Tired of your current mobile plan? Looking for a change of pace, better coverage, or perhaps a more budget-friendly option? Whatever your reason, if you're a Verizon customer, cancelling your account might seem like a daunting task. But don't worry, we're here to guide you through the process, step by painstakingly clear step!
Ready to take control of your wireless destiny? Let's dive in!
Step 1: Assess Your Current Situation and Gather Information
Before you pick up the phone or click any buttons, it's crucial to understand the specifics of your Verizon account. This will save you a lot of time and potential headaches later.
What kind of Verizon service do you have? Are you trying to cancel a mobile phone plan, Fios Internet, Fios TV, or Fios Home Phone? The cancellation process can vary slightly depending on the service. This guide primarily focuses on mobile service, but we'll touch on Fios where applicable.
Are you the Account Owner? Only the account owner can cancel the service. If you're an authorized user or an account manager, you won't be able to proceed with cancellation without the account owner's involvement.
Do you have an active contract? This is a critical question. Many Verizon plans, especially older ones or those with device payment agreements, come with a contract term. Cancelling before your contract is up can result in Early Termination Fees (ETFs).
What are typical ETFs? For advanced devices, the ETF can be around $350, declining by a certain amount each month as you get closer to the end of your contract. For other contract terms, it might be around $175, also declining monthly.
Device Payment Agreements: If you're on a device payment plan, you'll be responsible for the remaining balance on your phone or device. This is separate from any ETF.
Do you want to keep your phone number? If you plan to switch to a new carrier and want to keep your existing Verizon number (a process called "porting"), DO NOT CANCEL YOUR VERIZON ACCOUNT YET! We'll cover this important detail in a later step.
Gather Your Account Information: Have the following ready:
Account Owner's Name
Associated Phone Number
Account PIN or the last four digits of the Account Owner's Social Security Number (SSN).
Step 2: Choose Your Cancellation Method
Verizon offers a few ways to initiate a cancellation, though some are more direct than others.
Sub-heading: The Most Direct Path: Calling Customer Service
For mobile phone service cancellation, this is generally the most recommended and often the only way to fully cancel your account.
Call Verizon Customer Service:
For Mobile Service: Dial 1-800-922-0204.
For Fios Service: Dial 1-800-VERIZON (1-800-837-4966).
Operating Hours: Be aware of their operating hours. For mobile service, it's typically Monday - Saturday, 8 AM - 7 PM (local time), and Sunday, 8 AM - 5 PM (local time). Fios hours are similar, often closing an hour earlier on weekdays. You cannot cancel your service online or via email for most services.
Be Prepared for a Wait: Customer service lines can be busy, so allocate sufficient time for the call.
Sub-heading: Limited Online Options (Primarily for Fios & Line Disconnection)
While you can't fully close a mobile account online, you might be able to disconnect individual lines or manage Fios service.
My Verizon Website:
Sign in to My Verizon.
Navigate to the "Disconnect Service" page on your Account Dashboard or Account Settings.
You might be able to disconnect individual lines of service this way. Important: If you're the account owner and disconnect your own line first, it can complicate things. Disconnect other lines first, then the account owner's last.
My Verizon App (Chat Feature):
Sign into the My Verizon app.
Tap the "snowflake" icon (chat icon).
Type "Cancel" into the "Ask a question" box.
Follow the prompts to disconnect a line or choose to chat with a live agent.
Step 3: Engage with Customer Service and State Your Intent
Once you're connected with a Verizon representative, be clear and concise about your intention.
State Your Purpose Clearly: Begin by stating that you wish to cancel your Verizon account (or a specific line of service).
Provide Required Information: The representative will ask for the account owner's name, phone number, and either the account PIN or the last four digits of the SSN to verify your identity. Have this information readily available.
Be Prepared for Retention Efforts: Verizon representatives are often trained to try and retain customers. They may offer you various incentives to stay, such as:
Lowering your monthly bill
Switching you to a cheaper plan
Offering to suspend your service for a month or two
Providing promotional deals
Stick to Your Decision (if you're determined): If you've made up your mind to cancel, politely but firmly decline these offers. You can use reasons like:
"I've found a plan that better suits my budget."
"I need better coverage in my new area."
"I'm no longer using this service."
"I'm moving to an area where Verizon service isn't available."
Inquire About Fees: Ask the representative to confirm any applicable Early Termination Fees (ETFs) or remaining device payment balances. Get a clear understanding of what your final bill will look like.
Get a Confirmation Number: Crucially, ensure you receive a cancellation ticket number or confirmation number for your request. This is your proof that you initiated the cancellation and can be used for follow-up if needed.
Step 4: Important Considerations Before Finalizing (Especially for Number Porting)
This step is vital if you want to keep your phone number.
Sub-heading: Porting Your Number to a New Carrier
DO NOT CANCEL VERIZON FIRST! If you cancel your Verizon service before your number is successfully ported, you risk losing your phone number permanently.
The Porting Process:
Get a Number Transfer PIN: This is a crucial security measure. You can usually get this by dialing #PORT from your Verizon phone. Verizon will text you the PIN. You can also generate it online in your My Verizon account under "Number Transfer PIN."
Contact Your New Carrier: Provide your new carrier with your Verizon account number and the Number Transfer PIN. They will initiate the porting process.
Keep Your Verizon Account Active: Your Verizon account must remain active during the porting process. The new carrier will contact Verizon, transfer your number, and then Verizon will automatically disconnect that specific line.
Confirm Porting Completion: Once your new carrier confirms the number has been successfully ported, test your phone to ensure calls and texts are working. Only then is it safe to proceed with fully cancelling any remaining Verizon service (if you have multiple lines or if your account doesn't auto-close after the last line ports).
Number Lock: Verizon offers a "Number Lock" feature to prevent unauthorized porting. If you have this enabled, you'll need to turn it off before you can port your number. You can do this by dialing *611 or in the My Verizon app/website under security settings.
Step 5: Returning Equipment (If Applicable)
If you have Verizon Fios (Internet, TV, Home Phone) or leased equipment for mobile service (like a Jetpack or hotspot), you'll likely need to return it.
Verizon Fios Equipment: Routers, set-top boxes, and other Fios equipment are typically leased. You must return them within 30 days of disconnecting your service to avoid unreturned equipment charges.
Instructions for Return: The Verizon representative you speak with during cancellation should provide you with instructions and a return label (or tell you where to get one). Sometimes you can drop off equipment at a Verizon store.
Keep Proof of Shipment: Always keep a record of your return, such as a tracking number or a receipt from the shipping carrier.
Step 6: Understanding Your Final Bill
Your final Verizon bill may look a bit different from your usual monthly statements.
Prorated Charges: Cancellation is usually effective on the last day of your current billing cycle. You are responsible for all applicable usage fees, prorated access charges, taxes, and surcharges that accrued to your account through the termination date.
Early Termination Fees (ETFs): If applicable, these will appear on your final bill.
Device Payment Balances: Any remaining balance on a device payment agreement will be due.
Security Deposits: If you paid a security deposit, it may take 30-60 days to process its return.
Auto Pay and Paper-Free Billing: You will remain enrolled in these until your final payment is processed.
Review Carefully: Once you receive your final bill, review it thoroughly to ensure all charges are accurate and reflect what you discussed with the customer service representative. If you have any discrepancies, contact Verizon billing immediately.
Step 7: Confirming Cancellation
It's a good practice to double-check that your cancellation went through as expected.
Check Online: After a few days, try logging into your My Verizon account. You should no longer have active service or be able to access your past account details.
Look for a Final Confirmation: Verizon may send you an email or physical letter confirming the account closure.
Monitor Your Bank/Credit Card Statements: Ensure no further recurring charges from Verizon appear after your final bill is paid.
Frequently Asked Questions about Cancelling Verizon Service
Here are 10 common "How to" questions related to canceling your Verizon account, along with quick answers:
How to avoid Early Termination Fees (ETFs) when canceling Verizon?
You can avoid ETFs by waiting until your contract term is complete. Alternatively, some new carriers offer "buyout" programs where they cover your ETF when you switch to them. If you're moving to an area not covered by Verizon Fios, you may be eligible for an ETF waiver if you provide proof of your new address.
How to keep my phone number when switching from Verizon to a new carrier?
Do NOT cancel your Verizon account first! Get a Number Transfer PIN from Verizon by dialing #PORT or online, then provide this PIN and your Verizon account number to your new carrier. Your new carrier will handle the transfer, and your Verizon line will disconnect automatically once the port is complete.
How to find my Verizon account number and PIN?
You can find your Verizon account number on your monthly bill or by logging into your My Verizon account online. For your Account PIN, you often set this up when you created your account. If you've forgotten it, you can usually reset it through the My Verizon app/website or by contacting customer service and verifying your identity.
How to return Verizon equipment after canceling Fios?
After canceling Fios, Verizon will provide instructions and often a pre-paid shipping label to return leased equipment (routers, set-top boxes, etc.). You must return them within 30 days to avoid unreturned equipment charges. Keep your shipping receipt as proof of return.
How to cancel a single line on my Verizon account without closing the entire account?
You can typically disconnect individual lines by calling Verizon Customer Service (1-800-922-0204) or, for some accounts, through the My Verizon website or app's "Disconnect Service" section. Be aware of any contract obligations tied to that specific line.
How to suspend my Verizon service instead of canceling?
If you're going away for an extended period (e.g., 30 days to 9 months), you can often suspend your Verizon service to avoid cancellation and re-activation fees. Contact Verizon Customer Service or check the My Verizon app/website for "Suspend Service" options.
How to get a final bill after canceling Verizon?
Your final bill will be sent to your billing address on file after your service is disconnected. It will include all charges accrued up to the termination date, including any applicable ETFs or device payment balances. You can also typically view it in your My Verizon account for a period after cancellation.
How to confirm my Verizon account is completely canceled?
After the cancellation date, try logging into your My Verizon account. If it's fully closed, you should no longer be able to access your active service details. You might also receive a final confirmation email or letter from Verizon.
How to cancel Verizon if I'm a military member being deployed?
Verizon offers specific provisions under the Servicemembers Civil Relief Act (SCRA) for military personnel. Contact Verizon Customer Service and inquire about canceling service under SCRA, as you may be exempt from ETFs with proper documentation.
How to deal with retention offers when canceling Verizon?
Be polite but firm. If you're determined to cancel, simply state that you appreciate the offer but have made your decision to move on. Reiterate your reason for leaving if you wish, but don't feel obligated to accept any deals if they don't align with your needs.
