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Preguntas frecuentes sobre la suspensión del servicio


These FAQs detail the ways you can temporarily suspend your wireless service in Mi Verizon and with the My Verizon app.

Select a suspension type to view those specific FAQs:

To cancel service or remove a line permanently: Call Customer Service at (800) 922-0204 or visit a tienda de Verizon to permanently remove a line from your account or discontinue service, You cannot cancel service online or with the My Verizon app.

Información General
  1. ¿Qué es la opción suspender servicio en Mi Verizon, y por qué debería usarla?

    If you are unable to use your device temporarily, you can suspend your service to prevent unauthorized use or charges. When you suspend a line of service, you won't be able to make or receive calls or text message or access the Verizon Wireless data network.

    Hay tres tipos de suspensiones de servicio:

    • Suspensión por pérdida/robo - If your device is lost or stolen, you should suspend your service to help protect against unauthorized use.
    • Suspensión militar - You can suspend your service for a period of time if you, or another user on your account, have been called into active military service.
    • Otro tipo de suspensión - You can suspend your service temporarily if you won't be using your device for a long period of time (e.g., going on a vacation, illness, etc.).

    To learn how to suspend your service online in My Verizon watch our Cómo suspender o reconectar el servicio video.



  2. Si suspendí mi servicio porque perdí o me robaron mi dispositivo, ¿seguiré recibiendo la factura mientras mi servicio está suspendido?

    Because every situation is different, we offer 3 options for how you'll be billed for voice, data and feature subscriptions while your device is suspended. You can choose to suspend, at a reduced rate, or continue to be billed as normal. If your device is lost or stolen you may also be eligible to suspend without billing. Keep in mind, if you're on a device payment agreement and/or you're subscribed to equipment insurance, your payments and coverage will continue while your device is suspended.

    1. Reduced rate billing - For up to 90 days you won't incur voice, data or feature subscription charges while your device is suspended. You just pay a reduced rate of $10 per month instead of your full monthly bill. You can choose this option for up to 90 days per rolling 12 month period. If you have previously suspended service without billing, the time you used will count against the amount of time available to you for reduced rate billing. For example, if your device was previously lost or stolen and you suspended service without billing for 10 days, you would have 80 days available to suspend service at a reduced rate. Once you have used up 90 days of reduced rate time you'll need to wait 12 months before using it again. Your upgrade eligibility and contract end dates will be extended for however long your device is suspended if you're on a 2-year contract, and if you're on device payment you will continue to be billed your monthly device charge.

    2. Without billing - You can choose this option once per rolling 12 month period, for a maximum of 30 days, as long as you have time remaining in your reduced rate allowance. During this time you won't incur voice, data or feature subscription charges while your device is suspended*. Your upgrade eligibility and contract end dates will be extended for however long your device is suspended.

    3. Suspended with billing - You'll be billed for all services and features during the suspension period without impacting your contract and upgrade eligibility dates.


    *Si tienes un suscripción de servicio mensual a través del Centro Multimedia, los cargos seguirán facturándose durante el período de suspensión a menos que canceles la suspensión. Si cancelas la suscripción y vuelves a descarga la aplicación más tarde, los cargos por descarga NO se reembolsarán.



  3. ¿Puedo cambiar mi plan mientras mi servicio está suspendido?

    While your device is suspended you can still change your plan. We offer a number of convenient ways to change your plan at home or on the go:

    • The My Verizon app: Just open the app on your device and pick a new plan. It comes preinstalled on many of our devices or you can get it from Google Play™ y el Apple® App Store®.

    • My Verizon: Go to the Cambia tu plan page in My Verizon on your smartphone, computer or tablet web browser to find a new plan.

    • My Verizon for Prepaid accounts: Change your prepaid plan and add data from the Mi Plan page in My Verizon for prepaid accounts. Refer to the My Verizon for Prepaid Accounts How to Use Guide para obtener instrucciones paso a paso.


  4. ¿Cómo puedo reconectar el servicio de mi dispositivo?

    Visita nuestras Preguntas frecuentes sobre Reconectar el servicio para obtener información sobre reconexión de servicios.



  5. ¿Puedo suspender mi servicio móvil por internet si tengo un pedido pendiente en mi cuenta?

    No. Si tienes un pedido pendiente on your account, you won't be able to suspend your mobile service online until the pending order is completed or removed from your account. Obtén más información en nuestra página de Información sobre pedidos pendientes  

    Un titular de la cuenta o administrador de la cuenta puede eliminar un pedido pendiente de una cuenta por internet en Mi Verizon. Obtén más información sobre quiénes pueden tener acceso a la cuenta.

    Nota: si se elimina un pedido pendiente, se cancelará y tendrá que realizarse de nuevo.

    Para eliminar un pedido pendiente de tu cuenta:

    1. Visita la página Mis pedidos en Mi Verizon.
    2. Haz clic en Ver cambios pendientes en la cuenta.
    3. Haz clic en Borrar al lado del pedido pendiente que quieres eliminar.
    4. Haz clic en Borrar cambio pendiente en la cuenta.


Suspensión por pérdida/robo
  1. ¿Qué es la suspensión por pérdida/robo?

    If your device is stolen or lost, you can temporarily suspend your service to prevent unauthorized usage and charges on your account.



  2. Perdí mi teléfono o me lo robaron. ¿Cómo suspendo mi servicio?

    You can suspend your service using the My Verizon app or online in My Verizon from your smartphone, tablet or computer.

    Prepaid Customers: If your device is lost or stolen you can suspend service in My Verizon for prepaid accounts. Refer to the My Verizon for Prepaid Accounts How to Use Guide para obtener instrucciones paso a paso.

    La aplicación Mi Verizon

    To suspend your service with the My Verizon app:

    1. Tap the menu and select My Devices.
    2. Tap Suspend or Reconnect Device(s).
    3. Select the line you want to suspend if there is more than one device on your account.
    4. Tap the reason you are suspending service.
    5. Select a billing option. This will determine how you're billed while your device is suspended.
    6. Toca Continue.

    You've successfully suspended service using the My Verizon app.

    Mi Verizon

    1. Ve a la Suspend or Reconnect your service page in My Verizon on your smartphone, tablet or computer.
    2. Select the line you want to suspend if there is more than one device on your account.
    3. Choose the reason you are suspending service.
    4. Select a billing option. Descubre más about these billing options including eligibility details.
    5. Click or tap Suspend Selected Line.

    You have successfully suspended service online in My Verizon.

    También puedes mirar nuestro Cómo suspender o reconectar el servicio video for instructions.

    Nota: después de suspender tu servicio, consulta nuestra página Programa de reemplazo de dispositivos para más información sobre las opciones de reemplazo de tu dispositivo perdido o robado.

    If you are unable to access the My Verizon app or My Verizon you can suspend service by calling Customer Service.



  3. Si suspendo mi servicio porque perdí o me robaron mi dispositivo, ¿de qué manera se ven afectadas mis fechas de contrato y actualización?

    If you suspend your service with billing, your contract and upgrade eligibility dates won't be impacted.

    If you choose to be billed at a reduced rate or if you stop billing during your suspension, your contract and upgrade eligibility dates will be extended for however long your line is suspended.



  4. Si suspendo el servicio por la pérdida o robo de mi dispositivo, ¿se podrá seguir usando?

    When you suspend service, your device is blocked from connecting to the Verizon Wireless network. También se evitará que el dispositivo sea activado en cualquier cuenta de Verizon Wireless.

    However, suspending service won't affect someone's ability to access the content and apps on the device, especially if the device wasn't protected with a password. Also, if the device has Wi-Fi capability, it can still be connected to a Wi-Fi network.

    Consulta nuestra página Programa de reemplazo de dispositivos para conocer posibles opciones para localizar y/o proteger remotamente la información en tu dispositivo perdido/robado.



  5. ¿Puede Verizon ayudarme a rastrear mi dispositivo perdido?

    No, we don't provide assistance finding a lost device.

    If you've installed Verizon Protection o una herramienta similar para encontrar teléfonos, podrías usarla para localizar tu dispositivo. Consulta nuestra página Programa de reemplazo de dispositivos para ver otras opciones posibles para localizar remotamente tu dispositivo.

    Si crees que tu dispositivo puede haber sido robado, por tu seguridad no trates de localizarlo. En su lugar, contacta a la policía para informar el robo.



  6. ¿Cómo presento una reclamación de seguro para un dispositivo extraviado o robado?

    Si estás suscripto a Protección móvil total, Cobertura total del equipo o Protección del teléfono móvil de Asurion, puedes presentar una reclamación al seguro directamente en Asurion:

    • Online - Visit the Sitio Web de Asurion
    • By phone - Call Asurion Customer Service at (888) 881-2622

    Consulta nuestras Preguntas frecuentes sobre protección de equipos para obtener más información.

    Si no tienes seguro, visita nuestra página Programa de reemplazo de dispositivos para más opciones de reemplazo.



  7. ¿Qué debo hacer si encuentro mi dispositivo perdido después de haber suspendido el servicio?

    Si encuentras tu dispositivo perdido, puede reconectar tu servicio visitando la página Suspender o reconectar tu servicio page in My Verizon or the My Verizon app. You can also call Servicio al cliente.

    Al reconectar tu servicio se eliminarán los bloqueos que evitaban que tu dispositivo fuera activado en una cuenta de Verizon Wireless, y se reconectarán los servicios de red al dispositivo.

    Para más información sobre la reconexión del servicio, consulta nuestras Preguntas frecuentes sobre Reconectar el servicio.



Suspensión militar
  1. ¿Qué es la suspensión por servicio militar?

    The Federal Service Members Civil Relief Act (SCRA) and some state laws provide certain protection to service members.

    If you have non-voice devices (i.e. Jetpack, tablet, etc.) and you receive orders to relocate to a location where Verizon Wireless service is unavailable, you can terminate your service with Verizon Wireless without paying an Early Termination Fee (ETF). To terminate your services call Customer Service at (800) 922-0204 or visit a tienda de Verizon Wireless.

    If you have a voice device and you receive orders to relocate to a location where Verizon Wireless service is unavailable, you can choose to suspend your line for the period of your relocation or up to 3 years and 90 days. Or, if you prefer, you can terminate your service without paying an Early Termination Fee (ETF).

    Note: Verizon Wireless offers discounts to military personnel and veterans through our Programa de descuentos para militares y veteranos.



  2. ¿Cómo suspendo o finalizo un servicio debido a mi despliegue militar?

    If you or a family member on your account have received orders to relocate for 90 days or more to an area where Verizon Wireless doesn't provide coverage and you need to suspend your service, you have two options: you can suspend your service or terminate your line.

    See the steps below to suspend your service with the My Verizon app or online in My Verizon. If you're unable to suspend your service online, you can email, Fax, or mail your orders to us. Conoce cómo.

    La aplicación Mi Verizon

    To suspend your service with the My Verizon app:

    1. Tap the menu and select My Devices.
    2. Tap Suspend or Reconnect Device(s).
    3. Select the line you want to suspend if there is more than one device on your account.
    4. Select Military Deployment as the reason you are suspending service.
    5. Enter the following information (as shown on your military orders) to verify your active duty:
      • Location of Deployment
      • First/Last Name
      • Fecha de nacimiento
      • Full Social Security Number
    6. Click or tap Suspend Selected Line.
    7. Toca Continue.

    You've successfully suspended service for military deployment using the My Verizon app.

    Mi Verizon

    To suspend your service in My Verizon using your smartphone, tablet or computer browser:

    1. Ve a la Suspend or Reconnect your service en Mi Verizon.
    2. Select the line you want to suspend if there is more than one device on your account.
    3. Select Military Deployment as the reason you are suspending service.
    4. Enter the following information (as shown on your military orders) to verify your active duty:
      • Location of Deployment
      • First/Last Name
      • Fecha de nacimiento
      • Full Social Security Number
    5. Click or tap Suspend Selected Line.

    You have successfully suspended service for military deployment online in My Verizon.

    To terminate your line:



  3. How do I suspend my service for military deployment over email, Fax or mail?
    1. Send your documents to Correspondence Team:
      • Email: militaryorders@verizonwireless.com
      • Dirección postal:
        Verizon Wireless
        Attn: Correspondence Team
        PO Box 5029
        Wallingford, CT 06492
      • Fax: 800-261-6872
    2. Include a copy of your relocation orders including:
      • Subject: Military Order
      • Customer or Account Name
      • Account Number and Mobile Number

    You've successfully suspended your service. Please note, the process can take up to 24 hours to complete.

    Please be prepared to provide information from your orders.

    Te agradecemos por tu servicio.



  4. Si suspendo el servicio por razones militares, ¿durante cuánto tiempo estará suspendido y cuánto tiempo estará disponible mi número de teléfono móvil?

    Cuando se suspende el servicio por razones militares, tu servicio puede suspenderse hasta 3 años y 90 días. Tu número de móvil también permanecerá disponible para ti durante este tiempo, para que puedas reconectar tu servicio con el mismo número.

    Después de este período de tiempo, la línea de servicio se desconectará automáticamente y el número de móvil ya no estará reservado para ti. If you had an active device payment prior to suspending and the line is terminated, the balance of the device installment will be billed to your account at the point of termination.



  5. ¿Seguiré recibiendo la factura mientras mi servicio está suspendido por despligue militar?

    No, all billing for service and features will be stopped while your account is suspended. This includes billing for your device payment agreement.

    Nota: puedes recibir una facturación parcial por la duración del mes en que tu línea estuvo activa antes de la suspensión militar.



  6. ¿Se ven afectadas mis fechas de contrato y actualización si suspendo mi servicio por razones militares?

    No, your contract and upgrade eligibility dates won't be extended for the time your line is suspended for military reasons. If you had an active device payment agreement during the term of your suspension, your payment agreement will resume once your services are reconnected. Your ability to upgrade will be determined based on the number of payments that remain on the agreement.



Otro tipo de suspensión voluntaria
  1. What is the "Other" service suspension option in My Verizon?

    If you'd like to temporarily suspend your service for reasons other than a lost/stolen device or for military purposes, you can select the "Other" option on the Suspender o reconectar tu servicio en Mi Verizon.

    Otras razones para suspender el servicio son:

    • Traveling temporarily to a location where Verizon Wireless doesn't provide service
    • Enfermedad u hospitalización
    • Ensure you aren't billed for a gift you purchase before it is received when you purchase Verizon service as a gift


  2. ¿Cómo suspendo temporalmente mi servicio debido a un viaje, una enfermedad u otras razones?

    La aplicación Mi Verizon

    To suspend your service with the My Verizon app:

    1. Tap the menu and select My Devices.
    2. Tap Suspend or Reconnect Device(s).
    3. Select the line you want to suspend if there is more than one device on your account.
    4. Select Other as your reason for suspending service.
    5. Select a billing option. Descubre más about these billing options including eligibility details.
    6. Toca Continue.

    You've successfully suspended service using the My Verizon app.

    Mi Verizon

    1. Ve a la Suspend or Reconnect your service page in My Verizon on your smartphone, tablet or computer.
    2. Select the line you want to suspend if there is more than one device on your account.
    3. Select Other as your reason for suspending service.
    4. Select a billing option. Descubre más about these billing options including eligibility details.
    5. Click or tap Suspend Selected Line.

    You have successfully suspended service online in My Verizon.



  3. Will I continue to be billed while my service is suspended for the "Other" reason?

    You have two billing options when you suspend service and choose the "Other" reason:

    When you select "Other" as your reason, you have two options for how you will be billed while your device is suspended.

    • With billing - You'll be billed for all services and features during the suspension period. However, your contract and upgrade eligibility dates won't be impacted.

    • Reduced rate billing - You can suspend at a reduced rate of $10/mo for up to 90 days during a rolling 12 month period. Monthly device payments will continue under your device payment agreement. Si eliges esta opción, tus fechas de contrato y eligibilidad de la actualización se extenderán durante el tiempo que tu línea esté suspendida.


  4. Are my contract and upgrade dates affected if I suspend my service for the "Other" reason?

    If you suspend your service with full billing, your contract and upgrade eligibility dates won't be impacted. If you select the reduced rate billing option during your suspension, your contract and upgrade eligibility dates will be extended for however long your line is suspended.



  5. If I suspend my service for the "Other" reason, how long is the suspension period?

    When you select "Other" as your reason for suspending your service, the suspension can last up to 180 days. Please note, any previous time you used in the last rolling 12 months will be deducted from your eligible time. In a 12 month rolling year you are only eligible for 90 days at a reduced rate and the remaining 90 days you will be billed your full monthly amount. Your billing status will be automatically updated based on how much suspend time you have available.



  6. I've suspended my service for the "Other" reason. Can I change the automatic reconnect date from the default 90-day period?

    No, pero puedes reconectar tu servicio en cualquier momento antes de la fecha de reconexión automática de 90 días yendo a la página Suspender o reconectar tu servicio page in My Verizon or the My Verizon app.

    Para más información sobre la reconexión del servicio, consulta nuestras Preguntas frecuentes sobre Reconectar el servicio.



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