Fios Returns and Refunds

Please find details regarding the return and refund policies for Fios below. We encourage you to leave a comment regarding your experience requesting a return or refund from Fios so others can benefit from what you learned.

Fios Return Policy

View complete Fios Return Policy
There is a return policy in place for valued customers. FiOS TV Equipment that is returned to Verizon must include the following:

  1. Explanation for the return; this includes the termination of the service, location and premises changes are included No damage can be done to the equipment. A reasonable amount of wear and tear is allowed in these terms. The customer is subject to a late fee if equipment is not returned within 30 days. The fee includes any damaged items.
  2. Equipment is not needed; This includes adding or changing service. There is a add/change process that is in place to handle equipment returns.
  3. Broken equipment; A replacement may be sent for equipment that is broken. The broken item must be returned to Verizon. The replacement is provided if items cannot be repaired.

See what others are saying about Fios returns, refunds and exchanges

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23
Aug

Posted by Bob


on 8/23/21 at 7:38PM

Canceled my service for a certain date and asked for the final amount due given that specific date. CSR suggested I pay the full bill (not yet due) and allow them to process and issue a refund, maybe by check, maybe by a gift card. They somewhat grudgingly gave me a number - an incorrect number about a month ago, which I paid promptly.

Email from Verizon today: "Good news! We were able to successfully process your refund. . . . Your refund will come in the form of a Prepaid Mastercard® for the total amount and can be used anywhere debit Mastercard is accepted worldwide. Please follow the activation steps included with the card prior to use..."

Wait ... Was I allowed to pay my bill with a "Prepaid Mastercard"? And If I was 6 or 8 weeks delayed in paying it, would I be charged a penalty for that? Oh, and wait, was there a question as to whether they would be able to "successfully process [my] refund"?

How many businesses (not monopolies in certain contexts) would survive when dealing with customer with so little equity? (Play by the same rules you hold your customers to.) Frankly this approach seems to me to share much in common with many types of scam ... i.e. taking advantage of untraceable gift cards. Wow.

17
Jun

Posted by Carol61


on 6/17/18 at 7:54PM

Dear Verizon, I was hoping we could do business together. I had to pay a $150 security deposit and I live on a fixed income.Two weeks later I had to pay $85.92 for the monthly bill. I was getting internet and 15 channels, I decided that I could really only afford internet. The advertised price was $39.99 but the representative told me I could not have that price and that internet only was going to cost me $110 a month. As I found this price unreasonable, I had no choice but to cancel service and return equipment. I feel cheated.

13
Jan

Posted by Anonymous


on 1/13/18 at 10:50AM

Verizon: I need to have you pickup or otherwise return some Fios equipment you recently sent. It was delivered by UPS to the wrong address. I am Unit A. It was delivered to Unit D. I now have the box. The email you sent me refers to the return label included with the shipment. I cannot find a return label. I request that you send UPS or a Verizon employee to pick up the box. The entire situation was misrepresented to me. I was told by a Verizon man (or men) who came to my door in early December that I needed to convert to Fios since it was fiber optics and copper wire was being phased out. I was also told that I could (would?) lose service if I didn't convert. That was not true as far as I now know. I spoke with another person who lives in this development and he didn't know anything about it. I want to get rid of this box of equipment. Please advise how I can do that. There should not be any cost to me for this.



Milton

21
Jul

Posted by rtklly


on 7/21/12 at 5:12PM

...number and then bring the top box to the nearest store to exchange it. Got transferred to billing who didn't know anything about an order for an exchange. I asked to speak to a supervisor and Brandon (around...person named Dave. He told me to go to the store to exchange the top box, I didn't need any order for that. I went to the store and they asked for my order number....code and there was no code on the invoice/receipt from the store. And...to boot...I got an email at 445 asking ... coming to my home....no...I have no other information from Fios. I will be filing a formal complaint to...

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19
Jan

Posted by QPRalphie


on 1/19/12 at 9:25PM

...), one useless online chat with a Verizon agent, and an exchange of 11 E-mails with 6 different customer service reps, just to exchange one set-top box for another. The HD box they finally gave ... and channel. Verizon says I'm stuck with it and won't replace it. If Verizon's customer support isn't the ...

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12
Jan

Posted by TEWALILLY


on 1/12/12 at 6:56PM

opened a FIOS account and was offered 99.00 for all the premium channels plus phone and internet. WELL go ... in and regulate VERIZON. Why offer something for one thing and then be charged another price. I can't contact Mr. James Haung from Verizon to ... if this is true. They did charge me an installation fee too. They split the fee into 3 small payments till I noticied them. I ... them and with much effort and requesting to speak to a manager I was able to get a refund. At first he told all people are charged that fee no exceptions. Dosen't matter they SUCK...

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12
Dec

Posted by oreosmom2


on 12/12/11 at 7:00PM

... disrespected,lied to and even had my FIOS wrongly turned off last week!I ... faster,and the TV picture is clearer than FIOS ever was!!I tried to get a final bill,and...back tomorrow.I know 1 thing--Verizon has charged my neighbors $1500.00 for their ...have personally seen the receipt from the post office when it was returned to Verizon.I dare them to even try ...copy of the postal recaipt I will get when I return our euipment.Oh---when our FIOS battery failed on the night this May when we had ...Verizon and was told it is my responsibility to buy a replacement battery for their rental equipment...I cannot ...

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03
Apr

Posted by hateverizon


on 4/3/11 at 11:09AM

... were amazing. I purchased a new home and unfortunately FIOS was unavailable in that town. I was forced to cancel my service so I returned the boxes by mail (very easy process). Then I got the $175 bill for early cancelation fee. I called Verizon (60 minutes on hold) and ...'s, all i know is that you are charged a cancellation fee and if you don't pay it, we will ..., sorry sir, I'm not supposed to discuss this with you. the account has been turned over to collections" ... discuss their mistake with me. Now I had to dispute the charges with the collections agency. i am still waiting for ...

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