Using wireless 5G Home Internet FAQs

Learn how to install and set up your Verizon 5G Home Internet.

Verizon offers Whole-Home Wi-Fi* to help improve coverage in hard-to-reach areas of your home:

• Verizon Whole-Home Wi-Fi is included with 5G Home Ultimate and offers 1 Wi-Fi extender.**
• Upgrade to Verizon Whole-Home Wi-Fi Plus for an additional $5/month (plus taxes & surcharges) and get up to 3 Wi-Fi extenders. 

Learn more by visiting our Whole-Home Wi-Fi FAQs.

*Available in select areas.
**Verizon owns the equipment provided with your plan, including the router and Wi-Fi Extender. If you choose to disconnect service, you must return equipment within 30 days or you'll incur an unreturned equipment fee(s). Learn more by visiting our 5G Home & LTE Home equipment return FAQs.

Yes. Each device that connects to the Verizon wireless network has its own "phone" number. We create a mobile number for your router when you order Verizon 5G Home Internet:

• The router's number becomes active when we ship the equipment to you.
• You can't use the router's number to make calls or send/receive text messages.

Find your 5G Home Internet mobile number:

• In your confirmation email.
• On your bill where the 5G Home router is listed.
• Visit our Home Devices Support page and choose your router to find support articles.

If you don’t already have My Verizon to manage your Verizon account, set up access after your home internet is installed:

1. If the 5G Home router is the only device on your account, use the router’s mobile number to sign in to My Verizon on your computer or the My Verizon app.
2. You can create a User ID to sign in with instead of the mobile number. 
3. Learn how to set up a User ID in My Verizon.
4. Create a password.

Good to know: Learn about managing your home internet service with the Verizon Home app.

Some versions of 5G Home Internet that use wired cable aren't compatible with other services like cable/wired TV, voice (e.g., VoIP) or internet services.

When you have 5G Home Internet, you can add an Unlimited Cloud Storage perk to your plan. Choose either:

• Unlimited Individual Cloud storage perk - $10/month. Provides unlimited storage for 1 user.
• Unlimited Group Cloud storage perk - $15/month. Share with up to 4 other people.

Learn more about Verizon Cloud and how to use Verizon Cloud.

Yes. If you have a 5G Home Ultimate line only (and no Verizon mobile service), you can use Verizon Cloud Unlimited Group. Follow these steps:

1. Use the My Verizon username and password to sign in to the Verizon Cloud apps on your smartphone or desktop.
2. Set up Verizon Cloud Unlimited Group.

Cloud is automatically removed from your account if you either:

• Cancel your 5G Home Internet
• Change to a home internet plan that doesn't include Verizon Cloud

Be sure to download your files to your computer or portable storage device before changing or canceling your Verizon Home Internet plan.

You should know: After canceling 5G Home Internet service, you can restore access to your data by enrolling within 30 days in Unlimited Cloud Storage through your Service & Perks in My Verizon. (Verizon Cloud 600 GB is not available when you have 5G Home Internet.)

To discontinue your 5G Home Internet service you can:

• In My Verizon, choose Chat with us. Type "Cancel" into the "Ask a question" box. Follow the prompts to disconnect your service or choose to chat with a live agent.
• Call Customer Service before disconnecting to see if you qualify for additional savings.

Visit our 5G Home & LTE Home equipment return FAQs to learn:

• How to send back the Verizon-owned equipment (router and/or receiver, Wi-Fi extender, and the power adapter and Ethernet cable that came with that equipment).
• Condition requirements for returned equipment.
• Charges for unreturned equipment.

You can pause your 5G Home Internet service for up to 90 days: The suspension service is  $10/month and is allowed only once every 12 months.

To suspend 5G Home Internet service choose Vacation Suspension on the Suspend page in My Verizon.

While your service is suspended:

• The router won’t connect to the Verizon network.
• Any Wi-Fi connected devices in your home won’t have internet access through Verizon.
• Monthly charges for suspension and regular service are billed only for the days you suspend or reconnect.

Reconnect service  on the Suspend page in My Verizon when you return.* We’ll automatically reconnect your service on day 91 if you don’t reconnect before the 90 days.

Keep in mind: You can only use 5G Home Internet service equipment at your service address.

*It can take up to an hour for your service to return.

Here’s how to tell which 5G Home Internet router you have.

Choose your device on our Device Troubleshooting page to get help with the home internet equipment.

To test your Home Internet speeds, connect to the router and then run a speed test online. Learn about router speed tests:

• Test internet speed in the My Verizon app or Verizon Home app.
  
• Test speed and signal strength in My Verizon website.

To find the place in your home with the strongest signal for the Verizon Internet Gateway:

• In the My Verizon app, tap the Home tab.
• Choose the Verizon Internet Gateway image to open the Home Internet page.
• Tap the message at the top of the page, either:
  • Prefer a different setup spot?
  • Try to find a stronger signal.
  • Try to find a 5G signal.
• Follow the prompts to find the location with the best signal strength for your router.

Good to know: This process is only available with the Verizon Internet Gateway.

If you’re setting up a replacement router, make sure the old one is plugged in while you begin to set up the new one, then:

1. Dial *611 from a Verizon mobile phone to activate the replacement router.
   1. Enter your 4-digit Verizon mobile account PIN and Internet Gateway mobile number (not your mobile phone number).
   2. After you've followed the call prompts, follow the setup instructions in the box.
2. If you need help setting up your replacement router, contact us.