You've made a big decision, and navigating the cancellation process with a large provider like Verizon Fios can feel daunting. But don't worry, you're not alone, and with this comprehensive, step-by-step guide, you'll be well-equipped to cancel your Verizon Fios service smoothly and efficiently. Let's get started!
How to Cancel Verizon Fios: A Comprehensive Guide
Canceling a service like Verizon Fios requires careful planning to avoid unnecessary fees and ensure a smooth transition. Whether you're moving, switching providers, or simply cutting back, this guide will walk you through every essential step.
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| How To Cancel Verizon Fios |
Step 1: Engage and Assess Your Current Situation (Before You Call!)
Before you even think about picking up the phone or logging online, let's take a moment to understand your current Verizon Fios setup and contract details. This initial assessment is crucial and will save you a lot of potential headaches later.
What services do you have? Are you canceling internet only, TV only, phone only, or a bundle of all three? Knowing exactly what services are active on your account is the first piece of information you'll need.
Are you currently under contract? This is perhaps the most critical question. Many Verizon Fios plans come with a 1-year or 2-year contract. If you're still within this period, you will likely incur an Early Termination Fee (ETF). Find your original service agreement or check your My Verizon account online for contract details.
Tip: If you're unsure, it's better to assume you are under contract and prepare for potential fees. The ETF amount usually starts higher and decreases for each month you've had the service.
When does your billing cycle end? Verizon Fios typically bills in advance. Canceling towards the end of your billing cycle can help minimize charges for unused service. Be aware that cancellations usually become effective on the last day of your current billing cycle.
Do you have any outstanding balances or pending changes? Clear up any unresolved billing issues or service change requests before initiating cancellation.
Do you own or rent your equipment? This is important for the return process. If you're renting routers, set-top boxes, or other Verizon-owned equipment, you'll need to return them to avoid unreturned equipment fees. The ONT (Optical Network Terminal) typically stays with the property.
Why are you canceling? While you don't need to give a dramatic speech, having a clear reason can help you navigate retention attempts. Are you moving out of the Fios service area? Are you switching to a competitor with a better deal? Are you simply trying to save money?
Step 2: Gather Your Account Information
Once you have a clear picture of your situation, gather all the necessary account information. This will expedite the cancellation process.
Tip: Write down what you learned.
Account Holder's Name: The primary name on the Verizon Fios account.
Account Number: You can find this on your bill or by logging into your My Verizon account.
Associated Phone Number: The phone number linked to your Fios account.
Account PIN or Last Four Digits of SSN: For verification purposes.
Service Address: The address where Fios is installed.
Step 3: Initiate the Cancellation Process
Verizon Fios generally requires you to cancel via phone or in person. While online options might exist for some inquiries, direct cancellation usually involves speaking with a representative.
Sub-heading: Option A: Calling Verizon Fios Customer Service (Recommended)
This is generally the most straightforward and recommended method as it allows for direct communication and obtaining a cancellation confirmation.
Call the Fios Sales & Service Line:
The primary number for Fios Sales & Service is 1-800-837-4966.
Business hours are typically:
Monday - Friday: 8 AM - 7 PM ET
Saturday: 9 AM - 5 PM ET
Sunday: Closed
Note: Some sources suggest calling 1-800-922-0204 for general service, but the Fios-specific number is usually more direct.
Navigate the Automated System:
When prompted, you may need to say "cancel service" or choose an option related to billing or account changes to be directed to the correct department (often the retention department).
Be Prepared for Retention Efforts:
Verizon, like any service provider, will try to retain you as a customer. The representative may offer incentives such as:
Lowering your monthly bill
Offering a new promotional rate
Upgrading your services at a reduced cost
Suggesting a temporary suspension of service
Stay firm but polite. If your decision to cancel is final, clearly state your intention to terminate service. Have your reasons ready, but you don't need to over-explain. Simple statements like "I'm moving out of the service area" or "I've found a different provider that better suits my needs" are sufficient.
Tip: If you're considering staying, listen to their offers, but don't feel pressured to accept anything on the spot. You can always ask them to send the offer in writing or take time to consider it.
Confirm Cancellation Details:
Once you've made it clear you wish to cancel, confirm the effective cancellation date. This is typically the end of your current billing cycle.
Ask about any prorated charges or credits.
Crucially, inquire about any Early Termination Fees (ETFs). The representative should be able to tell you the exact amount if applicable.
Get a Cancellation Confirmation Number: This is extremely important for your records. This number serves as proof that you initiated the cancellation. Write it down immediately.
Ask for an email confirmation of your cancellation, including the effective date and any associated fees.
Sub-heading: Option B: Visiting a Verizon Store (Less Common for Fios Cancellation)
While some Verizon Wireless stores may assist, for Fios, it's generally recommended to call. However, if you prefer an in-person interaction, you can try:
Tip: Don’t overthink — just keep reading.
Locate a Verizon Corporate Store: Use the Verizon website to find a corporate store near you.
Bring Your Account Information: Have all the details mentioned in Step 2 handy.
Be Prepared for Discussion: Similar to a phone call, be ready to discuss your reasons for canceling and politely decline retention offers if your decision is final.
Obtain Written Confirmation: Ask for a printed confirmation of your cancellation, including the effective date and any fees.
Step 4: Return Your Equipment
If you're renting equipment from Verizon Fios, returning it promptly and correctly is vital to avoid unreturned equipment fees.
Identify Verizon-Owned Equipment: This typically includes your Fios router and any Fios TV set-top boxes. The Optical Network Terminal (ONT) is usually permanently installed and remains at the property.
Wait for Return Instructions: After your cancellation is processed, Verizon should send you instructions on how to return your equipment. This may involve:
Prepaid Shipping Label: They might mail you a box or a shipping label to send the equipment back via UPS or FedEx.
Dropping Off at UPS Store: You may be instructed to take the equipment to a UPS Store.
Package Your Equipment Securely:
Carefully pack all Verizon-owned equipment (router, power cords, remotes, set-top boxes) in a sturdy box.
It's a good idea to take photos of the equipment before packaging it, and of the packaged box, as proof of its condition and that it was sent.
Obtain a Receipt of Return:
If using a prepaid label, make sure to get a tracking number from the shipping carrier.
If dropping off at a UPS Store, ensure they scan the equipment's serial numbers and provide you with a detailed receipt. Keep this receipt in a safe place indefinitely, as it is your proof of return.
Note: Verizon stores typically do not accept returns for canceled Fios Home Internet equipment. Always follow the instructions provided by Verizon for returns.
Step 5: Verify Your Final Bill
After your cancellation is complete and you've returned your equipment, closely review your final Verizon Fios bill.
Check for Accuracy: Ensure that the services have been canceled as requested and that the billing reflects the correct effective date.
Review for ETFs: If an Early Termination Fee was discussed, verify that the amount is correct on your bill.
Look for Equipment Charges: Make sure no charges appear for unreturned equipment if you've already sent it back. If you see such charges, immediately contact Verizon customer service with your return receipt and cancellation confirmation number.
Address Any Discrepancies Promptly: If you find any errors, contact Verizon customer service immediately to resolve them. Provide your cancellation confirmation number and return receipt as needed.
10 Related FAQ Questions
Here are some frequently asked questions about canceling Verizon Fios, along with quick answers:
Tip: Make mental notes as you go.
How to avoid Early Termination Fees (ETFs) when canceling Fios?
You can avoid ETFs by canceling after your contract term has expired, by transferring your service to a new address (if available), or by utilizing the 30-day satisfaction guarantee if you're a new customer.
How to return Verizon Fios equipment after canceling?
Verizon will typically send you a prepaid shipping label or instruct you to drop off your equipment at a UPS Store. Always get a receipt and tracking number as proof of return.
How to cancel Fios online?
While some online chat options exist, direct cancellation of Fios services typically requires a phone call to Verizon customer service for verification and to handle potential contract details.
How to find my Verizon Fios account number?
Your Verizon Fios account number can be found on your monthly bill or by logging into your My Verizon account online or through the My Verizon app.
Tip: Reading carefully reduces re-reading.
How to confirm my Fios cancellation went through?
Always obtain a cancellation confirmation number during your call. You should also receive an email confirmation and verify your final bill to ensure no ongoing charges.
How to transfer Fios service to a new address?
You can initiate a service transfer by logging into your My Verizon account and starting a "move order request," or by calling customer service. This might be an alternative to outright cancellation if you're relocating within a Fios service area.
How to reduce my Fios bill instead of canceling?
Contact Verizon's retention department and inquire about current promotions, downgrading your plan, or removing services you no longer use. Be prepared to politely state you are considering cancellation to prompt better offers.
How to get a final bill from Verizon Fios?
Your final bill will be mailed to you after cancellation, or you can access it by logging into your My Verizon account online for a period after service termination.
How to contact Verizon Fios customer service directly for cancellation?
Call the Fios Sales & Service line at 1-800-837-4966. Be prepared to navigate automated menus and speak with a retention representative.
How to determine if I own my Fios router or if it's rented?
Check your monthly bill; it will typically show a separate charge for equipment rental if you are renting it. If you purchased the router outright, it would not appear as a recurring charge.
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