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Troubleshooting 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, try our Troubleshooting Assistant.



  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 calling *228. When prompted by the operator, select option 2 to update your PRL (Preferred Roaming List).

    If neither of these steps resolves the issue, try our Troubleshooting Assistant.



  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, try our Troubleshooting Assistant.



  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, try our Troubleshooting Assistant.



  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 voicemail 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, try our Troubleshooting Assistant.



  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, try our Troubleshooting Assistant.



  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 calling *228. When prompted by the operator, select option 2 to update your PRL (Preferred Roaming List).

    If neither of these steps resolves the issue, try our Troubleshooting Assistant.



  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:
      • Call *920 to ensure No-Answer-Transfer Call Forwarding is off.
      • Call *720 to ensure Immediate Call Forwarding is off.

    If this issue continues, try our Troubleshooting Assistant.



  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 try our Troubleshooting Assistant.



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

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

    1. Make sure you're receiving a good signal.

    2. Make sure the "No Service" indicator isn't displayed on your phone.

    3. 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.

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

    If none of these steps resolves the issue, try our Troubleshooting Assistant.



  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, try our Troubleshooting Assistant.



  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, try our Troubleshooting Assistant.



  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, try our Troubleshooting Assistant.



  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, try our Troubleshooting Assistant.

    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, try our Troubleshooting Assistant.



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