Using wireless 5G Home Internet FAQs

You may be able to transfer your home internet service to your new residence. It’s important to contact us before you move* to check service availability, discuss equipment needs and potential plan changes.

You can either:

• Call 1-800-922-0204.
• Check service availability online. Enter your new address and choose Get Started.
• Sign in to My Verizon to check service availability and start the service transfer process.

*We recommend you contact us at least 2 weeks before you move.

When you contact us, if Verizon Home Internet is available at your new address we’ll let you know:

• If you can bring the current home internet equipment with you:
  • Remember to pack the power adapter, cables and accessories if so.
• If you must switch to new equipment:
  • We recommend you place your order at least 2 weeks before moving to ensure timely delivery of the new equipment.
  • Self setup for 5G Home Internet is quick and easy. The equipment arrives in 2-4 business days.
  • Learn about returning Verizon home internet equipment.

Visit the Verizon Home Internet (Wireless) Terms of Service for more information and equipment condition requirements.

Learn what to do if you need to cancel your Verizon 5G Home Internet service.

No. Verizon Home Internet equipment and service is registered to your qualified service address and relocating your service requires Verizon authorization and address requalification.

Unauthorized use or relocation may result in service interruption or termination.

If a location change is detected:

• We may send a message asking you to contact us to resolve the issue.
  • This message provides a link that guides you through possible solutions, including contacting us.
  • Your internet speed may be reduced until the issue is resolved.

Be sure to contact us to talk about your home internet service options before you change locations.

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.

Here's how to set up Verizon Cloud when you have 5G Home or 5G Home Plus:

1. Use these steps to register the new 5G Home line in My Verizon, using your email address as your username.
2. Use a link below to download the Verizon Cloud app:
   1. Get the Mac desktop app or get the Windows desktop app.
      
      Important: If your account also has a mobile phone line(s), you can only set up Verizon Cloud through the desktop app. Once set up, you can get Verizon Cloud on your smartphone by sending a member invite through the Verizon Cloud desktop app to your mobile number.
   2. Mobile - Verizon Cloud may already be installed on your mobile device. If not, download it: Apple® App Store®, Google Play™ (smartphones, tablets).
3. Use your new 5G Home line's My Verizon email address username and password to sign into the Verizon Cloud desktop or smartphone app and set up your Verizon Cloud account.

Yes. If you have a 5G Home Plus 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.

Note: 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.)

Verizon Whole-Home Wi-Fi is included with our 5G Home Plus plan*. Whole-Home Wi-Fi has 2 features:

• Wi-Fi Health Check in the My Verizon app, to optimize your Wi-Fi network.
• Optional Verizon Wi-Fi extender for better signal strength in hard-to-reach places.

Learn how to get and use Whole-Home Wi-Fi.

*Doesn't apply to Home Internet Plus plans subscribed to before 11/9/23.

To discontinue your 5G Home Internet service you can do any of these:

• Visit the disconnect page in My Verizon to see if you're eligible to cancel your service online. After you disconnect online, we email you equipment return information. You must return the Verizon-owned equipment or you'll be charged an unreturned equipment fee.
• Sign in to My Verizon. Choose Chat with us (in the My Verizon app use the "snowflake" icon). 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.

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

Choose your device on our Device Troubleshooting page to get help with your 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.

 Sign in to the My Verizon app (not website) to find a good location for the 5G Home Internet router:

1. Scroll down to "Want to move the Internet Gateway to another part of your home?"
2. Follow the prompts.

Streaming services (like YouTube TV and Hulu Live) distribute channels based on an estimate of your location. If you’re not seeing local news or can’t get local sports, update your location settings with each provider.

Use these links to learn more about updating location settings:

• YouTube TV
• Hulu Live
• DirecTV Stream
• Fubo
• Paramount + (CBS)
• Peacock (NBC)
• Sling TV - 888-309-0838

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.

Verizon wireless home internet routers have a Self-Optimizing Network feature (SON) turned ON by default:

• When SON is on, one network name (SSID) displays. SON automatically manages device connections to provide the best available Wi-Fi network conditions.
• SON moves device connections as needed, between the 2.4 GHz and 5 GHz Wi-Fi signals:
  • With SON on, you see only the name and password of your 2.4 GHz band.
    • Note: This is the same name and password that’s printed on the back or bottom of the router.
  • The 5 GHz band is still active and used by the SON, even though you don’t see it listed.
• SON automatically steers your connected device to the quickest path:
  • SON manages your device connection when you’re moving around the house.
  • If an element (such as a Wi-Fi extender) in your home Wi-Fi network goes down, SON re-routes to the best available connection.
• SON identifies and fixes Wi-Fi problems automatically, to improve performance.

If you're experiencing a weak signal or dead spots in areas of your home, use the Wi-Fi Signal Analyzer*. This feature of My Verizon app measures Wi-Fi signal strength throughout your home. Here's how to use it:

1. Open the My Verizon app.
2. Tap the Account tab (at the bottom).
3. If necessary, tap the Home or 5G Home tab at the top.**
4. Tap your 5G Home Internet router.
5. From the "Tools" section, tap Wi-Fi Analyzer.
6. From the Wi-Fi Signal Analyzer screen, tap Get started, then follow the prompts.

If you’re still having Wi-Fi coverage issues, Wi-Fi extenders can help expand coverage to hard-to-reach areas of your home:

• If you already have an extender, repositioning it may help.
• If needed, you can install up to 5 extenders (additional charges apply).
• Shop the latest Wi-Fi extenders

Note: If your home internet plan includes Whole-Home Wi-Fi, you can request one Wi-Fi extender at no additional charge.***

*Not yet available for Verizon Internet Gateway model WNC-CR200A.
**The tabs you see vary based on your account services.
***If you cancel service or change to a plan that does not include Whole-Home Wi-Fi, you must return the Verizon-owned Wi-Fi Extender or you’ll be charged an unreturned equipment fee of $175.