Upgrade or Replace your Cell Phone

This information is for customers who would like to:

Upgrade their phone equipment.

Replace a phone while still under contract.

Warranty or Repair defective phones.

File an Insurance Claim with Asurion.

Upgrade Your Phone

Upgrading your phone is the best and least expensive way to buy a new up-to-date phone. At the end of your contract, you can purchase a new phone at the discounted price by resigning the contract. This is called an Upgrade. You have the option of resigning a 2 year or 1 year contract when you purchase your new phone. The phones are cheaper with 2 year contracts.

Your upgrade date is earlier than when your contract ends. If you sign a 2 year (24 month) contract, your upgrade date is 20 months from that day. The upgrade date is 10 months after signing a 1 year.

If you are eligible to upgrade, choose a new phone by clicking here.

If you haven't reached your upgrade date yet, learn about other options below.

Early Upgrades
You can do an Early Upgrade on the Primary line after one year if you are on a 2 year plan. Purchasing a phone with an Early Upgrade means you lose the New Every Two discount.

New 2 Discount
Your are entitled to an extra discount on a new phone for the Primary line only at the end of the 2 year contract. Customers on a plan $34.99 to $79.98 receive an additional $50 off the purchase price of a phone. Customers on a plan $79.99 or higher receive an additional $100 off.

Here is an example:
Charlie Customer is on a 1400 minute Family Share plan with three phones. He has the primary line and his wife and son have the two secondary lines. After 20 months, all three phones are eligible to upgrade.

Because Charlie's plan is above $79.99 he has a $100 New Every Two credit to use towards the purchase of a new phone. His wife and son's phone lines are not eligible for the extra discount because they are considered Secondary Lines. Even though they don't get the extra $100 credit, they still get the New Customer Price which means there are lots of free and inexpensive phones to choose from.

Replace a broken, lost, or stolen phone.

**Remember, upgrading your phone is the least expensive option as long as you are upgrade eligible. If you are on a Family Share plan and a different phone number on the account is eligible, you can use that upgrade and put the new phone on the number that needs the new phone.

If there are no upgrades available, these are options for replacing your phone while still under contract.

Full Retail - You can buy any phone that Verizon Wireless offers at full retail price. When you buy a phone at full retail, the equipment comes with a 1-year warranty and you can put the optional insurance on the new phone. You can buy as many full retail phones as you would like within your contract period without affecting your upgrade eligibility date.

Used phones - you can buy a used Verizon Wireless cell phone or use a friend's or family member's old phone. Activate the old phone online, in a store, or by calling customer service. Often customers hold on to their old phones as back-ups if they lose their new equipment.

eBay.com - Click here to search for new and used Verizon Wireless cell phones.
Important - Shopping on Ebay

Make sure that the phone is a Verizon Wireless phone. You cannot use a phone from a different carrier. Also, check the eBay Seller's reputation. Never buy from someone who doesn't have a positive feedback.

Warranty or repair broken phones

New phones come with a 1 year warranty that covers defective parts and workmanship. It DOES NOT cover physical damaged, liquid damaged, lost or stolen phones. Insurance covers all that.

Verizon is more likely to replace your phone than fix it.

Warranty by Phone

Call 1-866-406-5154. This phone number is ONLY for warranty phone replacement.

You will speak to a technician who will ask what problems you are having, what the condition of the phone is in, and if there is any physical or liquid damage. BE HONEST about any physical or liquid damage because you have to send the old phone back. Verizon will charge you the full retail price of the replacement phone if your phone was physically or liquid damaged.

The replacement phone will be shipped overnight to your home or business. Most of the time, Verizon only sends the phone and NOT the battery or back cover so let them know on the phone if you need either replaced. The package will include a box and shipping label to send your old phone back. Send the old phone back within 10 days.

Activate the replacement phone online, in a store, or by calling customer service. You can use BackUp assistant to transfer your contacts to your new phone. Or you can visit a store to transfer contacts, pictures, and video (as long as your phone can turn on and the charging port works).

Warranty by Store

Verizon Wireless stores with technicians can warranty your phone. Visit VerizonWireless.com and click Store Locater in the top right to find a store with a technician.

Liquid damage indicators

Your phone has a liquid damage indicator on the back of the phone and the battery. It is a sticker that is white or white with checkers when there is no liquid damage, and red or solid colored when there is liquid damage. Verizon Wireless will NOT warranty phones that indicate liquid damage.

Water damage indicator location

I don't remember getting my phone wet?

Often times moisture damage can happen from a rainy day and your phone being in your pocket to putting your phone in the cup holder of your car that has condensation in it. If your phone is liquid damaged, look to replace your phone or file an insurance claim.

Insurance for your phone

Verizon Wireless and most cell phone carriers use Asurion.

Should I get insurance for my phone?

Yes. After many years of debating that question, I think most people should have insurance on their phones. The cost is $4.99/month per line. If you need to file a claim, a replacement phone costs $50. The replacement phone will either be the same model or a newer version of the phone if yours is out of production.

Replacement costs of new phones can be several hundred dollars without insurance. BlackBerry's and PDA's can be over $600 Retail depending on the model! The only phones I don't recommend insurance on are those models that can be replaced for less than $150 which are your no-frills basic phone.

My opinion is that it's easier to spend $5 a month on insurance than several hundred dollars at once to replace your phone. With families, however, this can get expensive to have on every telephone line.

Always place insurance on phones for teenagers or children. No exceptions. You'll be happy you did with the amount of theft in schools and how many times kids get pushed into pools in the summertime.

How to file a claim with Asurion

Call 1-888-881-2622 or visit www.asurion.com

Make sure to call from a different phone than the phone you are filing a claim for so that you can give the technician information off the handset.

If you forgot if you had insurance, call customer service or visit My Account at VerizonWireless.com

The replacement phone will be shipped overnight to your home or business. Often times, Asurion only sends the phone and NOT the battery or back cover so let them know if you need either replaced when you file the claim. The package will include a box and shipping label to send your old phone back, unless your claim was for loss or theft.

Activate the replacement phone online, in a store, or by calling customer service. You can use BackUp assistant to transfer your contacts to your new phone. Or you can visit a store to transfer contacts, pictures, and video (as long as your phone can turn on and the charging port works).