Using wireless LTE 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 Verizon 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 Home Internet service.

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

To discontinue your LTE 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.
• Sign into 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 (home internet 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.

To test the speeds of your router, run an online speed test. You must be connected to the router to run the speed test.

Learn how to:

• Test internet speed in My Verizon 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 LTE Home Internet router:

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

Identify the equipment in your home to see the support overview for each wireless Verizon home internet router.

Streaming video services (like YouTube TV or Hulu Live) distribute channels based on your estimated 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 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 the 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, select the Home or 5G Home tab at the top.**
4. Tap your 5G Home Internet router.
5. Tap Wi-Fi Analyzer from the "Tools" section.
   
6. Tap Get started from the Wi-Fi Signal Analyzer screen, 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.