How to Cancel Verizon Internet and Switch to a Better Provider

Verizon is one of the largest telecommunications companies in the U.S., serving millions of home Internet customers through its Fios fiber network and Verizon 5G Home Internet service. For many customers, it’s been a reliable option. But a wave of recent pricing changes has irked many customers and caused them to jump ship.

If you’re one of those customers and you’ve officially had enough of rising prices, this guide covers exactly what you need to know before you cancel your Verizon Internet service, including which policies apply to your plan, how to avoid fees, how to handle equipment returns, and how to find a better provider using SmartMove.

Common Reasons People Leave Verizon Internet

Customers don’t just cancel Verizon Internet service for no reason. Here are the most common frustrations that have been pushing them to make the call:

• Ongoing price increases: Verizon raised prices on multiple plan types numerous times over the past two years, hitting customers on older plans especially hard.
• Changing autopay discounts: Verizon has made changes to its autopay discounts, which have many customers up in arms. Last year, they cut the autopay amount in half, dropping it from $10/month to $5/month for many users. The full $10 discount is only available for those on eligible plans who pay via bank account or Verizon Visa.
• Fios availability: Verizon’s Fios Home Internet runs on a wired fiber network, so if you’re planning to move, it won’t necessarily follow you to your new address.
• Speed and reliability issues: Fiber customers typically find their service is the most reliable, but customers on older DSL plans or in areas with high network congestion don’t always get the speeds they were promised at signup.
• Poor customer service: Check out Verizon Community forums or online review sites to see persistent complaints from users, including billing disputes and technical issues.
• Better alternatives available: The home Internet market is pretty saturated, and the options are growing all the time. Whether you’re looking for fixed wireless, expanded fiber, or cable Internet service, you’re likely to find a larger selection available at your address for a better price than those offered even a few years ago.

Understanding Verizon's Cancellation Policy Before You Act

The cancellation processes may look different depending on which Verizon Internet product you currently have. Understanding which service you’re on is the first step to getting this right and preventing future headaches throughout the process.

Which Service Do I Have? Fios vs. 5G Home Internet

Verizon offers two distinct home Internet products, and each cancels differently.

• Verizon Fios is a wired fiber Internet service available in parts of the Northeast. Fios plans may include a service contract that can lock in your pricing and length of service. If your plan has this and you cancel before your agreed-on term ends, you may be charged an early termination fee (ETF) of up to $350. This amount decreases by $15 for each month of completed service. Only the account holder can initiate a Fios cancellation.
• Verizon 5F Home Internet is a fixed wireless service with no annual contract. You can cancel 5G Home Internet within 30 days of setup for a full refund. After that window, there will be no early termination fee, but you’ll still need to return your equipment on time to avoid additional charges.

Unsure which service you have? Log in to your My Verizon account and check your most recent bill. The plan name will be listed there.

Do I Have to Call to Cancel?

Whether or not you have to call to cancel Verizon Internet all depends on your service type. Fios customers can cancel in two ways: either by calling 1-800-VERIZON (800-837-4966) or by typing “Cancel” in the chat box in My Verizon and following the prompts. Only Fios customers are able to fully cancel their service online.

5G Home Internet customers can initiate cancellation through the Verizon Assistant chat feature in My Verizon, but will need to follow up with either live chat or call to speak with a live agent. In either case, have your account number and PIN ready before you start, and remember that cancellations can only be processed by the account holder.

Note that simply returning your equipment does not automatically cancel your service or halt monthly billing. You must either call or chat to cancel your service separately.

How Do I Return My Equipment?

Verizon requires all Fios equipment to be returned within 30 days of your service disconnection date to avoid unreturned equipment charges. The same 30-day window applies to 5G Home Internet equipment. Missing that deadline can result in fees of $100-$300 per device.

To end Verizon Fios service, you’ll need to take your equipment along with your account information to the nearest UPS Store, where staff will scan the serial numbers, package, and ship the equipment at no cost. Be sure to keep your return receipt.

For 5G Home Internet, Verizon will provide a prepaid return label or QR code through your My Verizon account. After terminating service, allow up to 60 days for Verizon to process and return any credit balance on your account.

How to Cancel Verizon Internet: Step by Step

If you’re prepared going in, cancelling Verizon Internet service should take under 30 minutes. Here’s how to do it:

1. Confirm your service. Log in to My Verizon and confirm whether you have Fios or 5G Home Internet. Check your bill for your account number, PIN, and whether your plan includes a service contract with an ETF.
2. Check your billing cycle. Your service and billing run through the end of your current cycle. Timing your cancellation toward the end of the cycle avoids paying for days of service you won’t use.
3. Line up your new provider. Schedule your new installation before your Verizon disconnect date. Most providers can overlap the install with your existing service end date, so you’re never without connectivity.
4. Gather your account number and PIN. You’ll need both to verify your identity as the account holder before any cancellation can be processed.
5. Use the “My Verizon” chat feature or make a call. Fios customers can complete the cancellation process entirely online using the Verizon Assistant in My Verizon. 5G Home Internet customers can initiate the process in the same way, but will usually need to call or launch a live chat to complete cancellation.
6. Ask for a disconnect date. Request that your service end on the last day of your current billing cycle to avoid overlap charges. Confirm whether an early termination fee applies, the exact amount, and which billing period it will appear in.
7. Return all equipment. Contact Verizon to initiate the return process and get directed to the nearest UPS Store. Bring your account number, let the staff scan and pack the equipment, and keep the printed tracking receipt. Don’t rely on memory. Keep your receipt as proof if a dispute comes up later on.
8. Monitor your final bill. Leave AutoPay enabled until your balance reaches $0, then turn it off. Watch for any ETFs or unreturned equipment charges and allow up to 60 days for any credit balance to be refunded.

What to Say When You Call Verizon

Not sure what to say when you call or start a chat with Verizon? Use this script on either the chat or while talking to an agent to keep the conversation focused:

“Hi, I’m the account holder, and I’d like to cancel my Internet service. Can you schedule the disconnect for the last day of my current billing cycle? I want to confirm whether my plan has an early termination fee, and if so, the exact amount and which billing period it will appear in. Can you also confirm which equipment I need to return and send me the return instructions? I’d like a cancellation confirmation number before we finish.”

The Best Verizon Internet Alternatives to Consider

Cancelling Verizon Internet service is a good opportunity to find a plan that’s actually built around what you need. Here are providers worth considering, organized by connection type:

Fiber Alternatives

Fiber is the latest, fastest, and most reliable high-speed Internet out there, but it’s availability is entirely dependent on your location. Fiber connections offer low latency, symmetrical speeds, and no slowdowns based on network congestion. Fios customers looking for providers at a new address or better pricing can try these alternatives:

• Xfinity: You can get up to 2 gig speeds with Xfinity’s fiber packages. They also offer bundles if you want to combine Internet and TV service. Compare Xfinity to Verizon Fios.
• Spectrum: Spectrum offers a fiber-powered network with a hybrid connection that uses both fiber and coaxial cables to deliver high speeds to a larger location.

Cable Internet Providers

Cable Internet is far-reaching and provides strong download speeds at competitive prices. If you can’t get fiber at your current or new address, the same providers may also offer Cable options, or you can try:

• Cox: Cox is one of the largest cable television providers in the country, providing Internet service, mobile plans, TV packages, and home phones. Fiber-powered options are available in some areas, but cable offers a wider range of plans and pricing.

Budget Alternatives

Internet service, especially fast and reliable service, doesn’t always come cheap. But if pricing is your top concern, you can take a look at these options:

• Mediacom: Mediacom’s Xtream Connect service provides a 5-year locked-in rate of less than $30/month.
• Optimum: According to Optimum, they offer Internet packages with a savings of more than $400 over AT&T. There are even more savings when you bundle.

Rural Options

Rural residents don’t need to just accept that spotty coverage, slow speeds, and high prices are the tradeoff for living where they do. Rural providers are growing and expanding their offerings all the time. If the above fiber and cable options can’t reach your address, you may want to try:

• Sparklight: Sparklight is known for its coverage across rural areas in the U.S. and offers reliable fixed wireless service.
• Armstrong: Armstrong is a smaller, family-owned telecommunications company that covers many rural areas in Pennsylvania, West Virginia, Ohio, Kentucky, and New York.

How to Evaluate Internet Providers

Before signing up with a new Internet service provider, it pays off to compare these factors:

• Advertised speeds vs. standard speeds: The speed touted in the ads isn’t always the speed you’re going to get. It’s a maximum, not a minimum. Look for speed test data for your provider and your area.
• Contract length: Locking into a long-term contract is how you wind up paying outrageous early termination fees. Know in advance what you’re agreeing to, and explore month-to-month plans if you don’t want to be committed.
• Post-promotion cost: Your promotional deal will end at some point, so it’s best if you know up front what your total cost will be. Ask about the rates after the first year or after the second year. Make sure it’s confirmed in writing before you sign.
• Equipment rental: Some providers don’t offer free equipment, and may charge $15 or more for a router. Some providers allow you to use your own hardware, which could mean much bigger savings.
• Installation logistics: Sometimes it can take a while to book a technician for your initial installation. Make sure you know the timeline before signing up, and ask about any setup fees.
• Data caps and overage: While data caps are becoming more rare, they do still exist. If your household expects heavy usage of data, look for an uncapped plan.
• Customer service: If a deal seems too good to be true, it just might be. A low rate may be indicative of poor support. Check recent reviews on independent platforms before you decide.
• Bundling options: If you’re also going to be in the market for a new mobile service, home phone, or TV, ask about bundling packages. Just be aware that these can lock you into a longer term that will eventually cost more than a standalone service.

How SmartMove Makes Switching Easier

Switching providers shouldn’t be so hard, but it is. Because the bigger a hassle it is, the more likely you’ll stick around, even if you haven’t been satisfied by the service or the price.

But if you’re in the process of moving, or just want to find a better provider, SmartMove can help. You can use our home Internet comparison to look at real plans from your local providers side-by-side. Forget all the promotional clutter and hone in on actual costs and proven speeds to find what works best for you.

SmartMove helps you know exactly why and where you’re switching before you ever start the conversation with Verizon, so you can be an empowered and prepared consumer — making the process faster, simpler, and a lot less of a headache.