Verizon Whole-Home Wi-Fi FAQs
Verizon Whole-Home Wi-Fi allows customers to enjoy Wi-Fi coverage throughout the home, especially when there is a need to cover larger homes or overcome obstacles like brick and concrete walls, by providing our Fios Router together with up to one Fios Extender. Get coverage, even in those hard to reach places.
Frequently Asked Questions
Who is eligible for Verizon Whole-Home Wi-Fi?
Verizon Whole-Home Wi-Fi is available to customers who subscribe to our New Mix & Match Fios Internet plans.
Customers who subscribe to our New Mix and Match Fios Gigabit Internet plan will receive Verizon Whole-Home Wi-Fi included at no additional cost with their service.
Customers on other New Mix and Match Internet Plans can purchase Verizon Whole-Home Wi-Fi for a cost of $20/mo. in addition to the cost of their internet plan. The $20/mo. cost includes the rental of a Fios Router, a $15 value.
When do I receive a Wi-Fi Extender?
A Wi-Fi Extender, at no cost, is provided on an as needed basis to Gigabit Connection customers who receive Verizon Whole-Home Wi-Fi included as part of their plan. We’ll run a Home Wi-Fi Health Check 30 days after setting up your Fios service and every 30 days thereafter to determine if a Wi-Fi Extender is needed. If our analysis shows any performance issues, such as limited device signal strength, we will notify and send the customer a Wi-Fi Extender at no cost. If the customer is experiencing internet issues, they can request a Wi-Fi Extender (via My Fios app, My Verizon Online, or by contacting our customer support team) regardless of the results of our analysis.
Customers who purchase Verizon Whole-Home Wi-Fi as an add-on service to their plan will be sent a Wi-Fi Extender at no cost at the time of purchase, regardless of current Home Wi-Fi Health Check results. However, Home Wi-Fi Health Check will remain available to customers via the My Fios app, My Verizon Online, through our contacting our customer support team, or by a Verizon Fios Technician if they’re on customers’ premises.
What is a Home Wi-Fi Health Check?
The Home Wi-Fi Health Check monitors the performance of your Wi-Fi to ensure you are receiving optimal performance and coverage. It checks the strength of the Wi-Fi connection between your router and connected devices, and indicates if an extender is recommended. The Home Wi-Fi Health Check is offered with privacy and security by design and only analyzes devices that you’ve connected to your home router. It will not access or analyze device internet activity.
How can I test the Wi-Fi signal strength in my home?
When you choose a plan that qualifies you for Verizon Whole-Home Wi-Fi included Verizon will automatically run a Home Wi-Fi Health Check every 30 days. If our analysis discovers any issues, we will notify you via email to confirm our finding and shipment of a Fios Extender. You must agree to receive the extender before we ship it out to you.
If you wish to test your own Wi-Fi network performance, you can do so at any time. To test your home’s Wi-Fi performance, you can access the Wi-Fi Health Check three ways:
- My Fios App (open the app, select “Internet”, then scroll down to “Wi-Fi Health Check”)
- My Verizon Online
- Contact our customer support team at 1.800.VERIZON (1.800.837.4966)
If you have Verizon Whole-Home Wi-Fi included in your plan and an issue is discovered, you can request a Fios Extender be shipped to you at no cost.
Who owns the equipment sent to me?
Verizon owns all the equipment sent to you as part of the Verizon Whole-Home Wi-Fi Service, and allows you to use the Fios Router and Fios Extender as long as you subscribe to Verizon Whole-Home Wi-Fi and/or Verizon Fios Mix & Match Home Internet plans. If you cancel your Verizon Whole-Home Wi-Fi subscription and/or your Verizon Fios Mix & Match Home Internet plan you will be required to return all Verizon Router and Fios Extender equipment within 30 days, as instructed by Verizon, or you will be charged for the equipment.
What happens if I move?
If you have Verizon Whole-Home Wi-Fi and wish to make no changes to your service when you move to a new home, you simply bring your existing equipment with you. Once your Fios service is set up in your new home, if you have chosen a plan that qualifies you for Verizon Whole-Home Wi-Fi included, our in-home Wi-Fi analysis will automatically run again in 30 days, or you can choose to run your own test via the My Fios App, My Fios Online, or by contacting our customer support team.
Is Verizon Whole-Home Wi-Fi available for business customers?
At this time, the Verizon Whole-Home Wi-Fi service is available only for our consumer customers who subscribe to our New Mix & Match Fios Home Internet plans.
How do I set up my Verizon Home Network Extender?
Our Fios Extenders are easy to set up, so we ship them as a self-install kit to eligible customers. Each kit comes with step by step instructions explaining how to set up your extender and where to place it in your home. If you would rather have a FIos Technician install your extender, installation fees may apply.
What happens if I have Verizon Whole-Home Wi-Fi as an inclusion in my plan, but I decide to upgrade or downgrade my plan?
If you have Verizon Whole-Home Wi-Fi included in your plan and downgrade service to a plan that does not include Verizon Whole-Home Wi-Fi on us, you will be billed for the service unless you contact our customer support team to have the service removed from your account.
If you are currently paying for Verizon Whole-Home Wi-Fi service, but upgrade your plan to one that includes it, you no longer will be charged for Verizon Whole-Home Wi-Fi.
How do I cancel my Verizon Whole-Home Wi-Fi service?
You may cancel your Verizon Whole-Home Wi-Fi service at any time, without penalty by contacting our Customer Support team. Upon cancellation, you will be required to return your Fios Extender within 30 days, as instructed by Verizon, or you will be charged for the equipment.
What happens if I need more than one Wi-Fi extender?
Verizon Whole-Home Wi-Fi includes up to one Fios Extender at no additional cost. If our analysis, or you, determine you require additional extenders, you may rent or purchase them at the current rental or full retail rate.
Fios Router and Fios Extender
Tips for improving Wi-Fi Performance
Choose a central location
The further your device is from a router or extender, the weaker the Wi-Fi signal will be. Make sure your router and/or extender are placed in a central location to most of the rooms in your home.
Place up high
Wi-Fi signals can be slowed as they pass through walls, furniture and other objects, Try placing the router or extender on a high shelf in a central location.
Be aware of building materials
Concrete and brick walls can weaken your Wi-Fi signal. Try to choose rooms with walls made of sheetrock or another relatively thin material when you're finding a place for your router and/or extender.
Avoid other interferance
Microwaves and TVs can interfere with your Wi-Fi. Mirrors can create dead spots. Move your router or extender as far away as possible from these items.
Be mindful of older equipment
Older equipment and devices, including computers, laptops and mobile devices, can slow down your connection. Try turning off their Wi-Fi when not using them. Periodically upgrading your hardware can also improve your connection's performance.
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