Is your home feeling a little less connected than it used to be? Perhaps you've switched providers, upgraded your Fios plan, or are simply moving to a new abode. Whatever the reason, if you're holding onto Verizon Fios equipment that you no longer need, it's crucial to return it promptly to avoid those pesky unreturned equipment fees. Don't worry, it's not as complicated as it might seem!
This comprehensive guide will walk you through every step of returning your Verizon Fios equipment, ensuring a smooth and stress-free process. Let's get started!
Step 1: Identify What Needs to Be Returned
Before you do anything, take a moment to assess your equipment. Do you know exactly what Verizon expects back? This is a crucial first step to avoid unexpected charges. Not everything you have might need to be returned.
Sub-heading: What Stays and What Goes?
Optical Network Terminal (ONT): This is typically the box where the fiber optic cable connects to your home, often mounted on a wall. Generally, the ONT is Verizon's property and should remain at the service address. Do not try to remove it unless specifically instructed by Verizon.
Verizon Router: If you're renting your Fios router, this definitely needs to go back. It's usually a Verizon-branded device that distributes Wi-Fi throughout your home.
Set-Top Boxes (STBs): These are the devices connected to your TVs for Fios TV service. If you have multiple TVs, you likely have multiple set-top boxes.
Fios Extenders/Network Extenders: These are additional devices designed to boost your Wi-Fi signal in larger homes. If you were provided with one, it usually needs to be returned.
Cable Cards: If you used a cable card with your own TiVo or other compatible device, this needs to be returned.
Power Cords and Accessories: Don't forget the peripherals! Always include the original power adapters for all devices you're returning. Sometimes, remote controls, HDMI cables, or coaxial cables that came with the equipment also need to be returned.
Pro Tip: Verizon usually sends a confirmation letter or email detailing the specific equipment they expect back. Cross-reference your inventory with this list! If you didn't receive one, it's a good idea to contact Verizon customer service to confirm.
Step 2: Initiate the Return Process with Verizon
You can't just drop your equipment off anywhere without Verizon knowing. Contacting them first is essential!
Sub-heading: Ways to Contact Verizon
Call Verizon Fios Customer Service: The most direct way is to call Verizon's Fios customer service. The general number is 1-800-VERIZON (1-800-837-4966). Be prepared for potential wait times, especially during peak hours. Clearly state that you need to return Fios equipment due to service disconnection, upgrade, or other reason.
My Verizon Account (Online): If you still have access to your My Verizon account, you might be able to initiate the return process online. Look for options related to "Equipment Returns" or "Manage Equipment" within your service details.
Verizon Online Chat: Sometimes, using the online chat feature on the Verizon website can be quicker than calling. Explain your situation to the agent and they can guide you through the return process and provide the necessary instructions.
During this conversation or online interaction, Verizon will provide you with specific instructions and often a prepaid shipping label. Do not proceed with mailing your equipment until you have this label.
Step 3: Prepare Your Equipment for Return
Once you know what to return and have your return label, it's time to get everything ready for shipment. Proper preparation ensures your equipment arrives safely and you avoid potential damage charges.
Sub-heading: Packaging Your Devices
Gather All Components: Collect all the designated equipment, including power cords, remotes, and any other accessories that came with each device.
No Original Box? No Problem! While it's ideal to use the original packaging, it's not strictly necessary. The UPS Store (Verizon's preferred return partner) will package the items for you if you don't have a box. However, if you prefer to package it yourself, ensure you use a sturdy box that can withstand shipping.
Protect Your Equipment: Wrap each piece of equipment individually in bubble wrap, newspaper, or other cushioning material to prevent damage during transit. Ensure there's no rattling inside the box.
Secure the Box: Use strong packing tape to seal the box securely.
Sub-heading: Labeling Your Package
Attach the Prepaid Shipping Label: Affix the prepaid UPS shipping label provided by Verizon prominently on the largest side of your packaged box.
Remove Old Labels: If you're reusing a box, make sure to remove or completely cover any old shipping labels to avoid confusion.
Step 4: Choose Your Return Method
Verizon offers a primary method for returning Fios equipment: through The UPS Store.
Sub-heading: Returning via The UPS Store (Recommended)
Find a UPS Store: Use the UPS store locator tool (
www.ups.com/dropoff No Box or Label? No Worries! This is the easiest option. Simply bring your unboxed Verizon Fios equipment (and the serial numbers, if you have them, though they'll usually scan them from the devices themselves) and your Verizon account information to any UPS Store. They will scan the equipment's serial numbers, package it for you, apply the shipping label, and ship it back to Verizon, all at no cost to you.
Get a Receipt: This is the MOST IMPORTANT part of this step. No matter how you return your equipment, always, always, always get a receipt. The UPS Store will provide you with a detailed receipt showing the tracking number and the serial numbers of the equipment scanned. Keep this receipt in a safe place indefinitely! It is your proof of return and will protect you from unreturned equipment charges if there's any dispute.
Sub-heading: What About Verizon Stores?
Limited Acceptance: While some Verizon corporate stores might accept Fios equipment returns, many Verizon Wireless (mobile) stores do not. It's highly recommended to use The UPS Store method to avoid a wasted trip. If you insist on trying a Verizon store, call ahead to confirm they accept Fios equipment returns.
Step 5: Track Your Return and Confirm Receipt
Your job isn't over once you've dropped off the package. Tracking your return is vital to ensure Verizon receives it and processes it correctly.
Sub-heading: Tracking Your Shipment
Use Your UPS Tracking Number: The receipt you received from The UPS Store will have a UPS tracking number. Go to the UPS website (
www.ups.com Monitor Your Verizon Account: Keep an eye on your My Verizon account online. Verizon typically sends an email confirmation once they receive and process your returned equipment. This might take a few business days after delivery.
Sub-heading: Confirming No Charges
Check Your Next Bill: After a few weeks, carefully review your next Verizon bill. Ensure there are no "unreturned equipment charges" or similar fees. If you see any, immediately contact Verizon customer service with your UPS return receipt and tracking information as proof of return.
By following these steps diligently, you can ensure a smooth and successful return of your Verizon Fios equipment, avoiding unnecessary fees and hassle.
Related FAQ Questions
Here are 10 common questions about returning Verizon Fios equipment, with quick answers:
How to know if I need to return specific Verizon Fios equipment?
You can usually find a list of required return items in a confirmation email or letter from Verizon, or by contacting their customer service directly. The ONT typically stays, while routers, set-top boxes, and extenders usually need to be returned.
How to get a prepaid shipping label for Verizon Fios equipment return?
Verizon will usually provide a prepaid UPS shipping label after you contact their customer service to initiate the return process, or you might be able to print one from your My Verizon account online.
How to package Verizon Fios equipment for safe return?
You don't necessarily need to package it yourself. The UPS Store will package and ship your Verizon Fios equipment for free. If you do package it yourself, use a sturdy box and ample cushioning materials like bubble wrap.
How to find the nearest UPS Store for Verizon Fios equipment return?
You can find the nearest UPS Store location using the UPS website's store locator tool:
How to get proof of return for Verizon Fios equipment?
Always insist on a receipt from The UPS Store when you drop off your equipment. This receipt will include a tracking number and confirmation of the scanned serial numbers, serving as your crucial proof of return.
How to avoid unreturned equipment fees from Verizon Fios?
Return all required equipment within 30 days of service disconnection (or as otherwise instructed by Verizon), and always get and keep a receipt as proof of return.
How to track my Verizon Fios equipment return shipment?
Use the UPS tracking number provided on your receipt from The UPS Store to track your package on the UPS website (
How to confirm Verizon has received my returned Fios equipment?
Verizon typically sends an email confirmation once they receive and process your equipment. You should also check your next Verizon bill to ensure no unreturned equipment charges appear.
How to return Verizon Fios equipment if I don't have the original box?
The UPS Store will package your equipment for you free of charge, even if you don't have the original boxes.
How to return Verizon Fios equipment if I moved to a new address?
Contact Verizon customer service to initiate the return. They will provide you with a prepaid shipping label, which you can then use to return the equipment via The UPS Store from your new location.
