Using wireless LTE Home Internet FAQs

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

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 LTE 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 LTE Home Internet mobile number:

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

If LTE Home is the only device on your Verizon account, sign in to My Verizon website or app using this mobile number, after the service installation is complete.

• Once signed in, you can create a User ID to sign in with instead of the mobile number.
• Learn how to set up a User ID in My Verizon.

You may be able to bring the LTE Home Internet equipment with you to a new address, but you must get our authorization first:

• Contact us before you move to confirm coverage, availability, and setup options.
• If you move without our advance authorization,we may not be able to provide service to you.
• Contact us before you move so we can check LTE Home Internet availability at your new address and make sure you have the right equipment.

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

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

If you're moving, we can help you keep your account and reconnect service at your new address.

• Use our online Movers service to help you take your Verizon Home Internet service and equipment with you when you move:
  • When you use Movers, you won’t need to disconnect your current line and start a new Verizon account to reconnect your service.
  • You get step-by-step instructions to help you move.

When you call us to cancel service, or your order or service is canceled, you must return the Verizon-owned equipment, in undamaged condition, within 30-days.

If you don't, you may be charged an unreturned equipment fee:

• Verizon Internet Gateway (ASK-NCQ1338) - $240
• Verizon Internet Gateway (ASK-NCQ1338FA, ARC-XCI55AX) - $200

Exception: If you have an outdoor receiver, we may tell you to leave in place and no need to return.

After you call us to cancel, we'll send a box and postage-paid return label to the service address on your account:

• Allow up to 10 business days for these materials to arrive via USPS.
• Box up the router and/or receiver and power adapter (not cords/cables).
• Return via USPS within 30 days of canceling your service.

If you need another return kit, call us.

Important: If you return the equipment but don't cancel your LTE Home Internet service, you’ll still be charged for Home Internet service. To cancel service, call us.

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

LTE Home Internet service has no annual contracts and we don't charge a disconnection fee. However, you must return the Verizon-owned equipment or you'll be charged an unreturned equipment fee.

To test the speeds of your router, run a speed test online. You must need to 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 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.

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:

• 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 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).

*Not yet available for Verizon Internet Gateway model WNC-CR200A.
**The tabs you see vary based on your account services.