Answers to Frequently Asked Questions

Troubleshooting

Phone or Device
  1. I got my phone wet, what should I do?
  2. I hear static on my phone, what should I do?
  3. I am hearing a fast busy signal when I make a call, what is happening?
  4. Why is my roaming indicator on but I am not roaming?
  5. Why does my phone not power on?
  6. Why does my phone keep beeping?
  7. Why does my phone keep shutting off?
  8. What does "No Service" mean on the phone screen?
  9. Why can I make calls but not receive calls?
  10. I get a recorded message every time I make a call, why?
  11. Why can I not make or receive calls?
  12. Why are my calls being dropped in the middle of a conversation?
  13. Why can't I make a call when I am inside a building?
  14. Why is there no service in my home area?
  15. Why do I hear feedback or echo on my phone?
  16. What if I am unable to receive Text or Multimedia Messages from an Apple® Device?
Calling Features
  1. I am having problems with Call Forwarding.
  2. How does Caller ID Blocking work?
  3. I am having trouble making International calls.
Data Support
  1. How can I access the Media Store website?
  2. Why is my Ringback Tone not playing when someone calls my phone?
  3. Why can't I send or receive Text or Picture/Video Messages?
Phone or Device
  1. 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. Go to the My Business Account tab in the upper left-hand corner.
    2. Click on the Upgrade Phone link in the "Shop VZW" section.
    3. Enter your wireless number and click Continue.
    4. Click on the Show Upgrade Discounts button to view the online store.

    Note: If you do not see the "Shop VZW" section, contact your company's wireless program manager.

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  2. 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.

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  3. 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.

    1. 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.
    2. 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.

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  4. 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 "." 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.

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  6. 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.

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  7. 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.

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  8. 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.

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  9. 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.

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  10. 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.

    1. *920 to ensure No-Answer-Transfer Call Forwarding is off
    2. *720 to ensure Immediate Call Forwarding is off
    3. *900 to ensure Call Forward Busy is off

    If this issue continues please call us at (800) 922-0204 from a landline phone.

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  11. 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.

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  12. 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.

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  13. 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.

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  14. 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.

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  15. 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.

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  16. 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.

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  17. What if I am Unable to Receive Text or Multimedia Messages from an Apple® Device?
    If you’ve switched from an Apple device (e.g., iPhone®, iPad®, etc.) to a non-Apple device (e.g., Android™, BlackBerry®, etc.) and previously used iMessage®, you may experience issues receiving text and multimedia (i.e., picture and video) messages from Apple device users.

    Turn Off iMessage

    If you still have your Apple device, your should turn off iMessage:

    1. Tap Settings.
    2. Tap Messages.
    3. If the indicator next to the iMessage switch is green, tap the switch next to iMessage to turn it off.

      Note: When the feature is off, the switch should be all white or say OFF.

    If you can't deactivate iMessage after you perform the steps above or you can't access your iPhone, please contact Apple Support.

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Calling Features
  1. 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.

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  2. 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.

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  3. I am having trouble making International calls.
    Please view our International Services FAQs page for help. If you need further assistance, call your Verizon Wireless representative.

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Data Support
  1. How can I access the Media Store website?
    To access the Media Store website, type www.verizonwireless.com/mediastore in your browser address bar. This site enables you to browse and purchase ringtones, Ringback Tones, MP3s, games, apps and wallpapers. You can also manage your Ringback Tones from this site.

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  2. Why is my Ringback Tone not playing when someone calls my phone?
    When your Ringback Tone isn't playing, it is generally because the song hasn't been assigned to play after signing up for the service.

    To assign your Ringback Tone, sign in to the Ringback Tone Manager and drag the desired Ringback Tone or Ringback Tones Jukebox to the "My Default" box. You can also assign individual tones or jukeboxes to play by day of week, or for specific contacts.

    If you need further assistance, please call us at (800) 922-0204 so we may assist you.

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  3. Why can't I send or receive Text or Picture/Video 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 in, 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 FAQ for help.

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