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How to Return Verizon Home Internet Equipment: A Comprehensive Guide

Returning equipment to Verizon after disconnecting your home internet service might seem like a minor detail, but doing it right is crucial to avoid unnecessary charges and potential headaches. The process involves several key steps: obtain a prepaid shipping label from Verizon, carefully pack the equipment, and drop it off at a designated shipping location. Failing to follow these steps can result in unreturned equipment fees, so let’s dive into the details to ensure a smooth return.

Understanding the Verizon Return Process

The Verizon return process is designed to be relatively straightforward, but attention to detail is essential. Here’s a breakdown of the key steps involved:

Disconnect Your Service: The first and most obvious step is to disconnect your Verizon home internet service. This can be done online through your My Verizon account or by calling Verizon customer service. Make sure you obtain a confirmation number or record the date and time of your disconnection request.
Obtain a Prepaid Shipping Label: Verizon typically provides a prepaid shipping label for returning equipment. This label can usually be accessed in one of two ways:
- Online: Check your My Verizon account online. After disconnecting your service, a link to print the shipping label should appear in the “Orders” or “Equipment Returns” section.
- Email: Verizon may also email you the shipping label directly after your disconnection request is processed. Check your inbox and spam folder for an email from Verizon containing the label.
- Contact Customer Service: If you can’t locate the label online or in your email, contact Verizon customer service immediately. They can resend the label to your email address or provide instructions on how to obtain it. Be prepared to provide your account number and other identifying information.
Carefully Pack the Equipment: Once you have the shipping label, it’s time to pack your equipment securely.
- Use the Original Box (If Possible): If you still have the original box and packaging materials, use them. This provides the best protection for the equipment during shipping.
- If No Original Box is Available: If you don’t have the original box, use a sturdy cardboard box that is large enough to accommodate all the equipment.
- Wrap Each Item Separately: Wrap each piece of equipment (router, power adapter, cables, etc.) individually with bubble wrap or packing peanuts to prevent damage during transit.
- Secure the Equipment: Make sure the equipment is snugly packed in the box so it doesn’t shift around during shipping. Use packing peanuts or crumpled paper to fill any empty spaces.
Affix the Shipping Label: Print the prepaid shipping label and securely affix it to the outside of the box. Make sure the label is clearly visible and that the barcode is scannable. It’s a good idea to cover the label with clear packing tape to protect it from the elements.
Drop Off at a Designated Shipping Location: Take the packaged equipment to the appropriate shipping carrier (usually UPS or FedEx, as indicated on the shipping label). You can drop it off at a retail location or schedule a pickup. Be sure to obtain a receipt as proof of shipment. This receipt is your most important piece of evidence should any issues arise during the return process.
Keep Records: Retain a copy of the shipping label, the tracking number, and the drop-off receipt for your records. Also, take a picture of the equipment before packing it and the packaged box to prove the equipment condition before sending it back. These records will be invaluable if Verizon claims that the equipment was not returned or was damaged.
Track the Shipment: Use the tracking number to monitor the shipment’s progress online. This will allow you to confirm that Verizon received the equipment.
Confirm Receipt with Verizon: After the equipment has been delivered, check your My Verizon account or contact customer service to confirm that the return has been processed.

Common Pitfalls to Avoid

Returning Verizon equipment can sometimes be tricky. Here are some common mistakes to avoid:

Returning the Wrong Equipment: Ensure you are returning the specific equipment associated with your home internet service. If you have multiple Verizon services, double-check that you are not returning equipment from a different account.
Forgetting Accessories: Don’t forget to include all necessary accessories, such as power adapters, cables, and any other items that came with the equipment. Failure to return all components can result in additional charges.
Not Getting a Receipt: Always obtain a receipt from the shipping carrier when you drop off the equipment. This is your proof that you returned the equipment.
Ignoring Deadlines: Verizon typically has a deadline for returning equipment after you disconnect your service. Be sure to return the equipment before the deadline to avoid late fees.

Troubleshooting Return Issues

Even with careful planning, issues can sometimes arise during the return process. Here’s how to troubleshoot common problems:

Equipment Not Showing as Returned: If Verizon claims that you haven’t returned the equipment, even though you have proof of shipment, contact customer service immediately. Provide them with your tracking number and drop-off receipt.
Incorrect Charges: If you are charged for unreturned equipment despite having returned it, dispute the charges with Verizon. Provide them with copies of your shipping label, tracking information, and drop-off receipt.
Damaged Equipment Claims: If Verizon claims that the equipment was damaged upon return, provide them with the pictures of the equipment before packing it and the packaged box.

By following these steps and being proactive in resolving any issues, you can ensure a smooth and hassle-free return process.

Frequently Asked Questions (FAQs)

1. What happens if I don’t return my Verizon home internet equipment?

If you fail to return your Verizon home internet equipment within the specified timeframe after disconnecting your service, you will likely be charged a non-returned equipment fee. These fees can be substantial, often equivalent to the full retail price of the equipment.

2. How long do I have to return the equipment after disconnecting my service?

Verizon typically gives you 30 days from the date of disconnection to return your equipment. However, it is crucial to check the specific terms and conditions outlined in your service agreement or communicated by Verizon at the time of disconnection.

3. Can I return the equipment to a Verizon store?

No, most Verizon stores do not accept home internet equipment returns. You must use the prepaid shipping label provided by Verizon and ship the equipment back using the designated carrier. Confirm any changing policies with your local Verizon store beforehand.

4. What if I lost the prepaid shipping label?

If you lost the prepaid shipping label, contact Verizon customer service immediately. They can usually resend the label to your email address or provide alternative instructions on how to obtain it.

5. How do I track my equipment return?

You can track your equipment return using the tracking number provided on the shipping label or on the drop-off receipt you received from the shipping carrier. Visit the carrier’s website (e.g., UPS or FedEx) and enter the tracking number to monitor the shipment’s progress.

6. What equipment do I need to return?

You need to return all the equipment that Verizon provided for your home internet service, which typically includes the router, power adapter, and any associated cables. Check your original service agreement or contact Verizon to confirm which equipment you are required to return.

7. What if my equipment is damaged?

If your equipment is damaged, contact Verizon customer service immediately. They will assess the situation and provide instructions on how to proceed. If the damage was not your fault (e.g., due to a manufacturing defect), you may not be held responsible for the damage.

8. I’ve returned the equipment, but I’m still being charged. What should I do?

If you are being charged for unreturned equipment despite having returned it, contact Verizon customer service and dispute the charges. Provide them with copies of your shipping label, tracking information, and drop-off receipt as proof of return.

9. Can I use my own box to return the equipment?

Yes, you can use your own box to return the equipment. However, it must be a sturdy cardboard box that is large enough to accommodate all the equipment and provide adequate protection during shipping.

10. What if I move and want to keep my Verizon home internet service?

If you are moving and want to keep your Verizon home internet service, you do not need to return the equipment. Instead, contact Verizon to transfer your service to your new address.

11. How do I contact Verizon customer service?

You can contact Verizon customer service by calling their customer service hotline or by visiting their website and using the online chat feature. The specific contact information can be found on the Verizon website.

12. What if I bought my own router?

If you purchased your own router and it is not Verizon’s equipment, you do not need to return it. Only return the equipment that Verizon provided to you.

By carefully following these guidelines and addressing potential issues proactively, you can ensure a smooth and hassle-free equipment return process and avoid unnecessary charges from Verizon.