Why can I make calls but not receive calls?

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

1. Ensure your phone is powered on
2. Check that the NO SVC indicator is not on, if it’s on you are 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 forwarded to another number.

Use these instructions to ensure any forwarding features are turned off

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

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

Why does my phone not power on?

There are a several reasons as to why you may not be able to power on your phone. In many cases, it is the result of the battery either not holding a charge, or your chargers may not be connecting properly to the battery. Try charging your phone.

If it will not charge and doesn't Power on, please call us at (866) 406-5154 from a landline phone to have your phone checked.

Why can't I make a call when I am inside a building?

Typically when a wireless phone is not fully operating while inside of a home or building, it is 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 material. 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 landline phone. 

Why do I hear feedback or echo on my phone?

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.

Why does my phone keep shutting off?

When your phone unexpectedly shuts off, it normally indicates that your battery is discharged. Check the battery life on your phone; if it is low, charge your phone.

If your battery is not low please call us at (866) 406-5154 from a landline phone so we may assist you. 

Who do I contact if my device malfunctions while under warranty?

If your device malfunctions after 30 days, but is still within the first year after purchase, please call Verizon Wireless at (866) 406-5154 from a landline phone and we'll diagnose the issue with you right over the phone. If we cannot 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) right to your door.

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

I got my phone wet, what should I do?

Unfortunately, phones that are damaged by liquid are not covered by your manufacturer’s warranty. For information on replacing a damaged phone visit the Equipment Protection Service Page if you have Equipment Protection or the Device Replacement Program information page for other replacement options.

My phone is broken and it is a long time before my upgrade eligibility date. What can I do?

If your phone is broken and you are not eligible for an upgrade, you can utilize our Certified Pre-Owned Replacement program. This program offers a replacement option if you are not enrolled in Total Equipment Coverage, Wireless Phone Protection, and/or Extended Warranty. 

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 or have an interference such as building structures, or other electronic devices. Or there may be an issue with your actual phone.

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