Essential Considerations Before You Cancel
Before you even pick up the phone or click a button, it's crucial to understand a few key aspects of your Verizon internet service. Taking these preliminary steps can save you time, money, and a lot of headaches.
Your Contract and Early Termination Fees (ETFs)
One of the most important things to know is whether you are currently under a contract with Verizon. Many internet plans come with a 1-year or 2-year agreement. If you cancel before your contract term is up, you may be subject to an Early Termination Fee (ETF).
Verizon's ETF for Fios internet is typically a prorated fee, meaning it decreases the longer you've had service. The maximum ETF for Fios can be up to $350, decreasing by approximately $15 per month you've been a customer. For other Verizon home internet services, the ETF calculation might vary, so checking your specific contract or calling customer service to inquire is highly recommended.
Pro Tip: You generally have a 30-day grace period from your service activation date to cancel without incurring an ETF. If you've recently signed up and are dissatisfied, act quickly!
Returning Equipment
When you cancel your service, you'll almost certainly need to return any Verizon-owned equipment, such as your modem/router and any Wi-Fi extenders. Failing to return equipment within the specified timeframe (usually 30 days after cancellation) will result in unreturned equipment charges, which can be substantial (e.g., around $100 for a router, $210 for a Fiber Service Unit, $99 for a Fios Network Extender). We'll cover the return process in detail later.
Alternative Options: Moving or Suspending Service
Are you canceling because you're moving? You might be able to transfer your Verizon service to your new address! This can be a much simpler process than canceling and re-subscribing. Check Verizon's availability at your new location first.
If you're going to be away for an extended period (e.g., 30 days to 9 months) and don't want to cancel entirely, Verizon often offers a "seasonal hold" or "service suspension" option. This can temporarily pause your billing and service, saving you from cancellation fees and the hassle of setting up new service later.
 |
| How Cancel Verizon Internet |
Step 1: Gather Your Account Information
Reminder: Take a short break if the post feels long.
Before you contact Verizon, ensure you have all the necessary details at hand. This will make the cancellation process much smoother and quicker.
Account Number: This is a crucial identifier for your service. You can usually find it on your monthly bill or by logging into your My Verizon account online.
Account Holder's Name: Only the primary account holder or an authorized user can cancel the service.
Account PIN or Password: You'll likely need this to verify your identity for security purposes. If you don't know it, you might need to go through a verification process.
Desired Cancellation Date: Have a specific date in mind for when you want your service to end. Keep in mind that Verizon may not prorate your final month's bill, so timing your cancellation a day or two before your new billing cycle starts can help you get the most out of your payment.
Reason for Cancellation: While not strictly required, having a clear reason (e.g., moving, switching providers, cost) can sometimes streamline the conversation with the representative.
Step 2: Choose Your Cancellation Method
Verizon offers a few ways to cancel your internet service, though some are more direct and complete than others.
Sub-heading: Option A: The Recommended Method - By Phone
Calling Verizon directly is generally the most effective and straightforward way to cancel your internet service. It allows you to speak with a representative who can guide you through the process, confirm any applicable fees, and arrange equipment returns immediately.
Residential Fios & Home Internet: Call 1-800-VERIZON (1-800-837-4966).
General Residential Customer Service (including Home Internet/5G Home Internet): You can also try 1-844-837-2262.
Business Customers: If you have a business internet plan, call 1-800-465-4054.
Operating Hours: It's best to call during their business hours to ensure you reach a live agent. Typically, this is Monday – Friday, 8:00 AM – 7:00 PM ET, and Saturday, 8:00 AM – 5:00 PM ET.
Sub-heading: Option B: Online (for Fios Customers, with a caveat)
For Fios internet customers, you might be able to initiate the cancellation process online through your My Verizon account. However, you will almost certainly receive a follow-up call from Verizon customer service to complete the cancellation. They usually want to speak with you directly to confirm your decision, address any concerns, and discuss equipment returns and final billing.
Log in to your My Verizon account: Go to the official Verizon website and sign in with your User ID and password.
Navigate to the "Account" or "Services" section: Look for options related to managing your services or disconnecting service. For Fios, specifically look for a "Disconnect Service" option on your Account Dashboard or Account Settings page.
Follow the prompts: You might be asked to select the service you wish to cancel and provide a reason.
Expect a call: Be prepared for a Verizon representative to call you to finalize the cancellation.
Sub-heading: Option C: Via Chat (Limited Functionality)
You can use the chat feature on the Verizon website or through the My Verizon app to inquire about cancellation. Type "Cancel" into the chatbox and follow the prompts. While you might get some information or even start the process, it's highly likely they will direct you to call customer service to complete the cancellation for security and verification reasons.
Sub-heading: Option D: In-Person at a Verizon Store
QuickTip: Read line by line if it’s complex.
While less common for internet service cancellation, you can visit a physical Verizon store. A customer service representative there can assist you with initiating the cancellation process. Bring all your account information and be prepared for potential wait times. It's often more efficient to handle this over the phone.
Step 3: Navigating the Cancellation Conversation
When you connect with a Verizon representative, be prepared for a few common scenarios.
Sub-heading: The Retention Offer
Verizon, like most providers, will likely try to retain you as a customer. They may offer you:
Promotional discounts on your current plan.
Upgraded services at a reduced rate.
Bundling options with other Verizon services (e.g., mobile).
Waiving certain fees if you stay.
Be polite but firm if you've made up your mind to cancel. If their offers don't meet your needs, reiterate your decision to disconnect service.
Sub-heading: Key Questions to Ask
During the call, make sure you get clear answers to the following:
Confirmation of Cancellation: Ask for a clear confirmation that your service will be canceled and the exact date it will be disconnected.
Early Termination Fee: Inquire about any ETFs that will apply and the exact amount.
Final Bill: Ask when you can expect your final bill and what charges it will include (e.g., prorated service, ETFs, unreturned equipment fees).
Equipment Return: Get explicit instructions on how to return your equipment. Ask if a prepaid shipping label will be sent to you or if you need to drop it off at a specific location (like UPS). Confirm the deadline for returning equipment to avoid charges.
Confirmation Number: Always ask for a cancellation confirmation number or a reference number for your call. This is vital for any future disputes or inquiries.
Refunds: If you have a credit balance, ask when and how you can expect to receive your refund (often takes up to 60 days).
Step 4: Understanding Early Termination Fees (ETFs) in Detail
As mentioned, ETFs are a significant consideration. Let's delve a bit deeper:
QuickTip: Don’t skim too fast — depth matters.
Sub-heading: How ETFs are Calculated (for Fios)
For Fios, the base ETF is around $350. This amount decreases by $15 for each full month you've completed of your contract.
 |
Example 1: If you had a 24-month contract and canceled after 6 months, your ETF would be $350 - (6 * $15) = $350 - $90 = $260.
Example 2: If you're near the end of your contract, say with only 2 months left, your ETF would be $350 - (22 * $15) = $350 - $330 = $20.
Sub-heading: Situations Where ETFs Might Be Waived
Within the 30-Day Grace Period: As mentioned, if you cancel within 30 days of activation, you typically won't pay an ETF.
Moving Out of Verizon's Service Area: If you are moving to a location where Verizon internet service (specifically Fios) is not available, you may be able to get the ETF waived. You'll likely need to provide proof of your new address (e.g., a utility bill with your name and new address) to Verizon within a certain timeframe (often 60 days from disconnection).
Military Deployment: Active military personnel may have their ETFs waived upon providing proper documentation of deployment.
Death of Account Holder: In unfortunate circumstances, an ETF may be waived with a death certificate.
Step 5: The Equipment Return Process
This is a critical step to avoid extra charges on your final bill.
Sub-heading: What Equipment to Return
Verizon Router/Modem: This is the primary device connecting you to the internet.
Verizon Wi-Fi Extenders: If you were provided with these to boost your Wi-Fi signal.
Power Adapters and Ethernet Cables: Return all cables that came with the Verizon-owned equipment.
Important Note: You do NOT typically need to return the ONT (Optical Network Terminal) if you have Fios. This is the box where the fiber optic cable enters your home, usually mounted on a wall.
Sub-heading: How to Return Your Equipment
Verizon typically offers two main methods for returning equipment:
Prepaid Shipping Label: The representative you speak with during cancellation should offer to send you a prepaid shipping label via email or postal mail.
Pack everything securely in a sturdy box.
Attach the prepaid label to the outside of the box.
Drop off the package at a UPS store or other designated shipping location.
Crucially, get a tracking number and a receipt! This is your proof of return. Take a picture of the tracking number and the receipt.
UPS Store Drop-off (with Verizon Account Info): In some cases, Verizon may instruct you to simply take the equipment directly to a UPS Store.
Bring your equipment and your Verizon account number to the UPS Store.
The UPS staff will scan the equipment's serial numbers and your account details.
Ensure you receive a receipt confirming the return and listing the serial numbers of the returned items. This is your ultimate proof.
Sub-heading: Deadline for Returns
QuickTip: Pause to connect ideas in your mind.
You must return your equipment within 30 days of your service disconnection date. Mark this date on your calendar to avoid unreturned equipment charges.
Step 6: Your Final Bill and Confirmation
After cancellation, you'll receive a final bill.
Sub-heading: What to Expect on Your Final Bill
Prorated Charges/Credits: Depending on your cancellation date relative to your billing cycle, you might see prorated charges for service used or a credit for unused service.
Early Termination Fee (ETF): If applicable, this will be clearly listed.
Unreturned Equipment Charges: If you haven't returned equipment on time, these charges will appear.
Any Outstanding Balances: Make sure all previous balances are cleared.
Sub-heading: Reviewing Your Final Bill
Carefully review your final bill for accuracy. If you see any charges you believe are incorrect (e.g., an ETF you were told would be waived, or unreturned equipment charges for items you returned), contact Verizon customer service immediately with your confirmation numbers and receipts.
Sub-heading: Confirmation of Disconnection
Keep an eye out for a final email or letter from Verizon confirming your service disconnection. This, along with your call reference numbers and equipment return receipts, forms your complete record of the cancellation.
Frequently Asked Questions (FAQs)
Here are 10 related "How to" questions with quick answers to help you further:
How to find my Verizon internet account number?
Your account number is typically found on your monthly Verizon bill (paper or e-bill) or by logging into your My Verizon account online and navigating to the "Account Overview" section.
How to return Verizon internet equipment after cancellation?
Verizon will usually provide a prepaid shipping label to send the equipment back via UPS, or you can take the equipment and your account number directly to a UPS Store for them to scan and ship. Always get a receipt and tracking number.
How to avoid an early termination fee (ETF) when canceling Verizon internet?
Cancel within the first 30 days of service activation, or if you are moving to an area where Verizon Fios is not available (you'll need to provide proof of your new address). Military deployment or the death of the account holder can also lead to ETF waivers.
How to check if I am under a contract with Verizon for internet service?
You can check your original service agreement or contract documents, or log into your My Verizon account online and review your plan details. Alternatively, call Verizon customer service and ask them to confirm your contract status.
How to confirm my Verizon internet cancellation after speaking with a representative?
Always ask for a cancellation confirmation number or a reference number for your call. You should also receive a final email or letter from Verizon confirming the disconnection.
How to get a final bill from Verizon after canceling internet service?
Your final bill will be sent to your billing address or available in your My Verizon online account after the service is disconnected. It may take one to two billing cycles for the final statement to generate.
How to transfer Verizon internet service to a new address instead of canceling?
Log into your My Verizon account, go to the "Moving" or "Transfer Service" section, and enter your new address to check for availability. You can also call Verizon customer service to initiate a service transfer.
How to temporarily suspend Verizon internet service for a vacation or extended leave?
Verizon often offers a "seasonal hold" or "suspend service" option for customers going away for 30 days to 9 months. Log into My Verizon or call customer service to inquire about this option and any associated fees.
How to know what Verizon equipment to return after cancellation?
Generally, you need to return all Verizon-owned equipment that was provided to you, such as the modem/router, Wi-Fi extenders, and their associated power cords and Ethernet cables. You do not typically return the ONT (Optical Network Terminal) box. The representative during your cancellation call should confirm what needs to be returned.
How to dispute an unreturned equipment charge from Verizon?
If you've been charged for unreturned equipment but believe you returned it, gather your proof of return (UPS receipt with tracking number, picture of the tracking number, confirmation email from Verizon) and immediately contact Verizon customer service to dispute the charge.
 |
