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Suspend Service FAQs

[FAQs]

General Information
  1. What is the suspend service option in My Verizon, and why would I use it?

    When you suspend a line of service, the line will be temporarily disabled from use.

    There are three types of service suspensions:

    • Lost/Stolen Suspension – If your device is lost or stolen, you should suspend your service to help protect against unauthorized use.
    • Military Suspension – You can suspend your service for a period of time if you, or a family member, have been called into active military service.
    • Other Suspension – You can suspend your service temporarily if you won't be using your device for a long period of time (e.g., going on a vacation, illness, etc.).


  2. Is there a charge to suspend or reconnect my service?

    No, there s no charge to suspend service or reconnect service when using My Verizon or My Verizon Mobile.



  3. I suspended my service because my device was lost or stolen. Will I continue to be billed while my service is suspended?

    This depends on whether you choose to suspend service with billing or without billing:

    • Suspended with billing You'll be billed for all services and features during the suspension period. However, your contract and upgrade eligibility dates won t be impacted. If you subscribe to Equipment Protection, coverage continues throughout the suspension period. This includes Asurion Wireless Phone Protection (WPP), Total Equipment Coverage (TEC), Total Mobile Protection (TMP), and Extended Warranty (EW).

    • Suspended without billing You won't incur voice, data or feature charges while your service is suspended*. Monthly Verizon Edge payments will continue under your Verizon Edge contract. If you choose this option, your contract and upgrade eligibility dates will be extended for however long your line is suspended. If you subscribe to Equipment Protection, coverage continues throughout the suspension period. This includes Asurion Wireless Phone Protection (WPP), Total Equipment Coverage (TEC), Total Mobile Protection (TMP), and Extended Warranty (EW).


    *If you have a monthly service subscription through Media Center, charges will continue to be billed during the suspension period unless you cancel the subscription. If you cancel the subscription and re-download the application at a later time, the download fees are NOT reimbursable.



  4. Can I change my plan while my service is suspended?
    Yes, you’re able to make changes to your plan in My Verizon, even while your service is suspended.


  5. How can I reconnect service on my device?
    You can reconnect service on your line online through My Verizon or My Verizon Mobile, by visiting the Suspend/Reconnect Service page.

    Visit our Reconnect Service FAQs for information on reconnecting service.


  6. Can I suspend my mobile service online if I have a pending order on my account?
    No, if you currently have a pending order on your account, you won’t be able to suspend your mobile service online until the pending order is complete. Learn more at our Pending Orders Information page.

    Note: An Account Owner or Account Manager can request a pending order to be removed from an account by calling Customer Service at (800) 922-0204. Learn more about account access roles. If a pending order is removed, then it’s canceled and the order will have to be placed again.


Lost/Stolen Suspension
  1. What is a Lost/Stolen Suspension?
    If your device is stolen or temporarily lost, you can temporarily suspend the service to prevent unauthorized usage and charges on your account.


  2. My phone has been lost or stolen. How do I suspend my service?
    If your device has been lost or stolen, you can suspend your service online to prevent unauthorized use:
    1. Go to the Suspend/Reconnect Service page in My Verizon.

    2. Select the reason you're suspending service:
      • Lost/Stolen
      • Other
      • Military
    3. Select the billing option you prefer (e.g., continue billing or stop billing during the suspension).

    4. Note: If you choose to stop billing, then your contract and upgrade eligibility dates will be extended for as long as the line is suspended.

    5. Follow the prompts to suspend your service.

    Once complete, the confirmation page will display, indicating you’ve successfully suspended service.

    You can also suspend service by calling Customer Service.

    Note: After suspending your service, refer to our Device Replacement Program page for more information about replacement options for your lost or stolen device.


  3. Are my contract and upgrade dates affected if I suspend my service because my device was lost or stolen?
    If you suspend your service with billing, your contract and upgrade eligibility dates won’t be impacted.

    If you choose to stop billing during your suspension, your contract and upgrade eligibility dates will be extended for however long your line is suspended.


  4. If I suspend service because my device was lost or stolen, will my device be usable?
    Upon completing the suspend service request, the connection to our network from the device will be blocked. The device will also be prevented from being activated on any Verizon Wireless account.

    However, suspending service won’t affect someone's ability to access the content and apps on the device, especially if the device wasn’t protected with a password. Also, if the device has Wi-Fi capability, that capability will still be available.

    Refer to our Device Replacement Program page for possible options to remotely locate and/or protect the information on your lost/stolen device.


  5. Can Verizon help track down my lost device?
    No, we don’t provide assistance finding a lost device.

    If you’ve installed Verizon Protection or a similar phone-finding tool, you may be able to use that tool to help locate your device. Refer to our Device Replacement Program page for other possible options for remotely locating your device.

    If you believe your device may have been stolen, for your safety, do not attempt to locate the device. Instead, contact the police to report the theft.


  6. How do I file an insurance claim for a lost or stolen device?
    If you're enrolled in Total Mobile Protection, Total Equipment Coverage or Asurion Wireless Phone Protection, you can file an insurance claim directly with Asurion:
        • Online – Visit the Asurion Website
        • By phone – Call Asurion Customer Service at (888) 881-2622

    Refer to our Equipment Protection FAQs for more information.

    If you don't have insurance, go to our Device Replacement Program page for more replacement options.


  7. What should I do if I find my lost device after suspending service?
    If you find your lost device, you can reconnect your service by going to the Suspend/Reconnect Service page in My Verizon or My Verizon Mobile. You can also call Customer Service.

    Reconnecting your service will remove the blocks that prevented your device from being activated on a Verizon Wireless account, and reconnect network services to the device.

    For more information on reconnecting service, go to our Reconnecting Service FAQs.


Military Suspension
  1. What is a suspension for military service?
    The Federal Servicemembers Civil Relief Act (SCRA) and some state laws provide certain protection to servicemembers.

    If you receive orders to relocate to a location where Verizon Wireless service is unavailable, you can terminate your service with Verizon Wireless without paying an Early Termination Fee (ETF).

    Note: Verizon Wireless offers discounts to military personnel and veterans through its Military and Veterans Discount Program.


  2. How do I suspend or terminate service due to my military deployment?
    If you, or a family member on your account, have received orders to relocate for 90 days or more to an area where Verizon Wireless doesn’t provide coverage and you need to suspend your service, please contact us:

    Please be prepared to provide information from your orders, including where you’ll be stationed and the name and rank of your Commanding Officer.

    We thank you for your service.


  3. If I suspend service for military purposes, how long will my service be suspended and my mobile telephone number available to me?
    When suspending service for military reasons, your service can be suspended for up to 3 years and 90 days. Your mobile number will also remain available to you during this time, so you can reconnect your service on the same number.

    After this time period, the line of service will automatically be disconnected and the mobile number will no longer be reserved for you.


  4. Will I continue to be billed while my service is suspended for a military deployment?
    No, all billing for service and features will be stopped while your account is suspended. This includes billing for your Verizon Edge contract.

    Note: You may receive a partial bill for the duration of the month that your line was active prior to the military suspension.


  5. Are my contract and upgrade eligibility dates affected if I suspend my service for a military deployment?
    No, your contract and upgrade eligibility dates won’t be extended for the time your line is suspended for military reasons.


Other Voluntary Suspension
  1. What is the “Other” service suspension option in My Verizon?
    If you’d like to temporarily suspend your service for reasons other than a lost/stolen device or for military purposes, you can select the “Other” option on the Suspend/Reconnect Service page in My Verizon.

    Other reasons for suspending service include:
                  • Traveling temporarily to a location where Verizon Wireless doesn’t provide service
                  • Illness or hospitalization
                  • Ensure you aren't billed before the gift is received when you purchase Verizon service as a gift


  2. How do I temporarily suspend my service because of travel, illness or other reasons?
    To suspend your service temporarily for any reason other than a lost/stolen device or military service:
    1. Go to the Suspend/Reconnect Service page in My Verizon.

    2. Select Other.

    3. Select the billing option you prefer (e.g., continue billing or stop billing during the suspension).

    4. Note: If you choose to stop billing, your contract and eligibility dates will be extended for as long as the line is extended.

    5. Follow the prompts to suspend your service.

    Once complete, the confirmation page will display, indicating you’ve successfully suspended service.


  3. Will I continue to be billed while my service is suspended for the “Other” reason?
    This depends on whether you choose to suspend service with billing or without billing:
    • Suspended with billing – You'll be billed for all services and features during the suspension period. However, your contract and upgrade eligibility dates won’t be impacted.
    • Suspended without billing – You won't incur voice, data or feature charges while your service is suspended. Monthly Verizon Edge payments will continue under your Verizon Edge contract. If you choose this option, your contract and upgrade eligibility dates will be extended for however long your line is suspended.


  4. Are my contract and upgrade dates affected if I suspend my service for the “Other” reason?
    If you suspend your service with billing, your contract and upgrade eligibility dates won’t be impacted. If you elect to stop billing during your suspension, your contract and upgrade eligibility dates will be extended for however long your line is suspended.


  5. If I suspend my service for the “Other” reason, how long is the suspension period?
    When selecting “Other” as your reason for suspending your service, your line will remain suspended for up to 90 days. For each line of your account, you can only suspend your service for up to 180 days in a 365-day period.

    If you choose to suspend service without billing, then your billing will automatically resume at the same time that service resumes.


  6. I’ve suspended my service for the “Other” reason. Can I change the automatic reconnect date from the default 90-day period?
    No, but you can reconnect your service at any time before the 90-day auto-reconnect date by going to the Suspend/Reconnect Service page in My Verizon or My Verizon Mobile.

    For more information on reconnecting service, go to our Reconnecting Service FAQs.


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