Are you thinking about making a change to your internet service? Perhaps you're moving, looking for a different provider, or simply need to scale back your services. Whatever your reason, cancelling your Verizon internet can seem like a daunting task, but with the right information and a step-by-step approach, it can be a smooth process.
Ready to take control of your internet service and move on from Verizon? Let's get started!
Step 1: Understand Your Current Verizon Internet Contract and Options
Before you pick up the phone or click any buttons, it's crucial to understand the specifics of your current Verizon internet contract. This initial step can save you a lot of headaches and potentially unexpected fees down the line.
Sub-heading: Reviewing Your Contract Details
Locate your original service agreement: This document is your best friend. It outlines the terms of your service, including your contract end date, any promotional pricing, and most importantly, information regarding early termination fees (ETFs).
Check for a contract end date: If your contract has already expired, you're likely on a month-to-month plan, which typically allows you to cancel without an ETF.
Understand early termination fees (ETFs): Verizon Fios, like many providers, may charge an ETF if you cancel service before your contract term is up. This fee is often prorated, meaning it decreases the longer you've had the service. For Fios, the maximum ETF can be around $350, decreasing by approximately $15 for each month you've had the plan.
Note any bundles or promotions: If your internet service is part of a bundle (e.g., internet, TV, and phone), cancelling just the internet component might affect the pricing of your remaining services. Be prepared for potential price adjustments.
Sub-heading: Consider Alternatives to Full Cancellation
Are you sure you want to completely cancel? Verizon offers some alternatives that might be a better fit depending on your situation:
Transferring Service: If you're moving to a new address, check if Verizon Fios is available there. You might be able to transfer your existing service, avoiding cancellation altogether. You can often initiate a transfer through your My Verizon account or by calling customer service.
Pausing Service (Seasonal Hold): If you're going to be away for an extended period (e.g., vacation for 1-9 months), Verizon allows you to place a seasonal hold on your account. There's often a one-time charge for this, but it can be more cost-effective than cancelling and re-subscribing. You typically need to have had the service for at least 90 days prior to the suspension and maintain service for at least three months in a calendar year.
Step 2: Gather Necessary Account Information
Once you've decided to proceed with cancellation, having all your account details readily available will make the process much smoother and faster.
Account Number: This is essential for identifying your service. You can usually find it on your bill or by logging into your My Verizon account.
Account Holder's Name: Only the primary account holder can typically authorize a cancellation.
Account PIN or Security Question Answer: For verification purposes, you'll likely need to provide your account PIN or answer a security question.
Desired Cancellation Date: Have a specific date in mind for when you want your service to end. If you're switching to a new provider, aim to have your new service lined up before your Verizon service disconnects to ensure continuous connectivity.
Step 3: Initiate the Cancellation Process
Verizon provides a few ways to cancel your internet service. While online options exist, the most effective way to ensure a complete and clear cancellation is often over the phone.
Sub-heading: Option A: Cancelling Over the Phone (Recommended)
This is generally considered the easiest and most reliable method for cancellation.
Dial the Customer Service Number: Call Verizon's customer service dedicated to residential services. The most commonly cited number for Fios is 1-800-VERIZON (1-800-837-4966). For 5G Home Internet, you may also find dedicated support numbers or online chat options.
Navigate the Automated Menu: You may need to press certain numbers or say "representative" to be connected to a live agent.
Clearly State Your Intention: Once connected, clearly state that you wish to cancel your Verizon internet service. Be prepared for retention offers. It's common for companies to try and keep your business by offering discounts or different plans. Be firm but polite if you've already made your decision.
Confirm Early Termination Fees (if applicable): Ask the representative to confirm any ETFs you might incur and how they will be applied to your final bill.
Request a Confirmation Number: This is crucial! Always ask for a cancellation confirmation number and write it down. This serves as proof that you initiated the cancellation.
Inquire About Equipment Return: Before ending the call, ask the representative for detailed instructions on how to return your Verizon equipment.
Sub-heading: Option B: Cancelling Online (Partial Process)
While you can start the cancellation process online, you'll often still need to speak with a representative to finalize it.
Log in to My Verizon: Go to the Verizon website and sign in to your My Verizon account.
Navigate to Account Section: Look for options related to "Account," "Services," or "Manage My Plan."
Initiate Cancellation: There might be a "Disconnect Service" or "Cancel Service" option. Clicking this will typically initiate a process where you'll receive a phone call from Verizon customer service to complete the cancellation. This is why calling directly can sometimes be more efficient.
Sub-heading: Option C: Cancelling In-Person (Limited Availability)
Some Verizon stores may be able to assist with cancellation, but it's not always the most straightforward method for internet services.
Locate a Verizon Store: Use the Verizon website to find a local store.
Confirm Store Capability: It's highly recommended to call the store beforehand to confirm they handle internet service cancellations, as some primarily focus on wireless services.
Bring Account Information: As with phone cancellation, have all your account details ready.
Request Written Confirmation: If you cancel in person, ask for written confirmation of your cancellation.
Step 4: Return Your Verizon Equipment
This is a critical step to avoid additional charges. Verizon owns the equipment provided with your plan (e.g., router, Wi-Fi extender, set-top boxes for bundled services).
Sub-heading: Identifying Returnable Equipment
Check Your Agreement/Call Customer Service: Confirm exactly which pieces of equipment need to be returned. Generally, any equipment leased or provided by Verizon (modems, routers, Fios One boxes, remote controls, power adapters) must be returned. The ONT (Optical Network Terminal) typically remains at the premises.
Gather All Components: Make sure you include all cables, power adapters, and accessories that came with the equipment.
Sub-heading: Equipment Return Procedure
Verizon's Preferred Method: Verizon typically provides a prepaid shipping label or instructs you to drop off equipment at a UPS Store.
Prepaid Shipping Label: If provided, print the label, package your equipment securely in a sturdy box, and drop it off at a UPS location.
UPS Store Drop-off: If instructed, bring your equipment to a participating UPS Store. They will scan the serial numbers, package the equipment for you, and provide a return receipt.
Obtain a Receipt: Always, always, always get a receipt confirming the return of your equipment. This receipt, showing the tracking number and scanned serial numbers, is your proof of return and protection against unreturned equipment fees.
Return within 30 Days: You generally have 30 days from your service disconnection date to return all Verizon-owned equipment. Failing to do so will result in unreturned equipment fees. These fees can range from $70 for a Cable Card to over $300 for a Fios Internet Gateway.
Step 5: Review Your Final Bill
After cancellation and equipment return, you'll receive a final bill from Verizon. It's important to review this bill carefully.
Check for Prorated Charges: Your final bill will include charges for service up to your cancellation date.
Verify ETF (if applicable): Confirm that any early termination fee is correctly applied and prorated as discussed.
Look for Unreturned Equipment Fees: Double-check that you haven't been charged for any equipment you returned. If you have, use your return receipt as proof to dispute the charge.
Confirm Credit Balances: If you had a credit balance, allow up to 60 days for Verizon to process and return it.
Automatic Payments: Your Auto Pay and Paper-Free Billing enrollment will typically remain active until your final payment is processed.
By following these steps, you can navigate the Verizon internet cancellation process with confidence and minimize any potential issues or unexpected costs. Remember to be patient, keep detailed records, and don't hesitate to follow up if you encounter any discrepancies.
Frequently Asked Questions (FAQs)
Here are 10 related FAQ questions with quick answers to help you with your Verizon internet cancellation journey:
How to find my Verizon internet account number?
Your Verizon internet account number can typically be found on any of your monthly Verizon bills or by logging into your My Verizon account online.
How to avoid early termination fees when canceling Verizon internet?
You can avoid early termination fees if your contract term has expired, or if you're moving to an area where Verizon Fios service is not available and you provide proof of your new address within 60 days of disconnection.
How to return Verizon internet equipment?
Verizon usually provides a prepaid shipping label or directs you to a UPS Store where they will scan your equipment, package it, and provide you with a return receipt. Ensure you return all Verizon-owned equipment within 30 days of service disconnection.
How to confirm Verizon received my returned equipment?
Keep the return receipt provided by UPS or Verizon. You may also receive an email confirmation from Verizon once they process the return. You can also often track the return status in your My Verizon account.
How to cancel Verizon internet if I'm moving?
If Verizon Fios is available at your new address, consider transferring your service rather than cancelling. If it's not available, you can cancel without an early termination fee by providing proof of your new address. Otherwise, follow the standard cancellation steps.
How to dispute an unreturned equipment fee from Verizon?
If you've been charged an unreturned equipment fee but you returned the equipment, contact Verizon customer service with your return receipt (showing serial numbers and tracking) as proof.
How to temporarily pause Verizon internet service?
Verizon offers a "Seasonal Hold" option that allows you to suspend your service for a period, typically between 1 and 9 months. You can usually initiate this through your My Verizon account or by contacting customer service.
How to get a final bill after canceling Verizon internet?
Verizon will send your final bill to your billing address. You can also typically view your final bill by logging into your My Verizon account online after your service has been disconnected.
How to speak to a live person at Verizon customer service for internet cancellation?
Call 1-800-VERIZON (1-800-837-4966) and navigate the automated menu. You may need to repeatedly say "representative" or select options related to "cancellation" or "billing" to be connected to a live agent.
How to check if my Verizon internet contract has ended?
Review your original service agreement or log in to your My Verizon account to see your contract details and term end date. If you're unsure, calling customer service is the quickest way to confirm your contract status.