Verizon Hub FAQs
What is the Verizon Hub?
Verizon Hub is your all-in-one home communication center. It’s the home phone reinvented. Verizon Hub’s powerful tools will help you to be more productive and organized, while giving you quick access to the people, places and information you need. Perfect for families, Verizon Hub makes managing your busy lives easier.
You will have access to unlimited local and long distance calling (including the U.S., U.S. territories and Canada) and calling features you’re used to like Call Forwarding, Do Not Disturb and Simultaneous Ring.
Other cool features include:
- Access to V CASTSM Videos and Entertainment and traffic and weather information.
- View movie listings and trailers and even purchase tickets.
- Calendars allow you to add an event to your Verizon Hub calendar and send notifications to the wireless devices on your Verizon Wireless account.
- Directories allow you to search for businesses and people.
- Text and Multimedia Messaging with other Verizon Wireless customers.
What do I need to use the Verizon Hub?
In order to use the Verizon Hub, you will need a router and Digital Voice service.Back to top
What is Digital Voice broadband phone service?
Digital Voice is a Voice-over-Internet-Protocol (VoIP) service that offers phone service over a broadband Internet connection instead of through a traditional telephone network. You can surf the Internet on your computer and chat on the phone at the same time. Digital Voice allows you to manage your calls more effectively and offers calling features and capabilities that are not standard with traditional phone service. Verizon High Speed Internet, Verizon FiOS Internet, or another provider’s DSL or cable service is required, as well as a router. Digital Voice service includes:
- Unlimited local and long distance calling (includes U.S., U.S. territories, and Canada).
- Low international rates.
- Ability to keep your old number or get a new one.
- Choice of area code, regardless of where you live.
- Calling features you’re used to (Call Forwarding, Do Not Disturb, Simultaneous Ring, Incoming Call Block, etc.).
- Online account management, including feature changes and call log details.
- Use of your phone wherever there is a broadband connection and 911 coverage.
With Digital Voice service, can I talk on the phone and use my computer at the same time?
Yes, your Digital Voice service will work even if you are simultaneously accessing the Internet, sending files and instant messaging over the same broadband connection with your home computer. Use of data services at the same time as the use of Digital Voice may negatively impact sound quality. The quality of your Digital Voice call is affected by your broadband speed / bandwidth. So, customers with a lower bandwidth, like 768K, may experience poorer sound quality than customers with a higher bandwidth, like 3.0 Megabytes per second (Mbps) will enjoy.
Recommended bandwidth subscription: 1.5MbpsBack to top
Does the Verizon Wireless Worry Free Guarantee® apply?
The New Every Two® feature and the ability to change your Calling Plan under the Verizon Wireless Worry Free Guarantee do not apply to the Verizon Hub. However, you will enjoy the other benefits of the Worry Free Guarantee. Visit Verizon Wireless online for further details. If for any reason you decide to transfer your Verizon Hub phone number back to Verizon Communications the applicable early termination fee associated with discontinuing your Verizon Hub with Digital Voice service will appear on your bill; however, a credit for the fee will be applied to your subsequent bill.Back to top
What occurs when I transfer my current phone number to my Digital Voice service?
In many cases, all services associated with your current phone number will be disconnected once the transfer is completed. For instance, once you transfer your telephone number to Digital Voice, you might also lose any other services associated with that number (i.e., Verizon High Speed Internet, or another provider’s DSL, etc.). We recommend that if you want to maintain these services, please contact your telephone company prior to transferring your telephone number. If you are a Verizon customer please contact (866) 542-8475.Back to top
How do I start the process of transferring a telephone number to Digital Voice?
First, you need to verify that you can transfer your number by calling customer support at (800) 922-0204. If your number qualifies for transfer, and you have already connected your Verizon Hub, the representative will place an order to transfer your number. The transfer process may take up to 14 business days to complete.
When porting your number, you will be asked to provide the following information:
- Confirmation that you are the authorized contact on the account with your old service provider.
- The name of your old service provider.
- The account number of your old service as it appears on your bill.
- Your name and address as they appear on your bill.
- The current, active phone number that you wish to keep when you port.
- A telephone number where you can be reached during the porting process.
- Your Social Security number or other information that will be used to accurately identify you to your old service provider.
Note: Providing incorrect information will delay the porting process, because a customer service representative will need to contact you for the correct details.Back to top
When transferring my telephone number to Digital Voice, how can I check the status of the order?
The transfer process typically takes 14 days after you have placed your order. Once the transfer is complete, you’ll receive a free text message on your Verizon Hub.
If you have questions during the transfer process, or if you receive a free text message about your number transfer, please call customer support at (866) 465-5420.
How many Contacts can I add with Verizon Hub?
You may add up to 128 entries to your Contacts, which will appear in the handset and base. Each Contact may have up to 3 entries – Home, Work and Cell.Back to top
Can I save a conference bridge to my Contacts with Verizon Hub?
Yes, you can add a conference bridge to your list of Contacts.
From the base: When entering the phone number of a new Contact, touch the comma button to insert a pause. You can enter up to 3 commas to ensure a longer pause. Then enter the passcode and press #, if the passcode requires it. Touch Enter to save the conference bridge number.
From the handset: When entering the phone number of a new Contact, press the OK button to insert a pause. You can press OK up to 3 times to ensure a longer pause. Then enter the passcode and press #, if the passcode requires it. Press Next, choose a Ringer and press Save Contact to save the conference bridge number.Back to top
Verizon Hub & Handset
How do I set up my Verizon Hub?Back to top
Can I add handsets to my Verizon Hub?
Yes, each Verizon Hub base unit can support up to 3 additional handsets (sold separately).Additional handsets may be purchased at any Verizon Wireless retail store or online.Back to top
Will the existing phones in my home work with my Verizon Hub?
No, only the additional handsets designed for use with your Verizon Hub are compatible. You can continue to use the existing phones in your home, provided you keep a separate phone number for them (accessed through your existing phone jacks).Back to top
What is the range (GHz) for the Verizon Hub handset?
Verizon Hub is built with DECT (Digital Enhanced Cordless Telecommunications) technology, which operates at 1.9 GHz and an operable range of 50m (approx. 164 feet) indoors. Your actual experience will depend on the density of the structure in which the phone is used.Back to top
There is a “Place handset in cradle facing outward to activate” message on my Verizon Hub handset. What does this mean?
Before the handset can be used, it must be activated to work with the Verizon Hub base unit. You are receiving this message because you need to activate the handset. Please follow the steps provided on the handset screen to complete handset activation.Back to top
Why does my Verizon Hub handset beep when another handset picks up?
This is by design to let you know another handset has picked up on the line.Back to top
Updates, Security, and Technical Considerations
What kind of software do I need to run Verizon Hub?
No, extra software is needed. Just connect Verizon Hub to your high-speed Internet connection via your modem or router, and you’re ready to go!Back to top
How does Verizon Hub stay up to date?
Verizon Hub always has the most current version of software because updates are automatically downloaded as they are released.Back to top
Can my Verizon Hub get viruses?
Because Verizon directly controls all of the programs and screens on Verizon Hub, you don’t have to worry about it getting a virus. Your Verizon Hub connects through Verizon servers, so all of the information is secure.Back to top
Do I need a router to use Digital Voice?
Yes, a router allows your computer and your Digital Voice phone service to connect to the Internet simultaneously. You can surf the web on your computer and make phone calls at the same time.Back to top
Are there specific Routers that are compatible with the Verizon Hub with Digital Voice service?
The Verizon Hub with Digital Voice is compatible with many routers from various manufacturers, but may not be compatible with the Linksys WRT610N. This may have an effect on the audio quality of your calls. If you already own a router, please visit Verizon Hub Device Support if you are unable to make calls with your Verizon Hub after following the connection instructions in the Verizon Hub Let's Get Started Guide.Back to top
Will Verizon Hub with Digital Voice work on every phone jack in my house?
No, Digital Voice does not use traditional phone jacks. It works only with the Verizon Hub via Verizon FiOS, Verizon High Speed Internet, or another provider’s DSL service or cable modem.Back to top
Will my monitored home security system work with Digital Voice?
No, Digital Voice will not support traditional home security remote monitoring systems. Ask your home security provider whether they offer wireless remote monitoring.Back to top
Does Digital Voice support satellite TV or DVR (e.g. TiVo) service?
Digital Voice can work with these services. Satellite TV and DVR users may require a wireline connection to initialize those services. Satellite TV users may also experience trouble ordering "Pay Per View" content. We recommend you contact your provider for any special updates or direction offered when using a VoIP phone service.Back to top
Messages, Photos, and Videos
How much does it cost to send or receive text or multimedia messages with Verizon Hub?
There is no extra charge. Sending and receiving messages between your Verizon Hub and Verizon Wireless mobile numbers are included in the monthly service charge.Back to top
Can I send messages to non-Verizon Wireless customers with Verizon Hub?
No, only messages to or from other Verizon Wireless numbers are supported. If messages are sent to or received from a non-Verizon Wireless number, they will not be delivered.Back to top
Can I store pictures from multimedia messages in my Verizon Hub album?
Yes, you can place the attachment in your photo album, display it in digital photo frame mode, or use it as a background image or screensaver.Back to top
How do I upload photos to my Verizon Hub?
Sign into My Verizon and go to the My Verizon Hub section.Back to top
Power Outages and Service Interruptions
What happens if the power goes out? Is any information in my Verizon Hub lost?
In the event of a power outage, a failed device, or turning the device off, you will not lose any data unless you were in the process of saving updates. All information is stored on the Verizon Hub servers. When power is restored, your Verizon Hub will power back up to the home screen with all information intact.Back to top
If I lose power, will I still be able to use my Digital Voice service?
No, a power or broadband service outage will prevent ALL service from working, including the ability to dial 911 and receive emergency response.
However, you have the option of selecting a backup number, so calls will be forwarded to a cell phone or another number in case of a power or broadband outage. You can add a backup number in the Settings section of your Verizon Hub, or within My Verizon.Back to top
Search, Maps, and Directions
How do I use Internet Directories Lookup with Verizon Hub?
To look up Directories information from your Verizon Hub:
- Press "Menu."
- Select "Directories."
Can I transfer driving directions from my Verizon Hub to my wireless phone?
If you have VZ NavigatorSM on your Verizon Wireless phone, the address can be sent to your phone for turn-by-turn directions. If you do not have VZ Navigator, you will receive a text message with the address.Back to top
Is there an additional charge to use VZ NavigatorSM on my Verizon Hub?
No, this feature is currently included in the monthly service charge. The ability to send an address from your Verizon Hub to a wireless device is free. However, there is a monthly service charge for using VZ Navigator on your wireless device for turn-by-turn directions. Standard text messaging rates apply for the receiving party, based on his/her Verizon Wireless messaging plan.Back to top
What metropolitans areas are available for viewing Traffic reports with Verizon Hub?
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Albany East Los Angeles Orlando Atlanta Orange County Philadelphia Austin San Bernardino / Riverside Phoenix Baltimore San Fernando / Ventura County Pittsburgh Boston West and Central Los Angeles Sacramento Chicago Miami Salt Lake City Cincinnati Milwaukee San Diego Dallas / Ft. Worth Minneapolis / St. Paul San Francisco Denver Five Boroughs within New York City Seattle Detroit Long Island St. Louis Houston Northern New Jersey Tampa Indianapolis Northern New York City Suburbs Washington D.C. Las Vegas
I have Chaperone® service on my Verizon Hub, but I don't see reference to the Chaperone service online. Is Chaperone the same service as Family Locator?Back to top
How much does Chaperone® cost to use on my Verizon Hub?
Access to Chaperone service via your Verizon Hub is free of charge, much like using the Chaperone website or Chaperone Parent mobile service. However, a monthly subscription is required to use Chaperone on your Verizon Wireless cell phone.
To get Chaperone service added to your account, visit a Verizon Wireless store or call (800) 2-JOIN-IN (256-4646).Back to top
How does Chaperone® work on my Verizon Hub?
Similar to the Chaperone website experience, you can log in, view your Chaperone Child devices, and locate them. When located, the Chaperone Child device location information will display on a map on your Verizon Hub screen.Back to top
Managing Your Verizon Hub Online
How do I register to manage my Verizon Hub online?
Registering is quick and easy. To get started:
- Go to Verizon Wireless.
- Enter your Wireless Phone number – Select the "Register" button.
- Set up your My Verizon profile.
- Create a password.
Can I manage my Verizon Hub from any computer?
- Windows® - Internet Explorer® 6.0 or above; Netscape® 7.2 or above, Safari 3.0, Firefox 2.0 (only)
- Mac® - Safari 3.0, Netscape 7.2, Firefox 2.0 (only)
911 Emergency Response Service
How does Digital Voice 911 Emergency Response Service work?
Verizon Hub’s 911 service operates differently from traditional wireline 911 service. For correct emergency call routing, you MUST provide Verizon Wireless with the phone number and service address of the physical location where you are using your Verizon Hub service.
In most areas of the country, Verizon Hub will provide you with Enhanced 911 (E911) service. With E911 service, Verizon Hub will automatically route your call to the appropriate emergency response center and provide the emergency operator with your Verizon Hub phone number and address. In the limited number of areas where Verizon Hub is authorized to provide service but cannot provide E911 service, we will provide you with Basic 911 service. With Basic 911 service, your 911 call will be routed to the appropriate emergency response center, but the center will not automatically receive your Verizon Hub phone number and address. Regardless of which service is provided, you must be prepared to provide the emergency service operator with your phone number and location.
Please note that if you have Call Forwarding, Do Not Disturb, Simultaneous Ring, Schedule Call Forwarding or Schedule Do Not Disturb features enabled when you dial 911, and your call is interrupted, the emergency dispatcher may not be able to call you back at the phone from which you dialed.
If for any reason your Verizon Hub service is not available, you will not be able to make 911 calls. For instance, your Verizon Hub service will not work during a power outage or a broadband outage. You should have an alternative means of accessing 911 services from your home, such as a cell phone or traditional landline.Back to top
Using Your Digital Voice Service
How do I make local and domestic long distance calls with my Digital Voice service?
To place a U.S. domestic or Canadian call, simply dial the area code plus the seven-digit phone number of the person you are calling.Back to top
How do I place international calls with my Digital Voice service?
To place an International call:
- Dial 011 + the Country Code + the Telephone Number of the person you are calling.
The following Caribbean and other neighboring U.S. destinations do not require you to dial 011 when placing an International call:
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American Samoa Cayman Islands Northern Mariana Islands Anguilla Dominica Puerto Rico Antigua Dominican Republic St. Kitts and Nevis Bahamas Grenada St. Vincent and the Grenadines Barbados Guam Trinidad and Tobago Barbuda Jaimaica
Turks and Caicos Islands
Bermuda Montserrat British Virgin Islands Canada
How do I find out more about making international calls with my Digital Voice service?
Please review the complete list of international countries and their calling rates.Back to top
My Verizon Hub handset does not power up. What’s wrong?
There are two possible scenarios:
- The handset battery may not be properly connected. Remove the cover from the back of the handset to verify that the plugs are properly connected to the battery.
- The handset battery may not be fully charged. We recommend charging the handset for a minimum of 2 hours prior to using it for the first time.
What do I do if I have no dial tone with my Verizon Hub?
In the following order:
- Turn OFF your Verizon Hub, router, and cable/DSL modem.
- Wait for 15 seconds.
- Turn ON your modem.
- Turn ON your router and then your Verizon Hub.
What if my calls are being routed directly to voice mail with my Verizon Hub?
First, check to ensure that your Verizon Hub phone has a dial tone. Then, go to My Verizon and check to see if any of the following features have been enabled, which would send calls directly to voice mail:
- Call Forwarding
- Simultaneous Ring
- Do Not Disturb
If the problem persists, please contact customer support at (800) 922-0204.Back to top
What happens to Digital Voice if my broadband service is down?
If your broadband service is down, Digital Voice will not work. Call your broadband service provider directly for customer support. Verizon Wireless does not take responsibility for telephone service interruptions that are due to problems with your broadband service provider.Back to top
My Verizon Hub seems to slow down my broadband connection. What can I do about this?
A Digital Voice call takes up only a small amount of bandwidth. With high-speed broadband connections, a Digital Voice call should not cause any slow down in your Internet activity. You may want to ask your broadband service provider if there are speed upgrades available. Some providers offer speed upgrades for free or at a nominal cost.Back to top
Why am I getting a fast busy signal on outbound calls with my Verizon Hub?
If you’re experiencing a fast busy signal for only one phone number, please try your call again, or check with the person you are trying to reach to see if they have anonymous call block activated. You might also try the following:
- Check your account to make sure you do not have Caller ID Block on.
- Verify that you can reach that number from another phone, such as a cell phone.
- If you continue to have problems, please contact customer support at (800) 922-0204.
I use Verizon Hub. Why are my friends getting a fast busy signal when they try to call me?
If the people calling you are hearing a fast busy signal, check your account status online, or contact customer support at (800) 922-0204. You might also try the following:
- Check your account to make sure you do not have Anonymous Call Block on.
- If only one caller is having this issue when trying to reach you, have that person contact their telephone service provider.
- If you continue to have problems, please contact customer support at (800) 922-0204.
How do I configure my Verizon Hub equipment if I have a static IP address?
In the rare instance that your broadband provider has issued you a static IP address (an IP address that never changes), we will need to assist you with the Verizon Hub installation. Please contact customer support at (800) 922-0204.Back to top
What do I do if I hear noise, static, or an echo on my calls with Verizon Hub?
You can check the following:
- Make sure there is not a wireless router, halogen light or microwave within several feet of your Verizon Hub, as these may cause interference.
- If the other party is on speakerphone, ask them to reduce the volume on their speakerphone or use the handset.
When I place calls with my Verizon Hub, I hear a message that says, “Your call can not be completed as dialed.” What should I do?
Make sure that you are using 10-digit dialing (area code + phone number).
For International calls, verify that you do not have international calls blocked within My Verizon, and remember to use 011 + the country code + the phone number of the person you are calling.
If you are still having problems, please contact customer support at (800) 922-0204.Back to top
If I forget my Verizon Hub’s Voice Mail password, how can I get it reset?
You can press *611 from your Verizon Hub or call (800) 922-0204 and a representative will reset your password.Back to top
What is Verizon Relay?
Verizon Relay is a feature that lets you receive your Text and Multimedia Messages on your Verizon Hub from a Verizon Wireless cell phone in a fun and interesting format.
Simply add Verizon Wireless customers who are friends or family as Verizon Relay Members, and their messages will appear on your Verizon Hub. Once you add Members, their messages will appear within the Tiles tab. They’re arranged on the screen much like they would appear on a bulletin board. Members can be added from your Contacts or manually.Back to top
Can I add anyone as a Verizon Relay Member?
You can add anyone from your Contacts, or add them manually, but they must be Verizon Wireless customers.Back to top