Mon-Fri 8am-11:45pm ETShortest Wait: FridayShortest WaitBest Time to Call: Friday
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Pro-Tips For Reaching A Human
To connect with a live agent, press 7 at the first menu, then follow the prompts.
Before You Call Checklist
Your 10-digit phone number.
Your Account PIN (6-digit or 10-digit number).
The last 4 digits of your Social Security Number.
The device you are having trouble with (for technical
issues).
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Frequently Asked Questions
How do I activate my Total by Verizon (formerly Total Wireless) service?
To activate your device, go to totalbyverizon.com/activate and enter your phone's IMEI (Serial Number) and SIM card number. You will also need a Service Plan PIN, which can be found on a service card or purchased during the activation process. Once the steps are completed online, restart your phone to enable service.
Can I keep my current phone number when switching to Total Wireless?
Yes, you can transfer your existing number during the activation process. You will need to provide your previous carrier's account number and a Transfer PIN. Keep your old service active until the transfer is successful to avoid losing your number. The process typically completes within a few hours but can take up to 24 hours.
How do I refill my plan or set up Auto-Refill?
You can add airtime by visiting the "Refill" section on the Total by Verizon website, using their mobile app, or by texting the word "REFILL" to 611611. To ensure your service is never interrupted, you can enroll in Auto-Refill, which automatically charges your saved payment method on your Service End Date.
What should I do if my mobile data or MMS is not working?
First, ensure your plan is still active and has remaining data. If your service is active but data isn't working, text the word "APN" to 611611 to receive the correct network settings for your device. If problems persist, try restarting your phone or toggling Airplane Mode on and off to refresh the network connection.
How do I talk up to a live human at Total Wireless customer service?
To connect with a live representative, call (866) 663-3633. When the automated menu begins, say "Representative" or "Agent" to be transferred to a live person. Customer support is available 7 days a week from 8:00 AM to 11:45 PM EST. You can also use the Live Chat feature on their official website for assistance.
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