So you‘ve decided it‘s time to part ways with Verizon Fios and cancel your internet service. Maybe you‘re moving to an area without Fios coverage, switching to a new provider with a better deal, or just looking to cut costs. Whatever your reason, this guide will walk you through everything you need to know to cancel your Verizon Fios internet smoothly and avoid unwanted fees and hassles.
Step 1: Consider Your Contract and Early Termination Fees
Before you take any steps to cancel, the first thing you need to determine is whether you are currently under contract with Verizon Fios. If you are still within your initial contract term, which is typically 1-2 years, you will likely face an early termination fee (ETF) for canceling service prematurely.
According to Verizon‘s policies, the ETF for internet service can be up to $350, prorated based on the number of months left in your contract. So if you are 6 months into a 1-year contract, your ETF would be around $175 (50% of $350). If you only have a couple months left, it may be worth riding out your contract to avoid the fee.
There are a few circumstances where Verizon will waive the ETF:
- You are moving to a new address that does not have Fios service
- There are billing or service quality issues that Verizon has been unable to resolve
- A member of your household has passed away or is joining the military
- You upgrade to a new Verizon service that has a term contract
If you think you may qualify for a waived ETF under one of these circumstances, it‘s worth contacting Verizon to discuss your situation. More tips on negotiating with their retention department are provided later in this guide.
Step 2: Consider Your Other Verizon Services
Another factor to consider is whether you have other services bundled together with your Fios internet, such as TV or home phone. If you cancel just your internet service, your package pricing will likely increase for the remaining services. Verizon may have retention offers to entice you to stay subscribed to internet to keep your bundle benefits.
However, if you are planning to cancel all of your Fios services, then this is less of a concern. Just be sure to return all boxes and equipment for your other services along with your internet equipment to avoid additional fees (more on that later).
Step 3: Contact Verizon to Cancel Your Internet Service
Once you‘ve reviewed your contract situation and decided to proceed with cancellation, it‘s time to let Verizon know. Unfortunately, you cannot cancel Fios internet service online by yourself. You can initiate the process online via chat, but you will eventually need to speak with a live customer service agent over the phone to finalize the cancellation.
Here are the steps to take and what to expect when you contact Verizon to cancel:
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Gather your account information – Make sure you have your Verizon account number, the phone number or email associated with your account, and a form of identification for the account holder. You may be asked to provide these to verify your identity.
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Call Verizon customer service – The number for Verizon Fios cancellations is 1-844-837-2262. Be prepared to navigate through a few phone menus to get to the right department. You can also try initiating a cancellation via online chat at verizon.com/chat to get to an agent more quickly.
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Explain that you want to cancel – Once you reach a live customer service rep, clearly state that you want to cancel your Fios internet service and the date you need it shut off by. If you are moving, Verizon will ask for your new address to check serviceability. If Fios is not available at your new location, they will process your cancellation.
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Prepare for the retention pitch – The agent is likely to ask why you are canceling and make some attempt to persuade you to stay with Verizon. They may offer you discounts or promotions to extend your service. Consider ahead of time what your "bottom line" is and don‘t feel pressured to accept a deal unless it truly addresses your reason for canceling. It‘s ok to politely but firmly decline if you are set on canceling.
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Get details on final charges – Before you end the call, make sure you understand any early termination or other final charges that will appear on your last bill. Ask about any prorated credits for partial month service and confirm when your final billing statement will be issued. Request an order number for your records.
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Return your equipment promptly – Verizon should provide instructions on how to return your router, ONT, and any other leased equipment. Take careful note of the deadlines and methods for return, which are covered in more detail in the next section.
Following the call, you should receive an email from Verizon confirming your cancellation request. If you don‘t see it within 24 hours, follow up with another call to customer service. It‘s important to stop service on your intended date to avoid additional charges.
Step 4: Return Your Verizon Fios Equipment
If you are leasing a router or other equipment from Verizon, you are responsible for returning it in a timely manner to avoid hefty unreturned equipment fees. These fees can range from $99 for a basic router up to several hundred dollars for a DVR, so you definitely want to take equipment return seriously.
You should receive instructions and a pre-paid FedEx label from Verizon to return your equipment free of charge. The most common return method is to drop off your gear at any FedEx location – either a staffed counter or self-service drop box.
If you aren‘t sure what you need to return, refer to your service order email or contract. You can also find a list of equipment associated with your account in the My Verizon app or web portal. A Fios internet setup typically includes:
- Verizon router (G3100, G1100, or older model)
- Optical network terminal (ONT) – a white box typically mounted in your basement, garage or closet that converts the fiber optic signal
- Power cable for ONT
The deadline to return your equipment is typically 30 days from your cancellation date. To be safe, aim to get it in the mail within a week of canceling to allow ample shipping time. Make sure to get a receipt or tracking number as proof that you returned everything.
Once Verizon receives your equipment, it can take up to 2 weeks for them to process it and remove the rental charges from your account, so don‘t be alarmed if you still see those line items on your final bill. If you follow up a month after returning and still see charges, then contact customer service for an adjustment.
Step 5: Shop for a New Internet Provider
Now that you‘ve cut ties with Verizon Fios, you‘ll need to find a new home internet service provider to get your WiFi flowing again (unless you are moving somewhere with provided internet or giving up home broadband altogether).
The options available to you will depend on your address, but most areas have at least a couple alternatives to Fios, which may include:
- Cable internet from providers like Xfinity, Spectrum, Cox or Optimum
- DSL internet from providers like AT&T, CenturyLink, Frontier or Windstream
- 5G home internet from providers like T-Mobile or Verizon (separate from Fios)
- Satellite internet from HughesNet or Viasat
When evaluating potential providers, consider the following factors:
- Monthly pricing, both introductory and regular rates
- One-time setup and installation fees
- Contract length and early termination terms
- Connection type (cable, fiber, etc.) and speed tiers
- Data caps and overage charges
- Equipment rental costs and option to use your own
- Bundles or discounts for adding TV and phone service
- Reputation for customer service and support
It‘s a good idea to check with neighbors or local community forums to get real-world experiences with providers in your area. Just remember that cable and DSL connection quality can vary widely by location due to differences in network infrastructure and capacity.
If you are looking for an alternative to Fios with similar speed and reliability, cable will likely be your best bet. Fiber providers like AT&T and CenturyLink are expanding their networks but still have limited footprints. 5G home internet is an intriguing new option but is still in its infancy in terms of coverage and consistency.
Don‘t feel like you need to rush into a long-term contract with a new provider right away. Many offer no-contract plans or trial periods so you can test out the service before committing. You can also use the opportunity to negotiate for better terms, especially if you are willing to bundle multiple services together.
Tips for Negotiating with Verizon Retention
What if you call to cancel your Fios service and the retention agent makes an enticing offer to stay? It‘s not uncommon for providers to suddenly extend discounts and promotions when a customer is at risk of churning. Here are a few tips for handling the negotiation:
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Know your alternatives – Research what other providers are offering in your area for new customers. You can use these as leverage to get Verizon to match or beat the promotional pricing.
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Don‘t be afraid to say no – If the agent‘s offer isn‘t good enough to change your mind, politely decline and proceed with the cancellation. You can always call back and reactivate service if you decide to stay with Verizon later.
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Escalate to a manager – If you aren‘t getting anywhere with the first agent, ask to speak with a supervisor or manager. They may have more authority to offer bigger discounts or waive certain fees.
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Be kind but firm – You can be friendly and appreciative of the agent‘s efforts while still holding your ground on canceling. Getting angry or threatening will only put them on the defensive.
Remember, the retention department‘s job is to save customers, so they will do what they can to address your concerns within reason. It never hurts to hear them out – you may end up with a better deal with Verizon. Just go into the conversation clear on what it will take for you to stay and don‘t settle for less.
Summary
Canceling Verizon Fios internet service involves a few key steps:
1. Consider your current contract and early termination fees
2. Evaluate your other bundled Verizon services (TV, phone, etc.)
3. Contact Verizon customer service by phone or online chat to initiate the cancellation
4. Return all leased Verizon equipment within 30 days to avoid fees
5. Shop around and sign up for a new internet service provider
With a little planning and persistence, you can make a clean break from Fios and get set up with an alternative provider that better fits your needs and budget. Don‘t be afraid to negotiate for the best terms, both with Verizon‘s retention department and with potential new providers.
Armed with the knowledge in this guide, you are well-equipped to cancel Verizon Fios internet with minimal hassles and move on to the next chapter of your home broadband journey. For more expert tips and information on navigating internet service providers, be sure to check out the other resources on our site.
