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FAQs

Select a question from the list below. Additional FAQs will be added soon, please continue to check for updates.

Frequently Asked Questions
Why can’t NWP wireless users contact the carrier directly?
FAA employees who use government provided devices are not authorized to contact the wireless carriers directly. The NWP manages the carrier accounts for the FAA wireless users and is the only authorized party able to make changes on these accounts. If you have a specific request there are several NWP forms available to users either on our website or by calling the NWP Help Desk at 405-954-5408. If there are further questions, you can email the NWP directly by selecting “Contact NWP”.
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Why has my MiFi data slowed down?
Although the data plans with carriers are labeled as unlimited, many users experience their data throttled (slowing) down. Throttling occurs when a device reaches a monthly usage of 5 GB. This includes devices like MiFi’s, datacards and hotspots on cellular iPads and iPhones. To conserve data usage only use when necessary and make sure data is off when not in use. If possible use WiFi when available. The carriers began throttling down plans regardless of an unlimited plan. There are possible solutions with Verizon by increasing monthly GB usage, but be aware these plans come with an additional monthly cost. If there are further questions, select the “Contact NWP” to email questions directly to the NWP or call the NWP Help Desk at 405-954-5408.
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When I request a new datacard (MiFi, datacard, etc.), does the National Wireless Program automatically cancel the number of the old datacard?
No. It is the customer’s responsibility to submit a Cancellation form located on the NWP website: HERE. If the form is not submitted, your organization will continue to be charged for the datacard. Remember, you can submit a replacement request for your datacard. If you can’t or are unable to find the wireless number assigned to your device you can submit your request with the IMEI/MEID number.
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What if I cannot find a form for a request?
Not all services are available using online request forms. Select the forms section to see what services are available online at the NWP website: HERE If you need services that are not listed in the online forms, call the NWP Help Desk at 405-954-5408.
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Property Questions
Do I need to upload my cellular device to FRAMES?
Please do not add cellular devices to FRAMES. NWP Property submits the FRAMES upload information to the FRAMES Help Desk at the end of each month for auto-upload. Each device is submitted with the FRAMES Property information listed in the request form given through ServiceNow by the requestor. This review and verification process may take up to 2 months. If you do not see this device posted to your property inventory within 3 months of receipt please call the NWP Help Desk at 405-954-5408. If there are further questions, you can email the NWP directly by selecting “Contact NWP”.
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What changes have been made to the NWP Property Auto Upload?
NWP has been working to streamline the FRAMES upload process for customers. All cost centers are now ten characters long beginning with the two character region code. The organization is your routing code with no dashes.
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Why hasn’t my FRAMES transfer of disposal devices been accepted?
NWP Disposal cannot accept any device without first physically verifying the device shipped matches the device listed on the transfer form. All shipments are kept in a locked secured room until processing. Please note that you can always verify the tracking number of the shipment to confirm it has been received by NWP Disposal. For inventory purposes you can indicate that it has been shipped and is pending transfer. This will not impede your inventory.
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How can I know which devices are authorized for NWP to order?
Click to view the Authorized Device List

To help our wireless users/customers be better informed, the NWP has added information on Authorized wireless devices to our website for faster review. Select the Request Forms tab on the left of the NWP website. There is a link near the top of the forms page that displays the Authorized Device List. These include cell phones, Mifi’s, Smartphones and cellular iPad’s, which include GB size for smartphone and cellular iPad devices.

A selected device when requested may not always be available, which in that case, an NWP representative will contact you for an acceptable replacement.
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Why can't you swap ordered devices?
When a device is ordered, it is ordered for the individual listed in the Inventory Information section of the request form. That individual is assigned to that device. Do not swap a device once it is ordered/shipped to you. If you do, NWP records will show incorrect information. If you need to change the user for a device, submit a User Name Change form, once the new device has been activated.
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Where is a list of current authorized wireless devices?
Does the hotspot work while I am talking on the phone?
Yes, if the correct settings are enabled. Under the settings, go to Cellular and Cellular Data Options. Enable LTE Voice and Data, if they are not selected. This allows you to connect to your hot spot on your phone, while talking on the phone. NWP tested both carriers and as long as LTE voice and data are selected on your phone then you will not lose your hot spot while making a call.
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Can I keep my wireless device if I change LOB’s?
If you are relocating and changing LOB’s you can keep your device with your management's approval. Please note, your gaining management must approve the change as well. The gaining MSC must approve a Funding Line of Business Change (FLOB) form found on the NWP Forms page. NWP can move the device to the new LOB and/or change the phone number. Contact your MSC here for further information.
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Can I install a new version of iOS on my FAA iPhone/iPad Mobile Device?

If you have a personal iPhone or iPad, you’ve no doubt seen the prompts from Apple to install the newest version of the iOS. And no doubt, you’ve gone ahead with the installation at your earliest convenience.

But, if you have an FAA-issued iPhone or iPad, it’s critical that you do not install new versions of the iOS until you have been approved to do so by AIT.

In current testing of the latest Beta version of iOS 11, the following issues were identified:

  • Lync 2010 cannot run on iOS 11
  • Skype will install but will NOT connect
  • Devices running iOS 11 cannot connect to FAA Employee Wi-Fi

Your FAA-issued iPhone or iPad has been configured to comply with the FAA’s security standards in order to protect you and the agency from cyber threats. AIT thoroughly tests each and every iOS update to ensure it is compliant. Installing the update before AIT has given the green light opens you and the agency up to a wide range of vulnerabilities.

When can you install the new version?
AIT will notify personnel with an FAA-issued iPhone or iPad directly, by email and/or by a notification sent directly to the iPhone or iPad from the FAA’s Mobile Device Management (MDM) service.

The message will say something like “iOS X.X Mobile Device Upgrade for iPhone/iPad is Now Approved for Installation” and will include installation instructions. Once you receive this message, it will be safe for you to install the new version.

When you receive the notification on your device, the message will appear as a pop-up and will only be displayed briefly. However, it will remain in your device’s “notifications” area until you clear it. To view and/or clear the notifications on your iPad or iPhone:

  1. Unlock your mobile device
  2. Swipe down the screen with one finger
  3. Tap the “Notifications” button on the right

Do you have questions?
For questions or issues, please contact the MyIT Service Center at 1-844-FAA-MyIT (322-6948) or via e-mail at helpdesk@FAA.gov. Representatives are standing by 24 hours a day, 7 days a week to assist you.

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How do I Activate or Reactivate a wireless device?

Have you ever needed to ACTIVATE a wireless device but didn’t know what to do?
There is now a form on the website to request an activation or reactivation of a device. CLICK HERE to go to the Request Forms page.

Remember: New lines should be active upon receipt. A wireless device that is being replaced or ported cannot be activated until you receive it. Upon receipt, contact the NWP Help Desk and request an activation ticket be opened.

How can I have my device REACTIVATED?
Reactivation forms must be approved and submitted to NWP by the Mobility Services Coordinator.

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When do I cancel my line of service (phone number)?
Do you know when to cancel your line of service (phone number)?
If you order a replacement phone or port your phone number from a different carrier, do NOT submit a Cancellation form. You will keep your existing number. No action is needed on your part. Only submit a Cancellation form if you no longer want to keep your phone number. If your device is lost or stolen, submit the Suspension form above. Suspension only suspends the number which can be added back anytime or after a period of time the number is automatically added back.
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