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Support Boundaries

Find out what operating systems, software, and equipment Verizon can and cannot provide support for with your Internet, TV and Phone service.

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Generally, Verizon supports the software and equipment provided with your Verizon service, but we cannot support software and equipment that you obtain from third parties. The following support boundary information gives specific examples of what is and isn't supported by Verizon Technical Support.

If your support need is beyond standard Verizon support boundaries, you have several options. With Verizon Premium Technical Support, you can get assistance with problems not covered by standard technical support. With the Verizon Community Forum, you may find help and advice on a wide range of topics from other knowledgeable customers. For help with third-party software and devices, you should try contacting the manufacturer, or you may consider working with a reputable customer support service or professional in your area.

Internet service Support options
Internet connectivity with Windows XP, Vista, Windows 7,8, or 10 and MAC OS X or higher Fios Support
HSI Support
Live Support
Verizon provided routers and modems including installation, configuration, and wireless setup Fios Support
HSI Support
Live Support
Email software setup for Outlook, Outlook Express, Windows Mail, or MacMail Fios Support
HSI Support
Live Support
Email software setup for Thunderbird or other third-party email software Not supported by standard Technical Support.
Upgrade to Premium Technical Support
Operating system software such as system updates, browser installation, service packs, blue screens, etc. Not supported by standard Technical Support.
Upgrade to Premium Technical Support
Third-party software and applications such as Excel, Word, iTunes, Facebook, etc. Not supported by standard Technical Support.
Upgrade to Premium Technical Support
Verizon Internet Security Suite / PC Security also referred to as VISS Web Support Live Support
Third-party provided Internet security products such as Norton anti-virus, various anti-spyware, pop-up blockers, phishing filters, etc. Not supported by standard Technical Support. Upgrade to Verizon Internet Security Suite
Peripheral devices and equipment such as printers, monitors, PDAs, iPods, etc. Not supported by standard Technical Support.
Upgrade to Premium Technical Support
Move PC to new location Not supported by standard Technical Support.
Upgrade to Premium Technical Support

 

TV service Support options
Verizon-provided equipment, services, and applications such as DVRs, STBs, VOD, PPV, cables, cards, remotes, etc. Web Support Live Support
Non-Verizon Equipment such as third-party DVRs, TiVo, VCR and/or DVD player support, and surround systems, etc. Not supported by standard Technical Support.
Upgrade to Premium Technical Support

 

Phone service Support options
Dial tone functionality and troubleshooting Web Support Live Support
Voice features/programming provided by Verizon such as voicemail, call forwarding, anonymous call block, etc. Web Support Live Support
Non-Verizon long distance service Not supported by Verizon, please contact your service provider
Non-Verizon VOIP (e.g., Vonage, Skype, etc.) Not supported by Verizon, please contact your service provider
Customer phone equipment Not supported by Verizon, please contact the manufacturer

 

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