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Devices FAQs
  1. What do I do if my mobile device 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:

    Suspend your service online:

    1. In My Verizon, go to the Suspend / Reconnect Service page in My Verizon.

    2. Follow the prompts to suspend service.

    Suspend your service over the phone:

    1. Dial (800) 922-0204 from any phone.

    2. Follow the prompts to suspend service using our Interactive Voice Response (IVR) system.

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  2. What if my bill shows unauthorized charges due to a lost or stolen device?

    If your bill shows charges to your device after the loss but before you reported it and you want a credit for those charges, we'll investigate your account activity. You don't have to pay the charges in question while they're being investigated.


    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 device, whichever comes first.

    You may need to provide further information regarding the theft or loss if we ask for it.

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  3. 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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  4. 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'll try to resolve any dispute regarding unauthorized charges within 30 days. You're not required to pay the disputed amount while our investigation is pending.

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  5. I don't have Equipment Protection. How can I replace my lost, stolen or damaged device?

    If you experience a lost, stolen or damaged device, you 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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  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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  1. How do I upgrade my device?

    You can upgrade your device online through My Verizon.

    1. Go to the Upgrade Your Device page in My Verizon.
    2. Choose the mobile number you want to upgrade.
    3. Select a new device.
    4. Choose accessories (if applicable).
    5. Preview the order.
    6. Checkout (enter shipping and payment information).

     

    Note: Pricing may vary based on the date you last received a discount on new equipment.

    A $30 upgrade fee applies whenever you purchase a new device at a discount, with a contract extension, to replace an old device. This fee is in addition to the cost of the new device. It does not apply when a new device is purchased at the full retail price.

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  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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  1. How do I change my mobile number?

    To change your mobile number online:

    1. Go to the Change Mobile Number page in My Verizon.

    2. If you have multiple lines on your account, select the mobile number you want to change.

    3. Select one of the following options:

      • Get a new number from the same city/state as my existing number

        1. Select an area code and exchange from the dropdown menu.
        2. Click Next.

      • Get a new number in a different city/state

        1. Enter the ZIP Code or the city and state for the new number.
        2. Click Continue.
        3. Select an area code and exchange from the dropdown menu and click Next.

      • Port existing number

        1. Enter the required account and billing information and click Next.

    4. Select a date for the changes to go into effect and click Next.

    5. Review your request and click Submit.

    You’ve successfully changed your mobile number.

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  2. How do I activate my device?

    You can activate your device online through My Verizon..

    1. Go to the My Verizon Home page.

    2. Click Activate or Switch Device under the “I Want To…” section.

    3. Select which mobile 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 Submit.

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  3. How do I transfer my contacts to another device?

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

    Note: Your device must be compatible with Backup Assistant Plus 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. It's 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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