Deciding to cancel Verizon Fios can feel like a complicated task, but the most direct and reliable way to get it done is by calling their customer service department. While you can start the process online, a phone call is almost always required to finalize the disconnection. This guide provides a complete walkthrough of every step, ensuring you can stop your Verizon Fios service smoothly and without hassle.
Whether you’re moving, switching to a new provider, or simply looking to cut costs, understanding how to properly cancel your Verizon Fios service is crucial. This article will detail the exact steps for every cancellation method, explain how to handle the potential Early Termination Fee (ETF), and provide a critical guide on returning your equipment to avoid expensive charges. We’ll cover everything you need to know to successfully end your Verizon Fios service.
The Core Explanation: Understanding the Fios Cancellation Process
Before you pick up the phone or open a chat window, it’s helpful to understand the four key stages of the cancellation journey. Knowing what to expect will help you stay organized and avoid common pitfalls that can lead to unexpected bills.
The Four Key Stages of Cancellation
- Initiation: This is where you make the official request to disconnect your Verizon Fios service through one of their approved channels.
- Verification & Confirmation: You will speak with a Verizon representative, likely from a retention department, to confirm your details. The goal here is to get a firm cancellation date and, most importantly, a cancellation order number for your records.
- Equipment Return: After your service is disconnected, you have 30 days to return all rented equipment, such as routers and set-top boxes, to avoid significant non-return fees.
- Final Settlement: This involves reviewing your final bill for accuracy, paying any applicable Early Termination Fees (ETFs), and confirming you’ve received any refunds you might be owed.
Information You’ll Need to Cancel
To make the process to cancel your Verizon internet as efficient as possible, make sure you have the following information ready before you contact them:
- Your full Verizon account number.
- The name of the primary account holder.
- Your account PIN or the last four digits of the account holder’s Social Security Number.
- The complete service address.
The Deep Dive: Your Step-by-Step Guide to Canceling Fios Service
This section provides actionable, step-by-step instructions for each method you can use to terminate your Verizon Fios service.
How to Cancel Verizon Fios Over the Phone (The Recommended Method)
Calling Verizon is the most effective way to ensure your request to cancel Fios service is processed correctly and completely.
Step 1: Prepare for the Call Gather your account information and decide on your ideal cancellation date. Verizon allows you to schedule a disconnection for a future date, which is perfect for coordinating a move.
Step 2: Dial the Right Number To initiate the Verizon Fios cancellation, use one of these numbers:
- Primary Customer Service: 1-800-VERIZON (1-800-837-4966)
- Verizon Fios Cancellation Number: 1-844-837-2262
Be mindful of their hours of operation, which are typically Monday through Friday, 8 AM to 7 PM ET.
Step 3: Navigate the Phone Menu Use voice prompts like “Cancel service” or “Disconnect Fios” to be routed to the correct department. You will likely be transferred to a retention specialist.
Step 4: Speak with the Retention Specialist State your intention clearly: “I would like to cancel my Verizon Fios service.” The specialist is trained to try to keep you as a customer and may offer you new promotions. If your decision is final, politely decline and repeat your request to proceed with the Verizon Fios cancel process.
Step 5: CRITICAL – Get Your Confirmation Do not end the call without getting a cancellation order number and the exact date your service will be terminated. Ask for a confirmation email to be sent while you are still on the phone. It’s also wise to note the agent’s name and the time of your call.
How to Cancel Verizon Fios Online (Website & My Verizon App)
While often just a first step, you can begin the process to cancel Verizon Fios online.
Step 1: Log In Sign in to your account at verizon.com or through the My Verizon app. You won’t find a cancellation option at activatemyfios.verizon.net, as that is for new service.
Step 2: Initiate a Chat Find the “Chat with us” button or the snowflake icon to open a chat window.
Step 3: State Your Intent Type a clear request, such as “How to cancel Verizon WiFi” or “Verizon internet cancel service.”
Step 4: Connect with a Live Agent After answering a few questions from the virtual assistant, you’ll be connected to a live agent.
Step 5: The Likely Roadblock The agent will verify your account and then will most likely inform you that you need to speak with a specialist over the phone to finalize the cancellation. This is a common part of the process designed to give them a chance to retain you as a customer. If you manage to complete the Fios cancel service request in the chat, be sure to save a transcript and get a cancellation order number.
Can You Cancel Verizon Fios In a Store?
No. A Verizon Fios service center or retail store cannot process a request to disconnect Verizon Fios. Store employees are focused on mobile services and will direct you to call the customer service number to handle your Fios account.
Clearing Up Confusion: Debunking Common Fios Cancellation Myths
Misinformation can make canceling Verizon Fios more difficult. Here are the facts behind common myths.
- Myth #1: “You can easily cancel your service online with a few clicks.”
- Reality: This is almost never true. The online system is designed to lead you to a conversation with a retention agent, usually over the phone. A simple, one-click online cancellation is not how the process works.
- Myth #2: “If I just stop paying, they’ll eventually cancel the service.”
- Reality: This is a terrible idea. Verizon will not simply stop Verizon Fios service. They will continue to bill you, add late fees, and eventually send your account to a collections agency, which will severely damage your credit score.
- Myth #3: “I have to return the white ONT box on the wall.”
- Reality: The Optical Network Terminal (ONT) is Verizon’s property, but it is considered a permanent fixture of your home’s infrastructure. Do not remove or return it. You only need to return rented equipment like your router and TV set-top boxes.
- Myth #4: “Threatening to cancel is a guaranteed way to get a lower price.”
- Reality: While this can sometimes work, it’s not a guarantee. With Verizon’s newer “Mix & Match” plans, there is often less room for negotiation than there used to be.
Practical & Actionable Advice: Fees, Equipment, and Alternatives
Here is what you need to know about the financial and logistical side of cancelling Fios.
Understanding Verizon’s Early Termination Fee (ETF)
If you are under a term agreement, you may face an ETF.
- What is an ETF? An Early Termination Fee is a charge for ending your service before your contract term is complete. If you are on a month-to-month plan, you will not have an ETF.
- How is the ETF Calculated? The fee is prorated. For many Fios plans, the maximum ETF is $350, and it decreases by $15 for each month of service you have completed.
- How to Waive the ETF: Verizon will typically waive the ETF if you are moving to an address where Fios service is not available. You will need to provide proof of your new address, such as a utility bill or lease agreement, within 60 days of your disconnection.
The Complete Guide to Returning Your Fios Equipment
Properly returning your equipment is the most important step to avoid extra charges after you cancel your Fios internet.
- Step 1: Know What to Return: You must return all rented equipment, including your Fios router, TV set-top boxes, and Wi-Fi extenders.
- Step 2: Pack and Drop Off: Take your unboxed equipment to a participating The UPS Store. An employee there will scan, pack, and ship the items back to Verizon for free.
- Step 3: GET THE RECEIPT: This is the most critical step. The receipt from The UPS Store is your only proof of return. Keep it in a safe place for at least six months.
- Step 4: Track Your Return: You can log in to your My Verizon account after cancellation to check the status of your final bill and confirm the equipment return was processed.
Alternatives to Canceling
Before you cancel your Verizon Fios internet, consider if a different option might work for you.
- Vacation Suspend: If you’ll be away for 30 days to 9 months, you can temporarily suspend your service for a small fee.
- Downgrade Your Plan: If cost is the issue, you can often lower your bill by reducing your internet speed or removing bundled services. For example, you can cancel Fios TV service but keep your internet. Learning how to cancel Fios TV service is as simple as calling and asking to change your plan to internet-only.
Frequently Asked Questions
- Q1: How long do I have to return my Verizon Fios equipment?
- A: You must return all rented equipment within 30 days of your service disconnection date to avoid being charged for the full value of the items.
- Q2: Will my final Verizon Fios bill be prorated?
- A: Verizon’s official policy states that service is effective through the last day of your billing cycle. This means you may be charged for the full month even if you cancel partway through. To be safe, try to schedule your disconnection date for the day before your next billing cycle begins.
- Q3: What happens to my verizon.net email address if I cancel Fios?
- A: You will eventually lose access to your verizon.net email address. It is essential to migrate your important emails and update any online accounts tied to that address to a new provider (like Gmail or Outlook) before you cancel service with Verizon Fios.
- Q4: Can I keep Fios internet but cancel Fios TV?
- A: Yes. You can easily modify your plan to be internet-only. This is a great way to lower your monthly bill. After you cancel Fios TV, you will need to return any rented TV equipment.
Conclusion
Successfully cancelling your Verizon Fios comes down to following a clear process. The best approach is to call 1-844-837-2262, be firm in your request, and secure a cancellation order number. Be prepared for a potential Early Termination Fee if you’re under contract, and remember the waiver policy if you’re moving out of a Fios service area.
Above all, the most critical action is to return all rented equipment to The UPS Store within 30 days and keep the receipt. This simple step will protect you from hundreds of dollars in potential fees and ensure a clean break.
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