Verizon offers various programs and resources designed to provide assistance to customers facing financial challenges or those who require accessibility support for their services. Understanding these verizon assistance options can help you or someone you know access necessary discounts, specialized support, or flexible payment solutions for Verizon Wireless, Fios, or Home Internet services.
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Financial Assistance Options
Verizon participates in federal programs and offers its own initiatives to help make services more affordable for qualifying customers.
Lifeline Program
- What it is: Lifeline is a long-standing federal program administered by the Universal Service Administrative Company (USAC) that provides a monthly discount on phone or internet service for eligible low-income households.
- Verizon Participation: Verizon is a participating provider in the Lifeline program.
- Benefit: Eligible households can receive one Lifeline discount (typically $5.25 or $9.25 depending on service type, potentially higher on qualifying Tribal lands) applied to either their home phone, home internet, or wireless phone service bill. Only one Lifeline benefit is allowed per household.
- Eligibility: You can qualify based on your household income (at or below 135% of the Federal Poverty Guidelines) OR if you or someone in your household participates in certain federal assistance programs, such as:
- Supplemental Nutrition Assistance Program (SNAP)
- Medicaid
- Supplemental Security Income (SSI)
- Federal Public Housing Assistance (FPHA)
- Veterans Pension and Survivors Benefit
- Certain Tribal-specific programs
- How to Apply: Eligibility is primarily determined through the federal Lifeline National Verifier. You can apply online at getinternet.gov/apply or request a paper application. You will need to provide proof of income or program participation. Annual recertification is required to maintain the benefit.
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Verizon Forward Program
- What it is: Verizon Forward is Verizon’s own program offering a significant discount on home internet services (Fios, 5G Home, LTE Home) for qualifying households.
- Benefit: Provides a monthly discount (up to $30/month) on eligible home internet plans, potentially bringing the cost down to $20/month or less when combined with other discounts like Auto Pay and the Mobile + Home discount.
- Eligibility: Eligibility often aligns with criteria similar to Lifeline or the now-ended Affordable Connectivity Program (ACP). You may qualify if your household participates in programs like Lifeline, SNAP, WIC, received a Federal Pell Grant in the past year, or meets other specific state-level program criteria (like free/reduced school lunch in NY).
- How to Apply: Visit the Verizon Forward page on Verizon’s website. Click “Get Started” to verify your eligibility through Verizon’s partner (often ID.me), potentially requiring documentation. Once approved, the discount can be applied to a new or existing eligible home internet plan.
(Important Note on ACP: The federal Affordable Connectivity Program (ACP), which previously provided internet discounts, stopped accepting new applications in February 2024 and ended due to lack of funding in Spring 2024. Verizon Forward and Lifeline are the primary current options for low-income internet assistance through Verizon.)
Payment Arrangements
- For All Customers: If you’re facing temporary difficulty paying your bill on time, Verizon offers payment arrangements. This standard option allows you to schedule a future payment date or potentially split the balance into two installments to avoid service interruption.
- How to Set Up: Arrangements can usually be set up easily through the My Verizon app or website, or by contacting customer service. Note that late fees may still apply if the full payment isn’t received by the original due date, and setting up an arrangement via a customer service agent may incur an assistance fee.
Accessibility Assistance
Verizon provides dedicated resources for customers with disabilities:
- Dedicated Support Centers:
- Wireless Accessibility: Verizon’s National Accessibility Customer Service (NACS) assists wireless customers. Contact them at 1-888-262-1999 (Mon-Sat 8 AM – 7 PM ET, Sun 8 AM – 5 PM ET).
- Fios/Home Accessibility: The Verizon Center for Customers with Disabilities (VCCD) assists Fios and traditional home phone/internet customers. Contact them at 1-800-974-6006 (Voice/TTY) or 508-251-5301 (Videophone) (Mon-Fri 8:30 AM – 5:00 PM ET).
- Services Offered: These centers can help with:
- TTY calls and support for Telecommunications Relay Services (TRS – accessible via 711).
- Providing bills and product brochures in alternate formats like Braille, Large Print, Audio CD, or MP3.
- Information on device accessibility features (Hearing Aid Compatibility – HAC, Real-Time Text – RTT, screen readers, voice control, visual/mobility aids).
- Assistance with selecting compatible devices and features.
General Customer Support
Beyond specific financial or accessibility programs, standard verizon assistance is available for everyday issues through their main customer service channels (phone, chat, My Verizon app/website, stores) for troubleshooting, billing questions, and account management.
