Customer Information Overview
Welcome to Verizon Wireless! In order to help you understand your new wireless service here are answers to some questions commonly asked by new customers. In addition to reviewing this document, it is very important that you read all of your Wireless Service Agreement and price plan. Once you have reviewed this material we will be happy to explain any portion of your agreement or answer your questions.

Your Agreement
Your agreement for wireless service with Verizon Wireless begins when you sign the agreement, or when you call to activate your wireless service, or when you open the inside package of any wireless equipment you received by mail, whichever applies.

Your Price Plan
Your price plan is part of your agreement with Verizon Wireless. Please take it with you. Be sure to read it carefully. It explains how you will be charged for your wireless service.

Agreement Term and Early Termination
Unless you have chosen a month-to-month plan*, your contract term will be for the initial term required by your price plan or relevant promotion, usually one or two years. If you cancel during this term, a $175 early termination fee will apply. At the end of your initial term your agreement will convert to a month-to-month term.
*Month-to-month plans may not be available in all Verizon Wireless regions.

Peak/Off-Peak Hours
For some calling plans your per minute home airtime rates may be determined by the time of day you place the call. Please refer to your price plan brochure for the peak and off-peak hours in your area.

When you make or receive calls outside of your home airtime rate area, you are "roaming". Your price plan map will assist you in determining when you are roaming. Airtime minutes used while roaming are not part of your service plan minute allowance, unless your price plan specifies otherwise. Per minute roaming airtime rates and wireless long distance rates vary based on charges established by the visited system and at our discretion. A daily roaming charge may also apply. Automatic roaming availability may be restricted in certain areas to prevent fraud. Roaming rates may vary where automatic roaming is restricted.

PIN Codes
To protect your phone from fraudulent usage Verizon Wireless has added a Personal Identification Number (PIN). In certain areas new activations may be required to use a PIN Code to protect their service. Entering and processing your PIN Code may add chargeable time to your call. If you have an authenticating or digital phone and are in an area where authenticating or digital service has been activated, use of the PIN Code may be unnecessary. As part of its ongoing fraud prevention efforts Verizon Wireless may ask you to change or remove your PIN from time to time.

Directory Assistance
To receive directory assistance you have two options: InfoAssist, an information and call connection service from Verizon Wireless or directory assistance offered by the local landline telephone company. You can reach InfoAssist by dialing 411 or 555-1212. To reach landline telephone company directory assistance you must dial the Verizon Wireless-designated number appropriate for the locality from which you are calling When using either the landline telephone company directory assistance or InfoAssist you will incur a charge for the service as well as airtime. Charges for both InfoAssist and landline telephone company directory assistance vary by location.

Reading Your Bill

  • Bill Cycle Date: This is the date your bill is created. Calls made up to and including that date will be included in your bill. Calls made while roaming may take longer to be billed.
  • Monthly Access: Monthly access charges are billed one month in advance. On your first bill you will be billed for the portion of the monthly access charge calculated from the date you began service to your first bill cycle date, plus the next month's access charge. Because of this pro-rate, your first bill may be larger than subsequent bills.
  • Monthly Minute Allowance: Select price plans offer a monthly minute allowance. This is a set amount of airtime minutes allocated under your price plan. Unused airtime minutes are forfeited and you may not carry them into the next billing cycle. Your first minutes of home airtime will be applied to your allowance; for example, if your plan includes 20 minutes of airtime, the first 20 minutes of home rate airtime will be deducted. Landline fees, toll charges, regional calling, and wireless long distance charges are not included on airtime allowance minutes and will be charged separately.
  • Chargeable Time: Charges for calls that connect begin when you first press "SEND" and end when the call disconnects from the system. This may be a few seconds after you press "END" or otherwise end the call. You are billed only for answered calls; there is no charge for busy signals or unanswered calls on the Verizon Wireless system. Calls are billed in full minutes; for example, a 1 minute 20 second call will be billed as two minutes. Calls to 911 and certain other emergency services are toll and airtime free. However, airtime is charged on calls to "800" and "888" numbers.
  • Landline Charges: The landline charge is our handling fee that you incur when you place a wireless call that is processed through a local telephone company. This charge applies to calls connected to a landline telephone number, a pager or to a wireless phone not on our network. The landline charge does not apply when making any wireless long distance calls or calls to "800" or "888" numbers. Landline charges vary according to price plan. Landline charges may vary when roaming based on charges established by the visited system and at our discretion.
  • Home Airtime Rate Area: Your home airtime rate area is the geographic area where your home airtime rates apply. This may or may not be different from your wireless home calling area. In certain instances you may incur toll, regional calling, or wireless long distance charges on calls made within your home airtime rate area. Verizon Wireless defines home airtime rate area boundaries as well as wireless home calling area boundaries. These are subject to change. Home airtime rate areas may also be referred to as home service areas or home calling areas.
  • Toll, Regional Calling and Wireless Long Distance: Toll, regional calling, and wireless long distance charges are in addition to home airtime charge for your calls. You will incur toll, regional calling, or wireless long distance charges when you are in a wireless home calling area and place a call to a number outside this area. As with all wireless calls, these charges are based on your location at the start of the call and do not change even though you may move during the call. Wireless long distance charges may vary while roaming based on the rates of the visited system.
  • Taxes and Surcharges: Your bill will include federal, state, and, where applicable, local taxes. It may also include surcharges and assessments. These charges are based on the rates applicable to your service address. Taxes incurred while roaming will be billed at the rate charged by the state where the service is used and are based on the tax imposed by the visited system, and/or the tax imposed by your home state.
Caller I.D.
Please note that your telephone number may appear when you call someone who uses caller identification unless you dial *67 before each call or order per-line blocking (where it is available).

Dispute Resolution and Independent Arbitration
Most customer concerns can be resolved through our customer service department. If, however, you have a issue which cannot be resolved without third party intervention, Verizon Wireless will arbitrate with you before the American Arbitration Association using the Wireless Industry Arbitration rules. This means that all customer disputes will be resolved through arbitration, not with a judge or jury. Please note that we reserve the right to make changes to the Wireless Service Agreement as well as to our business practices and procedures. This Overview is for information purposes and is not a contract. It does not replace or supplement the Wireless Service Agreement.