Select Your Device
Samsung Galaxy S® 5
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Verizon 4G LTE USB Modem UML295
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Apple® iPad®
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Verizon Wireless USB760 Modem
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Dell™ Vostro™ V13 Laptop
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LG Chocolate® 3
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Blackberry Classic Non Camera
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HP® Pavilion dm1-3010nr Notebook
LG VX5300
DROID Eris by HTC
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Motorola W315
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Verizon Wireless V740 ExpressCard
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Samsung SCH-u540
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Samsung SCH-a870
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LG Migosm
LG VX3200
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LG VX3300
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Sharp KIN™ TWOm
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Nokia 6205
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Nokia 3589i
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SCH-u410 Prepaid
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Samsung i700 Pocket PC
Samsung Gem™
HTC Apache XV6700
LG Chocolate®
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Samsung SCH-u620
Verizon Wireless AirCard® 595
LG VX3100
Nokia 6015i Prepaid
LG V
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BlackBerry® 7250
Pantech PN-210
Nokia 6315i
Verizon Wireless XV6600 without Camera
Kyocera KWC 2325 Prepaid
Sharp KIN™ ONEm
Samsung SCH-i760
HTC Touch Pro™
Samsung Sway™
LG VX3450
LG VX7000
Samsung N150 Netbook
Compaq® Mini CQ10-688nr Netbook
Kyocera KWC 2325
Nokia 6215i
Motorola MOTOSLVR L7C
LG VENUS™
Sierra Wireless AirCard® 580
Samsung i600 Smartphone
Kyocera KX414
Motorola E815
Motorola MOTO Q™ music 9m
Sharp KIN™ TWO
Samsung SCH-a670
BlackBerry® 7750
Verizon Wireless G'zOne Type-S Push to Talk without Camera
Verizon Wireless Blitz® Prepaid
LG VX4700
LG Decoy®
Verizon Wireless PN-300
Samsung SCH-a630
Nokia 2366i
LG VX4400B
Samsung SCH-a310
Motorola V276
Motorola Rapture™ VU30
Nokia 6256i
Motorola Krave™ ZN4
Motorola MOTORIZR Z6tv
Samsung Saga™
Motorola V710
Samsung SCH-a795
Verizon XU870 Global ExpressCard®
Motorola MOTORAZR maxx Ve
Nokia 2705 Shade™
Verizon Wireless CDM 7075
Motorola MOTO™ Z6cx World Edition without Camera
Motorola V276 Prepaid
Kyocera KPC650
Kyocera KX1v
LG VX10
Samsung SCH-n330
HP® Mini 110-1046NR Netbook
Nokia 2605 Mirage
Motorola V325xi
LG VX4600
Kyocera SE47
Motorola C333
Samsung SCH-a610
Verizon Wireless V620
Kyocera KX2
Motorola V265
Motorola T300p
Kyocera K404
Nokia 6305i
Samsung SCH-a790
LG VX2000
Motorola V60p
Verizon KPC680 ExpressCard®
Motorola C343
Verizon Wireless V640
Samsung SCH-a990
Nokia 2128i
HP® Pavilion dm1-2010nr Entertainment Notebook
Motorola T730
Nexus 6™
Samsung SCH-a530
Nokia 2285
Motorola V120e
Sierra Wireless AirCard® 555D
HTC Merge®
Kyocera KX444
Nokia 6236i
Samsung SCH-i730
LG VX8000
Samsung SCH-a890
Verizon Wireless U630 PC Card
Samsung SCH-a970
Samsung SCH-i830
Motorola V65p

Troubleshooting FAQs

[FAQs]

Device
  1. I got my device wet. What should I do?

    Unfortunately, devices damaged by liquid aren't covered by your manufacturer’s warranty. For information on replacing a damaged device, visit:



  2. I hear static on my phone. What should I do?
    If you're hearing static:

    1. 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.

    2. Next check your bars of signal strength. 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 different phone.


  3. I'm hearing a fast busy signal when I make a call. What's happening?
    If you're getting a fast busy signal, there are several things that may be causing the problem.

    Try to power cycle your phone:

    1. Remove the battery while the phone is on, leaving it off for about three seconds.

    2. Put the battery back on.

    3. Turn the phone on.

    4. Attempt to make your call again.

    You may need to update the software of your phone by dialing *228. 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 different phone at (800) 922-0204.


  4. Why is my roaming indicator on when I'm not roaming?
    If you're not in a Verizon Wireless service area, or your signal is being picked up by another cell site, a roaming indicator may show on your device's display. If you know that you're in a Verizon Wireless service area, the next step is to ensure that your device is set to the correct System Select.

    To check your device’s System Select:

    1. Go in to your device's settings and find the section where you can change the System Select.

    2. Scroll through and you will see System Select “A,” “B,” or “Home Only.”

    3. Change this setting to ensure your device is set to System Select “B.”

      Note: Selecting the "Home" or "Home Only" will disable your ability to roam and your device will only work in your local home area.

    If you still need assistance, please call us at (800) 922-0204 from a different device.


  5. Why won't my device turn on?
    In many cases, it's the result of the battery either not holding a charge, or the charger may not be connecting properly to the battery. Try charging your device.

    If it won't charge or turn on, please call us at (800) 922-0204 from a different phone.


  6. Why does my device keep beeping?

    There are several reasons your device may be beeping:

    • Beeps often indicate that your battery is getting weak. Try charging the battery.

    • You may also have a text or voice mail message you haven't checked yet.

    • Check your device for service alerts. Several devices 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 to the sound settings of your device, and ensure service alerts are turned off.

    If this issue continues, please call us from a different device at (800) 922-0204.



  7. Why does my device keep shutting off?
    When your device unexpectedly shuts off, it normally indicates that your battery isn't charged. Check the battery life on your device; if it's low, charge your device.

    If your battery isn't low, please call us at (800) 922-0204 from a different phone so we may assist you.


  8. What does "No Service" mean when it appears on my device's screen?
    The NO SVC or NS (No Service) light will always appear on your display when you first turn on your device. It generally takes a few seconds for your device 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's difficult to pick up a signal (for example, a deep valley or the basement of a large building). You may also be in an area outside the Verizon Wireless network.

    If you're certain you are within a Verizon Wireless service area when you move outdoors and conditions for reception are good, try to power cycle your device:

    1. Remove the battery while the phone is on, leaving it off for about three seconds.

    2. Put the battery back on.

    3. Turn the device on.

    You may need to update the software of your phone by dialing *228. 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 different device at (800) 922-0204.


  9. Why can I make calls but not receive calls?

    If you're having problems receiving calls but you can make calls, there are four things to look for:

    1. Ensure your phone is turned on.
    2. Check that the NO SVC indicator is not on. If it’s on, you're 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 being forwarded to another number:
    • Dial *920 to ensure No-Answer-Transfer Call Forwarding is off.
    • Dial *720 to ensure Immediate Call Forwarding is off.

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



  10. Why do I get a recorded message every time I make a call?
    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 different phone. We'll decipher the message and help you resolve the issue.


  11. Why can't I make or receive calls?

    There are four things you can do to try to solve the problem.

    a. Make sure you’re receiving a good signal.

    b. Make sure the “No Service” indicator isn’t displayed on your phone.

    c. If you're receiving a good signal and service, try to power cycle your phone by removing the battery while the phone is on, leaving it out for about three seconds. Put the battery back in, turn the phone on and attempt to make a call again.

    d. Update the software of your phone by dialing *228. When prompted by the operator, select option 2 to update your PRL (Preferred Roaming List).

    If none of these steps resolves the issue, please call us from a phone that's not experiencing problems at (800) 922-0204.



  12. 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
    • Receiving interference with building structures or other electronic devices
    • An issue with your phone

    If the dropped calls continue, please call us at (800) 922-0204 so we can help identify the issue.



  13. Why can't I make a call when I'm inside a building?

    Typically when a mobile phone won't place a call while inside a home or building, it's 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 materials. 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 different phone.



  14. Why is there no coverage in my home area?

    It's 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 at (800) 922-0204 from a landline so we can assist you with your service.



  15. Why do I hear feedback or an echo while on a call?
    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.


  16. Who do I contact if my device malfunctions while under warranty?
    If your device malfunctions after 14 days, but within the first year after purchase, please call us at (800) 922-0204 from a different phone. We'll diagnose the issue with you right over the phone. If we can't address the problem while you're on the line and the problem is caused by a manufacturing defect, we'll send you a refurbished replacement device (either a like unit or one of comparable quality).

    If your one-year warranty has expired, visit the Device Replacement Program information page for other replacement options.


  17. My device is broken and it is a long time before my upgrade eligibility date. What can I do?
    If your device is broken and you're not eligible for an upgrade, you can use our Certified Pre-Owned Replacement program. This program offers a replacement option if you're not enrolled in Total Equipment Coverage, Wireless Phone Protection and / or Extended Warranty.


  18. Why is my Ringback Tone not playing when someone calls my mobile phone?

    When your Ringback Tone isn’t playing, it's generally because no song has been assigned as your default Ringback Tone after signing up for the service.

    To learn how to assign a Ringback Tone, refer to our Verizon Tones How to Use Guide.

    You can also assign Ringback Tones by day of week, time of day or for individual contacts. You can learn how to do all of this through the How to Use Guide.



  19. Why can't I send or receive a text, picture or video message?

    There are several reasons you may not be able to send a text, picture or video message.

    Try to power cycle your phone:

    1. Remove the battery while the phone is on.
    2. Leave the battery off for about three seconds.
    3. Put the battery back in and turn the phone on.
    4. Attempt to send your message again.

    If you're still having problems, please call us at (800) 922-0204 so we may assist you.

    For more FAQs regarding text messaging, go to our Text Messaging FAQs for help.



  20. Why can't I unlock my phone?

    The most common reason for being locked out is picking up someone else’s phone. If you're sure you have the right phone, here are two other possible causes:

    • The incorrect unlock code was entered. Re-enter the unlock code.

    • The phone is frozen. Perform a soft reset by first pressing and holding the power button. If this does not work, try removing and re-inserting the battery (if your phone has a removable battery).


    If you're still unable to unlock your phone, please call Customer Service at (800) 922-0204.



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