Key Takeaways:
- You can start your Verizon Fios cancellation online, by phone, or in person, but you will likely need to speak with a customer service representative to finalize the disconnection.
- If you cancel before your contract ends, Verizon may charge an early termination fee of up to $350, reduced by $15 for each month you have had active service.
- All rented Verizon equipment must be returned within 30 days of disconnection to avoid unreturned equipment charges. Returns are processed through UPS.
How to Cancel Verizon Fios Internet Service
Whether you are switching providers, moving to an area where Fios is not available, or simply cutting costs, canceling Verizon Fios internet is a fairly straightforward process. However, there are a few important things you should know before you pick up the phone. This guide walks you through every step so you can cancel without surprises on your final bill.
Before You Cancel: What You Need to Know
Before starting the cancellation process, take a few minutes to prepare. Having the right information ready will save you time and help you avoid unnecessary charges.
Gather Your Account Information
You will need your Verizon account number, your account PIN, and the name of the account holder. Only the account holder can authorize a cancellation. If you are not the account holder, you will need that person to initiate the request or call in with you.
Check Your Contract Status
Log in to your My Verizon account and check whether you are still under contract. If you are, canceling early will trigger a prorated early termination fee (more on that below). If your contract has already expired or you are on a month-to-month plan, you will not owe a termination fee.
Consider Alternatives to Canceling
Depending on your situation, canceling may not be your only option. Verizon offers a few alternatives worth considering:
- Suspend your service: If you are traveling or temporarily away, Verizon lets you suspend Fios service for 30 days to 9 months. There is a one-time fee, but no ongoing monthly charges during the suspension.
- Transfer your service: If you are moving to a new address where Fios is available, you can transfer your existing plan instead of canceling. This avoids early termination fees and installation charges at the new location.
- Downgrade your plan: If cost is the issue, you may be able to switch to a lower-tier Fios internet plan through your My Verizon account.
3 Ways to Cancel Verizon Fios Internet
Verizon provides three methods for canceling Fios service. Keep in mind that regardless of which method you start with, you will most likely need to speak with a representative to complete the process.
Option 1: Cancel by Phone (Recommended)
Calling Verizon directly is the fastest and most reliable way to cancel. Because you will need to speak with a representative no matter what, starting with a phone call saves you a step.
- Call 1-800-837-4966 (or 1-844-464-8796 for Fios-specific support).
- Have your account number, PIN, and account holder name ready.
- Tell the representative you want to disconnect your Fios internet service.
- Confirm your preferred disconnection date. Schedule it near the end of your billing cycle so you do not pay for a full month you will not use.
- Ask for a confirmation number and request a confirmation email. Write both down.
- Ask the representative about equipment return instructions and the nearest UPS drop-off location.
Phone hours: Monday through Friday, 8 AM to 7 PM ET. Saturday, 8 AM to 5 PM ET.
Tip: Be prepared for the representative to offer you a retention deal, such as a discounted rate or a free upgrade. Decide ahead of time whether you are open to staying or firm on canceling. If you want to cancel, politely decline and ask them to proceed with the disconnection.
Option 2: Cancel Online (Partial)
You can start the cancellation process online, but Verizon will call you back to finalize it. This option is only available for Fios services. It does not apply to DSL or other legacy Verizon home internet products.
- Sign in to your account at My Verizon.
- Go to your Account Dashboard or Account Settings.
- Select Disconnect Service.
- Follow the on-screen prompts.
- Wait for Verizon to call you back to complete the cancellation.
Alternatively, you can use the chat feature on the Verizon website. Sign in, open the chat window, type "Cancel" in the message box, and follow the prompts to speak with a live agent.
Option 3: Cancel in Person at a Verizon Store
If you prefer to handle things face-to-face, you can visit a Verizon store that services Fios customers. Not all Verizon retail locations handle Fios accounts, so use the Verizon Store Locator and filter for Fios service before making the trip. Bring your account information and a photo ID.
Early Termination Fees: What to Expect
If you are still under contract when you cancel, Verizon charges a prorated early termination fee (ETF). The maximum fee is $350, and it decreases by $15 for every month you have had active service.
Here is how the math works:
- Cancel in month 1: up to $350
- Cancel in month 6: up to $260 ($350 minus $90)
- Cancel in month 12: up to $170 ($350 minus $180)
- Cancel in month 18: up to $80 ($350 minus $270)
If you are close to the end of your contract, it may be worth waiting a few weeks to reduce or eliminate the fee entirely. You can check your contract end date in your My Verizon account.
How to Return Verizon Fios Equipment
After your service is disconnected, you must return all rented equipment within 30 days. If you do not, Verizon will charge you an unreturned equipment fee, which can be $150 or more per device.
What Equipment Needs to Be Returned
You need to return any equipment you are renting from Verizon. This typically includes:
- Fios router
- ONT (Optical Network Terminal), if applicable
- Set-top boxes (if you had Fios TV)
- Power cords and adapters for all devices
- Remote controls
If you purchased any equipment outright, you do not need to return it. If you are unsure what is rented versus owned, call Verizon or check your original order confirmation.
Steps to Return Your Equipment
- Contact Verizon to start the return process. They will confirm which items need to be returned and provide a list of nearby UPS drop-off locations.
- If you need a prepaid shipping label, you can print one by logging into your My Verizon account.
- Pack all equipment securely. Use the original packaging if you still have it.
- Bring the equipment to the designated UPS Store. The staff will scan each item's serial number and ship everything to Verizon.
- Keep your UPS return receipt. This is your proof of return in case Verizon claims they did not receive the equipment.
Important: Do not return Fios equipment to just any Verizon store. Many retail locations only handle wireless products and will not accept Fios returns. Always confirm with Verizon or the store beforehand.
What to Expect on Your Final Bill
After you cancel, there are a few billing details to be aware of:
- Your cancellation is not immediate. It takes effect at the end of the billing cycle in which you cancel. You are responsible for charges through that date.
- Auto Pay stays active until your final payment is processed. You do not need to change anything manually.
- If you have a credit balance, Verizon will refund it within 60 days.
- Early termination fees will appear on your final bill if applicable.
- Unreturned equipment charges will appear if you do not return rented devices within 30 days.
Log in to your My Verizon account periodically after canceling to review your final bill and confirm that all charges are accurate.
Tips for a Smooth Cancellation
- Schedule your disconnection date near the end of your billing cycle. Since Verizon charges through the end of the cycle regardless, timing it right means you get the most out of your last month of service.
- If you are switching providers, set up your new internet service before canceling Fios so you are not left without a connection.
- Always get a confirmation number and email when you cancel. Some customers have reported that their cancellation was not processed even after completing all the steps.
- Return equipment as soon as possible. Do not wait until day 30 to start the process.
- Keep all receipts, confirmation numbers, and notes from your interactions with Verizon until your final bill is settled.
Frequently Asked Questions
Can I cancel Verizon Fios internet online without calling?
You can start the cancellation process online through your My Verizon account by selecting Disconnect Service, but Verizon will call you back to finalize the disconnection. You cannot complete the entire process without speaking to a representative at some point.
How much does it cost to cancel Verizon Fios before my contract ends?
Verizon charges an early termination fee of up to $350 if you cancel while still under contract. The fee is prorated and decreases by $15 for every month of service you have completed, so the longer you have had the service, the less you will owe.
What happens if I do not return my Verizon Fios equipment after canceling?
If you do not return all rented equipment within 30 days of your disconnection date, Verizon will charge you an unreturned equipment fee. This can be $150 or more per device depending on what you have. You can return equipment at a participating UPS Store location.
Can I keep my phone number if I cancel Verizon Fios home phone service?
Yes, but you need to port your number to a new provider before you cancel your Fios service. Contact your new provider first and have them initiate the number transfer. Once the port is complete, your Verizon line will automatically disconnect. If you cancel first and then try to port, you may lose the number permanently.
How long does it take to get a refund after canceling Verizon Fios?
If you have a credit balance on your account after canceling, Verizon will process the refund within 60 days. Auto Pay remains active until your final payment is collected, so your last bill will be paid automatically before any remaining credit is returned to you.
Can I suspend my Verizon Fios service instead of canceling?
Yes, Verizon allows you to suspend your Fios service for anywhere from 30 days up to 9 months. There is a one-time fee to activate the suspension, but you will not be charged monthly service fees while it is paused. You can set up a suspension through your My Verizon account or by calling customer service.
Will I lose my Verizon bundle discount if I cancel just the internet?
Yes, if you are on a bundled plan that includes internet, TV, and phone service, canceling one part of the bundle will likely affect your overall discount. Your remaining services will be repriced at the standard individual rates. Contact Verizon before canceling to find out exactly how your bill will change.
