Feeling a little overwhelmed by the idea of returning your Verizon Internet Gateway? Don't fret! Many people find themselves in this exact situation, whether they're upgrading, canceling service, or just sorting out their tech. This comprehensive guide will walk you through every step of the process, ensuring a smooth and stress-free return. Let's get started!
How to Return Your Verizon Internet Gateway: A Complete Guide
Returning your Verizon Internet Gateway is crucial to avoid unwanted fees and ensure a clean break from your service. Whether it's a 5G Home Internet router, an LTE Home Internet router, or a Fios router, the process generally involves a few key steps.
Step 1: Determine Your Return Reason and Equipment Type - Why are you returning it?
Before you do anything, it's vital to understand why you're returning your equipment and what type of equipment you have. This will dictate the specific steps you need to follow.
Are you canceling your Verizon Internet service entirely?
If yes, you must return all Verizon-owned equipment within a specified timeframe (usually 30 days) after your service disconnection date to avoid hefty unreturned equipment fees.
Are you upgrading your Verizon Internet service and receiving new equipment?
In many upgrade scenarios, Verizon will provide instructions and a return label for your old equipment.
Are you returning equipment that was defective or exchanged?
This typically falls under a warranty replacement or a general exchange, and the process might differ slightly.
Do you have 5G Home Internet, LTE Home Internet, or Fios Internet?
5G Home Internet and LTE Home Internet equipment usually refers to a wireless router and possibly a Wi-Fi Extender.
Fios Internet equipment often includes a router, set-top boxes (if you had TV service), and potentially an Optical Network Terminal (ONT). Note: The ONT is generally considered Verizon's property and often remains at the premises for future subscribers. Do not remove it unless specifically instructed by Verizon.
Important Tip: Always check your confirmation emails, bills, or My Verizon account for specific instructions related to your service and equipment.
Step 2: Initiate the Return Process with Verizon - Get your official green light!
You cannot simply walk into any Verizon store and drop off your internet gateway, especially if your service has already been canceled. You need to officially initiate the return.
Sub-heading: Contacting Verizon Customer Service
The most reliable way to begin the return process is by contacting Verizon Customer Service.
Call Customer Service: Dial 1-800-922-0204 (for general Verizon inquiries) or the specific Fios or Home Internet support number if you have it. Be prepared to provide your account number and explain your reason for returning the equipment.
Chat with Verizon: Sign in to your My Verizon account online or through the app and look for the "Chat with us" option. Type "Cancel" or "Return Equipment" into the chatbox and follow the prompts. You can also request to speak with a live agent.
My Verizon Online Portal: For some returns, you may be able to initiate the process directly through your My Verizon account.
Go to your Orders page and select "View details" next to the relevant order.
Look for an option like "Return or exchange" and select the items you wish to return.
Follow the on-screen instructions to set up your return.
Sub-heading: Obtaining Your Return Label
Once you've initiated the return, Verizon will provide you with a return shipping label.
Email: Most commonly, Verizon will email you a prepaid return label as a PDF attachment. This is your key to a free and tracked return.
Mail: In some cases, especially if you specifically request it or if there are system issues, Verizon might mail you a physical return kit, though this is less common now for just a label.
My Verizon App/Website: If you initiated the return online, you might have the option to print the label directly from your My Verizon account. Look for "Print this label" or a similar button.
Crucial Reminder: Do not proceed without an official Verizon-provided return label or explicit instructions for a direct drop-off. Using your own shipping can lead to issues with tracking and proof of return.
Step 3: Prepare Your Equipment for Return - Pack it up properly!
Proper packaging is essential to ensure your equipment arrives safely and you avoid potential damage charges.
Gather All Components: Collect all parts of your Internet Gateway that were provided by Verizon. This typically includes:
The Internet Gateway/Router itself
The power adapter/cord
Ethernet cables
Any Wi-Fi Extenders or other accessories provided with the gateway.
If you had Fios TV, also include set-top boxes, remotes, and their power cords.
Clean the Equipment: While not strictly required, giving the equipment a quick wipe-down can be a good practice, especially if it's dusty. Ensure it's in "like-new condition" as per Verizon's policy to avoid damage fees.
Factory Reset (Optional but Recommended): For your privacy, it's a good idea to perform a factory reset on your router to wipe any personal settings or data. Consult your gateway's manual or Verizon's support pages for instructions specific to your model.
Secure Packaging:
If you have the original box, use it! It's designed to protect the equipment.
If not, use a sturdy box that is appropriately sized for your equipment.
Use ample packing materials like bubble wrap, packing paper, or old newspapers to cushion the gateway and prevent it from shifting around during transit. You want it to be snug and protected.
Attach the Return Label: Securely affix the prepaid return label to the outside of your packaged box. If you printed it, make sure it's clear and scannable. Consider placing a piece of clear packing tape over the entire label to protect it from moisture or tearing.
Step 4: Drop Off Your Package and Get Proof - Your final, critical step!
This is arguably the most important step to protect yourself from unreturned equipment fees.
Sub-heading: Recommended Drop-off Locations
Verizon primarily partners with UPS for equipment returns.
The UPS Store: This is the preferred method. Take your packaged and labeled box to any UPS Store location.
The staff at The UPS Store will scan the equipment's serial numbers, package it (if you didn't, or if they prefer their own packaging), and process the return shipment.
CRITICALLY IMPORTANT: Request and keep the return receipt. This receipt will have a tracking number and confirmation that your specific equipment (based on its serial number) was returned. This is your definitive proof.
UPS Drop Box (Less Recommended): While you can use a UPS drop box if you have a prepaid label, it's less ideal as you won't get an immediate receipt with a scanned serial number. Only use this if a UPS Store is genuinely unavailable and you've taken clear photos of the label and packaging beforehand.
Sub-heading: Alternative (and Less Common) Return Methods
Verizon Corporate Stores (Limited Acceptance): While Verizon's general policy states that Home Internet equipment returns for lines already canceled are not accepted in Verizon stores, some corporate stores might assist if you are within the 30-day return window and the service is still active, or if a manager specifically allows it due to an issue. It's always best to call ahead to your local store to confirm their policy before visiting. For Fios equipment, some specific Verizon stores are equipped to handle returns.
Authorized Retailers: Generally, equipment purchased from an authorized retailer must be returned to that specific retailer according to their return policy.
Personal Safety Net: Before dropping off your package, take photos of the packaged equipment, the attached return label with the tracking number clearly visible, and even a video of you sealing the box. This provides additional proof in case of any disputes.
Step 5: Track Your Return and Confirm Account Update - Peace of mind!
Your job isn't done until you've confirmed that Verizon has received and processed your return.
Track Your Package: Use the tracking number from your UPS receipt to monitor the delivery status of your package.
Check Your My Verizon Account:
Log in to your My Verizon account online or via the app.
Look for your equipment status or recent billing statements. It may take a few days after delivery for Verizon's system to update and reflect the return.
Confirm that no "unreturned equipment fees" have been applied to your bill.
Contact Customer Service (If Needed): If you don't see your return processed within a reasonable timeframe (e.g., a week after delivery) or if you see an unreturned equipment fee, contact Verizon Customer Service immediately. Provide them with your tracking number and the return receipt as proof.
By following these steps meticulously, you'll successfully return your Verizon Internet Gateway and avoid any unnecessary charges or headaches.
10 Related FAQ Questions
How to check if my Verizon internet gateway needs to be returned?
You can check your original service agreement, disconnection confirmation email, or log into your My Verizon account under your equipment details. For disconnected services, Verizon typically requires all rented equipment to be returned within 30 days to avoid charges.
How to get a return label for my Verizon internet gateway if I lost it?
You can usually generate a new return label by logging into your My Verizon account online, navigating to your orders or equipment section, and looking for a "Return or exchange" option. Alternatively, contact Verizon Customer Service via phone or chat, and they can email you a new prepaid return label.
How to package my Verizon internet gateway for return?
Use a sturdy box (the original packaging is best if you have it) and ensure all components (gateway, power adapter, cables) are included. Wrap the equipment in bubble wrap or other cushioning material to prevent damage during transit. Securely tape the box and attach the Verizon-provided return label.
How to find the nearest UPS Store for Verizon equipment return?
You can use the UPS Store locator tool on the UPS website (
How to ensure I don't get charged an unreturned equipment fee by Verizon?
The most crucial step is to obtain a receipt with a tracking number and scanned serial numbers when you drop off the equipment at a UPS Store. This receipt is your definitive proof of return. Keep it safe until your account is confirmed clear of equipment charges.
How to return Verizon Fios equipment specifically?
For Fios equipment (routers, set-top boxes), the process is similar to wireless internet gateways. You'll typically need to contact Verizon to initiate the return and get a prepaid UPS shipping label. You then drop it off at a UPS Store, ensuring you get a receipt. Remember, the ONT (Optical Network Terminal) usually stays at your premises.
How to return Verizon equipment if I've moved?
If you've moved, ensure that the return label Verizon sends you is for your current address. If not, contact customer service to have them send the label to the correct mailing address. You can still drop it off at any authorized UPS location.
How to confirm Verizon received my returned internet gateway?
Once you drop off the package, use the tracking number provided on your UPS receipt to track its delivery. After it shows as delivered, monitor your My Verizon account for a few business days to confirm the equipment is no longer listed or that no unreturned equipment fees appear on your bill.
How to dispute an unreturned equipment fee from Verizon?
If you're charged an unreturned equipment fee despite returning the gateway, immediately contact Verizon Customer Service. Provide them with your UPS tracking number, the date of return, and a copy of your return receipt. The receipt with the scanned serial numbers is vital proof for disputing the charge.
How to return a Verizon internet gateway if it's damaged?
If your equipment was damaged while in your possession, you may still be responsible for the unreturned equipment fee or a damage fee as per Verizon's terms of service. It's best to contact Verizon Customer Service to discuss your specific situation and follow their instructions for returning damaged equipment.