offer?
  • Offer available to existing Verizon Wireless customers on either a business account with 5 or more lines of service with a National/Major Account Agreement or a government account.

    To be eligible you must have purchased and activated a new Verizon Wireless smartphone, feature phone or certified pre-owned phone between November 26, 2010 and January 10, 2011. Additionally, you must have purchased or placed a confirmed order for iPhone® 4 at full retail price by February 28, 2011 through any Verizon Wireless direct sales channel or business sales representative, and have activated with the same telephone number as the phone to be returned. If you return or exchange your iPhone 4, you will no longer be eligible. Eligible customers will receive an Equipment Incentive Credit applied to their Verizon Wireless business or government account - $200 credit for smartphones, or a $75 credit for feature phones and certified pre-owned phones.

    After you receive and activate your iPhone 4, complete an online submission at www.verizonwireless.com/bizpromoexchange. You must complete one online submission for each phone you wish to return. A prepaid mailer will be provided for each phone once your online submission is received and qualified. Phone must be returned in the prepaid mailer (one phone per mailer) within 45 days of activation of your iPhone 4. Phone must be received exhibiting only normal-use wear and tear. Once you return your phone, it cannot be returned to you. Before returning any phone that has data in its memory, please transfer all data you wish to retain to another file source. Once the phone is returned, your data cannot be recovered.

    You will receive a confirmation email within 24 hours of your online submission. You will receive a status update by email within approximately one week of your submission, as soon as we have verified your eligibility. If your submission qualifies for this promotion, we’ll ship you a prepaid mailer within one week.

    You will receive a status update by email when your returned phone has been received. Please allow 3 weeks for processing of your returned phone. If your phone is eligible, the Equipment Incentive Credit will be applied to your Verizon Wireless business account within 2 billing cycles.

    Verizon Wireless reserves the right to review and approve all offers and modify or withdraw this promotion at any time for any reason. Offer valid only in the United States for Verizon Wireless customers only.
Who can I contact for more information on my submission?
I didn’t receive an envelope to ship my device. What should I do?
  • Please track the status of your submission at www.verizonwireless.com/bizpromoexchange. If it has been more than 10 days since your prepaid mailer has shipped, contact the Verizon Wireless Special Offer Center to request a new mailer.
Where can I find my submission tracking number?
  • Your submission tracking number is located on the email confirmation provided after you completed your online submission.
Can I get my returned phone back?
  • No, phones cannot be returned.
How do I ship the phone to you?
  • Please use the envelope we send you to ship your return phone. The postage has been prepaid so there will be no cost to you. Just insert your phone and drop the envelope at any UPS location. Please visit www.ups.com to find a UPS location or schedule a pick up.

    Note: You are not required to send the battery with your phone. If you choose to send the battery, please keep it in the phone or wrap it in a separate bag before placing it in the provided envelope.
How do I clear personal information and data from my returned phone?
  • Most phones allow you to erase all of your personal data and reset the phone to its factory settings. Refer to your owner’s manual or the manufacturer’s website for instructions.

Lost or Stolen Equipment

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What can we do about a terminated employee who is unwilling to return his company-owned equipment?
  • You can request that the service be suspended when equipment is lost or stolen; this will prevent the person from being able to use the equipment. Please call Customer Service at (800) 922-0204 for assistance.
My phone was stolen last night, how can I turn the service off temporarily and get a replacement?
  • Please call Customer Service at (800) 922-0204 for assistance to suspend the line and review your replacement options.
I found the phone I reported as stolen. How do I have the service re-connected?
  • Please call Customer Service at (800) 922-0204 for assistance.
The display on my handset is no longer working; how can I get this fixed or replaced?
  • Please call Customer Service at (800) 922-0204 for assistance with troubleshooting.

Network Extender for Business - General Information

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What is the Verizon Wireless Network Extender for Business?
  • The Network Extender for Business enhances indoor wireless coverage to provide more reliable service. It is compatible with all Verizon Wireless mobile devices and works like a miniature tower. The Network Extender for Business is easy to install and plugs into your existing Internet connection to communicate with the Verizon Wireless network.

    Note: The Network Extender for Business is not a router and therefore is not Wi-Fi® capable.
Where can I buy the Network Extender for Business?
  • In order to purchase the Network Extender for Business you must be a current Verizon Wireless customer. You can purchase the Network Extender for Business by following these steps:
    1. Sign in to your business portal

      Note: If you are already signed in to your business portal you can skip to step 2.
    2. If you a My Business customer or Verizon Enterprise Center customer click on Purchase Accessories under the Orders tab at the top of the page.

    Alternatively, you can order the Network Extender for Business by calling (800) 256-4646.
Where can I use the Network Extender for Business?
  • The Network Extender for Business will operate anywhere within the Verizon Wireless Enhanced Services Coverage Area. It can’t be used in the Extended Enhanced Services Coverage Area or outside of the US. Refer to the Verizon Wireless coverage maps for details.
What type of Internet connection do I need for the Network Extender for Business?
  • The Network Extender for Business will work with connections that provide a minimum broadband speed of 3.5 Mbps. The Network Extender for Business is not supported for use with satellite Internet or wireless broadband service, such as our Mobile Broadband service.
Can I connect my landline phone to the Network Extender for Business?
  • No, the Network Extender for Business is designed to work with Verizon Wireless mobile devices.
Do I have to pay additional fees to use the Network Extender for Business?
  • No, there are no additional costs to use the Network Extender for Business. You can simply purchase the unit and enjoy the benefit of enhanced in-building coverage. All rates and policies associated with your current plan will apply when connected to the Network Extender for Business.
I currently have the Network Extender. Can I upgrade my current device to the Network Extender for Business?
  • No, Network Extender devices and Network Extender for Business devices are separate products that can’t be used interchangeably. The Network Extender can’t be upgraded to be used as a Network Extender for Business.

Network Extender for Business - Setup

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How do I know that the Network Extender for Business setup and installation is complete?
  • You can confirm that the Network Extender for Business setup is complete in either of the following ways:
  • Verify that the various Network Extender for Business components are functioning properly by checking that the four LED lights on the front of the device are a steady blue (the WAN light may be either steady or blinking):
    PWR Power
    SYS System
    GPS GPS Signal*
    WAN WAN (Ethernet) Connection

    *It may take up to one hour to acquire a GPS signal and get a steady blue light. Turning off the Network Extender for Business will restart the GPS signal process and may prolong the setup. If the Network Extender for Business does not acquire a GPS signal after one hour, please call Customer Service at (800) 922-0204.

  • Dial #48 on your mobile device and listen for this announcement: "You are on the Network Extender for Business." This announcement verifies that the Network Extender for Business is functioning properly and that you are registered on it.

Do I need to apply any settings to my mobile device in order to connect to the Network Extender for Business?
  • No, the Network Extender for Business is compatible with all Verizon Wireless mobile devices. You do not need to change any settings on your mobile device.
Why does the Network Extender for Business need to be placed near a window?
  • Placing the Network Extender for Business close to a window will assist in acquiring a GPS signal. If the Network Extender for Business cannot be placed near a window or has trouble receiving a GPS signal, refer to the user manual (PDF*) for instructions on installing the external GPS antenna cable.

    *To view the PDF file, you may need to download the free Adobe Acrobat Reader.
Why does the Network Extender for Business require GPS service?
  • The Network Extender for Business uses GPS service to obtain time and the device location information. Location information is used to support Emergency (E911) service.
Is the external GPS antenna cable required for the Network Extender for Business?
  • No, the external GPS antenna cable is provided in the event that you are unable to acquire a GPS signal with the embedded GPS card.
How do I install the external GPS antenna cable for the Network Extender for Business?
Does GPS provide any additional services for the Network Extender for Business?
  • No, GPS is used strictly for Emergency 911 services. It does not do any of the following:
  • Provide location-based services like VZ Navigator® or Family Locator
  • Track where you are within your home
Can I move the Network Extender for Business within my location after it has acquired a GPS signal and setup is complete?
  • Yes, the Network Extender for Business can be moved within your location. However, the GPS signal LED must remain steady blue.
Can I cluster the Network Extender with the Network Extender for Business?
  • No, Network Extender devices and Network Extender for Business devices are not compatible with each other. A cluster can only include Network Extender for Business devices.

Network Extender for Business - Management and Security

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Can I manage and secure access to the Network Extender for Business?
  • Yes, you can set the Network Extender for Business for Open Access or Managed Access.
  • Open Access allows any Verizon Wireless device within range to use the Network Extender for Business.
  • Managed Access allows you to prioritize access to the Network Extender for Business for up to 50 Verizon Wireless callers you select. Where a compatible tower is unavailable, callers that do not appear on your Managed Access list may access the Network Extender for Business when not in use by priority callers. All callers may access the Network Extender for Business for emergency (E911) calls.

  • To create and set up a Managed Access list, follow the instructions below based on the type of account you have:
  • For My Verizon or Employee liable accounts – Sign in to My Verizon to create a list online.
  • For My Business Account or Verizon Enterprise Center accounts – Call Customer Service at (800) 922-0204 with a list of up to 50 Verizon Wireless callers to include on the Managed Access list.
Does the Network Extender for Business require a computer?
  • No, the Network Extender for Business requires a broadband Internet connection, but it does not require a computer in order to provide wireless coverage.
Do specific ports need to be enabled on my router or firewall for the Network Extender for Business to work?
  • The Network Extender for Business uses standard ports to make its connection through the Internet. It should not require any special port configuration. In those rare instances in which the Network Extender for Business is unable to connect to the Verizon Wireless network, you may need to open ports 50, 500, 4500, 53 and 52428.

    Contact your Network Administrator or the manufacturer of your switch, router and/or firewall for detailed instructions on how to open ports on your equipment.
Will users of the Network Extender for Business be able to intercept or listen into each other’s conversations?
  • No, all calls using the Network Extender for Business are private and secure for all callers (even those not on the Managed Access list). Callers using the Network Extender for Business benefit from the same security and privacy as all other users of the Verizon Wireless network.

Using Network Extender for Business

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How do I connect to the Network Extender for Business network?
  • In order to establish an initial connection and register with the network, your Verizon Wireless device must first be within 45 feet* of the Network Extender for Business.

    Once you have connected to the network, you can move within a broader coverage area (60 feet from the Network Extender for Business or up to a 7,500 square foot area). You simply make and receive calls as usual, as long as you stay within the Network Extender for Business coverage area.

    *The coverage area required to establish an initial connection and the broader coverage area of the Network Extender for Business cannot be guaranteed and may vary due to environmental factors, such as physical structures and the strength of external tower coverage.
How do I know if I am connected to the Network Extender for Business network?
  • You can verify that you are connected to the Network Extender for Business network by either of the following two ways:
  • Dial #48 and press Send to receive an audio announcement
  • Listen for a short double tone on your device whenever making or receiving a call.
Will my device disconnect when I move from the Network Extender for Business coverage area to an outside area?
  • No, your call will continue uninterrupted when you move outside of the Network Extender for Business coverage area (provided sufficient signal strength from your nearest compatible tower exists at your location).
Will a call placed outside of the coverage area transfer to the Network Extender for Business network?
  • No, calls initiated outside of the Network Extender for Business coverage area are not transferred when entering the range of the Network Extender for Business network. You will need to end the current call in order to connect to the Network Extender for Business.
Will my mobile device pick up the Network Extender for Business network or the Verizon Wireless network based on signal strength?
  • Yes, your device will automatically connect to the network with the best signal.

    If you are registered with the Network Extender for Business and are within the Network Extender for Business coverage area when you initiate or receive a call, your device will use the Network Extender for Business network.

    Note: If you move beyond the Network Extender for Business coverage area, your call will seamlessly transfer to the Verizon Wireless network, provided sufficient signal strength from your nearest compatible tower exists at your location.

    If you are registered with the Verizon Wireless network when you initiate or receive a call, your device will use the Verizon Wireless network.
Will the Network Extender for Business affect the number of bars that appear on my mobile device?
  • Yes, once your device has registered with the Network Extender for Business, you will notice the number of bars for the 1X icon and EV icon may increase.
Can I take the Network Extender for Business with me when I travel?
  • Yes, the Network Extender for Business will operate anywhere we offer wireless service, provided that there is a compatible broadband Internet connection. Refer to the Verizon Wireless coverage maps for details.
Can I make international calls with the Network Extender for Business?
  • Yes, you can place and receive international calls while connected to the Network Extender for Business. However, the same policies and rates that apply to international calls on the Verizon Wireless network also apply to the Network Extender for Business.
How will using the Network Extender for Business affect my device’s battery?
  • When connected to the Network Extender for Business, you may experience less drain on your device’s battery.
What happens to the Network Extender for Business if I lose my connection to the Internet?
  • The Network Extender for Business requires an active broadband Internet connection. You will not be able to utilize the Network Extender for Business functionality until your Internet connection is restored. When your Internet connection is restored, the Network Extender for Business will reestablish its connection.
Will using the Network Extender for Business affect my broadband performance?
  • The impact on broadband performance varies depending on the Internet service provider and the broadband speed. The Network Extender for Business utilizes approximately 40 Kbps of upload and download capacity per call. EVDO data can use more bandwidth than a voice call and has the potential for greater impact on the network performance.
Will my call quality be impacted if I am uploading or downloading large files while using the Network Extender for Business?
  • Call quality can be affected when your broadband connection is being used simultaneously by bandwidth intensive applications (e.g., emailing large attachments). Factors such as the type and speed of your broadband connection will influence the impact to call quality.
Can I use Directory Assistance (411 Search) with the Network Extender for Business?
  • Yes, 411 Search is available when calling inside the Network Extender for Business coverage area. Calls are billed at standard 411 Search rates.
Can I use more than one Network Extender for Business in the same location?
  • Yes, the Network Extender for Business enables customers to expand their coverage capacity by deploying more than one device to a location. For more information, refer to the guidelines provided in the user manual (PDF*).

    *To view the PDF file, you may need to download the free Adobe Acrobat Reader.

Network Extender for Business - Troubleshooting

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I’m receiving an "All Circuits Busy" message when I try to make a call using the Network Extender for Business. What does this mean?
  • The "All Circuits Busy" message means that all six available channels on the Network Extender for Business are in use. We recommend that you set up your Managed Access list to provide priority access to your company users.
The Network Extender for Business is taking a long time to provide connectivity. Why?
  • The Network Extender for Business can take up to 60 minutes to become operational. If GPS signals are weak and the unit is not positioned optimally, GPS acquisition may take longer.
I can’t find a window for the GPS antenna cable of the Network Extender for Business. What should I do?
  • A window for the GPS antenna cable is required. Please refer to the External GPS Antenna section on page 20 of the user manual (PDF*).
    If you are having difficulty accessing a window, you may need to use the extended GPS cable or order the 20 ft cable. Additional GPS cables can be purchased through your business representative or by calling Customer Service at (800) 922-0204.

    *To view the PDF file, you may need to download the free Adobe Acrobat Reader.
I assigned the Network Extender for Business IP address incorrectly, and now I can’t reach my device. What should I do?
  • For steps on how to recover the device, please refer to the Reset Tool section on page 18 of the user manual (PDF*).

    Note: The default IP address of the device is 192.168.1.10 when a DHCP address is not assigned or the device has been misconfigured.

    *To view the PDF file, you may need to download the free Adobe Acrobat Reader.
Calls I make using the Network Extender for Business sound choppy. What should I do?
  • Please make sure that your Internet connection supports at least 3.5 Mbps. Less than 3.5 Mbps will impact your call quality and data speed.

    To verify your Internet connection capabilities, please contact your IT administrator.

Network Extender for Business Web Server - General Information

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What is the Network Extender for Business Web Server?
  • The Network Extender for Business Web Server is a management interface embedded into the Network Extender for Business device. The Web Server allows you to manage the settings of each of your devices, including the following:
  • Validate the grouping of devices together for a broader range of service
  • Manage or modify your Network Extender for Business IP address.
How do I bring up the Network Extender for Business Web Server?
  • There are two ways to access the Network Extender for Business Web Server:
  • Connect your laptop to the same network as the Network Extender for Business.
  • If the default IP address has been assigned, you can directly connect your laptop to the Network Extender for Business. To do that, select your Web browser’s address bar and enter https:// followed by the assigned IP address.

  • Note: Be sure to use "https" and not "http".
What are the browser requirements for the Network Extender for Business Web Server?
  • The Web Server has been verified to work with the following browsers:
  • Internet Explorer® 6
  • Internet Explorer 7
  • Internet Explorer 8
  • Firefox®
  • Safari®
  • Google Chrome™
While using the Network Extender for Business Web Server I received a "There is a problem with the website’s security certificate" screen. Should I be concerned?
  • No, the Web Server currently uses an unsigned certificate. Signed certificates are being looked at for a future release.
What is the default username and password for the Network Extender for Business Web Server?
  • The default username and password is as follows:
  • Username: administrator
  • Password: enterpriseFemt0

  • Note: The login information is case-sensitive, and the last character in the password is the number zero.
What if I forget my username and password for the Network Extender for Business Web Server?
  • You can use the Reset Tool to reset the username and password back to the factory defaults.

    Note: This will also reset the IP configuration (DHCP) back to the factory default.
Where do I get more information about the fields within the Network Extender for Business Web Server?
Why does the Network Extender for Business continually reboot after I power it on?
  • The Network Extender for Business is designed to self recover from error conditions.

    The following situations will cause the Network Extender for Business to automatically reboot during power-up:
  • Unable to get an IP address or is assigned the default IP address
  • Unable to get a response from the DNS Server
  • Unable to establish a VPN Tunnel with the Verizon Wireless network
  • Unable to talk to the internal Verizon Wireless servers via the VPN Tunnel

  • This reboot functionality is put in place to ensure that the device is functioning properly.
What is clustering with regards to the Network Extender for Business, and how can it help my business?
  • Clustering enables expansion of coverage by deploying more than one Network Extender for Business at the same location. For proper setup information, follow the guidelines presented in the Clustering Setup section on page 9 of the user manual (PDF*).

    *To view the PDF file, you may need to download the free Adobe Acrobat Reader.
Is there a maximum number of Network Extender for Business units that should be included in a cluster?
  • We recommend clustering no more than three units for the optimal coverage experience.
Can I assign any static IP address to the Network Extender for Business?
  • Any IP address can be assigned, with the exceptions shown below. If you assign an IP address within any of the following IP Subnets, you could experience issues with the Network Extender for Business. It is best to avoid these IP Subnets:
  • 10.208.110.96/27
  • 10.208.110.96/27
  • 10.210.157.208/28
  • 10.211.28.208/28
  • 10.211.157.208/28
  • 69.78.69.0/24

  • If you are unsure about how to assign an IP address, please contact your IT administrator.
What is throttling, and what are the advantages of using throttling with the Network Extender for Business?
  • Throttling allows you to adjust your network’s data speed for users that are not on your Managed Access list. This feature can protect your data speed and help ensure your company users receive priority data service.

    For more information on setting up a Managed Access list, consult the Management and Security section of our Network Extender for Business FAQ page.

Network Extender for Business Web Server - Reset Tool

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What is the Network Extender for Business Reset Tool and what does it do?
  • The Reset Tool is a Java-based application that resets the following parameters back to the factory default:
  • DHCP – This parameter will be set to enabled.
  • Static IP – All of these parameters will be blanked out and lost when DHCP is enabled.
  • DSCP – This parameter will go back to its default value.
  • Username and password – These will be changed back to the default login settings.

  • The Reset Tool is a useful in the event that you misplace, forget or lose the administrator username and / or password for your Network Extender for Business.
Where do I get the Network Extender for Business Reset Tool?
How do I use the Network Extender for Business Reset Tool?
  • The Reset Tool must be installed on the laptop that is connected to the Network Extender for Business, either directly or on the same network.
    1. Access the Reset Tool by double-clicking on the downloadable JAR file.
    2. Provide the initial information the Reset Tool requires:
      –   MSN
      –   MAC-ID
      –   SKU
      –   IP Address
    3. If you need help locating these items, please consult your IT administrator.

  • Once this information has been provided to the Reset Tool, click on the Start button (looks like a circle with a vertical line at the top).
What version of Java is recommended when using the Network Extender for Business Reset Tool?
  • Samsung recommends the minimum version of Java to use is Java 1.6, Update 26.
What if the Network Extender for Business Reset Tool times out?
  • If the Reset Tool times out, verify the following items:
  • That you have provided the correct MSN, MAC-ID, SKU and IP address
  • That the laptop is connected and configured on the same IP Subnet as the Network Extender for Business (either directly connected to the Network Extender for Business or via the network)
How do I know if the Reset Tool successfully reset the Network Extender for Business?
  • When the reset is complete, a pop-up window will appear stating that the operation was successful.
How do I stop the Network Extender for Business Reset Tool once it is started?
Can I reset more than one Network Extender for Business at the same time?
  • No, each Network Extender for Business must be reset individually.
Does the Network Extender for Business Reset Tool contain any Help features?
  • Yes, you can hover your mouse over a field and additional information will be provided about that field.
Where do I get more information about the Network Extender for Business Reset Tool?

Track Shipping

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Can I track the shipment of my new phone?
  • If you have the tracking number, you can track your order using the shipping company’s website. If you do not have the tracking number, please contact call Customer Service at (800) 922-0204 for assistance.
Can I track a returned phone?
  • Yes. When you return a phone or any other equipment and accessories, we recommend you make a note of the tracking number. You can use this number to track the returned item using the shipping company’s website.

Troubleshooting - Phone or Device

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I got my phone wet, what should I do?
  • If your phone got wet, remove the battery and let it dry out for a few days; sometimes this works. In the event that this does not work you may have to replace your phone. Unfortunately, phones that are damaged by liquid are not covered by your manufacturers warranty. To discuss options on how to replace your phone you may call us at (800) 922-0204 or go to our online store.

    To go to our online store:
    1. Click on the "Orders" tab.
    2. Go to the "Create Orders" page.
    3. Click on the "Upgrade Equipment" link in the "Product Selection" section.
    4. Enter your wireless number and click "Continue".
    5. Follow the prompts.
I hear static on my phone, what should I do?
  • If you're hearing static, first check the battery life on your phone to see if it needs to be charged; there may be enough power to attempt a call, but not enough power to locate the signal. Next check your bars of signal strength and ensure your antenna is fully extended; you could be in a poor reception area or have an interference such as weather conditions, building structures or other electronic devices. If you are consistently receiving static and unable to identify the problem, please call us at (800) 922-0204 from a landline phone so we may assist you.
I am hearing a fast busy signal when I make a call, what is happening?
  • If you are getting a fast busy signal, there are several things that may be causing the problem.
  • Try to power cycle your phone by removing the battery while the phone is on, leaving it off for about 3 seconds. Put the battery back on, turn the phone on, and attempt to make your call again.
  • You may need to update the software of your phone by dialing *228 and Send, when prompted by the operator select option 2 to update your PRL (Preferred Roaming List).

  • If neither of these steps resolves the issue please call us from a landline phone at (800) 922-0204.
Why is my roaming indicator on but I am not roaming?
  • If you're not in a Verizon Wireless service area, or your signal is being picked up by another cell cite, a roaming indicator may show on your phone's display. If you know that you are in a Verizon Wireless service area, the next step is to ensure that your phone is set to the correct System Select (preferred system).

    To check your system select:
    1. Go into your phones settings and find the section where you can change the preferred system.
    2. Within the System Select scroll through and you will see system select "A", "B", or "Home Only". Change this setting to ensure your phone is set to system select "B". Please note that selecting the "Home" or "Home Only" will disable your ability to roam and your phone will only work in your local home area.

    If you still need assistance, please call us at (800) 922-0204 from a landline phone so we may assist you.
Why does my phone not power on?
  • There are a several reasons as to why you may not be able to power on your phone. In many cases, it is the result of the battery either not holding a charge, or your chargers may not be connecting properly to the battery. Try charging your phone, if it will not charge and still will not Power on, please call us at (800) 922-0204 from a landline phone, to have your phone checked.
Why does my phone keep beeping?
  • If your phone is beeping, try charging the battery. Beeps normally indicate that your battery is getting weak. You may also have text or voicemail message you have not checked yet. Or you may need to check your phone for service alerts. Several phones have alerts which will beep each minute you are on a call, or beep when you are in a roaming area. To check your alerts go into the sound settings of your phone, look for service alerts and ensure they are turned off.

    If this issue continues, please call us from a landline phone at (800) 922-0204.
Why does my phone keep shutting off?
  • When your phone unexpectedly shuts off, it normally indicates that your battery is discharged. Check the battery life on your phone; if it is low, charge your phone. If your battery is not low please call us at (800) 922-0204 from a landline phone so we may assist you.
What does "No Service" mean on the phone screen?
  • The NO SVC or NS (No Service) light will always appear on your display when you first power on your phone. It generally takes a few seconds for your phone to recognize the available signal. If the NO SVC or NS light stays on continually when you are in one location, you may be in an area where it is difficult to pick up a signal (for example, a deep valley or the basement of a large building). Or you may in an area that is outside the Verizon Wireless Network.

    If you are certain you are within a Verizon Wireless service area when you move outdoors, and conditions for reception are good; try to power cycle your phone by removing the battery while the phone is on, leaving it off for about 3 seconds. Put the battery back on, turn the phone on, and attempt to make your call again.

    Or you may need to update the software of your phone by dialing *228 and Send, when prompted by the operator select option 2 to update your PRL (Preferred Roaming List). If neither of these steps resolves the issue please call us from a landline phone at (800) 922-0204.
Why can I make calls but not receive calls?
  • If you are having problems receiving calls but you can make calls, there are four things to look for:
    1. Ensure your phone is powered on.
    2. Check that the NO SVC indicator is not on. If it’s on you are not getting a signal.
    3. Check your signal strength to determine if you are in a low signal area and receiving a signal.
    4. Check that your calls are not forwarded to another number.

    Use these instructions to ensure any forwarding features are turned off.
  • *920 to ensure No-Answer-Transfer Call Forwarding is off
  • *720 to ensure Immediate Call Forwarding is off
  • *900 to ensure Call Forward Busy is off

  • If this issue continues please call us at (800) 922-0204 from a landline phone.
I get a recorded message every time I make a call, why?
  • If you're getting a recording every time you try to place a call, please make a note of exactly what the recording says. Then call us at (800) 922-0204 from a landline phone. We'll decipher the message for you and get you back on track.
Why can I not make or receive calls?
  • If you are unable to make or receive calls do the following:
    1. Check your signal strength to ensure you are receiving a good signal.
    2. Check to ensure the "No Service" indicator is not displayed on your phone. If you are receiving a good signal and service try power cycle your phone by removing the battery while the phone is on, leaving it off for about 3 seconds.
    3. Put the battery back on, turn the phone on, and attempt to make your call again.
    4. You may need to update the software of your phone by dialing *228 and Send, when prompted by the operator select option 2 to update your PRL (Preferred Roaming List).

    If neither of these steps resolves the issue please call us from a landline phone at (800) 922-0204.
Why are my calls being dropped in the middle of a conversation?
  • There are a several reasons that may cause you to experience dropped calls, such as traveling in an area with poor reception or have an interference such as building structures, or other electronic devices. Or there may be an issue with your actual phone.

    If the dropped calls continue please call us at (800) 922-0204 so we can help identify the issue.
Why can't I make a call when I am inside a building?
  • Typically when a wireless phone is not fully operating while inside of a home or building, it is because of the interference with our cellular towers. You may not be receiving a full signal when trying to connect your calls because a wireless signal is limited when it tries to pass through brick, steel, or other material. You can usually make a call with a minimal amount of signal strength; however, receiving a call requires approximately full signal strength. To help identify what’s causing this issue please call us at (800) 922-0204 from a landline phone.
Why is there no service in my home area?
  • It is possible that you live in a low coverage area. You may view our Coverage Locator online to assist you with identifying where coverage is available.

    If you live in an area with coverage please call us at (800) 922-0204 from a landline phone so we can assist you with your service.
Why do I hear feedback or echo on my phone?
  • If you're getting feedback (an echo or "squelch") whenever you talk on your phone, try turning down the volume. In some cases, your microphone can hear your earpiece (this is especially true for hands-free car kits). Adjusting your volume to a lower setting should help.

Troubleshooting - Calling Features

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I am having problems with Call Forwarding?
  • For help with the Call Forwarding feature, please visit our Call Forwarding Support page.

    If you need further assistance, please call us at (800) 922-0204 so we may assist you.
How does Caller ID Blocking work?
  • Please visit our Caller ID Blocking Support page for information and frequently asked questions.

    If you need further assistance, please call us at (800) 922-0204 so we may assist you.
I am having trouble making International calls.

Troubleshooting - Data Support

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How can I access the Media Center website?
  • To access the Media Center website, type in getitnow.vzwshop.com on your browser location. If you are unable to access this site it may be due to a temporary outage or "under construction" while updates are being made. You may want to delete your cookies and clear your cache and retry.
Why is my Ring Back Tone not playing when someone calls my phone?
  • When your Ring Back tone isn’t playing it is generally because the song hasn’t been assigned to your number after signing up for the service. To ascertain that you have installed your Ring Back tone correctly.

    To assign your Ring Back tone, login to the Ringback Tones website and follow the below instructions: Select the "My Settings" tab on top of the page towards the bottom of the settings page is a section called "My Default Ringback Tone," and click "modify". A new page will appear with a dropdown box, this box holds all of the songs you have purchased. Simply select your song and click "save."

    If you need further assistance, please call us at (800) 922-0204 so we may assist you.
Why can't I send or receive TXT or PIX Messages?
  • Try to power cycle your phone by removing the battery while the phone is on, leaving it off for about 3 seconds. Put the battery back on, turn the phone on, and attempt to send your message again.

    If your messaging is still not working it may be caused by various different reasons. Please call us at (800) 922-0204 so we may assist you.

    For more FAQs regarding messaging go to our Text Messaging FAQs for help.

Upgrades

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How is my upgrade price calculated?
  • The price you may receive on a new phone depends on various factors, including:
  • The discount your company is eligible for
  • The upgrade eligibility of a particular line
  • The line term – our standard upgrade eligibility allows the following upgrades (your company’s contract may differ)
    • One-year line term may upgrade at a discounted price after 10 months.
    • Two-year line term may upgrade at a discounted price after just 20 months.
  • Whether you are enrolled in the New Every Two® program

  • In addition, we offer other programs designed to provide additional discounts with a two-year contract extension. You may always choose to upgrade at full retail price without extending your line term.
As a Verizon Enterprise Center user, do I qualify for an annual upgrade?
  • You can get a new phone every year with the new Annual Upgrade program. Sign up for a two-year line term on a calling plan of at least $49.99 and you can purchase a new phone at a discounted upgrade price every year (upgrade fee may apply).
How does the New Every Two program work for business customers?
  • If you enrolled in the program prior to February 15, 2009 and continued to meet the requirements of the program, you will qualify for a free phone up to a $50 or $100 value, depending on the monthly access of your plan.

    If you enrolled in the program on or after February 15, 2009 you will qualify for a free phone up to a $30 or $50 value, depending on the monthly access of your plan.
If I’m not enrolled in the New Every Two program, will I still qualify for an upgrade?
  • You can still upgrade to a new phone; the discount will be dependent on your line term and calling plan. For future upgrades, you can enroll by agreeing to a new two-year line term on a calling plan with a monthly access of $34.99 or higher. You will be eligible to take advantage of the phone offer at the end of the two-year line term.
My line term is only for one year; do I qualify for an upgrade?
  • You may qualify for an upgrade. To find out if you do, go to "Orders" > "Create Orders" > "Upgrade Equipment".
Are there any restrictions on receiving an upgrade discount?
  • Generally, you must be 10 months into a 12 month line term or 22 months into a 24 month line term, and the account must be current with no past due balance.
How can I check the upgrade eligibility and discount for one wireless number?
  • To check eligibility and your discount for one number, go to "Orders" > "Create Orders" > "Upgrade Equipment".
How can I check the upgrade eligibility for multiple wireless numbers?
  • The Device Report is a great resource. To access it, follow these steps:
    1. Go to "Invoices" > "Analysis & Reporting" > "Wireless" > "Wireless Reports".
    2. On the "Select Report" drop down menu, select "Device Report" from the drop down and click "Display".
How do I order equipment for an upgrade?
  • To upgrade your equipment, go to "Orders" > "Create Orders" > "Upgrade Equipment".
Can I get an update on when all my company’s lines qualify for new devices?
  • Please contact your Sales Representative or Account Liaison to see what options are available for notifying you when the lines qualify. You may also refer to the Device Report to view upgrade eligibility for all the lines on an account; please refer to question #9 above for instructions on how to access it.

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