FAQs

Procurement of smart phones is determined by the head of your NYU division.

To request a new smart phone, please download and fill out one of the carrier-specific forms:

• AT&T
• Verizon

Once you have filled it out, received departmental approval, and have all the necessary signatures, please scan and email the form to its.mobile@nyu.edu.

ITS recommends BlackBerry, iPhone, or Android. At this time ITS' on-site support service only provides support for BlackBerry and iPhone.

For additional information, see Setting Up Your Smart Phone.

Orders take five to seven business days to arrive. ITS will contact you when the phone is ready.

Activation and testing for both data and voice services is performed prior to your receiving the phone.

ITS Mobile does not provide on-site support for setting up applications or services on your smart phone. For assistance with setting up your BlackBerry or iPhone, see Setting Up Your Smart Phone.

ITS Communications and Computing Services pays the bill via a direct debit from your department's chartfield. You will be sent the original bill for your records. (Please note: ITS does not keep copies of any bills.)

There is a $5 charge to request a new copy of your bill, which takes up to six weeks for the service provider to process.

Highlight the items on the items that you are disputing, and either scan the bill and email it to its.mobile@nyu.edu, or send it via interoffice mail to:

ITS Mobile Services ATT: Katherine Miranda
10 Astor Place, Room 426

Contracts with individual service providers will vary based on your selections when requesting a new device.

All contracts are for a period of two years. There is a $175 provider termination fee if you wish to cancel your service the contract before it is up.

Yes. See the Ask ITS knowledgebase for instructions. (Do not change your device configuration instructions until after the migration is complete.)

You may take ownership of your cellular number from NYU. To assume personal liability, send an email to its.mobile@nyu.edu requesting ownership of the account. ITS will assist you with transferring the liability.

Report lost or stolen NYU-owned smart phones to its.mobile@nyu.edu as soon as possible.

All smart phones include a one-year warranty, which covers defective hardware. This warranty does not cover accidental damage.

If your phone is under warranty, and your IT staff have determined that the cause is a hardware malfunction, please contact its.mobile@nyu.edu to request replacement.

Insurance may be purchased when you initially request your smart phone, at an additional minimal monthly cost. If your phone is covered by insurance, you may be eligible to receive a replacement device due to damage, theft, or loss. There is a deductible fee when requesting a replacement device via an insurance provider. Fees vary; please contact the insurance provider to determine this fee.

To request a replacement via insurance, you will have to contact the insurance provider for your provider listed below. You will need to have a credit card available for the deductible.

• AT&T
• Verizon

Replacements for lost devices not covered under insurance will need to be purchased at full retail price if you are still under contract. To replace it, please download and fill out a device-specific service request form:

• AT&T
• Verizon

See Can My Phone Be Insured, above, if your device is insured.

To upgrade your current NYU-purchased smart phone, please download and fill out a device-specific service request form:

• AT&T
• Verizon

International roaming services are not provided by default and are available as an additional monthly charge.  Calls placed within the United States to sites abroad or from sites overseas will incur additional charges.

Overseas coverage can be requested either during your initial device request, or at a later time, by downloading and filling out a device-specific service request form:

• AT&T
• Verizon

Please see the following coverage maps for individual providers here:

• AT&T
• Verizon

For Blackberry, there is an additional monthly cost for unlimited international data services.

For iPhones, there is an additional monthly cost for tiered international data services.

Please note: Text messaging services are not included as part of your data plan. To request changes to your data services, please contact its.mobile@nyu.edu.

Text messaging can be added to your plan during the initial procurement, or later on. For options, pricing, and more information, fill out a device-specific request form and email it to its.mobile@nyu.edu.

The Ask ITS knowledgebase is an excellent resource for smart phone troubleshooting. There are a number of helpful how-to's for both BlackBerry and iPhone.

Additionally, BlackBerry and iPhone websites offer downloadable user manuals as well as online forums:

• BlackBerry
• iPhone

If you have an NYU-purchased smart phone and are still unable to find the solution to your problem, please contact its.mobile@nyu.edu.

Please download one of these carrier-specific forms:

• AT&T
• Verizon

Once you have filled it out, received departmental approval, and have all the necessary signatures, please scan and email the form to its.mobile@nyu.edu.

NYU employees are offered discounts to their bills from these carriers: AT&T, Verizon, and Sprint/Nextel. Please contact your carrier directly.

Yes. After NYU transitions to Google Apps for Education, see the Ask ITS knowledgebase's Mobile Users section for instructions. (Do not change your device configuration instructions until after the migration is complete.)