Returning a Verizon router might seem like a straightforward task, but there are a few important steps to follow to ensure a smooth process and avoid any unreturned equipment charges. Whether you're upgrading, canceling service, or simply swapping out a defective device, knowing the proper procedure is key.
Ready to send that Verizon router packing? Let's dive in!
Step 1: Understand Why You're Returning It (and the Type of Equipment)
Before you do anything, it's crucial to understand why you're returning the router and what kind of equipment it is. This will dictate the exact steps you need to take.
Sub-heading: Why the Return?
Canceling Service: If you're disconnecting your Verizon service (Fios, 5G Home Internet, or LTE Home Internet), you'll almost certainly need to return their leased equipment. Failure to do so will result in unreturned equipment charges.
Upgrading Service: Sometimes, an upgrade might come with new equipment, requiring you to return the old.
Defective Equipment: If your router is faulty and Verizon is sending a replacement, you'll need to return the old one.
Within 30-Day Return Window: If you just purchased or received a new device and decided it's not for you within the initial 30-day return policy, you can return it for a refund (though a restocking fee may apply to wireless devices).
Sub-heading: What Kind of Equipment Is It?
Fios Routers: These are common for fiber optic internet service.
5G Home Internet Gateways / Routers: These are for Verizon's fixed wireless home internet service.
LTE Home Internet Gateways: Similar to 5G Home, but for LTE-based home internet.
Important Note: Optical Network Terminals (ONTs), the black boxes where the fiber optic cable connects, are generally Verizon's property and should remain at the premises for the next tenant. Do NOT return the ONT unless specifically instructed by Verizon. You will not be charged for it if you leave it.
Step 2: Contact Verizon Customer Service
This is arguably the most critical step. Do not just box up your router and send it off. You must initiate the return process with Verizon first.
Sub-heading: How to Reach Them
Call Verizon: The most common and often most effective method is to call Verizon customer service. For Fios, the general number is 1-800-VERIZON (1-800-837-4966). For 5G Home or LTE Home Internet, you may have a specific support number or option when you call. Clearly state that you need to return equipment.
Online Chat/My Verizon App: While sometimes less direct, you can also try initiating the return through Verizon's online chat support or within the My Verizon app (if applicable to your service). Be prepared that for equipment returns, they often direct you to call.
Verizon Business Accounts: If you have a Verizon Business account, you'll need to use their dedicated business portal or contact their business support.
Sub-heading: What to Ask For
A Return Label/Kit: Verizon typically provides a pre-paid return shipping label, often as part of a return kit (which may include a box). Insist on receiving a return label or kit.
Confirmation of Service Disconnection (if applicable): If you're canceling service, ensure the representative confirms your service disconnection date. This is vital to avoid continued billing.
Return Instructions: Ask for clear instructions on how to package the equipment and where to drop it off.
Step 3: Prepare Your Router for Return
Once you have your return label or kit, it's time to get your router ready.
Sub-heading: Gather All Components
Router Unit: The main device itself.
Power Adapter: The power cord that plugs into the wall.
Ethernet Cables: Any Ethernet cables that came with the router.
Try to include all original components to avoid potential charges for missing items.
Sub-heading: Reset and Clear Data (Optional but Recommended)
While not strictly required for a router return, it's a good practice to perform a factory reset on your router to wipe any personal settings or network configurations. This ensures your data isn't accessible to others.
Refer to your specific router model's manual for factory reset instructions, or search online for "[Your Verizon Router Model] factory reset."
Sub-heading: Packaging the Equipment
Use the Provided Box/Kit: If Verizon sent you a specific return kit, use that box. It's designed to fit the equipment securely.
Secure Packaging: If you're using your own box (after printing a label), make sure the router and its components are well-protected with packing material to prevent damage during transit. You are responsible for ensuring the equipment arrives in good condition.
Attach the Return Label: Affix the pre-paid return label securely to the outside of the package. If you printed it yourself, make sure it's clear and scannable.
Step 4: Drop Off Your Equipment and Get a Receipt
This is where you physically send the router back to Verizon.
Sub-heading: Where to Drop Off
UPS Store: Verizon typically partners with UPS for equipment returns. You can usually drop off your packaged equipment at any UPS Store.
No Need to Box at UPS (Sometimes): For Fios equipment, in many cases, you can take the unboxed equipment directly to a UPS Store. They will scan the serial numbers, package it for you, and send it back. Confirm this with Verizon or the UPS store beforehand. This might not apply to 5G Home/LTE Home equipment as readily.
Verizon Corporate Store (Limited Availability): While some sources indicate that corporate Verizon stores (not authorized retailers) might accept returns, especially if your service is still active, it's generally not the primary method for home internet equipment returns. It's best to stick to the UPS method provided by Verizon. If you do go to a store, get a receipt!
Sub-heading: The Crucial Receipt
ALWAYS Get a Receipt: No matter where you drop off the equipment, demand and keep a physical receipt with tracking information. This receipt is your proof that you returned the equipment and is your best defense against any unreturned equipment charges.
Take a Picture: For extra security, take a picture of the receipt and the packaged box with the label visible before you drop it off.
Step 5: Track Your Return and Confirm Credit
Your job isn't done until you've confirmed Verizon has received the equipment and you haven't been charged.
Sub-heading: Track the Shipment
Use the tracking number from your receipt to monitor the shipment's progress.
Sub-heading: Monitor Your Account
Keep an eye on your Verizon bill for the next 1-2 billing cycles.
Ensure no "unreturned equipment charges" appear. If they do, immediately contact Verizon with your return receipt and tracking information. It can sometimes take a few weeks for the return to be processed and for the charge to be removed or a credit to be issued.
Essential Tips for a Smooth Return
Act Promptly: Verizon typically has a 30-day window for equipment returns after service disconnection to avoid charges. Don't procrastinate!
Keep Records: Save all communication with Verizon, including dates, names of representatives, and confirmation numbers. Your return receipt is paramount.
Be Persistent: If you encounter issues (e.g., no return label sent, incorrect charges), be persistent but polite with customer service. Refer to your documentation.
10 Related FAQ Questions
Here are some common questions about returning Verizon equipment:
How to get a return label for my Verizon router? You typically need to contact Verizon customer service (by phone is usually best) and request a pre-paid return shipping label or a return kit. For some wireless devices, you might be able to print one from your My Verizon account online.
How to avoid unreturned equipment charges from Verizon? The most important step is to return all leased equipment within the specified timeframe (usually 30 days after service disconnection) and always get a receipt with tracking information as proof of return.
How to know if my Verizon router is leased or owned? Most Verizon routers for Fios, 5G Home, and LTE Home Internet are leased equipment. If you purchased it outright, you'd likely have a record of it. When in doubt, contact Verizon customer service to confirm.
How to return Verizon Fios equipment without a box? For Fios equipment, you can often take the unboxed router and other components directly to a UPS Store. They will scan the serial numbers, package it for you, and provide a receipt. It's always best to confirm with Verizon or the UPS store first.
How to return Verizon 5G Home Internet equipment? You must contact Verizon to initiate the return. They will typically provide a shipping label. You'll then need to box the equipment (including the gateway and power supply) and drop it off at a designated shipping location, usually a UPS Store, ensuring you get a receipt.
How to track my Verizon equipment return? Use the tracking number provided on your return receipt from UPS (or other shipping carrier) to track the package online.
How to confirm Verizon received my returned router? Track your shipment to "delivered." Then, monitor your Verizon account for the next 1-2 billing cycles to ensure no unreturned equipment charges appear and that any applicable credits are applied. If charges appear, contact Verizon with your receipt.
How to return Verizon equipment if I lost the original return label? Contact Verizon customer service immediately. Explain that you lost the label and need a new one. They should be able to email you a printable label or send a new return kit by mail.
How to return a Verizon router if my service is already disconnected? You still need to return the equipment to avoid charges. Contact Verizon customer service and inform them your service is disconnected and you need to return the router. They will provide instructions and a shipping label.
How to return a Verizon router to a Verizon store? While some corporate Verizon stores might accept returns for active accounts, it's not the universal or preferred method for home internet equipment. Verizon generally directs you to return equipment via UPS with a provided shipping label. Always call the specific store first if you plan to attempt this, and always get a receipt.
