Contact Information

Wireless

Verizon Wireless National Accessibility Customer Service Center
1.888.262.1999 or
*611 from your wireless phone

8:30 am to 5:30 pm ET 
Monday - Friday
 

Fios & Traditional Phone

Verizon Center for Customers with Disabilities
1.800.974.6006 Voice
or TTY 508.251.5301 Videophone
8:30 am to 5:00 pm EST

Monday - Friday
Email: vccd@verizon.com

Accessible Content

Intro - Accessible content

Description 

For customers who are impaired or disabled, Verizon offers assistance such as free 411 and a big button remote for Fios TV. Find plans, services and tools made for the way you communicate.

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Today there are thousands of apps and devices to help users with visual, auditory, physical or cognitive disabilities. We've compiled these helpful tips and links to use as a starting point.

For customers who are deaf or hearing-impaired:

Use the following keywords to locate apps in iTunes or Google Play:

  • Video relay, video chat or video call
  • Sorenson
  • Captel
  • Deaf
  • RelaysService
  • InnoCaption
  • TTY

Here are links to accessibility features that are native to device platforms:

iOS | Android | Windows | BlackBerry


For customers who are blind or visually-impaired:

Use the following keywords to locate apps in iTunes or Google Play:

  • Dictation
  • Braille
  • Text to speech
  • Money reader
  • Color detect
  • Light detector
  • Remind me
  • Visually impaired camera

Here are links to accessibility features that are native to device platforms:

iOS | Android | Windows | BlackBerry


For customers with limited mobility or dexterity:

Use the following keywords to locate apps in iTunes or Google Play:

  • Dictation
  • Enlarge images
  • Speech to text

Here are links to accessibility features that are native to device platforms:

iOS | Android | Windows | BlackBerry


For customers who are cognitively-impaired:

Use the following keywords to locate apps in iTunes | Google Play:

  • Dictation
  • Enlarge images
  • Speech to text

Here are links to accessibility features that are native to device platforms:

iOS | Android | Windows | BlackBerry


Learn more about accessbility features on your device:

 

Android
iPhone
Windows Phone
BlackBerry

Devices with accessible features

Verizon is committed to meeting the communication needs of our customers with disabilities. With that goal in mind, we provide a wide range of innovative solutions and technologies that increase accessibility to our products and services.

Smartphones with accessible features


Feature

Apple iPhone XR

Apple iPhone XS Max

Apple iPhone XS

Apple iPhone X

Apple iPhone 8+

Apple iPhone 8

Samsung Galaxy Note9

Samsung Galaxy S9

Samsung Galaxy S9+

Samsung Galaxy S8

Samsung Galaxy S8+

Google Pixel 3XL

Google Pixel 3

Google Pixel 2XL

Google Pixel 2

VoiceOver

TalkBack

Select to Speak

Zoom

Magnifier

Larger Text

Accessibility Shortcut

Font Size

Voice Assistant

Captions

TTY

RTT

Basic phones with accessible features


Feature

LG Exalt / 2

Kyocera Cadence LTE

Kyocera Dura XV

Samsung Convoy 3 / 4

Voice activated dialing

Caller ID with speech

One touch speed dial

Voice command

Phone status with speech

Readable command

Ringtones

Adjustable large Font

Text message readout (Incoming)

Text message readout (incoming / outgoing)

Limited menu readout

Full menu readout

Qwerty keyboard

Digit dial

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Verizon Wireless offers free 411 search for customers with certain disabilities.

To qualify for free 411 search, you will need to submit an application along with verification of your eligibility.

Please note: Free 411 search is not currently available for prepaid accounts. Business and Government accounts are not eligible.

Application for free 411 service (PDF)

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Fios TV remote controls with larger buttons are available for visually impaired customers. If you have a disability that would allow you to benefit from one of these larger button remotes, we would be happy to provide you with one at no charge.

Request a big button remote at verizon.com/AccessibleMaterials

Image of Big Button Remote
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If you choose to install your Fios service yourself, we want to make sure you have all the tools at your disposal to ensure a successful installation.

Self-install NEW Fios and Internet equipment

We’ve created easy-to-read large print self-installation guides to help you self-install new Fios TV and Internet equipment. The guides can be downloaded via the following links:

Watch our self-installation video for legacy equipment

Video of Fios Self installation

Watch our self-installation video for VMS equipment

Video of Fios Self Installation with VMS equipment

 

Self-install REPLACEMENT Fios TV and Internet equipment

The self-install guides for replacement of Fios TV and Internet equipment can be downloaded via the following links:

Would you prefer to receive printed copies of these materials?

If you’d like, Verizon can ship you a printed version of each of these guides in either large print or braille. To request a printed brochure, visit verizon.com/AccessibleMaterials. Please note that fulfillment of these materials may take up to 10 business days.

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To assist Verizon customers with visual and other impairments, Verizon will provide bills or product and service brochures in alternate media formats upon request. The following alternate formats are available:

  • Braille
  • Large print format
  • Audio CD
  • CD-ROM

It may take 1 to 2 bill cycles to receive your first bill in alternate format. During this time, you will continue to receive your bill and remit slip in the standard format.

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To request materials in alternate media formats:

For Verizon Wireless Customers

Verizon Wireless National Accessibility
Customer Service Center
8:30 am to 5:30 pm ET, Monday - Friday
1.888.262.1999 or *611 from your wireless phone

For Verizon Fios & Traditional Phone Customers

Verizon Center for Customers with Disabilities:
Toll-free at 1.800.974.6006 Voice
or TTY 508.251.5301 Videophone
Monday through Friday 8:30 am to 5:00 pm
Email us at: vccd@verizon.com

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Real-time text (RTT) is a feature that can make it easier for customers with hearing or speech impairments to carry on a conversation through text.

With standard text messaging, you have to compose an entire message, hit Send and then wait for a reply. But with real-time text, each character is transmitted immediately as it’s typed. So it’s as if you’re having a conversation “in real time.” Since there’s no delay between sending and receiving messages, and because you can talk and text simultaneously over the same connection, RTT can feel like a more natural form of communication than TTY or text messaging.

Unlike TTY, there’s no need for a separate device. As long as your Verizon Wireless phone supports RTT, you can send and receive real-time text using only your smartphone. (Note: If the person you’re calling does not have RTT or TTY enabled on their device, the call will be voice only.)

Real-time text is available on the following Verizon Wireless devices:

To learn how to change the RTT settings on your device, please check out our step-by-step guides:

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Real-time Text FAQs

Can I use RTT on my Verizon phone?

Yes. You can use RTT with Verizon if you have a phone that supports RTT and your plan includes voice minutes.

If you currently have a data-only plan and would like to use RTT, you will need to switch to a voice plan. To change plans, visit My Verizon.

How do I use RTT?

Instructions vary by device, so check out the step-by-step guide for your phone to learn more:

Generally, you’ll follow these steps to make an RTT call:

  1. Enable RTT on your device from within the Settings menu.
  2. Then, when you make a call, it will either default to RTT or allow you to add RTT while dialing or during the call.
  3. Enter a message to begin your conversation.
  4. When you’re done, end the call as you normally would by pressing the End icon.

How is RTT different from text messaging?

RTT and text messaging both use text input, but beyond that, these services are rather different.

RTT is more like having a phone conversation in real time. Here’s how:

  • With real-time text, each character is transmitted immediately as it’s typed. So there’s no need to press the Send key. And there’s no waiting for a message to arrive. You are able to read the other person’s message as they are typing it – and vice versa.
  • When you place an RTT call, the other person needs to answer before the call can begin. And when you’re finished, both callers hang up.
  • You may be able to add voice to an RTT call depending on the device the other person is using. You can then communicate using talk and text at the same time.

Is RTT better than TTY?

RTT is a newer technology with more advanced features than TTY. Here are some advantages of RTT compared to TTY:

  • Unlike TTY, which requires users to take turns, with RTT both parties can send and receive text at the same time.1
  • RTT is more reliable than TTY1 since messages are carried over Verizon’s nationwide 4G LTE network.
  • Compared to TTY, RTT provides you with additional characters to choose from – international characters, emojis and the “@” symbol, for example.1
  • You can make RTT calls using just your mobile phone (as long as it is RTT-capable). Unlike TTY, you don’t need a separate device to make RTT calls.

1. "Real-Time Text: Improving Accessible Telecommunications," Federal Communications Commission. https://www.fcc.gov/consumers/guides/real-time-text-improving-accessible...

Who can I call using RTT?

With an RTT-capable phone you can call almost anyone else who can make and receive RTT or TTY calls, including wireless customers on networks other than Verizon’s. But please be aware that you may face some limitations when calling someone on some other wireless networks, on older wireless networks (3G and earlier) or someone who is using a TTY device.

Here are some specific cases:

  • TTY: You can place RTT calls to TTY users. However, a TTY device does not support the real-time aspect of RTT and may not be able to render all RTT characters properly.
  • 911: You can call 911 using RTT. However, dispatchers may answer using a TTY device. So your conversation won’t support the real-time aspect of RTT and certain characters may not be rendered properly on the dispatcher’s end.
  • 711: You can call relay services using RTT. There may be RTT settings to make calls via 711 relay services easier. These calls may face the same limitations as other calls to TTY devices described above.
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Most Fios TV remote control models let you turn Closed Captioning on or off by pressing the Image of the Asterisk Button on the Fios Remote Control  Photo of Fios Asterisk on the remote control button. Otherwise, you can always use the Media Guide to turn Closed Captioning on or off:

1.   Press the Menu button on your remote control
2.  Select Settings
3.  Select System
4.  Select Accessibility
5.  Select Closed Captions
6.  Highlight Service Selection and press the OK button
7.  Scroll and select one of the CC (Closed Caption) options, then press the OK button
    - CC1 = primary language the show is broadcast in (usually English)
    - CC2 = secondary language the show is broadcast in (usually Spanish if available)
    - CC3 thru CC6 (additional languages)
8.  Then press the right-arrow to highlight Save, then press the OK button, and press the OK button again
to confirm

For more information on closed captioning, visit the Fios Support Section

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Unlimited Plans are a great option for many customers. They include unlimited data, talk and text. And with HD video streaming and mobile hotspot included for no extra charge, you'll get all the data you need.

Our Unlimited Plans include:

  • Unlimited data
  • Unlimited Talk & Text
  • HD video streaming
  • Mobile hotspot
  • Mexico & Canada service
  • Military discount eligible

Shop for an Unlimited Plan

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Unlimited FAQs

How does the line access fee work with my smartphone device payment?

If you're currently making monthly device payments or own your device, the monthly access charge will be $20.

If you purchased the phone at a discounted price, the monthly access charge will remain at $40 until each device contract expires. Once each device contract expires, the monthly access charge automatically drops to $20.

What happens if I use more than 22 GB of data?

Most of the time customers will enjoy the same great network experience once they exceed 22 GB during a billing cycle. If you've already used 22 GB on a particular line during your current billing cycle and you're on a cell site that is congested at that moment, your download may be temporarily queued behind other Verizon Wireless customers, which may result in slightly slower download speeds.

Will customers on the unlimited plan still be eligible to receive employee and business discounts?

Customers on the unlimited plan will not be eligible for an employee discount or corporate plan discount.

But with Auto Pay and paper-free billing, you can save an additional $5 off the monthly account access fee for a single-line plan and an additional $10 off for a multi-line plan.

Please note that military service members are still eligible to receive their military discount under the unlimited plan.

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Prepaid Plans are an excellent choice for customers who don’t want a long-term commitment or would like to avoid the inconvenience of a credit check. Get all the benefits of the best network without an annual contract.

There are several plans to choose from, all of which include unlimited talk and text within the U.S. Families can mix and match plans and save when they add 2-5 lines.

Our prepaid plans include:

  • Unlimited U.S. Talk & Text
  • Unlimited Text to over 200 international destinations
  • Mobile hotspot tethering

Check out our Prepaid Plans

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Prepaid FAQs

What is Verizon Wireless prepaid service?

Prepaid service lets you pay in advance for monthly voice, text and data services on your mobile device. There's no credit check, deposit or long-term contract required like you'd have with a standard account (which gives you a bill for your usage at the end of each month).

You can choose from several monthly plan options that include different high speed data allowances for a set price. As the balance of your high speed data allowance gets low or your service expiration date approaches, you can make a payment to your account to keep your service active.

Managing your prepaid account is convenient, and you can do it anytime online or from your smartphone.

 

Where can I use my prepaid service?

Prepaid service is available in the Prepaid Rate and Coverage Area. To see where prepaid service is available:

  1. Go to our interactive coverage map.
  2. Tap or click the Menu icon in the top left corner of the map.
  3. Select Prepaid.

The prepaid coverage map will display.

Calls made or received outside of this calling area will be charged at a roaming rate. See the Prepaid International page for rate details.

Note: If your smartphone can use Wi-Fi Calling and the feature is turned on, you can call from anywhere with a Wi-Fi connection. Wi-Fi calls to US phone numbers are free, even while traveling internationally.

 

What phones can I use with Verizon Wireless prepaid service?

You can view all prepaid phones and other devices that are available for purchase on our Prepaid Shop page.

You can also check online for the prepaid eligibility of a phone you already have (including iPhone®):

  1. Go to the Bring Your Own Device page.
  2. Enter the requested information (including your Device ID and SIM ID). Note: Instructions for how to find that info is in the Device ID & Info section of the Device Support page for your phone.
  3. Tap or click Add to cart & pick a plan to see what standard and prepaid plans your phone is eligible for.

Learn more about bringing your own device on our Bring Your Own Device FAQs page.

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With the advances of adaptive technologies and trend toward progressive legislation, customers with disabilities now have many resources available:

Government telecom resources

Association resources

TTY/Telephone device vendors

Quick reference numbers

The following services are available by dialing the keys on your handset:

Dial

Service

411

Directory Assistance

#225 or #BAL

Customer access to balance information

#4673 or #HOPE

National Domestic Violence Hotline

#646 or #MIN

Verifications of minutes used

#7623 or #ROAD

Roadside Assistance

#738

Prepay voicemail retrieval

*228

Over the air programming

*86

Voicemail retrieval (Not used for Prepay)

911

Emergency

611

Technical Support

Note: Some numbers may not be available while roaming.

 

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Connected Device Plans are data-only plans can be a great choice for many customers who may have a disability. If you’d like to use wireless data on a tablet, mobile hotspot or other connected device, Verizon has several Connected Device plans available to choose from.

Connected Device Plans allow you to surf the web, send email, stream audio and video and use turn-by-turn navigation – all on Verizon’s nationwide network.

Choose the data plan that fits you best based on the amount of data you’ll need. Then share data across your devices and switch sizes any time.

Connected Device Plans do not include talk minutes.

Check out our Connected Device Plans to see which plan would work best for you.

If you have any questions regarding the Connected Device plans, please contact the National Accessibility Customer Service Center at 888.262.1999, Mon – Fri, from 8:30am – 5:30pm ET.

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Connected Device Plans FAQs

What devices can I use on a Connected Device Plan?

 

Connected Device plans are for devices that do not require a voice allowance, such as:

  • Tablets
  • Jetpack devices
  • Mobile Broadband Routers
  • Connected devices

How do I know how much data I will need with a Connected Device Plan?

 

You can determine your data usage in My Verizon and the My Verizon app. You can view your past bills online or from a device.

If you need more or less data than your Connected Device Plan provides, you can change your plan at any time in My Verizon.

How can I manage my data usage with the Connected Device plan?

 

You can manage your data in two ways:

  • My Verizon and the My Verizon app: Monitor your unbilled monthly data usage from the My Usage page.You can manage your data in two ways:
  • Usage Alerts: Set up usage alerts in My Verizon to send a notification when you’re reaching your data limit. To set up a data alert:
    • Go to the Usage Alerts page in My Verizon.
    • Under the When to Alert section, scroll down to Data and select the alerts you’d like to receive.
    • Select Save all Alerts

You have now successfully set up data usage alerts.

If you have any questions regarding this process, please feel to contact the National Accessibility Customer Service Center at 888.262.1999, Mon – Fri, from 8:30am – 5:30pm ET.

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