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Phones

Lost or Stolen Phones

  1. What do I do if my wireless phone is lost or stolen?

    If your device is lost or stolen, you may suspend your service to avoid unauthorized use. There are two methods to suspend your service:

    • Sign in to My Verizon, and choose the "Suspend/Resume Service" link under Quick Links on the Overview page. You will then be guided through the steps to either Suspend or Resume your service.
    OR
    • Dial (800) 922-0204 from any phone and complete this task via our Interactive Voice Response (IVR) system.
    For replacement of your lost or stolen device:
    • If you are enrolled in the Asurion Wireless Phone Protection Program or Total Equipment Coverage, file your insurance claim directly with Asurion

      • Visit the Asurion Website or
      • Call Asurion Customer Service at (888) 881-2622
    If your bill shows charges to your phone after the loss but before you reported it, and you want a credit for those charges, we will investigate your account activity. You do not have to pay the charges you dispute while they are being investigated to determine whether the charges resulted from usage by someone not authorized to use the phone. Further, if we haven’t given you a courtesy suspension of recurring monthly fees within the prior year, we’ll give you one for 30 days, or until you replace or recover your wireless phone, whichever comes first. You may need to provide further information regarding the theft or loss if we ask for it.

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  2. If my phone is missing for several days before I notice it is missing, how will I be able to show that the person using it was not authorized to do so?

    We will take all facts and circumstances into consideration. In addition, we will review your account, and compare the usage during the time that the phone was missing to the time when the phone was in your possession. If the phone was used to make calls to, and receive calls from, entirely different telephone numbers, this may indicate to us that the phone was being used by someone not authorized to do so. We will consider all relevant information, including any documentation you may be able to provide demonstrating that the phone was not in your possession at the time of the calls, in making our decision.

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  3. My phone was lost or stolen, and I reported charges made on my account by an outside party. How long will it take for Verizon Wireless to complete their investigation and resolve the issue?

    We will undertake to resolve any dispute regarding unauthorized charges within 30 days. You are not required to pay the disputed amount while our investigation is pending.

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  4. If I do not have Equipment Protection. How can I replace my lost, stolen, or damaged device?

    Verizon Wireless customers who experience a lost, stolen or damaged device may be eligible to purchase a Certified Pre-Owned device. Visit our Certified Pre-Owned Replacement Program information page for details.

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Updating Phone (Using *228)

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

    Please view the PRL (Preferred Roaming List) section for details.

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Equipment Upgrade

  1. How do I upgrade my device?

    You can upgrade your device online through My Verizon.

    1. Sign In to My Verizon. Not registered? Register for My Verizon.
    2. Click on Upgrade Device in the "I Want To..." section.
    3. Choose the wireless number you want to upgrade.
    4. Select the new device.
    5. Choose accessories (if applicable).
    6. Preview the order.
    7. Checkout (enter shipping and payment information).

    Please note: Pricing may vary based on the date you last received a discount on new equipment. To see if you are eligible for an upgrade discount, sign in to My Verizon and refer to the My Device section to view your upgrade status.

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GPS (Global Positioning System)

  1. What is GPS? How does it work?

    The GPS (Global Positioning System) locator chip, which is present in all wireless phones we currently sell, except the BlackBerry® 6750, is used solely for tracking purposes by Emergency 911 Services and does not function like a typical GPS device.

    Verizon Wireless cannot guarantee that you will be systematically located after dialing 911 from your wireless phone. In many places, Public Safety still relies on the caller's descriptions to locate those in need. Enhancements to the Public Safety 911 system will make it possible for Public Safety to read your callback number and to estimate your location. However, given the many variables with wireless radio service, no design will be perfect. There are three different phases that the FCC requires for this service. We have listed them below for your convenience:

     

    • First: The FCC requires wireless carriers to provide Enhanced 911 call identification capability when requested by each of the approximately 6,000 state/local PSAPs nationwide.
    • Second: The FCC's Phase I Enhanced 911 rules require wireless carriers to automatically provide PSAP (Public Safety Answering Points) with the telephone number of the 911 caller and the location of the cell site used to originate the 911 call.
    • Third: Phase II Enhanced 911 rules requires wireless carriers to automatically provide the telephone number of the 911 caller and far more precise location information, within 50 to 100 meters in most cases.

    The first two steps have been implemented, however the third step (Phase II) is still in progress. Please note: The deployment of Phase II E911 capability is complicated because it requires improvements to the capabilities of a number of parties -- vendors, wireless carriers, landline carriers and PSAPs -- to succeed. Also, the customer must have a Verizon Wireless GPS handset. Each party has to be absolutely certain that they are capable of supporting the required service enhancement when necessary.

    Verizon Wireless has devoted significant resources to upgrading its nationwide network to be able to provide Phase II E911 service when requested by Public Safety. Until such time when the PSAPs upgrade their systems, calls made from E911-capable handsets to 911 call centers that are not yet equipped, will still go through as usual. However, the 911 call centers will not be able to read and use the GPS-generated location information and may still need to rely on the caller to identify the location of the emergency.

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Phone Activation

  1. How do I change my mobile number?

    To change your mobile number online:

      1. Make sure you are signed in to My Verizon and go to the Change Phone Number page.
      2. If you have multiple lines on your account, select the mobile number you want to change.
      3. Select whether you want a number from your current area or from a different city and or state.

        If selecting your current area:
        1. Pick an area / code exchange from the dropdown.
        If selecting a different city or state:
        1. Click the Change Location link.
        2. Enter the zip code or the city and state for the new number.
        3. Click Save.
        4. Pick an area / code exchange from the dropdown.
      4. Click on the Next button.
      5. Select a date for the changes to be effective and then click Next.

        Note: If you select to have the change effective today or pick a specific day, your bill will be prorated.
      6. Click on the Submit button. You have successfully changed your mobile number online.

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  2. How do I activate my device?

    You can activate your device online through My Verizon. Not registered? Register for My Verizon.

    1. Make sure you are signed in to My Verizon, and go to the My Verizon Home page.
    2. Click on the Activate or Switch Device button under the “I Want To…” section.
    3. Select which wireless number you want assigned to the new device, and click Next.
      Note: Make sure to back up your contacts before activating a new device.
    4. Enter your new device’s identification number in the New Device ID field.
    5. Click the Submit button.

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  3. How can I transfer my phone book to another phone?

    You can transfer phonebook information from one device to another using Backup Assistant. Please refer to the Backup Assistant website and How to Use Guide for more information.

    Please note your device must be Backup Assistant-compatible to use this service. Refer to the “Verify if your Device is Compatible” section of the How to Use Guide to determine if your device is compatible.

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  4. What is an MEID?

    MEID stands for Mobile Equipment Identifier, and is an ID number that is globally unique for every code division multiple access (CDMA) wireless device. The MEID identifies the device to the network and can be used to flag stolen or lost devices. MEID began replacing Electronic Serial Number (ESN) in 2006.

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