FAQs & Tips

Problems retrieving Voicemail

Ever try calling your voicemail then you get a message saying that your call is unable to go through? Here are some tips to remember if you are having problems retrieving your voice mail. First, check the main screen on your phone to see if your phone says “Extended Network.” When in an extended network area, using *86 or speed dial 1 to dial your voicemail will not always work. Instead of using *86, try dialing your cell phone number including the area code. This should take you right to the prompt where you will need to enter in your password.

Please remember, you can access your voicemail by using a landline or a different cell phone. Dial your cell phone number area code first. When your voicemail greeting starts, press the pound key (#).

Updating Roaming Capabilities

We recommend updating your phone once a month, and when you travel outside of your home network area. Verizon Wireless is constantly updating their network in order to provide the best service for their customers. This following tip is most useful, because it will allow your phone to recognize these changes. Please note, if you are in an Extended Network you will be unable to dial *228, you will have to wait until you are once again in a Verizon Wireless coverage area to do this.

• Start by dialing *228 on your cell phone and press the send key
• Once you have dialed *228, you will need to choose option two from the menu
• Your phone should program automatically once that prompt is chosen, and in some cases your phone will power cycle off and back on again.

3 Way Calling

Ever wondered how to add one more person to the conversation? It is really simple to do, and it is a feature included with your service at no extra cost.

• During your current conversation you will need to dial the third party’s phone number and press the send key. (The other person will hear the key tones, and that’s ok).
• When the send key is pressed, it automatically puts the first person on hold
• When the third party answers you can talk alone to that person, then press send one more time to connect all callers the conversation.

Please remember that if you are dialing a landline or a non Verizon cell number during peak hours this will take away from your anytime minutes.

Save Your Favorite Pictures and Videos

Nobody wants to lose the pictures and videos they have saved on their phones. A Micro SD card is by far the most convenient way to store all of your data for many reasons. A Micro SD card can be used in a variety of phones, plus you are able to print the pictures using a card reader.

If you do not have a Micro SD card, you also have the options to send pictures or videos to your personal email account. Instead of sending a picture message to a different phone all you need to do is enter your personal email in the recipient field. You will need to change the entry mode from numbers to letters. Normally, this option can be found on the bottom left hand side of the phone. For your convenience, you can enter your email address into your phone’s contact list.

Also, you have the option to send your pictures and videos to Pix Place on the Verizon Wireless website. If you choose to send your pictures and videos to Pix Place, the option will be listed under Pix Place or Online Album when you’re in the picture messaging screen. In order to retrieve the pictures sent to Pix Place, you must register for a My Verizon account at www.verizonwireless.com. Please remember that if you do send your media to Pix Place, you must log in to the account before 180 days are up, or all media stored will be deleted. Not to worry, Verizon Wireless will send you a free text message reminding you to log into your account before it is deleted.

Troubleshooting for Malfunctioning Phones

There could be several different issues you may be having with you phone. Listed here are some basic troubleshooting steps you can try if you’re phone is on the fritz. Reset the phone (this is just like rebooting a computer):

• First, while your phone is powered on remove the battery.
• Place the battery back in the phone, and turn the phone back on.
• Once the phone is at the main screen, dial *228 and send, when prompted by the operator choose option 1.

If you have having trouble making or receiving calls, here are few things to try:

• Make sure the phone is powered on
• Check your signal. On the main screen it should say “Verizon Wireless” or “Extended Network.” If a “No Service” indicator is shown then you are not in a service area. You need to wait until you are in a coverage area to make and receive calls.
• From your phone’s “Setting and Tools” menu: select Phone Settings, scroll down to System Select and verify that it says “Automatic.” If it says “Home Only,” select “Automatic.”
• Also, following the steps listed above, check the NAM settings, make sure that the phone is set to NAM 1 (this option may not be available on newer model phones).
• Verify that all call forwarding features are turned off. Please, refer to the call forwarding section of these FAQs.

If you have tried these steps and are still having problems with your phone, there are a few more things you can check for and liquid damage is one of them. Most phones have water damage indicators, and these indicators are usually located on the underside of the battery and the inside of the phone itself. If you see any smudges on those indicators, or they have turned completely red then your phone has come into contact with liquid. Water damage is not covered by Verizon Wireless’ warranty policy. If you have insurance, you can replace your phone by contacting Asurion either by website www.phoneclaim.com/verizon, or you can call them at (888) 881-2622. The deductible will need to be paid to Asurion by debit, credit card or electronic check at the time the claim is placed. If you do not have insurance, please come by Elko Wireless and our knowledgeable representatives will help find suitable options to replace your phone.

Call Forwarding and No Answer Transfer

When call forwarding is activated, all calls will be forwarded to another number until you have deactivated the feature. There are two different types of call forwarding, and each one is slightly different than the other. Remember, although there is no extra charge for this feature it can use anytime minutes. Below are the descriptions and steps to activate and deactivate the call forwarding functions.

Call Forwarding- Choose this option if you want all your calls to ring through to a different number. (Your cell phone will not ring while call forwarding is on):

• Dial *72 along with the ten digit number you are forwarding your calls to and press send.
• You will hear a confirmation tone/message, press the end key.

No Answer Transfer- Your cell phone will ring first, after the fourth ring it will ring to the other phone number you have chosen.

• Dial *92 along with the ten digit forwarding number and press send.
• You will hear a confirmation tone/message, press the end key.

How to deactivate the call forwarding features:

• Dial *720 then the send key (Call Forwarding).
• Dial *920 then the send key (No Answer Transfer).

Airtime charges will apply when you are forwarding calls to a landline, or a different cell phone provider. If calls are forwarded from one Verizon Wireless number to another Verizon Wireless number, both numbers will be charged minutes. Also, you will not be able to access your voicemail while the call forwarding feature is enabled.

Unlock Codes

If your phone is requesting an unlock code, try entering in the last four digits of your cell phone number. The default unlock code will always be the last four digits of your cell phone number unless it is changed. The lock function on the phone is activated by going to your phone’s setting and tools menu. From that menu, it will be listed under the security options.

If you have changed it and cannot remember it, try reprogramming the phone by dialing *228, send and choose option 1. This should reset the unlock code back to the last four of your cell phone. If you are unable to program your phone, you will need to contact Verizon Wireless Tech Services at (866) 221-4096.

Backup Assistant

Who remembers phone numbers these days? Not many of us, because they are conveniently stored on our cell phones. If anything happens to your phone, you are bound to lose your connection to the outside world. Ok, maybe not to that extreme, but you will lose your phone numbers and that is a huge inconvenience.

You can prevent this by downloading Backup Assistant. This option is free to any customer who has registered for a My Verizon online account. It is a program that will automatically back up your contact list to your phone and to a secure spot on the Verizon Wireless website. Backup Assistant will check your contact list for changes every day. If it finds changes, it updates those changes to your phone and on the website. Whenever you get a new phone you just download the application once again, and your contact list is restored.

Here are the steps you need to follow in order to download Backup Assistance to your phone:

• From your phone’s main menu, scroll to Media Center/Get It Now.
• From that section, select Browse and Download.
• From the Browse and Download menu, scroll down to Business and Tools.
• You will find Backup Assistant in this section. After you select the program, you will need to create a four digit PIN. This PINwill be required each time you download Backup Assistant to a new phone.

Megabyte charges up to a $1.99 will apply for the initial downloading of Backup Assistant. However, there are no charges when Backup Assistant updates your phone’s contact list.

Removing the fax and pager options from your voicemail

When you are leaving someone a voicemail, all you really want to do is hear the greeting and the beep. Keep in mind that your personal greeting will be reaffirmed time and time again by voicemail’s infamous “robogal.” Unfortunately, “robogal” prolongs the message leaving process because she lists options to leave a callback number, to send a fax, a page, etc. Honestly, we wish we could get rid of the “robogal” all together, but unfortunately we cannot. You do, however, have the option to bypass someone’s voicemail greeting all together by pressing the * key. And, all that mumbo jumbo in the middle for the fax options and the pager options are a nuisance, listed below are the steps to remove them from your voicemail options all together.

• Start by dialing your voicemail and entering your password
• Select the prompt for “change personal options”
• From personal options, select “change administrative options”
• The option to turn fax and pager options on or off will be under administrative options. Each feature will need to be turned off individually.

Please, verify that once you have selected to turn the notifications on or off that they are in fact off. That is one good thing about “robogal,” she will verify whether the options have been turned off or on. If for some reason they are listed as on, follow the steps again to confirm that they are turned off.

Roaming on Alltel, or other cell towers

Occasionally, you will roam on other companies’ cell towers. When your phone says “Extended Network,” or when it says “Roam” while on a call, you are picking up a different cell tower signal other than the Verizon Wireless Network. It is a good thing to know when you are roaming for a couple of different reasons. One, you need to make sure you are using the area code along with the number you are dialing. We at Elko Wireless recommend that you include the area when adding a number to your contact list.

Second, you need to know how roaming may affect your cell phone bill. If you are on one of Verizon Wireless’ current Nationwide or America’s Choice calling plans, you will not be charged for roaming within the United States. If you have not changed your plan in a long time, it is a good idea to verify exactly what is covered in your plan. Please call Elko Wireless and we will be more than happy go over the details of your calling plan with you.