Verizon Home Internet (Wireless) equipment return FAQs

Verizon owns the equipment provided with your plan, including the router (excludes Ask-NCQ1338). Return your equipment within 30 days of disconnecting your service or receiving a replacement to avoid unreturned equipment fees.

Returning your equipment doesn't automatically cancel your service or stop your monthly billing. If you need to end service, you must officially cancel your home internet service.

To discontinue your Verizon Home Internet service:

1. Choose Chat with us (Verizon Assistant) in My Verizon.
2. Type Cancel into the Verizon Assistant box.
3. Follow the prompts to disconnect your service and choose to chat with a live agent.

Good to know: Call Customer Service before disconnecting to see if you qualify for additional savings.

Here's how to return Verizon-owned wireless home internet equipment at The UPS Store:

1. Contact us to start the return process - this is required.
2. If disconnecting, ensure the line is fully disconnected before returning to The UPS store (unless you are completing an exchange and keeping service active).
   • Equipment can't be returned when cancelling service if the line is still active.
   • The UPS Store is our preferred return method.
3. We'll let you know which UPS stores are near your address so you can drop off your return. Or you can use the UPS find a store tool. If disconnecting, ensure the line is fully disconnected before returning to The UPS Store.
4. Locate a participating The UPS Store using our provided list or the UPS find a store tool.
5. Bring your equipment to The UPS Store. You don't need a return label or QR code.
6. Give the equipment to The UPS Store associate. They scan the serial numbers, package the items and ship them at no cost to you.
7. Save the return receipt provided by the store for your records.
8. Monitor your inbox for an email confirmation once we process your return.

We'll send you an email confirmation of your return. If there is an issue with your return, contact us.

Visit the Verizon Home Internet (Wireless) Terms of Service for more information and equipment condition requirements.

Verizon Company Store locations can't take back active equipment. If you are disconnecting service and returning equipment, make sure to disconnect service before heading to the store. It's important to know that Verizon Authorized Retailers can't accept Verizon Home Internet (Wireless) equipment returns.

To discontinue your Verizon Home Internet service:

1. Choose Chat with us (Verizon Assistant) in My Verizon.
2. Type Cancel into the Verizon Assistant box.
3. Follow the prompts to disconnect your service and choose to chat with a live agent.

Find a Verizon Company Store location with our Store Locator tool. Be sure to select "Verizon Company Store" in the filter.

Here's how to return your Verizon Home Internet (Wireless) equipment to a Verizon Company Store location:

1. Gather the equipment, including any power cord(s), and bring it to a Verizon Company Store.
   • Don't include any other equipment or accessories that you purchased as part of your Verizon Home Internet order.
2. Give the equipment to the Verizon Company Store representative. They scan the serial number to begin the return.
3. Save the return receipt provided by the store for your records.

Good to know: If you wish to return any other equipment or accessories that you purchased as part of your home internet order, don't include them with this return and instead refer to our standard return policy for details on how to return.

Verizon Home Internet (Wireless) plans don't have annual contracts or disconnection fees. However, we charge an Unreturned or Damaged Equipment Fee if you don't return the equipment within the required timeframe or if it is returned damaged.

Refer to the table below for specific fees based on your equipment model:

For more details on equipment condition requirements and return windows, review the Verizon Home Internet (Wireless) Terms of Service.