Where Do I Return My Verizon Fios Equipment? Your Comprehensive Guide

So, you’re parting ways with Verizon Fios (at least for now) or upgrading your service and need to return your equipment. The big question is: where exactly do you return it? The good news is that Verizon offers several convenient options to ensure a hassle-free return process. You can return your equipment through a Verizon-authorized UPS Store, at a Verizon retail store, or via a pre-paid shipping label sent to your home. Let’s dive into the specifics to help you choose the best method for your needs.

Understanding the Verizon Fios Equipment Return Process

Before you pack anything up, it’s crucial to understand the return process. Failing to return your equipment in a timely manner can result in hefty non-returned equipment fees. Verizon considers the equipment their property, and you are essentially renting it during your service. Once your service is disconnected or upgraded, the responsibility shifts back to you to return it promptly.

Choosing the Right Return Method

Verizon provides a few options, each with its own advantages. Let’s break them down:

• Verizon Authorized UPS Store: This is often the simplest and most convenient option. You simply pack up your equipment (we’ll discuss packaging shortly), bring it to a participating UPS Store, and they’ll handle the rest. They’ll package the equipment properly, provide you with a receipt as proof of return, and ship it back to Verizon. Crucially, ensure the UPS Store is a Verizon-authorized location. Not all UPS Stores participate in this program. You can find a participating location on the Verizon website or by calling Verizon customer service.

• Verizon Retail Store: If you prefer a face-to-face interaction and want immediate confirmation of your return, a Verizon retail store is a solid choice. Call ahead to confirm they are accepting equipment returns as some smaller locations might not have the facilities to process returns. Bring your equipment, and a representative will check it in, provide you with a receipt, and handle the rest.

• Pre-Paid Shipping Label: Verizon might send you a pre-paid shipping label directly to your home. If you receive one, follow the instructions provided. Usually, this involves packaging the equipment yourself (more on that below), attaching the label, and dropping it off at a designated shipping carrier, usually UPS or FedEx, depending on the label. Keep a copy of the tracking number for your records. If you don’t receive a pre-paid label, it’s best to contact Verizon customer service to request one or explore the other return options.

Preparing Your Equipment for Return

Proper packaging is essential to prevent damage during transit. Here’s what you should do:

1. Gather all the equipment: This includes the router, set-top boxes, remote controls, power cords, and any other accessories that came with your Fios service.
2. Disconnect everything: Unplug all cables from the equipment.
3. Clean the equipment: Wipe down the equipment with a soft, dry cloth to remove any dust or debris.
4. Wrap each item individually: Use bubble wrap, packing peanuts, or other protective materials to wrap each piece of equipment separately. This prevents them from bumping against each other during shipping.
5. Pack securely in a sturdy box: Choose a box that’s slightly larger than the equipment to allow for adequate padding. Ensure there’s no empty space that would allow the equipment to shift during transit.
6. Seal the box securely: Use packing tape to seal all seams of the box securely.
7. Label the box (if using your own label): If you are not using a pre-paid label from Verizon, clearly write the return address provided by Verizon customer service on the box.

The Importance of Documentation

Always, always, always obtain and keep proof of return. Whether it’s a receipt from the UPS Store or Verizon retail store, or the tracking number from your shipping label, this documentation is your lifeline in case of any discrepancies. If Verizon claims they didn’t receive your equipment, this proof is what you’ll need to contest the charges. Store the documentation safely for at least 30 days after the return.

Frequently Asked Questions (FAQs) about Verizon Fios Equipment Returns

Here are 12 common questions users have about returning Verizon Fios equipment, along with detailed answers:

1. What happens if I don’t return my Fios equipment?

If you fail to return your Fios equipment within the timeframe specified by Verizon (usually 21 days after service disconnection), you’ll be charged a non-returned equipment fee. These fees can be substantial, ranging from $150 to $300 or more, depending on the type of equipment.

2. How long do I have to return my Fios equipment?

Verizon typically gives you 21 days from the date of service disconnection or equipment upgrade to return your Fios equipment. Check your disconnection confirmation email or contact Verizon customer service to confirm the exact deadline.

3. Can I return my equipment to any UPS Store?

No. You must return your equipment to a Verizon-authorized UPS Store. You can find a participating location by visiting the Verizon website or contacting Verizon customer service. Not all UPS Stores are equipped to handle Verizon equipment returns.

4. Can I return my equipment to any Verizon store?

While most Verizon retail stores accept equipment returns, it’s always best to call ahead to confirm. Smaller locations might not have the facilities to process returns.

5. I didn’t receive a pre-paid shipping label. What should I do?

Contact Verizon customer service immediately. They can either send you a pre-paid shipping label or guide you through the other return options, such as using a Verizon-authorized UPS Store or a Verizon retail store.

6. What if I lost the original box for my Fios equipment?

You don’t need the original box. Simply use a sturdy cardboard box that’s appropriately sized to hold all the equipment with sufficient padding. Make sure to wrap each item individually with bubble wrap or packing peanuts to prevent damage.

7. What if I’m missing some of the original accessories (like power cords)?

Return as much of the original equipment as possible. If you’re missing minor accessories like power cords or remote controls, contact Verizon customer service to inquire about potential charges. While they prefer all items to be returned, the core equipment like the router and set-top boxes are the most critical.

8. How can I track my equipment return?

If you used a pre-paid shipping label, you can track the return using the tracking number provided on the label. If you returned the equipment to a Verizon-authorized UPS Store or a Verizon retail store, keep the receipt as proof of return.

9. What if Verizon claims they didn’t receive my returned equipment?

This is where your proof of return becomes invaluable. Contact Verizon customer service immediately and provide them with the receipt or tracking number. They will investigate the matter. If you have proof of return, you can dispute any non-returned equipment fees.

10. What if my equipment is damaged?

If the equipment was already damaged before you disconnected your service, it’s crucial to document the damage (e.g., take photos) and notify Verizon customer service before returning it. If the damage occurred during shipping due to inadequate packaging, you might be held responsible.

11. Can I return my equipment after the 21-day deadline?

While it’s best to return the equipment within the 21-day timeframe, contact Verizon customer service to explain the situation. They might grant an extension, especially if you have a valid reason for the delay. Returning the equipment late is better than not returning it at all, as it might reduce or eliminate the non-returned equipment fee.

12. What if I moved and forgot to return the equipment from my old address?

Contact Verizon customer service as soon as possible. Explain the situation and they will provide instructions on how to return the equipment from your current location. The sooner you address the issue, the better your chances of avoiding or minimizing non-returned equipment fees.

Returning your Verizon Fios equipment doesn’t have to be stressful. By understanding the process, choosing the right return method, preparing your equipment properly, and keeping meticulous documentation, you can ensure a smooth and hassle-free experience. Remember, communication is key. If you have any doubts or encounter any issues, don’t hesitate to contact Verizon customer service for assistance.