Frequently Asked Questions (FAQ)

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Wireless FAQs

International Services and Roaming

Global Access

What is GlobalAccess?

GlobalAccess is an extension of Mobile Broadband service providing a high-speed wireless wide-area solution while operating outside the U.S.

Are there any equipment or service requirements to use GlobalAccess internationally?

Yes. GlobalAccess provides two PC cards. In the Verizon Wireless National Enhanced Service Rate and Coverage Area, use the CDMA PC card. When using the service on international GSM Networks use the GSM PC card with the provided SIM card.

Is high-speed data service available internationally?

High-speed service is available in a number of international locations.

What countries can I travel to and have data access with GlobalAccess?

For countries with Global Access see countries covered.

Note: CDMA Data outside the US is enabled in Canada.

View Network Selection Instructions.

Should a customer with a Global Phone device use the SIM card from the phone in the GlobalAccess PC card?

No. GlobalAccess customers are required to have two SIM cards if they want to use both Global Phone service and GlobalAccess service.

Can customers make voice calls with the GlobalAccess PC card?

No, the GlobalAccess PC card is not voice-capable.

Can my company use both GlobalAccess PC cards at the same time: for example, use the CDMA PC Card in the US, and at the same time use the GSM PC Card abroad?

No. The CDMA PC card and the GSM PC card cannot be used by different people at the same time.

Can customers use GlobalAccess on an Apple laptop?

At this time, the GlobalAccess VZAccessManager is not compatible with Apple laptops.

If I have technical problems while traveling how do I get assistance?

Simply call the Global Services Technical Support Team at (803) 400-4455. This call is airtime and toll-free when you call from your Verizon Wireless Phone.

Global Email

What is Global Email Service?

With Global Email Service, you use one device to access both voice and data services while traveling. Make and receive calls whether you're in the U.S. or traveling to over 140 international destinations and access your email in over 50 countries. For more information including coverage and pricing see Global Email.

What device supports Global Email?

Please refer to Global Phone to see which devices support Global Email.

What countries can I travel to and have voice and/or data access from my i830?

See the countries covered for a list of countries where you can make and receive calls. For countries with email support see the countries covered.

Note: CDMA Data outside the US is enabled in Canada.

What do I need to do to make sure I have everything set up for data/email and voice before I travel abroad?

You will need a device supporting Windows Mobile 2003 OS, a SIM Card, appropriate feature codes allowing you to make voice calls or receive data while traveling outside the US, and Travel chargers.

Tip: If you are using email, set it up prior to traveling and ensure you are able to get your email before you leave.

What do I need to do to make sure I have everything set up for data/email and voice before I travel abroad?

Verizon Wireless™ Global Email solution offers Microsoft ActiveSync. Enroll in the appropriate PDA/Smartphone plan that is right for you.

Tip: Set up your email prior to traveling so that you ensure you are able to get your email before you leave.

How do I switch to GSM mode while traveling abroad?

From the main screen (also called the Today Screen), select Start > Settings > ServiceMode . Once in ServiceMode, select GSM > OK. You will be prompted to type Yes to make the switch. From there, you can make voice calls or access data messaging.

Tip: Upon returning, remember to switch back to CDMA mode.

How do I make a call while in GSM mode?

Press the lower left "Phone" button to access the phone pad. Press the 0 key to display the + symbol (while in GSM mode, you must enter + to make a call), then dial the country code, area/city code, and number.

Example: To call the US while in GSM, press 0 key to display the + symbol, then press 1 + area code + phone number.

What is Sprite Backup and how do I use it?

Sprite Software is great software for backing up applications on Global Phones. Upon installing applications such as your Email Application and other types of applications, you should utilize Sprite Backup to save your applications/settings in the event your device is reset and your post-loaded data applications are lost. This may occur if you have a complete loss of battery.

Tip: If you Backup in CDMA on your device, should you need to Restore your information while in GSM/GPRS mode, you will need to first switch to CDMA and select "Restore" then switch back to GSM/GPRS. All your applications and settings will be restored at that point.

If I have technical problems while traveling how do I get assistance?

Simply call the Global Services Technical Support Team at (803) 400-4455. This call is airtime and toll-free when you call from your Verizon Wireless Phone.

Global Phone

What is Global Phone Service?

With Global Phone Service, you use one phone to make and receive calls whether you're in the U.S. or traveling to more than 220 countries. For more information including coverage and pricing see Global Phone Service.

What is a Global Phone?

A Global Phone is built with both CDMA and one or more of the following technologies: Dual Band GSM, Quad Band GSM, or UMTS capabilities. To see the most recent addition of Global-capable devices built with this technology in the Verizon Wireless line-up please refer to the Global Phones section of our Global Phone website.

What if I'm traveling to a CDMA location?

Verizon Wireless Phones are CDMA capable. That means you can take any Verizon Wireless device to more than 40 countries including Mexico, Canada, Israel, India and China. To find out if you are going to a destination abroad that offers CDMA Service, please visit our International Roaming Rates & Coverage Page.

Are there any equipment or service requirements for Global Phone?

Simply purchase a Global Ready Phone with a pre-installed SIM Card, and add International Service to your calling plan and we will provide you with a Global Literature Kit to assist you with making and receiving calls while traveling outside of the United States. You may need International Eligibility to roam in many countries. Please dial 1-800-922-0204 or contact a Verizon Wireless representative for details.

I did not receive the Global Support Pack with the SIM Card and support materials in it when I purchased my phone that did not include a Pre-Installed SIM Card.
What should I do?

Please call Customer Service at (800) 922-0204 or dial 611 from your Verizon Wireless device. They will put you in contact with our Global Support Team who can assist you with getting your device properly set up prior to your trip abroad.

What are the rates for calls made and received while traveling internationally?

Visit Global Phone Rates and Coverage for a complete list of rates and country availability. As well, you will find coverage maps for most countries.

What is the dialing pattern while traveling internationally?

First determine if you will be traveling to a destination with a GSM Network or CDMA Network by visiting the Global Phone Rates and Coverage page of the website.

You can also determine what type of network (GSM or CDMA) you are connecting to by checking the upper right-hand corner of your phones main display. You will see a GSM, GPRS, EV-DO or 1X icon. If you are not familiar with your phone’s display, or need assistance finding this icon please refer to our Phones & Devices Support page.

Second, you will need to make sure your phone is in the correct mode for the network you are trying to connect to. To learn how to check or change the mode (Global, CDMA, or GSM are available) of your phone, please visit Phones & Devices Support or refer to the device's User Guide.

Calling when traveling internationally while in GSM or UMTS mode. You can tell that you are connecting to a GSM or UMTS network by a GSM or GPRS icon in the upper right-hand corner of the display.
1. In standby mode, press and hold "0" to display the "+" symbol. (The "+" symbol automatically inserts the exit code for the country from which you are calling.)
2. Enter the country code of the person you are calling ("1" for the U.S.).
3. Enter the area code/city code, followed by the number of the person you are calling.
  
  Figure 1: Sample dialing pattern for international call to the United Kingdom while abroad in a GSM location.
  
  Figure 2: Sample dialing pattern for international call to the United States while abroad in a GSM location.
Calling internationally while in CDMA mode. You can tell that you are connecting to a CDMA network by a CDMA 1X or 1XEV icon in the upper right-hand corner of the display.
1. Enter the exit code for the country from which you are calling.
2. Enter the country code of the person you are calling ("1" for the U.S.).
3. Enter the area code/city code, followed by the number of the person you are calling.
  
  Figure 3: Sample dialing pattern for international call to the United Kingdom while in a CDMA location.
For additional assistance, please refer the Country Codes list.

How do I change my Global Ready Phone to GSM mode?

Please refer to your phone's user guide for details. Or, please visit our online Equipment Guide for assistance with your phone's functionality.

How do I access Voice Mail while traveling internationally?

If you are roaming with your Verizon Wireless Global Phone, you can check your voicemail by dialing your Verizon Wireless phone number in international format (+1 then your 10-digit number when in GSM mode). Then interrupt your greeting by pressing # and follow the prompts to navigate through your voice mailbox.

Will my features be available while traveling internationally?

Features are subject to local capabilities and may not be available while roaming internationally.

How long does it typically take for Global Phone charges to show on my bill?

It could take up to 60 days for the charges to appear on the bill.

If I have technical problems while traveling, how do I get assistance?

From your phone, if you are traveling outside the United States in GSM mode please dial (+)1-908-559-4899. In CDMA mode, dial the exit code for the country you are in followed by (908) 559-4899. This is a toll-free call.

International CDMA Roaming

Can I use my Verizon Wireless device to make and receive calls when traveling internationally?

You can use your current CDMA device to make and receive calls in over 40 international countries and U.S. territories. Other countries that do not support CDMA devices will require you to have a Global Phone.

To determine if your device will work in a specific country, and to find out more about service availability and rate information, visit our International Roaming Rates and Coverage page.

Can I use my Verizon Wireless device to make and receive calls while on board cruise ships?

You can use your CDMA device to make and receive calls while traveling on select cruise lines. For service availability and rate information, visit our Cruise Ship Coverage page.

Are there any equipment or service requirements to roam internationally?

If you are going to travel abroad to any CDMA country follow these steps:
1. Before leaving the United States, dial 611 to contact a Customer Service Representative and verify that you have International Dialing capability on your device.
2. Dial *228 to update your roaming capabilities.
3. You may need International Eligibility to roam in many countries. Please call (800) 922-0204 for details.

How do I access Voice Mail while traveling internationally?

If you are roaming with your CDMA device, or a Global Phone in CDMA mode, you can check your Voice Mail by dialing your mobile number, then entering the # key and following the instructions. You will need to use the International Dialing Instructions format for dialing back to the U.S. from your current location.

Will my voice features be available while traveling internationally?

Certain features are subject to local capabilities and may not be available while roaming internationally.

What is the dialing pattern while traveling internationally?

For detailed instructions on dialing from the specific country to which you are traveling:
1. Visit the International Roaming Rates and Coverage page.
2. Select your destination or country from the Traveling To… dropdown and click Go.
3. After being redirected to your destination’s page, scroll down to the Dialing Instructions section.
The following are general instructions for calling when traveling outside of the US while in CDMA mode:
1. Enter the exit code for the country from which you are calling.
2. Enter the country code of the person you are calling ("1" for the US).
3. Enter the area code / city code, followed by the number of the person you are calling.
Note: Countries such as Bermuda, Canada, Puerto Rico and the Dominican Republic are on the North America dialing plan and no exit code is required to call back to the United States.

What are the rates for calls made and received while traveling internationally?

Rates for international roaming in CDMA countries vary. For information on rates in a specific country, follow the steps below:
1. Visit our International Roaming Rates and Coverage page.
2. Select the destination to which you will be traveling from the Traveling To… dropdown, and click Go.
3. Scroll down to the Voice & Text Rates and Global Data Rates sections of the destination’s page.

If I experience problems with my device while traveling, how can I get assistance?

You can get assistance at:

If you are traveling in Canada or Puerto Rico, contact Customer Service at (800) 922-0204 from any landline.
If you are traveling in Mexico, contact Customer Service at 001-800-922-0204. This call is not airtime-free or toll-free.
For all other countries:
1. Visit the International Roaming Rates and Coverage page.
2. Select the destination to which you will be traveling from the Traveling To… dropdown, and click Go.
3. Scroll to the Dialing Instructions section of the destination’s page, and follow the instructions to dial back to the US to reach our Global Customer Support Team at (908) 559-4899.

International Services

What do I need to do to use International Dialing on my phone?

It depends on the country you wish to call. The International Long Distance (I-Dial) feature must be activated on your account in order to make international calls to most countries, but several countries may be dialed direct without the need for an I-DIAL feature simply by entering the appropriate area code and phone number. For more information, visit the International Dialing page.

Can I use my phone in Mexico, and if so, how does it work?

To learn about International Roaming and other International Services, visit the International Roaming page on VerizonWireless.com.

I don't travel outside of the U.S. but I regularly make international calls. What options are available to me?

International Long Distance (I-Dial) services allow you to make international calls on a Verizon Wireless handset to many international destinations from your Calling Plan’s home airtime rate and coverage area. For more information, including rate and coverage information, visit our International Services page.

What countries can I use my phone in when traveling internationally?

You can use your Verizon Wireless all digital or tri-mode phone, or Global Phone in "CDMA mode", to make and receive calls in over 20 countries/U.S. territories. For service availability and rate information, visit our International Roaming page.

If my phone won’t work in the country I am visiting, can I rent a phone?

Yes. Global Rental is a program exclusively for Verizon Wireless subscribers with service provided by WorldRoam Ltd. It is recommended for those who travel overseas less frequently or to areas not serviced through CDMA international roaming or Global Phone. The program provides GSM service in over 160 countries worldwide, GSM BlackBerry® data service in over 40 countries, PDC service in Japan, and Satellite service in many countries with little or no cellular coverage. For more information, including rate and coverage information, visit our Global Rental page.

Can you send a Global Rental phone to an overseas address?

No, the phone can only be shipped to a U.S. address.

How far in advance can I request Global Phone service?

You can set up the service up to a month in advance. Once you receive the phone, you’ll need to activate it within four days.