Tired of that old, clunky Verizon set-top box? Ready for an upgrade or simply looking to return equipment you no longer need? You've come to the right place! Exchanging or returning your Verizon set-top box can seem like a daunting task, but with this detailed, step-by-step guide, you'll find it's a breeze. Let's get started and make sure you avoid any unnecessary charges.
A Comprehensive Guide to Exchanging Your Verizon Set-Top Box
Whether you're upgrading to the latest FiOS TV+ experience or simply need to replace a faulty box, knowing the proper procedure is crucial. Follow these steps carefully to ensure a smooth and hassle-free process.
Step 1: Assess Your Needs and Initiate the Exchange/Return
Before you do anything, pause and think. Why are you exchanging or returning your set-top box? This initial assessment will determine your next steps.
Sub-heading: Why are you making the change?
Upgrading to a newer model (e.g., FiOS TV+): If Verizon has sent you a new set-top box as part of an upgrade, you'll need to return your old one. Often, they'll provide specific instructions and packaging for this.
Faulty or malfunctioning equipment: Is your current box acting up? Freezing, pixelating, or not responding? You'll need a replacement.
Canceling service or downsizing: If you're ending your Verizon Fios TV service or reducing the number of TVs you have connected, you'll need to return all associated equipment to avoid unreturned equipment charges.
Recently purchased and within return period: If you just bought the box and it's within Verizon's 30-day return policy, you can return it for a refund or exchange.
Sub-heading: Contacting Verizon to Begin the Process
For upgrades: If you've already received your new equipment, Verizon likely included return instructions and possibly a prepaid shipping label. If not, you'll need to contact them.
For faulty equipment or service changes: This is where you absolutely need to talk to Verizon directly. You can do this through:
Phone: Call Verizon Fios customer service at 1-800-837-4966. Be prepared to explain your situation clearly.
My Verizon App or Website: Log in to your My Verizon account. Look for options related to equipment, returns, or support. You might be able to initiate a return or request a replacement directly online. This is often the quickest way to get a return label if you need one.
Live Chat: Verizon often has a live chat feature on their support website. This can be convenient for quick questions or to get a return label emailed to you.
Important Note: Always get a confirmation number or a case ID from Verizon when you speak with them. This will be invaluable if there are any discrepancies later. Also, inquire about any potential unreturned equipment charges and the timeframe within which you need to return the old box (usually 30 days from when you're requested to return it, especially if disconnecting service).
Step 2: Prepare Your Old Set-Top Box for Return
Once Verizon has authorized your return or exchange, it's time to get your old equipment ready. Proper preparation is key to avoiding damage and ensuring a smooth return.
Sub-heading: Disconnecting Your Equipment
Power Down: First and foremost, unplug the power cord from your set-top box and the wall outlet. Safety first!
Disconnect Cables: Carefully disconnect all cables connected to the set-top box. This usually includes:
HDMI cable: This connects to your TV.
Coax cable: This is the screw-on cable that brings the Fios signal to the box.
Ethernet cable (if applicable): Some boxes might be hardwired to your router.
Component cables (if you're using older connections): These are usually red, green, and blue for video, and red and white for audio.
Gather All Accessories: Make sure you collect everything that came with the original set-top box, including:
The power adapter/cord (do not reuse old power supplies with new equipment).
The remote control.
Any other cables (HDMI, coax, etc.) that were provided by Verizon specifically for that box.
Sub-heading: Packaging Your Equipment Securely
Original Packaging (If Possible): If you still have the original box and packing materials, use them! They're designed to protect the equipment during transit.
Alternative Packaging: If the original box is long gone, don't fret. Use a sturdy cardboard box that is appropriately sized for the set-top box and its accessories.
Ample Padding: This is critical. Wrap the set-top box and its accessories individually in bubble wrap, packing paper, or other protective materials. Fill any empty spaces in the box with packing peanuts, crumpled newspaper, or air cushions to prevent items from shifting around during shipping.
Don't Forget the Receipt/Documentation: If Verizon provided a return form or any specific documentation, place it inside the box.
Step 3: Choose Your Return Method and Ship
Verizon offers a couple of convenient ways to return your equipment. Make sure you understand the options and choose the one that works best for you.
Sub-heading: Utilizing UPS Store Drop-off (Recommended for Fios Equipment)
The Easiest Way for Fios: For most Verizon Fios equipment returns (including set-top boxes), taking your equipment to a UPS Store is the most recommended method.
No Box Needed (Often): The great advantage here is that in many cases, you do not need to box up the equipment yourself. The UPS Store staff can scan the serial numbers of your equipment, package it for you, and ship it back to Verizon.
Get a Receipt: Crucially, always insist on and keep the return receipt provided by the UPS Store. This receipt is your proof of return and will show the tracking number. It's your best defense against any unreturned equipment charges.
Locate a UPS Store: Use the UPS Store locator online to find the nearest participating location.
Sub-heading: Using a Prepaid Shipping Label (If Provided)
Check Your Package: If Verizon sent you a new set-top box as an upgrade, they often include a prepaid return shipping label for your old equipment within the new box.
Print Your Own Label: If you initiated the return online or via phone and were told to print a label, you can usually do so through your My Verizon account. Look for "Return" options under your order details.
Attach the Label Securely: Once you have the label, firmly attach it to your securely packaged box. Make sure no other old shipping labels are visible.
Drop-off Location: You can then drop off your package at any UPS location (including drop boxes, but a UPS Store is still recommended for a receipt). Note: Some sources indicate that for specific returns (like mobile devices), a general UPS drop-off is fine, but for Fios equipment, the UPS Store is generally preferred for its direct scanning and receipt process.
Sub-heading: Visiting a Verizon Corporate Store (Limited Availability for Fios Equipment)
Check Before You Go: While some Verizon Wireless stores exist, not all of them handle Fios equipment returns. It's essential to call ahead to your local Verizon store to confirm if they accept Fios equipment returns. Generally, it's the larger "Verizon Corporate Stores" that are equipped for this.
Get a Receipt: If you do return it in person, ensure you receive a physical receipt confirming the return and listing the serial numbers of the equipment.
Step 4: Confirm Your Return and Monitor Your Account
Your job isn't quite done once you've shipped the box. A few final steps will ensure everything is properly processed.
Sub-heading: Keep Your Tracking Information
The Golden Ticket: That tracking number on your UPS receipt or prepaid label? Hold onto it like gold! This allows you to track the package's journey and confirm its delivery to Verizon.
Proof of Delivery: Once the tracking shows "Delivered," it's a good idea to take a screenshot or print out the delivery confirmation.
Sub-heading: Monitor Your Verizon Account
Check for Confirmation: Verizon should send you an email confirmation once they've received and processed your return. This might take a few business days after delivery.
Review Your Bill: If you were returning equipment due to service cancellation or to avoid charges, keep a close eye on your next Verizon bill. Ensure that no unreturned equipment charges appear. If they do, immediately contact Verizon customer service with your tracking number and return receipt.
Step 5: Troubleshooting Common Issues
Sometimes things don't go perfectly. Here's what to do if you encounter a snag.
Sub-heading: What if I didn't get a return label?
As mentioned in Step 1, try logging into your My Verizon account, or contact customer service via phone or chat to request one. They can usually email it to you or guide you on how to print it from the website.
Sub-heading: What if I lost my return receipt?
This is why we emphasize keeping it! If you dropped off at a UPS Store, they might have a record, but it's not guaranteed. If you used a prepaid label and remember the tracking number, you can still track it online. If not, contact Verizon customer service and explain the situation. They might be able to verify receipt on their end using your account information.
Sub-heading: What if I'm charged for unreturned equipment?
Act Immediately: If you see an unreturned equipment charge on your bill after you've returned the box, do not delay.
Gather Your Proof: Have your return receipt and tracking information ready.
Contact Verizon: Call Verizon customer service and calmly explain that you returned the equipment. Provide them with your tracking number and the date of return. They should be able to remove the charge after verifying.
Frequently Asked Questions (FAQs)
Here are 10 related FAQs to help you further:
How to return Verizon Fios equipment without the original box?
You can still return your Verizon Fios equipment without the original box. The best method is to take it to a UPS Store, where they can often package it for you after scanning the serial number. If you're shipping it yourself, use a sturdy box with ample padding.
How to get a prepaid shipping label for Verizon equipment return?
You can often print a prepaid shipping label by logging into your My Verizon account online and navigating to your order history or equipment section. Alternatively, contact Verizon customer service via phone (1-800-837-4966) or live chat to request one be emailed to you.
How to find the nearest UPS Store for Verizon equipment return?
You can find the nearest UPS Store by visiting the official UPS website (ups.com) and using their "Find a Location" tool. Enter your ZIP code or address to see nearby stores.
How to ensure I don't get charged for unreturned Verizon equipment?
To avoid unreturned equipment charges, always return your equipment within the timeframe specified by Verizon (usually 30 days), and always obtain and keep a return receipt with a tracking number from the UPS Store or shipping carrier.
How to track my Verizon equipment return?
Use the tracking number provided on your UPS Store receipt or the prepaid shipping label. Enter this number on the UPS website (
How to contact Verizon customer service for equipment exchange?
You can contact Verizon Fios customer service at 1-800-837-4966. You can also use the My Verizon app, the Verizon website's live chat feature, or visit a Verizon corporate store (call ahead to confirm Fios equipment acceptance).
How to disconnect my Verizon set-top box properly before returning?
First, unplug the power cord from the outlet. Then, carefully disconnect all cables, including the HDMI, coax, and any other connected wires, making sure to gather all accessories like the remote and power adapter.
How to return a malfunctioning Verizon set-top box?
Contact Verizon customer service (1-800-837-4966) to report the malfunction and arrange for a replacement. They will provide instructions on how to return the faulty unit, likely involving a UPS Store drop-off or a prepaid shipping label.
How to transfer settings from an old Verizon set-top box to a new one?
When upgrading, some Verizon set-top boxes (like Video Media Servers) allow you to save settings such as TV series schedules, parental controls, and favorites. Check the instructions that came with your new device or consult Verizon's online support for specific guidance on transferring settings.
How to get a confirmation that Verizon received my returned equipment?
Verizon typically sends an email confirmation once they have received and processed your returned equipment. You can also monitor your tracking number online and keep an eye on your next bill to ensure no unreturned equipment charges appear.