Decommissioning an internet service can often feel like navigating a labyrinth of customer support queues, confusing instructions, and the persistent dread of hidden fees. When it comes to Verizon Fios, renowned for its blazing-fast fiber optic internet, the equipment return process is a critical step that, if mishandled, can lead to significant financial penalties. This comprehensive guide aims to demystify the Verizon Fios equipment return procedure, empowering you with the knowledge to ensure a smooth, stress-free transition and safeguard your wallet.
With over 1,200 words, we’ll delve into every facet of the return process, from identifying what needs to go back and understanding crucial deadlines, to mastering the various return methods and, most importantly, learning how to secure irrefutable proof of your successful return.
Why Equipment Return Matters: The Financial Imperative
Before we dive into the nitty-gritty, let’s understand why this process is so important. Verizon, like most internet service providers, leases equipment to its customers. This equipment – routers, set-top boxes, remote controls, and power adapters – represents a substantial investment for the company. When you terminate your service, or even downgrade to a plan that requires less equipment, Verizon expects these items back.
Failure to return equipment within the specified timeframe (typically 30 days from service disconnection or change) will result in "unreturned equipment fees." These charges are not trivial. A Fios router alone can incur a fee upwards of $150-$200, while set-top boxes can range from $75-$100 each. Add in fees for remotes and power cords, and you could easily be looking at several hundred dollars in unexpected charges. Therefore, treating the equipment return process with diligence is paramount to avoiding these costly surprises.
Identifying What Needs to Go Back (and What Doesn’t!)
One of the most common sources of confusion, and subsequent fees, is not knowing exactly what equipment Verizon expects back. Let’s break it down:
What You ALMOST ALWAYS Need to Return:
- Verizon Fios Router (e.g., Fios Quantum Gateway, Fios Home Router): This is the central piece of equipment that provides your Wi-Fi signal. It’s usually white or black, with multiple lights on the front.
- Fios TV Set-Top Boxes/Cable Boxes: If you had Fios TV service, you’ll have one or more set-top boxes connected to your TVs. This includes main DVR boxes and smaller "client" boxes.
- Remote Controls: Don’t forget the remotes that came with your set-top boxes.
- Power Adapters/Cords: Each piece of equipment (router, set-top box) has its own power supply. Make sure to gather all of them.
- Fios-Provided Ethernet or Coaxial Cables: While not always strictly enforced, it’s good practice to include any original Verizon-branded Ethernet or coaxial cables that came with the equipment, especially the one connecting your router to the ONT.
What You ABSOLUTELY DO NOT Return: The Optical Network Terminal (ONT)
This is perhaps the single most critical distinction to understand. The Optical Network Terminal (ONT) is the small box, typically white or black, often mounted on a wall inside your home (or sometimes outside) where the fiber optic cable from Verizon terminates. It converts the optical signal into an electrical one that your Fios router can understand.
The ONT is considered part of Verizon’s network infrastructure. It is permanently installed and designed to stay at the premises, even if a new resident subscribes to Fios or you switch providers. Do NOT attempt to remove or return the ONT. Doing so can damage Verizon’s property, disrupt service for future occupants, and potentially lead to significant service charges or technician dispatch fees. If you’re unsure, remember: if it’s mounted on a wall and looks like it’s part of the house’s wiring, it’s likely the ONT and should stay put.
The "When" of Returns: Meeting Deadlines
Once your service is disconnected or changed, Verizon typically provides a grace period for equipment return. This period is usually 30 days from the date of service termination. While 30 days might seem ample, time can fly, and it’s best to address the return promptly to avoid any last-minute rushes or accidental oversight. Mark your calendar, set a reminder, and prioritize this task.
Methods of Return: Your Options Explained
Verizon offers a few convenient methods for returning your equipment. Understanding each option will help you choose the one that best fits your needs.
1. The Recommended Method: UPS Store Drop-off (No Label Needed)
This is by far the most straightforward and recommended method for returning Fios equipment.
Process:
- Gather all the Fios equipment you need to return (router, set-top boxes, remotes, power cords).
- Take the items, unboxed, to any authorized UPS Store location.
- Inform the UPS associate that you are returning Verizon Fios equipment. You will need to provide your Verizon account number or the phone number associated with your account.
- The UPS store will handle the packaging, labeling, and shipping at no cost to you.
- Crucially, the UPS associate will provide you with a printed receipt that includes a tracking number.
Pros:
- Free: No cost for packaging or shipping.
- Convenient: You don’t need to box anything or print labels yourself.
- Proof of Return: You get an immediate, verifiable receipt with a tracking number. This is your absolute best defense against future unreturned equipment charges.
- Professional Packing: Reduces the risk of damage during transit.
Cons:
- Requires a trip to a UPS Store during their operating hours.
2. The DIY Method: Pre-Paid Shipping Label
If a UPS Store isn’t convenient, or you prefer to handle the packing yourself, you can request a pre-paid shipping label.
Process:
- Request a Label: You typically need to call Verizon Fios customer service (1-800-VERIZON or 1-800-837-4966) and specifically request a pre-paid return shipping label. They may also be able to email you a link to print one. Sometimes, if you’re disconnecting service online, a link to print a label might be provided.
- Pack Your Equipment: Carefully pack all the equipment (router, set-top boxes, remotes, power cords) into a sturdy box. Use adequate packing material (bubble wrap, newspaper, packing peanuts) to prevent damage during transit. Ensure the box is securely taped shut.
- Affix Label: Print the pre-paid label and securely attach it to the outside of your package.
- Drop-off: Take the package to the designated shipping carrier (usually UPS or USPS, depending on the label provided).
- Obtain Proof: When dropping off, always ask for a receipt that confirms the package was scanned and accepted into their system. This receipt will contain your tracking number.
Pros:
- Flexibility: You can pack and drop off at your convenience.
- No Trip to UPS Store Required (if using USPS or another carrier).
Cons:
- Requires a printer.
- Requires you to source your own packaging materials.
- You are responsible for proper packing to prevent damage.
- Requires an extra step to request the label.
- Risk of label not arriving or being incorrect.
3. Verizon Store Drop-off (Limited Availability for Fios Equipment)
While Verizon Wireless stores are plentiful, not all Verizon retail locations are equipped or authorized to accept Fios home internet equipment returns. These stores primarily handle mobile devices.
- Recommendation: Always call your local Verizon corporate store beforehand to confirm if they accept Fios equipment returns. Do not assume. If they do, follow the same principles of getting a receipt. In most cases, they will direct you to a UPS Store.
Preparing Your Equipment for Return
Before heading to the UPS Store or packing your box, take these simple steps:
- Gather Everything: Do a thorough sweep of your home. Check behind TVs, in entertainment centers, and even in closets for all associated equipment. It’s easy to miss a small remote or a power adapter.
- Disconnect Properly: Unplug all cables (power, Ethernet, coaxial) from the equipment.
- Restore Factory Settings (Optional but Recommended): While not strictly required for return, performing a factory reset on your router can clear any personal settings or Wi-Fi configurations. Consult your router’s manual or Verizon’s support website for instructions. This helps protect your privacy.
- Clean Lightly: A quick wipe-down can’t hurt, but don’t overdo it. The equipment will be inspected by Verizon, but minor cosmetic wear is expected.
The Golden Rule: Obtain and Keep Proof of Return!
We cannot stress this enough: your receipt with a tracking number is your absolute best friend in this process.
- If you drop off at a UPS Store: The associate will give you a printed receipt. Keep this!
- If you use a pre-paid label: Get a drop-off receipt from UPS or USPS when you hand over the package.
Why is this so vital?
Despite your best efforts, sometimes systems fail. A package might get lost, a scan might be missed, or an accounting error could occur. If you receive a bill for unreturned equipment after you’ve sent it back, your proof of return is your undeniable evidence.
How long should you keep it?
Keep your receipt and tracking number for at least 6-12 months after your service termination. It’s a small piece of paper that could save you hundreds of dollars and countless headaches. Consider taking a photo of it as a backup.
What Happens After You Return It?
- Processing Time: Once Verizon receives the equipment, it usually takes a few business days to process the return and update your account.
- Check Your Final Bill: Carefully review your final Verizon bill (and subsequent bills for a month or two) to ensure no unreturned equipment fees have been applied.
- Dispute If Necessary: If you are erroneously charged, immediately contact Verizon Fios customer service. Have your receipt and tracking number ready. They will use this information to verify the return and remove the charge. Be polite but firm, and escalate if necessary.
Troubleshooting Common Issues
- "I lost some equipment": If you’ve lost a remote or a power adapter, you may still be charged a partial fee. Return everything you have. It’s better to return most of it than none at all.
- "My equipment is damaged": Return it anyway. Verizon expects the equipment back regardless of its condition. They will assess the damage.
- "I’m being billed even after returning": This is where your proof of return comes in. Call customer service, provide the tracking number, and explain the situation.
- "I can’t get a return label": If you’re having trouble obtaining a pre-paid label, revert to the UPS Store drop-off method. It bypasses the need for a label entirely.
- "I moved, and the equipment is at the old address": Arrange for someone to send it to you, or if possible, return it yourself when you’re back in the area. Contact Verizon for advice.
Tips for a Seamless Experience
- Act Promptly: Don’t procrastinate. The sooner you return the equipment, the less chance you have of forgetting or missing the deadline.
- Consolidate: If you have multiple items (router, several set-top boxes), gather them all for a single return trip.
- Confirm Account Details: Have your Verizon account number or associated phone number handy when you go to the UPS Store.
- Verify with Verizon (if unsure): If you’re ever in doubt about what to return or the process, call Verizon Fios customer support directly.
- Document Everything: Beyond the receipt, consider taking a photo of all the equipment laid out before you return it, and even a photo of the package with the label if you’re self-packing. It’s an extra layer of peace of mind.
Conclusion
Returning your Verizon Fios equipment doesn’t have to be a source of stress. By understanding what needs to be returned (and what absolutely doesn’t, like the ONT!), adhering to the 30-day deadline, and leveraging the convenient UPS Store drop-off method, you can ensure a smooth, cost-free conclusion to your Fios service. The golden rule remains: always obtain and meticulously keep your proof of return. With this comprehensive guide, you are now equipped to navigate the Verizon Fios equipment return process with confidence, avoiding unwanted fees and freeing yourself from the lingering ties of your previous internet provider.