Ready to say goodbye to your Verizon Wi-Fi? Whether you're moving, switching providers, or just simplifying your digital life, canceling your internet service can sometimes feel like navigating a maze. But don't worry, we're here to guide you through every step of the process.
How to Cancel Your Verizon Wi-Fi Service: A Comprehensive Guide
Let's get started on getting that Verizon Wi-Fi service canceled! It's not as daunting as it might seem, as long as you're prepared.
Step 1: Gather Your Essentials & Understand the "Why"
Before you even think about picking up the phone or logging in, let's get organized. This initial preparation will save you a lot of time and potential frustration.
What you'll need:
Your Verizon Account Number: This is crucial for them to quickly identify your service.
Account Holder's Name: Only the primary account holder can typically cancel the service.
Account PIN or Last Four Digits of the Account Holder's SSN: For verification purposes.
Desired Cancellation Date: Have a clear idea of when you want your service to officially end. Keep in mind that cancellation is often effective on the last day of your current billing cycle.
Reason for Cancellation: While you don't need to write a novel, having a concise reason can help you navigate any retention offers.
Why are you canceling?
Moving: Are you moving to an area where Verizon Fios isn't available? This is a strong reason that may help you avoid early termination fees (ETFs).
Switching Providers: Did you find a better deal elsewhere? Be ready to mention this.
Dissatisfaction with Service: If you're unhappy with speeds, reliability, or customer support, make a note of it.
Financial Reasons: Sometimes it's simply about cutting costs.
Understanding your "why" can empower you during the conversation with a Verizon representative, as they may try to retain you with various offers.
Step 2: Choose Your Cancellation Method (and Why Phone is Best)
Verizon offers a few ways to initiate a cancellation, but for home internet, calling them directly is generally the most effective and often required method to finalize the process.
Option A: Call Customer Service (Recommended)
This is by far the most direct and generally required way to cancel Verizon Wi-Fi (Fios or 5G/LTE Home Internet). You'll need to speak with a live representative to complete the cancellation.
Verizon Fios Sales & Service Number: 1-800-837-4966 (Mon - Fri, 8 AM - 7 PM ET; Sat, 9 AM - 5 PM ET)
Verizon Home Internet (5G/LTE) Service Number: 1-800-922-0204 (7 days/week, 8 AM - 7 PM ET)
Pro Tip: Call during off-peak hours (e.g., mid-week mornings) to potentially reduce wait times.
Option B: Online (Initiation Only)
You can sometimes initiate a disconnect request through your My Verizon account online. However, it's important to note that for home internet services, this typically leads to a required follow-up phone call from Verizon to complete the cancellation. So, while you can start here, be prepared to eventually speak with someone.
Steps for Online Initiation (if available for your service type):
Log in to your My Verizon account on the Verizon website.
Navigate to the "Account" or "Manage Service" section.
Look for options related to "Disconnect Service" or "Cancel Service."
Follow the on-screen prompts. If it allows for online cancellation, great! If not, it will likely prompt you to call.
Option C: In-Person (Limited Availability)
While possible for some services, canceling home internet in person at a Verizon store may not always be the most efficient method and is generally less common. It's usually quicker and easier to do it over the phone.
Step 3: Navigating the Cancellation Call
This is where your preparation from Step 1 comes in handy. Be polite but firm.
Be Ready for Retention Offers: Verizon (like any service provider) will likely try to keep you as a customer. They may offer:
Lower monthly rates
Faster internet speeds for the same price
Temporary service suspensions (seasonal holds)
Bundle discounts if you also have Verizon Wireless.
If you're moving and Fios isn't available, they may offer solutions for transferring service if possible or help waive ETFs if you provide proof of your new address.
State Your Intention Clearly: Politely but firmly state that you wish to cancel your Verizon internet service.
Provide Your Account Information: Give the representative your account number, account holder's name, and verification details.
Confirm Your Cancellation Date: Reiterate the date you wish your service to end.
Ask About Early Termination Fees (ETFs):
Fios: If you are under a contract for Fios, you may be subject to a prorated Early Termination Fee (ETF). This fee can be up to $350 and typically decreases by $15 for each month you've had the service.
5G Home Internet/LTE Home Internet: These services often do not have annual contracts or disconnection fees, but always confirm this with the representative.
Important Note on ETFs: If you are moving to an area where Verizon Fios is unavailable, you might be able to get the ETF waived. Ask the representative about their policy for this scenario and what documentation (e.g., a utility bill with your new address) they require.
Inquire About Equipment Return: This is critically important to avoid additional charges.
Ask specifically how and where to return your Verizon-owned equipment (router, set-top boxes, etc.).
They will likely provide a pre-paid shipping label (often for UPS drop-off).
You typically have 30 days from your cancellation date to return the equipment.
Make sure you get a receipt or tracking number when you drop off the equipment. This is your proof of return.
Request a Confirmation Number: Always ask for a cancellation confirmation number or ticket number. This is your proof that you initiated the cancellation.
Confirm Final Bill Details: Ask when you can expect your final bill and if there will be any prorated charges or credits. If you have a credit balance, ask when you can expect it back (it can take up to 60 days).
Step 4: Returning Your Verizon Equipment
This step is as important as the cancellation call itself! Failing to return equipment can lead to significant charges.
Identify Verizon-Owned Equipment: This usually includes your Wi-Fi router, any Fios TV set-top boxes, and sometimes optical network terminals (ONTs) depending on your service and installation. If you purchased your router, you typically don't need to return it.
Obtain a Shipping Label: As discussed in Step 3, the representative should provide you with instructions and a pre-paid shipping label. If not, ask how to get one (often available through My Verizon online).
Package Your Equipment Securely: Use a sturdy box and ensure all components (cables, power adapters, etc.) are included.
Drop Off at Authorized Location: Most often, you'll be directed to a UPS store.
Get a Receipt: Always get a receipt from UPS (or whichever authorized location you use) that shows the tracking number and that you dropped off the equipment. This is your undeniable proof of return.
Track Your Return: Use the tracking number to monitor the delivery of your equipment back to Verizon.
Step 5: Review Your Final Bill
After your service has been canceled and equipment returned, keep an eye on your final Verizon bill.
Check for Accuracy: Ensure that the cancellation date is correct and that you haven't been charged for service beyond that date.
Verify Equipment Return Credits: Confirm that there are no "unreturned equipment" charges.
Look for Refunds: If you had a credit balance or overpaid, ensure any refunds are processed as expected. Contact Verizon if you see any discrepancies.
By following these steps, you can navigate the process of canceling your Verizon Wi-Fi service smoothly and avoid any unwelcome surprises.
10 Related FAQ Questions
Here are some common questions you might have about canceling your Verizon internet service:
How to check if I'm under a contract with Verizon Wi-Fi?
You can check your contract status by logging into your My Verizon account online, reviewing your original service agreement, or by calling Verizon customer service directly.
How to avoid early termination fees (ETFs) when canceling Verizon Wi-Fi?
ETFs typically apply if you cancel Fios service before your contract ends. You might avoid them if you're moving to an area where Verizon Fios is unavailable (requiring proof of new address) or if Verizon offers a buyout or waiver as a retention incentive. 5G/LTE Home Internet often doesn't have ETFs.
How to return Verizon Wi-Fi equipment after cancellation?
Verizon will usually provide a pre-paid shipping label (often for UPS) and instructions during your cancellation call. You'll typically package the equipment and drop it off at an authorized location, making sure to get a receipt with a tracking number.
How to confirm my Verizon Wi-Fi cancellation?
Always ask for a cancellation confirmation number or ticket number during your phone call. You can also check your My Verizon account online for any service status updates and review your final bill.
How to find my Verizon account number and PIN?
Your account number can be found on your Verizon bill or by logging into your My Verizon online account. Your account PIN is typically set up when you establish service and can be reset through your online account or by calling customer service.
How to cancel Verizon Wi-Fi if I'm moving?
If moving, first check if Verizon service is available at your new address. If not, inform Verizon during your cancellation call and inquire about ETF waivers, as this is a common reason for waiving the fee.
How to get a refund for a credit balance after canceling Verizon Wi-Fi?
Any credit balance on your account after cancellation will typically be processed as a refund. This can take up to 60 days to be issued, usually as a check or a credit back to your payment method.
How to deal with retention offers when canceling Verizon Wi-Fi?
Listen to their offers politely, but stick to your decision if you're set on canceling. If an offer is genuinely appealing, consider if it meets your needs before committing. Remember, you don't have to accept.
How to ensure all Verizon-owned equipment is returned to avoid charges?
Keep a checklist of all equipment you received from Verizon. When packing, double-check that all components, including power cords and accessories, are included. Obtain and keep a physical receipt with a tracking number from the shipping carrier.
How to pause or suspend Verizon Wi-Fi service instead of canceling?
Verizon offers a "seasonal hold" or suspension option if you'll be away for an extended period (typically 30 days to 9 months). You can inquire about this option through My Verizon or by calling customer service if you're not looking to cancel permanently.