FAQs

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Wireless FAQs

Equipment

Embedded PC Cards

What is an embedded wireless PC card?
How do I activate my embedded wireless PC card?
Where can I purchase a laptop with an embedded wireless PC card?

Equipment Activation

Can I change the equipment on an account to a device our company already owns?
How do I activate my company’s new equipment?
Can I change the equipment being used with a particular phone number because the user needs a different type of device?

Equipment Returns

What is the return policy?
How will I know when you receive my returned equipment?
When will my refund appear?

iPad and MiFi Promotional Bundle - General Information

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?
Can I go to an Apple Retail Store or Apple Online Store to purchase and activate the iPad and MiFi promotional bundle?
What are the mobile broadband plans that will be offered for use with the iPad and MiFi promotional bundle?
Will customers have to sign a service agreement to purchase the iPad and MiFi promotional bundle?
Is Verizon Wireless only selling the Wi-Fi version of the iPad?
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?
How does the MiFi 2200 work with the iPad?
Once I activate my MiFi 2200 do I need to always have my PC or Mac with me?
Will customers be able to purchase an iPad from Verizon Wireless as a standalone product without MiFi and if so, what is the cost?
Does the iPad and MiFi promotional bundle support 4G?
Can I transfer apps that were previously purchased via iTunes or another iPad to my new iPad?

iPad and MiFi Promotional Bundle - Support

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

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?
Is there an activation fee for iPad 2?
Can I transfer applications that I purchased via iTunes® or another iPad to my new iPad 2?
What are the key new features of iPad 2?
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?
How do I check my data usage for iPad 2 if I am on a monthly data plan?
Is the monthly data plan for my iPad 2 subject to an early termination fee if I want to cancel?

iPhone® 4 - New & Existing Customer Eligibility

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?
Should I cancel my existing service before porting?
How long will it take to port my number?
How will I know when the port in to Verizon Wireless is complete?
Do I need to sign up for a 2-year agreement when purchasing iPhone 4®?
Will existing customers be able to redeem their New Every Two credit?
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 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?
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?

iPhone® 4 - Pricing

Are there minimum service and data pricing requirements when purchasing iPhone 4?

iPhone® 4 - Purchase

I currently have an iPhone 4 with AT&T. Can I keep my existing version of iPhone 4?
Can I upgrade to an iPhone 4 even though I am not eligible to upgrade?
How much will iPhone 4 cost?
When can I purchase iPhone 4?
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?
If I pre-order iPhone 4, when will I receive it?
Can I go to an Apple Store to purchase and activate iPhone?
Where is the closest store where I can purchase iPhone 4?
Do you anticipate high demand for iPhone 4?
If I’ve already ordered, how do I check the status of my order?

iPhone® 4 - Content Transfer

If I’m an existing Verizon Wireless customer, how do I transfer my contacts to iPhone 4?
Will my existing voice mail transfer over when I activate my iPhone 4?
Can I save my voice mail message on my current device before switching to iPhone 4?

iPhone® 4 and iTunes

Will iPhone 4 work on Verizon Wireless' 3G or 4G LTE network?
Do I need iTunes to set up my iPhone 4?
If I already have an iTunes account, can I use it with my new iPhone 4 on Verizon Wireless?
Will I be able to sync content and iOS apps that I already have in iTunes to my new iPhone 4?
Will I be able to purchase iPhone 4 apps via the App Store?
What happens to any existing apps that I have purchased on my Verizon Wireless device after I switch to iPhone 4?
Will Verizon Wireless carry accessories for iPhone 4?
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?
Will AppleCare be available for purchase from Verizon Wireless?
Can I use my iPhone 4 while traveling abroad?
Can I use Wi-Fi on my iPhone 4 while traveling abroad to obtain data connection?
Is iPhone 4 HAC (hearing aid compatible) rated?

iPhone® 4 - Visual Voicemail

How much does Visual Voicemail cost on iPhone 4?
Can I permanently save important messages to my device?
Can I retrieve my messages without my iPhone 4?
Can I receive Visual Voicemail messages when roaming (domestic and/or international)?
Does the iPhone 4 Visual Voicemail product support Group Distribution and the Compose/Reply/Forward voice mail feature?
Is iPhone 4 Visual Voicemail compatible with Qwest voice messaging service or Premium Voice Mail?

iPhone® 4 - Support

Where can I find support information including the User's Guide for iPhone 4?
Who do I call for support or general questions?
How will Verizon Wireless continue to maintain the largest and most reliable 3G network in America with the launch of iPhone 4?

iPhone® 4 - Returns & Exchanges

Can I exchange a device that I recently purchased for iPhone 4?
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?

iPhone® 4 - Special Upgrade Offer

Am I eligible to participate in the Special Upgrade Offer for Business and Government Accounts?
How do I participate in the program?
What if the dates of the Special Upgrade Offer do not match the date of purchase on my receipt?
How do I submit for the Special Upgrade Offer?
Can I submit my information over the phone?
The Special Upgrade Offer has expired. If I submit online, will I still receive an Equipment Incentive Credit?
How long will it take to process my online submission?
How do I check the status of my online submission?
My status is invalid. What does this mean?
What are the Terms and Conditions for the Special Upgrade Offer?
Who can I contact for more information on my submission?
I didn’t receive an envelope to ship my device. What should I do?
Where can I find my submission tracking number?
Can I get my returned phone back?
How do I ship the phone to you?
How do I clear personal information and data from my returned phone?

Lost or Stolen Equipment

What can we do about a terminated employee who is unwilling to return his company-owned equipment?
My phone was stolen last night, how can I turn the service off temporarily and get a replacement?
I found the phone I reported as stolen. How do I have the service re-connected?
The display on my handset is no longer working; how can I get this fixed or replaced?

Network Extender for Business - General Information

What is the Verizon Wireless Network Extender for Business?
Where can I buy the Network Extender for Business?
Where can I use the Network Extender for Business?
What type of Internet connection do I need for the Network Extender for Business?
Can I connect my landline phone to the Network Extender for Business?
Do I have to pay additional fees to use the Network Extender for Business?
I currently have the Network Extender. Can I upgrade my current device to the Network Extender for Business?

Network Extender for Business - Setup

How do I know that the Network Extender for Business setup and installation is complete?
Do I need to apply any settings to my mobile device in order to connect to the Network Extender for Business?
Why does the Network Extender for Business need to be placed near a window?
Why does the Network Extender for Business require GPS service?
Is the external GPS antenna cable required for the Network Extender for Business?
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?
Can I move the Network Extender for Business within my location after it has acquired a GPS signal and setup is complete?
Can I cluster the Network Extender with the Network Extender for Business?

Network Extender for Business - Management and Security

Can I manage and secure access to the Network Extender for Business?
Does the Network Extender for Business require a computer?
Do specific ports need to be enabled on my router or firewall for the Network Extender for Business to work?
Will users of the Network Extender for Business be able to intercept or listen into each other’s conversations?

Using Network Extender for Business

How do I connect to the Network Extender for Business network?
How do I know if I am connected to the Network Extender for Business network?
Will my device disconnect when I move from the Network Extender for Business coverage area to an outside area?
Will a call placed outside of the coverage area transfer to the Network Extender for Business network?
Will my mobile device pick up the Network Extender for Business network or the Verizon Wireless network based on signal strength?
Will the Network Extender for Business affect the number of bars that appear on my mobile device?
Can I take the Network Extender for Business with me when I travel?
Can I make international calls with the Network Extender for Business?
How will using the Network Extender for Business affect my device’s battery?
What happens to the Network Extender for Business if I lose my connection to the Internet?
Will using the Network Extender for Business affect my broadband performance?
Will my call quality be impacted if I am uploading or downloading large files while using the Network Extender for Business?
Can I use Directory Assistance (411 Search) with the Network Extender for Business?
Can I use more than one Network Extender for Business in the same location?

Network Extender for Business - Troubleshooting

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 Network Extender for Business is taking a long time to provide connectivity. Why?
I can’t find a window for the GPS antenna cable of the Network Extender for Business. What should I do?
I assigned the Network Extender for Business IP address incorrectly, and now I can’t reach my device. What should I do?
Calls I make using the Network Extender for Business sound choppy. What should I do?

Network Extender for Business Web Server - General Information

What is the Network Extender for Business Web Server?
How do I bring up the Network Extender for Business Web Server?
What are the browser requirements for the Network Extender for Business Web Server?
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?
What is the default username and password for the Network Extender for Business Web Server?
What if I forget my username and password for the Network Extender for Business Web Server?
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?
What is clustering with regards to the Network Extender for Business, and how can it help my business?
Is there a maximum number of Network Extender for Business units that should be included in a cluster?
Can I assign any static IP address to the Network Extender for Business?
What is throttling, and what are the advantages of using throttling with the Network Extender for Business?

Network Extender for Business Web Server - Reset Tool

What is the Network Extender for Business Reset Tool and what does it do?
Where do I get the Network Extender for Business Reset Tool?
How do I use the Network Extender for Business Reset Tool?
What version of Java is recommended when using the Network Extender for Business Reset Tool?
What if the Network Extender for Business Reset Tool times out?
How do I know if the Reset Tool successfully reset the Network Extender for Business?
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?
Does the Network Extender for Business Reset Tool contain any Help features?
Where do I get more information about the Network Extender for Business Reset Tool?

Track Shipping

Can I track the shipment of my new phone?
Can I track a returned phone?

Troubleshooting - Phone or Device

I got my phone wet, what should I do?
I hear static on my phone, what should I do?
I am hearing a fast busy signal when I make a call, what is happening?
Why is my roaming indicator on but I am not roaming?
Why does my phone not power on?
Why does my phone keep beeping?
Why does my phone keep shutting off?
What does "No Service" mean on the phone screen?
Why can I make calls but not receive calls?
I get a recorded message every time I make a call, why?
Why can I not make or receive calls?
Why are my calls being dropped in the middle of a conversation?
Why can't I make a call when I am inside a building?
Why is there no service in my home area?
Why do I hear feedback or echo on my phone?

Troubleshooting - Calling Features

I am having problems with Call Forwarding?
How does Caller ID Blocking work?
I am having trouble making International calls.

Troubleshooting - Data Support

How can I access the Media Center website?
Why is my Ring Back Tone not playing when someone calls my phone?
Why can't I send or receive TXT or PIX Messages?

Upgrades

How is my upgrade price calculated?
As a Verizon Enterprise Center user, do I qualify for an annual upgrade?
How does the New Every Two program work for business customers?
If I’m not enrolled in the New Every Two program, will I still qualify for an upgrade?
My line term is only for one year; do I qualify for an upgrade?
Are there any restrictions on receiving an upgrade discount?
How can I check the upgrade eligibility and discount for one wireless number?
How can I check the upgrade eligibility for multiple wireless numbers?
How do I order equipment for an upgrade?
Can I get an update on when all my company’s lines qualify for new devices?

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