Verizon FAQ

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General Network

What network does Verizon Wireless use?

Verizon is a CDMA2000 carrier with 1xRTT data services network-wide. Currently EV-DO is also available in many markets, and will eventually be network-wide. Verizon plans to follow EV-DO with EV-DO Revision A to upgrade the data network.

What is Verizon's policy on activating phones?

Verizon will only activate Verizon-branded phones. These are phones that have the Verizon logo on them. Previously, Verizon would activate any phone, however, that policy has changed as a part of Verizon's plan to comply with e911 FCC mandates. In addition, Verizon will not activate any Verizon phone that does not have GPS e911 support. Verizon phones sold in 2002 or later generally have e911 support. For more details on Verizon's e911 activation policy, see Verizon's e911 web site with more details.

Data Services, Messaging

Device Repair & Insurance

Account Maintenance

Verizon Wireless uses several different systems for account setup and provisioning.

ACSS - ACSS (Automated Customer Support System) is the application that is used by Customer Service Representatives. It is a powerful graphical interface overlay of VISION, VZW's billing system. It is the most comprehensive account maintenance application that the company uses, capable of provisioning accounts at the most detailed level, including viewing the setup of the mobile switch.

NetACE - NetACE is a web application used by corporate retail stores for the creation of new accounts, new lines, and the provisioning of existing accounts. Because it's used by retail stores, its functionality is geared toward point-of-sale purposes, and as a result, most fine-tuning provisioning is done by customer service representatives in ACSS.

eROES - eROES is a web application used by indirect authorized retail stores for the creation of new accounts, new lines, and very basic provisioning of existing accounts. eROES is the most limited account maintenance application used by the company, and fine-tuning provisioning is more frequently completed by direct stores using NetACE or by customer service using ACSS.

Puerto Rico

Does Verizon have native coverage in Puerto Rico?

Essentially, yes. Verizon spun off their network to an independent company, Claro, in 2007. Part of the spin off ensures Verizon Wireless customers will have Extended Network coverage; free roaming with full access to services, including mobile-to-mobile.

I'm in Puerto Rico and all my calls are rejected. Help! How do I dial!?

There are dialing issues when calling in Puerto Rico. Many believe that you must dial 011-01-number. However, this will not work. Nor will dialing the number directly.

Instead, for toll calls (non-Puerto Rico area codes), you must dial 1-Area Code-Number. For numbers inside of Puerto Rico, as well as toll-free (800, 888, etc) you must dial Area Code-number (for example, 800-466-4411).

The situation is especially confusing because of this. For example, calling 555-555-5555 will not work for regular numbers, but adding a 1 to toll-free numbers will also be rejected.

In short, your best bet is to try dialing the number with a 1 first, and then retry without a 1 prefix if the number is rejected.

Claro's error messages start in Spanish, but are replayed in English. Unfortunately, they do not provide the information noted above, leading to frustration from Verizon customers.

I've heard Verizon phones in Puerto Rico don't have the ugly Verizon User Interface. Can I get my phone flashed while I'm there?

Yes, because Verizon sold their phones through a few MVNOs on the island, their Puerto Rican units did not have the Verizon User Interface. Sales of these phones stopped upon the sale of the network to Claro, however.

Claro now operates as a separate carrier and will only flash their phones. In addition, Verizon PR phones have a different BREW identifier, requiring further modification to work on the mainland network with Get it Now.

If you have an older phone, such as a Motorola V3c, V3m, K1m, or L7c, they have the most potential for being flashed with Verizon PR firmware. But, as mentioned, it is unlikely that a store will flash your phone for you. Stores also may no longer have the ability to do so.

Isn't Claro a GSM/UMTS network?

Claro has stated that they intend to operate the existing Verizon footprint in Puerto Rico alongside their pan-American GSM/UMTS coverage. There do not appear to be plans to expand the CDMA network significantly. Claro's Puerto Rican web site only lists GSM/UMTS phones for sale.