COVID-19 (Novel Coronavirus) Support FAQs

We want to work with you and can provide payment arrangements to help you pay your bill.  If you contacted us by June 30 to protect your account, you have been enrolled in a repayment program.  Review your billing statement for additional information.  If you did not, you can make payment arrangements at My Verizon, within the My Fios app, or by contacting us. 

We will also honor state-specific requirements regarding late fees, service interruptions, or repayment options.

Verizon is now offering reduced rates for Fios Home Internet service for Lifeline eligible customers.

Note: To help keep our customers connected and reduce economic concerns with our Lifeline customers, we will waive your billing charges for 60 days:

• Customers who have Lifeline service as of March 20th will have all billing charges waived for 60 days (two billing cycles) beginning with the 3.22.20 bills.
  • Customers must have Lifeline as their service as of March 20, 2020.
    
  • The waived charges will apply to your Lifeline home phone service or your Lifeline broadband (internet) service. 
    
• Customers will continue to receive a bill, but it will be credited in full for two billing cycles

We have many TV options with a range of content to meet the viewing needs of your household, including packages that allow you to better personalize your TV content choices. Select plans have no Regional Sports Network Fees, including the Local TV package and the TV plans in our Fios Mix & Match portfolio. To explore the different packages available to you and make any plan changes, visit your account online or in the My Fios app. 

If you unable to pay your bill online, there are a number of pay in person locations available. Please contact the location prior to visiting to make sure they are open.

Note: You may be charged up to a $3 convenience at these locations for making a cash payment.

During this pandemic we are all being encouraged to practice social distancing to slow down the spread of COVID-19. Last week, we implemented a work-from-home strategy for many of our employees and are now rapidly expanding it to include more members of our team. As part of our next phase, we are closing some stores and reducing hours in others.

You can visit our store locator for a list of stores and store hours. Or, visit Fios TV Store Locations for a list of Fios TV stores and hours of operation.  Agent hours and services vary by location. Please call to verify.

Several factors can slow your internet speed. Learn more about and troubleshoot slow Wi-Fi or intermittent connection. 

Try to treat your Fios TV Voice Remote the same way you treat your mobile phone or PC. Keep it away from high heat sources and only clean it using a slightly moist cloth.

Do not leave dead batteries in the Fios TV Voice Remote for an extended period of time. Your Fios TV One will let you know right on screen when it is time to replace the batteries.

To sanitize and clean your device(s), here are a few guidelines to follow:

• Using a 70% isopropyl alcohol wipe or Clorox® Disinfecting Wipes, gently wipe the exterior surfaces of your device.
• Use a soft, slightly damp, lint-free cloth with warm soapy water.
  
• Avoid getting moisture in openings.

Caution:

• Don't use window cleaners, household cleaners, compressed air, aerosol sprays, solvents, ammonia or abrasives containing hydrogen peroxide to clean your device.
• Don't use bleach.
• Don't submerge your device in any cleaning agents.
• Avoid harsh cleaners and rough scrubbing. 

We are experiencing higher call volumes during this unprecedented time and we recommend using My Verizon or the My Fios app to manage your services. Visit Contact Us to call or chat for assistance Monday to Friday 8:00 am to 5:00 pm.

Visit Verizon Wireless Covid-19 Support FAQs.