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Activation for Upgrade Mobile Devices

Carriers: AT&T / T-Mobile / Verizon

*Activations must be completed within 14 days of receiving the device and during normal business hours. If support/troubleshooting is needed it will not be available after business hours, weekends, or holidays.

Before you activate your new mobile device (for existing numbers):

If this device is replacing a lost or stolen device, you must report your missing device to:

  • University and School of Medicine Clients: Visit https://privacy.stanford.edu/ 
  • SHC (Stanford Health Care): Call Service Desk at 650-723-3333 (available 24/7) 
  • SMCH (Stanford Medicine Children’s Health: Call IS Service Desk at 650-498-7500 (available 24/7)

If you are transferring your service from another mobile carrier, please listen to and save your voicemails as you will lose them. You will set up a new voicemail box with the new mobile carrier.

1. Charge

Plug in and fully charge your new mobile device prior to powering the device on.

2. Check your old voicemail and text (phones only)

Check important texts and voicemails on your old device before you activate your new phone. You may not have access to those messages after you activate your new mobile device. 

3. Setting up your device

iPhone and iPad (iOS and iPADOS devices)

Samsung Galaxy (Android devices)

4. Ready to activate your new mobile device

Please make sure the end user has their new device in hand and an alternate means of contact (Desk phone, Zoom, Slack, or Personal Number to reach out to). You must use the physical sim card provided with your new device, or the registered eSIM on the mobile device.

AT&T 

Transfer your AT&T service to your new device online: 

  1. Go to https://www.att.com/activations/activatewireless  
  2. Enter the mobile number and ZIP Code (94063 or 94305) 
  3. Select Continue and follow the prompts to complete the device activation.
  4. If you run into an error message, please contact our Mobile Device Services Help Desk at 650-725-4357 Option 3, select 2 for mobile. DO NOT CALL AT&T as they will not be able to assist with your activation request.
     

T-Mobile 

Contact us at: 

  • Stanford University, Stanford Children’s Health & Stanford Health Care call 650-725-4357 (5-HELP) Option 3, select 2 for mobile services.

Verizon

Transfer your Verizon service to your new device: 

  1. Keep both old and new devices powered off.
  2. On another device or landline, call 1.877.807.4646 and follow the instructions. After prompt, turn on your new device.
  3. If you run into an error message, please contact our Mobile Device Services Help Desk at 650-725-4357 Option 3 select 2 for mobile. 

Voicemail Note: If you are an existing customer and you have forgotten your voicemail password, you will not be able to access Voicemail until you reset your voicemail password. (Call 5-Help, Option 3, select 2 for mobile).

You won’t receive any voice messages until you set up Visual Voicemail 

  1. Tap Phone > Voicemail > Greeting, then choose one of these options: 
    1. Custom (to record your own message) 
    2. Default (to use a generic greeting) 
  2. Tap Save.
  3. Tap Record when you’re ready to start recording. 
  4. Tap Stop when you finish recording your message. 
    1. To review your recorded message, tap Play. 
    2. To re-record your message, repeat steps 2 and 3.
  5. Tap Save. 
  6. Note: Alternately, you can set up voicemail by pressing and holding the number 1 key.
    iPhone Voicemail https://support.apple.com/en-us/HT201436

Samsung Galaxy 

Set up Visual Voicemail 

  1. From the home screen, tap Phone. 
  2. Tap the Visual Voicemail icon. 
  3. Note: Alternately, you can set up voicemail by pressing and holding the number 1 key. 
  4. Tap START. 
  5. Tap OK. 
  6. Visual Voicemail is now ready for use. View the Access voicemail tutorial for tips on managing your voicemail.

Mobile Device Management (MDM): MDM installs a configuration profile that sets a passcode and installs Stanford email, calendar, and contacts. MDM also helps to protect and manage your device in the event of loss or theft. If the device was purchased by Stanford, once you activate your new phone, MDM is preinstalled and you will have you sign in via Remote Management for University and SHC clients.

Support for mobile upgrade activation

University 

  • For additional information: Visit mdm.stanford.edu on your mobile device web browser. 
  • For additional assistance: Please call 650-725-4357 (5-HELP) Option 3, select 1 for paging services or 2 for mobile services.

Stanford Health Care 

  • Call the SHC Service Desk at 650-723-3333 Option 2.

Stanford Medicine Children’s Health 

  • Call the IS Service Desk at 650-498-7500 (available 24/7) to install Intune.

When your new device has been activated and you have successfully moved over all your personal information, contacts, data, and  photos then follow the steps below before turning in your old device.

For Stanford University Faculty and Staff:

  • All devices purchased by Mobile Device Services are considered Stanford Property and are to be returned to your department.
  • Please remove your old device from your profile by going to mydevices.stanford.edu. For any questions, please contact 650-725-4357 Option 3 and Select 2 for Mobile.
  • Protect your information by factory data reset your old mobile device and return device to your department contact or STAR.

5. Factory reset checklist

For Stanford Health Care:
Please contact SHC IT at 650-723-3333 Option 2 for assistance and coordinate a drop off or pick up of your old device with your local field services team.

For Stanford Medicine Children’s Health:
Please send old equipment for data-wiping and e-recycling to:
Haze Nordseth
4100 Bohannon Drive
MC5522, IS Telecom Department
Menlo Park, CA 94025.

Additional Support

Stanford University & Stanford Medicine Children’s Health 

  • Business hours: Monday-Friday, 8 a.m. - 5 p.m.
  • 5-HELP 650-725-4357 (5-HELP) Option 3, select 2 for mobile services.

Stanford Health Care 

  • Business hours: Monday-Friday, 8 a.m. - 5 p.m.
  • 4-HELP (650-724-4357) – option 4.

For Cisco Jabber/Webex, Zoom, and University Email support, please contact University IT Help Desk at 650-725-4357 Option 2.

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