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Verizon SureResponse® FAQs

Retirement of Verizon SureReponse Service
  1. When is the Verizon SureResponse service being retired?

    During the month of November 2016, we'll be discontinuing our Verizon SureResponse service. In the coming weeks, we'll inform you of the exact date that your service will be discontinued. No early termination fee will be charged. If you're still interested in the type of service that SureResponse provides, you may want to consider the Numerex myShield™. Please contact Numerex at 844-get-myshield (844-438-6974), or visit www.numerex.com/myshieldupgrade for more information. We apologize for any inconvenience, and thank you for being a Verizon customer.



  2. Can I still use the Verizon SureReponse device after the service is retired in November 2016?

    No, your SureResponse device won't be usable when the service is cancelled or removed from your account. Your subscription will be automatically removed during the month of November 2016.

    If you're still interested in the type of service that SureResponse provides, you may want to consider the Numerex myShield™. Please contact Numerex at 844-get-myshield (844-438-6974), or visit www.numerex.com/myshieldupgrade for more information.



  3. Do I need to do anything before the SureResponse is retired in November 2016?

    No, you don't need to do anything before the service is retired and automatically removed from your account during the month of November 2016.

    If you're an Account Owner or Account Manager and want to remove the SureResponse service from your account before the service is retired:

    1. Go to the Products & Apps page in My Verizon.
    2. Click the Manage Your Products tab at the top of the page.
    3. Use the line selector to select the line with the SureResponse service you wish to remove.
    4. Scroll to find the SureResponse service you wish to remove, and then click Remove from Account.
    5. Review the changes and bill impacts on the confirmation pop-up, and then click Remove Product to confirm the transaction.

      Note: You can only remove a product from one line at a time. To remove the same product from another line, you can choose that line and repeat steps 4 and 5.

    You've successfully removed the SureResponse service from your account.

    If you're still interested in the type of service that SureResponse provides, you may want to consider the Numerex myShield™. Please contact Numerex at 844-get-myshield (844-438-6974), or visit www.numerex.com/myshieldupgrade for more information.



General Information
  1. What is Verizon SureResponse?

    SureResponse is a mobile Personal Emergency Response System (PERS) that offers peace of mind to you and your family. SureResponse can help you get in touch with a loved one or emergency services virtually 24/7 at the press of button.

    If you already have SureResponse, you can continue to use the service until it's retired in November 2016.

    SureResponse works by automatically connecting you with a Care Agent when you press the Contact button on the SureResponse device. The Care Agent can connect calls to loved ones, caregivers or business listings (e.g., a doctor or the local pizza place).

    In addition, the GPS technology in the SureResponse device can help a caregiver or loved one locate you in the event of an emergency.

    The Verizon SureResponse service will be retired in November 2016. If you're still interested in the type of service that SureResponse provides, you may want to consider the Numerex myShield™. Please contact Numerex at 844-get-myshield (844-438-6974), or visit www.numerex.com/myshieldupgrade for more information.



  2. When are the Verizon SureResponse Care Agents available?

    SureResponse Care Agents are available virtually 24/7 to answer SureResponse calls.

    The Verizon SureResponse service will be retired in November 2016. If you're still interested in the type of service that SureResponse provides, you may want to consider the Numerex myShield™. Please contact Numerex at 844-get-myshield (844-438-6974), or visit www.numerex.com/myshieldupgrade for more information.



  3. Can I access the internet or use the Verizon Wireless data network with Verizon SureResponse?

    No, the Verizon SureResponse device can't access the internet.



  4. Do calls made to the Verizon SureResponse Care Center count against my monthly allowance?

    No, calls made to and from the Call Center don't count against the 60 minute / month calling allowance.

    Note: If the 60 minute calling allowance is exceeded, additional minutes are $0.45 each.



  5. Can I get more minutes for my Verizon SureResponse device?

    No, more minutes can't be added to the Verizon SureResponse plan.



  6. Is my Verizon SureResponse device waterproof?

    The SureResponse device comes in a durable waterproof shell that's splash and rain resistant. IPX7 certified, it offers superior water protection. It can sustain immersion in 1 meter (39 inches) of water for up to 30 minutes. However, it's not suitable for extended and continuous water submersion, such as swimming, snorkeling or diving. Any misapplied usage of the device in water submersion conditions may cause permanent damage or may cause it to malfunction.



  7. Can anyone call my Verizon SureResponse device?

    No, only calls from the Care Center or authorized Caregivers can be routed to the device through the SureResponse Call Center.



Using Verizon SureResponse
  1. Where can I find the SureResponse Account Owner's MDN?

    Your MDN (Mobile Device Number) is the mobile phone number we issue to the Verizon SureResponse Account Owner. Your MDN can be found online in the My Devices section of the My Verizon Home page.



  2. What is Verizon SureResponse Online?

    SureResponse Online is a web-based portal where you and other authorized users can manage settings, such as the user profile and alerts, and set up caregivers.



  3. What is a Verizon SureResponse Account Owner?

    The Account Owner is the individual who opened the Verizon SureResponse account. This person is financially and legally responsible for the account, has the authority to make any changes to the account and can add or remove other users (i.e., caregivers).



  4. What is a Verizon SureResponse user?

    A Verizon SureResponse user is the person who has the SureResponse device and uses the service. There can only be 1 user per device.



  5. What is a Verizon SureResponse caregiver?

    A caregiver is someone the Verizon SureResponse Account Owner invites to have access to privileges, such as locating a SureResponse device, being notified about the status of a device, and / or making a convenience call.



  6. How do I become a Verizon SureResponse caregiver?

    Only the person who manages the SureResponse account (i.e., the Account Owner) can designate a person as a caregiver. The Account Owner can add a caregiver through SureResponse Online.



  7. Can I pair more than 1 Verizon SureResponse device with a single docking station?

    Yes, a docking station charger can have multiple devices paired with it.



  8. Can I have more than one Verizon SureResponse docking station in my home?

    Multiple docking stations can be located in one place. However, a device shouldn't be paired with more than one docking station at a time.



  9. How do I charge my Verizon SureResponse device?

    The SureResponse device must be inserted in the lanyard, wrist strap or belt clip holder and then clicked into the docking station charger.

    Note: If using the belt clip accessory while docking the device, the clip (not the holder) must be removed prior to placing the device in the docking station charger.



  10. How do I know if my Verizon SureResponse device is paired with the docking station charger?

    The SureResponse device is paired with the docking station charger prior to purchase. If you wish to check that your device and docking station are paired:

    1. Press the red Pair button on the left side of the home docking station.

    2. You'll hear an audible message instructing you to place the device in the dock within 30 seconds of the Activity light blinking.

    3. Pairing completion will be confirmed by both an audible message and a message on the device's screen.


  11. How do I adjust the volume on my Verizon SureResponse device?

    The volume can be adjusted up and down with the Volume button located on the left side of the device.



  12. What is a Verizon SureResponse convenience call?

    A convenience call is any call made to someone other than a SureResponse Care Agent.



  13. Can I locate my Verizon SureResponse device if I misplace it?

    As long as the device is paired with the home docking station, the paging function can be used to locate a misplaced device while in range of the docking station charger.

    To use the paging feature:

    1. Press the green Page button on the right side of the home docking station.

    2. The device will emit a ring to help you locate it.

    3. Once the device is located, press the Volume button on the device to cease the ringing.


  14. How do I set up alerting / contact preferences in Verizon SureResponse?

    Alerts, such as battery alerts and device mode can be set up through SureResponse Online in the Settings tab.



  15. How do I change the language on my Verizon SureResponse device?

    The language can be changed through SureResponse Online.



  16. I'm having trouble receiving alerts from a Verizon SureResponse device. What can I do?

    Make sure your email address and phone number are entered correctly in SureResponse Online. If they are, call Customer Service for additional help at (800) 922-0204.

    The Verizon SureResponse service will be retired in November 2016. If you're still interested in the type of service that SureResponse provides, you may want to consider the Numerex myShield™. Please contact Numerex at 844-get-myshield (844-438-6974), or visit www.numerex.com/myshieldupgrade for more information.



  17. Where can I read the SureResponse Terms & Conditions?

    You can read the SureResponse Terms & Conditions on our website.



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