Canceling a home service like Verizon Fios can feel daunting. The process often involves navigating confusing policies, worrying about hidden costs, and dealing with customer service. Whether you’re moving, looking for a better deal, or changing your service needs, this guide provides a clear, step-by-step path to help you cancel Verizon Fios service smoothly and confidently.
This comprehensive article will walk you through everything you need to know, from alternatives you might not have considered to understanding the Verizon Fios cancellation fee and mastering the equipment return process. By the end, you’ll have all the information needed to end your service with minimal hassle and financial impact.
Before You Stop Service: Are There Better Options Than Canceling?
Before you make the final decision to cancel Fios completely, it’s worth exploring a few alternatives that might better suit your situation. Verizon offers several options that can save you from a full disconnection.
Moving? You Can Take Fios With You
If you’re moving to a new home, you might not need to cancel your service at all. Verizon allows you to transfer your Fios service to a new address, provided it’s within their coverage area. This is often the easiest route, as it helps you avoid a potential cancellation fee and the headache of setting up a new service from scratch. You can check for Fios availability at your new address and schedule the move through your online account.
Need a Temporary Break? How to Suspend Fios Service
For those who will be away for an extended period, like for seasonal travel or home renovations, the suspend Fios service option is a great alternative to a full verizon fios cancel. This “Vacation Suspend” feature lets you pause your service for 30 days up to nine months. While service is suspended, you’ll pay a reduced rate, but be aware that the length of the suspension does not count toward your contract term. This is a crucial detail, as your contract end date will be extended by the amount of time your service was on hold.
Want to Cut the Cord? How to Cancel Fios TV but Keep Internet
A very common reason for cancelling Verizon Fios is the desire to get rid of a traditional TV package. If you want to cancel Fios TV but keep your internet connection, you can. The most effective way to cancel Verizon cable and keep internet is by calling customer service directly. While some users have been able to make this change online, many find they need to speak with a representative to switch their plan. Be prepared for the agent to potentially upsell you on a faster internet package, and stand firm if you’re happy with your current speed.
The Official Guide: How to Cancel Verizon Fios Service
If you’ve decided that a full cancellation is the right move, following the correct procedure is key to a clean break. Here’s how to get it done.
Step 1: Gather Your Account Information
Before you contact Verizon, have your account details ready to go. This will speed up the process significantly. You’ll need:
- The full name on the account
- Your Verizon account number
- Your account PIN
- The last four digits of the account holder’s Social Security Number
Remember, only the official account holder can make changes or cancel Fios service.
Step 2: Choose Your Cancellation Method (Wisely)
Verizon offers a few different ways to initiate a cancellation, but they are not all created equal.
- Method 1: Call Customer Service (The Most Reliable Way) Based on countless user experiences, the most definitive way to cancel Verizon Fios is to speak with a representative over the phone. While it may require some patience, a phone call ensures your request is processed correctly and allows you to get a confirmation number. The best number to call is 1-844-837-2262 (often written as 844-837-2262 or 8448372262). You can also try the main Verizon line at 1-800-VERIZON. Be prepared to navigate their automated system and speak with a retention specialist whose job is to convince you to stay.
- Method 2: Use the Online Portal or Chat (Use With Caution) You can start the verizon fios internet cancellation process online through your My Verizon account or via the chat function in the My Fios app. However, this method is widely reported as unreliable. Often, initiating a cancellation online or via chat does not complete the process. Instead, it may only trigger a required follow-up call from Verizon, or worse, your request might not be processed at all, leading to continued billing. If you attempt this method, you must follow up with a phone call to confirm the disconnection.
- Method 3: Visit a Verizon Store (Not Recommended) Do not try to cancel my Verizon Fios in person at a retail store. Verizon stores, especially authorized retailers, are not equipped to handle Fios account cancellations. Staff will direct you to call the customer service line.
Understanding the Verizon Fios Cancellation Fee (ETF)
The biggest concern for most people canceling Verizon Fios is the Early Termination Fee, or ETF. This fee only applies if you are in a term contract, typically for one or two years.
Do You Have a Contract?
Many newer Fios “Mix and Match” plans do not have an annual contract, meaning you can cancel anytime without a penalty. The first step is to log into your account or review your original service agreement to see if you are under contract.
How Much is the Fios Cancellation Fee?
The most common Verizon Fios cancellation fee structure for residential plans starts at a maximum of $350. This amount is reduced by $15 for each full month of service you have completed. For example, if you cancel a 24-month contract after 12 months, your ETF would be reduced by $180 ($15 x 12), making the final fee $170. Always check your specific terms of service, as some plans may have a different fee structure.
How to Get the Early Termination Fee Waived
Under certain circumstances, Verizon will waive the ETF.
- 30-Day Guarantee: New customers can cancel within the first 30 days of service without any ETF.
- Moving to a Non-Fios Area: This is the most common reason for a waiver. If you are handling a verizon fios moving cancel service request and your new address is outside of the Fios service area, you are entitled to have the fee waived. You must submit proof of your new address (like a utility bill) through Verizon’s online ETF waiver form within 60 days of cancellation. Do not let a customer service agent tell you otherwise; use the official online form to bypass any resistance.
- Military Orders: Active-duty military members who are deployed or permanently relocated under official orders are protected by the SCRA and can terminate their contract without an ETF.
The Final Step: How to Return Your Verizon Fios Equipment
Properly handling your cancel Verizon Fios return equipment request is critical. You must return all rented equipment within 30 days of your service disconnection to avoid being hit with expensive non-return fees.
What You Need to Return
You must return all equipment you rent from Verizon, including:
- Routers
- Set-top boxes and Cable Cards for Fios TV
- Wi-Fi extenders
Important: Do not return the Optical Network Terminal (ONT). This is the box, usually in a garage or basement, that connects the fiber-optic line to your home. It is part of Verizon’s infrastructure and must stay at the property.
How to Return the Equipment
The official and easiest method is to use The UPS Store.
- Gather all your rented devices and their power cords. Do not box them up.
- Take the unboxed equipment to any UPS Store location.
- Tell the employee it’s a Verizon Fios return. They will scan each item.
- Get a receipt and keep it in a safe place. This receipt is your absolute proof of return. If Verizon mistakenly charges you for unreturned equipment, this document is your only defense.
What to Expect After You Cancel Fios
Your journey isn’t quite over once the service is off. Here’s what happens next.
Your Final Bill
Your final bill will be generated on your normal billing cycle date. It should include prorated credits for any days of service you paid for in advance but did not use. Carefully review this statement to ensure all charges and credits are correct. If you see an error, call the billing department armed with your cancellation confirmation number.
Will I Lose My @verizon.net Email?
No. If you have an @verizon.net email address, you will not lose it when you cancel Verizon internet. Years ago, Verizon migrated its email service to platforms managed by AOL and Yahoo. Your email account is now independent of your Fios service and will continue to function as a free email account.
Frequently Asked Questions (FAQ)
- What is the best way to cancel Verizon Fios? The most reliable way is to call Verizon customer service at 1-844-837-2262. Online and chat methods for a verizon fios disconnect are not recommended as they often fail to complete the process.
- How do I cancel my Verizon Fios? To cancel my Verizon Fios, gather your account information and call their customer service line. State clearly that you wish to disconnect your service, get a confirmation number, and follow the instructions for returning your equipment.
- How much is the Verizon Fios cancellation fee? The fios cancellation fee varies but is typically a maximum of $350, reduced by $15 for every month of completed service. Many plans have no contract and therefore no fee.
- Can I get the ETF waived if I’m moving? Yes, if you are verizon fios moving out to an area where Fios is not available, you can get the fee waived by submitting proof of your new address online.
- How do I return my Verizon Fios equipment? Take all your unboxed rental equipment (router, set-top boxes) to a UPS Store within 30 days of cancellation. Be sure to get and keep the receipt.
Conclusion
The process to cancel Verizon Fios requires a bit of preparation, but it is entirely manageable when you know the right steps. The key takeaways are to always call to cancel, understand your contract to avoid or dispute the ETF, use the official waiver process if you are moving, and meticulously handle the equipment return. By following this guide, you can navigate the verizon fios cancellation process, avoid unnecessary fees, and achieve a clean, final disconnection.
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