I had a Verizon cable box in my home for years, and I wanted to switch to a new cable provider.
I’d faced many problems with my FiOS setup, like the remote not changing channels, the remote not changing the volume, and the FiOS Guide not working. I’d decided it wasn’t worth the hassle.
So, I contacted Verizon about returning the cable box, and they gave me a rather detailed list of instructions.
In the end, it took me days just to get the box to a nearby Verizon store and finally be rid of it.
Verizon is well known for its strict return and refund policies.
You’ve got to follow their procedure to the letter for them to accept the return, and if you’re late, you get fined.
So, before you decide to cancel your Verizon Fios connection, you should understand the return-related procedure thoroughly.
You must return all Verizon equipment, packed in its original boxes, within 30 days of cancellation.
You can either return it to one of the specified Verizon locations near you or ship the box directly to Verizon after adding a shipping label to it.
Canceling Your Fios Connection
There may come occasions where you decide to cancel your Fios TV connection because you want to choose the service from a different company, or you are relocating, or if you are not going to be in your home/office for a particular duration.
In any such cases, you can cancel the service by contacting Verizon at 844-837-2262, any time between 8 AM to 5 PM, Monday to Friday.
Keep your account information with you when you contact them, as the Verizon agent will need it for the cancellation process.
The agent will guide you through the cancellation and inform you about your account details such as an early termination charge, credit balance, amount due, etc.
Once you have paid all the dues, the cancellation will be complete. Verizon allows you to monitor the entire return process with My Verizon.
To do so, go to the My Verizon site:
- Track your equipment return.
- Check final bill status, pending refunds, restocking fees, etc.
- Confirm that Verizon has received your equipment.
If there are any mistakes on the website, you can contact Verizon and report them.
The early termination fee is only applicable for postpaid connections.
The earlier you decide to cancel your connection from the contract deadline, the more they will charge you as early termination fees.
Verizon can charge a maximum of $350 as an early termination charge and reduce $15 per month.
If you have a Verizon account with a credit balance, it will be returned to you within 60 days of
cancellation.
Which Fios Equipment Must be Returned?
After cancellation of your Verizon service, you must return all the equipment you have rented from Verizon within 30 days of cancellation.
When you contact Verizon for cancellation, you can inquire about the list of items to be returned.
Usually, this list contains routers, set-top boxes, remotes, cable cards, power cords, digital adapters, etc.
Any personal items that you used for the service need not be returned to Verizon.
The items that must be returned will vary depending on the type of service you have taken from Verizon.
If you are a Verizon Fios TV user, you will have to return the cable box, adapters, power cords, routers, etc., to Verizon.
Double-check the list of items to be returned so that in the future, Verizon doesn’t make a fuss over missing equipment and charge you extra for it.
How to Return Your Fios Equipment?
Verizon return policies are so strict that you have to take extreme care of your equipment from the very moment you purchase them.
Even the boxes in which they were packed should be taken care of if you want to return the equipment to Verizon someday.
An important point to be noted is that you must contact Verizon for help during the return process.
They will provide you with clear instructions on how to return the equipment.
The first step is to pack your equipment in the same box that Verizon sent it.
You are not permitted to use any other box. Pack the equipment tightly and safely.
You do not want the equipment to be damaged during the return process. Unfortunately, Verizon will charge a penalty for damaged products, so take very good care during packing.
The second step is attaching the shipping label to the box. You can print a shipping label from My Verizon using the following steps:
- Log in to My Verizon using your Verizon user ID and password or your Order Number and Zip Code.
- Go to My Orders.
- Select your order & select Return Products.
- Choose the product/products that you wish to return.
- Follow the given instructions.
- Finally, print the label.
The label should be attached to the box in which you are shipping the equipment. Keep a copy of the shipping label.
This copy will act as proof of shipment if any issues occur in the equipment return process.
Also, you can use the information provided in the shipping label to track your package during the return process.
There are two ways to return your package. One would be to mail the equipment directly to Verizon.
The other would be to return the equipment to a Verizon store.
You should know that not all Verizon stores accept returned products. Even the store from which you bought the equipment might not be authorized to take it back.
You can search for the stores that can take in the returned products on the Verizon website.
If you cannot return the equipment via any of the methods mentioned above, you can contact Verizon and inquire about stores near you that can accept the equipment.
Most customers prefer to return the equipment at the nearest authorized Verizon store because returning the product via mail is a complicated process.
Also, the risk of the package not reaching the destination unscathed is high in the case of mail.
What Happens if You Don’t Return Your Fios Equipment?
As mentioned before, Verizon follows stringent return policies.
If you fail to return the equipment within 30 days of terminating the connection, Verizon will bill an unreturned equipment charge for each day that you delay in returning.
You can return the equipment even after 30 days, but you must pay the fine amount along with it.
Final Thoughts on Returning Verizon Fios Equipment
My advice for returning the Verizon Fios equipment: Don’t look at random websites about authorized stores where you can return the Verizon Fios equipment.
Visit the Verizon website to learn about the stores. Also, returning equipment via stores is easier and more reliable.
If there aren’t any stores near you, only then go with mailing the equipment.
If you are canceling your service because you’re relocating, check to see if Verizon service is available in your new location by contacting Verizon.
If it is, then Verizon will take care of setting up your connection at your new home.
Or, if you are going out of town for a while, Verizon provides an option to suspend their services until you come back.
Note that this feature is available only if the duration for which you will be out of town is between 1 month and nine months.
Frequently Asked Questions (FAQ)
How do I cancel my FiOS service?
You can cancel your Fios service by contacting Verizon at 844-837-2262 between 8:00 – 5:00 PM EST, Monday – Friday.
When you contact them, be ready with your account details for a smooth and quick cancellation process.
Can I return Verizon equipment after 30 days?
The customer is subject to a late fee if the equipment is not returned within 30 days.
In addition, for damaged equipment, the appropriate remuneration will be charged as well.
Can I return Verizon equipment to any store?
Unfortunately, there are only a few Verizon stores that accept equipment returns.
Even if you purchase the Verizon equipment from a particular store, they may not accept returns.
Can Verizon waive the restocking fee?
Verizon would ignore the restocking fee if the item purchased is returned within 30 days of the purchasing date, with the package intact.
However, if anything is opened or missing, there will be a 15% restocking fee.
What is the time frame for receiving a Verizon refund?
Typically it takes up to 60 days for you to receive a refund from Verizon. If you want to check the refund status, you can do that by Logging in to My Verizon and following these steps:
Go to Billing > View Bill > Options > Check Refund Status.
