Tired of your Verizon Fios service? Ready to cut the cord and move on? You're not alone! Many people choose to cancel their Fios service for various reasons, whether it's moving, finding a better deal, or simply no longer needing the service. The process can seem daunting, but with this detailed, step-by-step guide, you'll be able to navigate it smoothly and return your equipment without a hitch.
Let's get started on reclaiming your freedom from those monthly bills!
Cancelling Verizon Fios and Returning Equipment: Your Comprehensive Guide
Cancelling any service can be a bit of a maze, especially with a major provider like Verizon Fios. But armed with the right information and a clear plan, you can make this a relatively painless experience. This guide will walk you through every critical step, from gathering your information to understanding potential fees and returning your equipment properly.
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| How To Cancel Verizon Fios And Return Equipment |
Step 1: Get Prepared – Your Pre-Cancellation Checklist
Before you even think about dialing Verizon, it's crucial to have your ducks in a row. This preparation will save you time, frustration, and potentially money.
Sub-heading 1.1: Gather Your Account Information
You'll need specific details to prove you're the account holder and to expedite the cancellation process.
Tip: Train your eye to catch repeated ideas.
Account Holder's Name: Ensure this matches the name on your Verizon bill exactly.
Account Number: This is a unique identifier for your Fios service. You can usually find it on your bill or by logging into your My Verizon account online.
Account PIN or Last Four Digits of SSN: For security purposes, Verizon will likely ask for one of these to verify your identity.
Associated Phone Number: The phone number linked to your Fios account.
Sub-heading 1.2: Understand Your Contract and Potential Fees
This is perhaps the most critical step to avoid unexpected charges.
Review Your Contract: Dig out that original service agreement. Look for the "term" of your contract (e.g., 1-year, 2-year) and any clauses related to early termination fees (ETFs). Verizon often has a prorated ETF, which means the fee decreases the longer you've had the service. For Fios, the base ETF can be up to $350, decreasing by $15 for each month you've had the plan.
Check for Promotions or Bundles: If you have a bundle (internet, TV, phone), cancelling one service might affect discounts on the others. Be aware that your remaining services might become more expensive.
Consider Your Moving Date (If Applicable): If you're moving to an area where Fios isn't available, you might be able to waive the ETF. Keep documentation of your new address ready (e.g., utility bill, lease agreement). Verizon typically allows you to submit this documentation within 30-60 days of disconnection to avoid the fee.
Sub-heading 1.3: Identify Returnable Equipment
Not everything stays with you. Make a list of all rented equipment.
Verizon Router (e.g., CR1000A/CR1000B): This is almost always rented.
Set-Top Boxes (SD, HD, DVR): If you have Fios TV, you'll have these.
Cable Cards: Less common now, but some users might still have them.
Fiber Optic ONT (Optical Network Terminal) & Power Supply: Generally, you do NOT return the ONT (the black box where the fiber optic cable connects). This is usually considered part of Verizon's infrastructure and stays with the property. However, it's always best to confirm with the representative during your cancellation call.
Step 2: Initiate the Cancellation – Making the Call
Verizon requires you to call them to cancel Fios service. You cannot fully cancel online or via email.
Tip: A slow skim is better than a rushed read.
Sub-heading 2.1: Dial the Right Number and Be Prepared for a Wait
Verizon Fios Customer Service Number: The primary number for Fios residential services is 1-800-VERIZON (1-800-837-4966) or 1-800-922-0204.
Operating Hours: Be mindful of their operating hours. Generally, it's Monday – Friday, 8:00 AM to 7:00 PM ET, and Saturday, 9:00 AM to 5:00 PM ET. Calling outside these hours or on weekends might mean longer wait times or limited service.
Set Aside Enough Time: Cancellation calls can be lengthy due to retention efforts. Allocate at least 30-60 minutes for the call in a quiet environment where you won't be distracted.
Sub-heading 2.2: Be Firm but Polite with Retention Specialists
Once you get through to a representative, they will likely transfer you to a retention specialist. Their job is to keep you as a customer.
State Your Intention Clearly: Politely but firmly state that you wish to cancel your Verizon Fios service.
Prepare for Common Tactics: They may offer you discounts, cheaper plans, or temporary suspensions. Stick to your decision if you're set on canceling. Common excuses to help you through this might be:
"I'm moving to an area where Fios isn't available." (If true, this can help with ETFs!)
"I've found a different provider that better suits my needs."
"My financial situation has changed, and I need to reduce my expenses."
Do Not Be Pressured: You are not obligated to accept any offer. Simply reiterate your desire to cancel.
Confirm Equipment to Be Returned: During the call, explicitly ask which specific pieces of equipment you need to return. This is crucial for avoiding unreturned equipment charges later.
Note Down Key Information: Before ending the call, get a cancellation confirmation number. Also, ask for the name and badge number of the representative you spoke with. This documentation is invaluable if any issues arise later. Confirm the exact date your service will be disconnected.
Step 3: Return Your Verizon Fios Equipment
Properly returning your equipment is crucial to avoid hefty charges. You typically have 30 days from your service disconnection date to return all rented equipment.
Sub-heading 3.1: How to Return Your Equipment
Verizon offers a straightforward method for equipment returns.
QuickTip: Read step by step, not all at once.
UPS Store Drop-off: This is the most common and easiest method.
No Box Needed (Usually): You generally do not need to box up your equipment. Just take the individual pieces to your nearest UPS Store.
Serial Number Scan: The UPS staff will scan the serial numbers of each piece of equipment you're returning. This links the return directly to your account.
Get a Receipt: Always, always, always get a return receipt from the UPS Store. This receipt is your proof of return and includes tracking information. Keep it in a safe place until you've confirmed your final bill is clear of unreturned equipment charges.
Prepaid Shipping Label (Less Common for Fios Home, More for Mobile): While Verizon's website mentions printing shipping labels, for Fios home equipment, the UPS drop-off method is the primary and recommended way, as the scanning process at UPS is essential. If you are specifically told to mail it yourself, ensure you receive a prepaid shipping label from Verizon.
Sub-heading 3.2: Understanding Unreturned/Damaged Equipment Charges
If you fail to return equipment within the 30-day window, or if it's returned damaged beyond normal wear and tear, Verizon will charge you. These charges can be significant:
Verizon Router: ~$200
Fiber Service Unit & Power Supply (ONT): ~$210 (though as noted, this is usually not returned unless specifically instructed)
Set Top Box – HD Digital Video Recorder: ~$260 - $330 (depending on model)
Set Top Box – HD: ~$190
Set Top Box – SD: ~$160
Cable Card: ~$70
Digital Adapter (DCT700): ~$90
Don't take risks with this step! Ensure everything is returned and you have proof.
Step 4: Review Your Final Bill
After your service is disconnected and equipment is returned, keep an eye on your mailbox and My Verizon account for your final bill.
Check for Discrepancies: Scrutinize the bill for any unreturned equipment charges you shouldn't have, or unexpected early termination fees.
Confirm Prorated Charges: Your last bill might include prorated charges for the partial month of service.
Contact Support if Needed: If you see any incorrect charges, immediately contact Verizon customer service (using your cancellation confirmation number and return receipts as leverage).
By following these steps meticulously, you can ensure a smooth transition out of your Verizon Fios service and avoid any unwelcome surprises on your final bill. Congratulations on successfully navigating the cancellation process!
10 Related FAQ Questions
Tip: Don’t just glance — focus.
Here are some frequently asked questions about cancelling Verizon Fios and returning equipment, with quick answers:
How to avoid early termination fees when cancelling Verizon Fios? You can often avoid early termination fees (ETFs) if you're moving to an area where Verizon Fios is not available. You'll need to provide documentation (like a utility bill or lease agreement with your new address) to Verizon within 30-60 days of disconnection.
How to know what Verizon Fios equipment needs to be returned? During your cancellation call with Verizon customer service, explicitly ask the representative to list all the specific pieces of equipment you are required to return. Generally, it includes your router and all set-top boxes, but not the ONT.
How to get a return shipping label for Verizon Fios equipment? For Fios home equipment, Verizon primarily uses a UPS Store drop-off system where a shipping label isn't required; they scan the serial numbers at the store. If a special circumstance requires mailing, you would typically need to request a prepaid shipping label directly from Verizon.
How to find a UPS Store for Verizon Fios equipment return?
You can use the UPS Store locator tool online (
How to get a confirmation of Verizon Fios service cancellation? Always ask the Verizon representative for a cancellation confirmation number before ending your call. You should also request an email confirmation of your service disconnection.
How to check if Verizon Fios equipment has been received after return? Keep the return receipt provided by the UPS Store. This receipt will have a tracking number that you can use on the UPS website to confirm delivery. Verizon should also send you an email confirmation once they receive the equipment.
How to cancel Verizon Fios without calling customer service? Unfortunately, a full cancellation of Verizon Fios requires speaking with a customer service representative. While you can initiate the process online, a phone call is necessary to complete the cancellation.
How to deal with Verizon Fios retention offers during cancellation? Be polite but firm. State your intention to cancel clearly and consistently decline any offers if you are resolute in your decision. Have a simple, consistent reason for canceling (e.g., "I'm moving," "I've found a different service").
How to dispute an unreturned equipment charge from Verizon Fios? If you are charged for unreturned equipment that you did return, immediately contact Verizon customer service. Provide them with the UPS return receipt, including the tracking number, as proof of return.
How to transfer Verizon Fios service instead of canceling? If you are moving within a Fios-serviceable area, you can typically transfer your service to your new address by logging into your My Verizon account online or by calling customer service. This often helps avoid ETFs.
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