Service Availability and Use. Unfortunately, we can't guarantee that our 5G Home Internet, LTE Home Internet, or All Access Home Internet service will be available at your address, even if we accept your order and you or we attempt to install it. The 5G Home Internet service uses 5G and 4G LTE when 5G Ultra Wideband is not available, and depending on location, some 5G Home Internet customers may receive LTE Home with download speeds of 25-50 Mbps and upload speeds of 4-5 Mbps. All Access Home Internet uses our high-band mmWave spectrum and the coaxial cable inside your living unit, and does not support simultaneous use of cable/wired TV or other wired internet. The 5G Home Internet, LTE Home Internet, and All Access Home Internet service (i) is to be used exclusively at the address that you provided in your order (i.e., the qualified service address) and only for your personal residential, and non-commercial use in a single residential unit, (ii) does not support static IP addresses, (iii) may not be compatible with some live TV streaming services (you should verify compatibility with your streaming provider), and (iv) speeds vary depending on address/location, plan, equipment, signal strength, and network connection. You may not resell or permit anyone else to resell the 5G Home Internet, LTE Home Internet, or All Access Home Internet service in whole or in part, make the service available to others to use outside of your residential unit, or relocate the service or equipment without notifying us and receiving our consent, as described below. If your service is disconnected for nonpayment or any other reason, we can't guarantee that we'll be able to reconnect you and restore service, even at the same address. Any violation of this Terms of Service, the Customer Agreement, or any Verizon policy may result in suspension or termination of the 5G Home Internet, LTE Home Internet, or All Access Home Internet service without notice.
Equipment. You must use equipment that we certify for use with the 5G Home Internet, LTE Home Internet, or All Access Home Internet service. Equipment varies depending on address/location, network connection, and plan. All equipment is not compatible with all plans, and certain equipment offers may not be available everywhere. Once that equipment is set up by you or our technician, please don't move it to a different location or position without our authorization (just contact us and ask, so we can let you know, or follow the directions in the My Verizon app to reposition the equipment at the qualified service address that you provided in your order), as you may lose service.
Verizon-Owned Equipment. We (or our authorized retailers) will provide you with new or refurbished equipment, which may include a combined or separate 5G/LTE receiver and Wi-Fi router to use with your 5G Home Internet or LTE Home Internet service, modem and Wi-Fi router to use with your All Access Home Internet service, and as part of Whole-Home Wi-Fi in 5G Home Plus and LTE Home Plus plans, one Wi-Fi extender rental, if needed and provided during Professional Setup or requested afterwards. That equipment (i) will continue to be owned by us, and you can't use it for any other purpose, move it to a different location or position without our authorization (just contact us and ask, so we can let you know, or follow the directions in the My Verizon app to reposition the equipment at the qualified service address that you provided in your order), tamper with or intentionally damage it, or allow anyone else to service it, (ii) can only be used with the 5G Home Internet, LTE Home Internet, or All Access Home Internet service, (iii) will not function on any other carrier's network, and (iv) may contain a Subscriber Identity Module (SIM) card that is only authorized for use in the equipment it came in, so you may not remove the SIM card and insert it into another device. We will repair and maintain that equipment at our expense, unless we determine that you misused, abused or intentionally damaged the equipment, in which case, you will have to pay the replacement cost of it. If any of that equipment is stolen, please provide us with a copy of your police report, so that you are not charged for it.
Customer-Owned Equipment. Any equipment that you purchase, such as a Wi-Fi extender or Wi-Fi extender mini that’s not provided by us with Whole Home Wi-Fi, wireless home phone, or video streaming hardware, is owned by you, and you are responsible for its repair, maintenance and replacement at your own expense, even if we give you any of this equipment for free as part of a promotion. Similarly, if you purchased or we gave you the Verizon Internet Gateway prior to May 31, 2022, then you own it and you are responsible for its repair, maintenance and replacement at your own expense. If we gave you or you previously purchased a Verizon Internet Gateway for use with LTE Home Internet service, then you may also use that with some 5G Home Internet plans. If you previously purchased the Verizon Internet Gateway under our Device Payment Agreement (DPA) and use it with the LTE Home Internet or 5G Home Internet service, then your DPA and any associated bill credits will continue for the duration of the DPA term.
Whole-Home Wi-Fi and Wi-Fi Health Check Tool. Whole-Home Wi-Fi is only available in 5G Home Plus and LTE Home Plus plans, and includes one Wi-Fi extender rental, if needed and provided during Professional Setup or requested afterwards. The Wi-Fi Health Check tool available through the MyVerizon app (i) monitors the performance of your Wi-Fi to ensure you are receiving optimal performance and coverage, (ii) checks the strength of the Wi-Fi connection between your router and connected devices, and indicates if an extender is recommended, (iii) is offered with privacy and security by design and only analyzes devices that you’ve connected to your home router, and (iv) will not access or analyze device internet activity. If additional Wi-Fi extenders are recommended by Wi-Fi Health check beyond those included in Whole-Home Wi-Fi, they may be purchased.
Installation/Setup and Access to Your Premises. Professional installation/setup is not available at all locations or with all equipment and plans. If you need professional installation/setup and it's available at your location with your plan and the equipment provided, we will attempt to install/setup the 5G Home Internet service at the address that you provided in your order. If you select professional setup, we may charge you (plus taxes and charges) for the technician to complete the setup. That charge is nonrefundable after setup is completed, even if you cancel service within 30 days after setup. If you self-install/set up the 5G Home Internet or LTE Home Internet service and equipment, carefully follow the installation/setup instructions provided in the box(es) and My Verizon app. From time to time, we may conduct signal testing outside your address or access your outdoor receiver to service, inspect, upgrade, replace and/or remove it. If you rent or live in an area that has a homeowners/property owners association (or similar organization that may require approval for installation in a common area), they may need to approve the installation/setup of the equipment outside of your home and you are responsible for obtaining all necessary approvals.
Changing Service Location. You may not move the 5G Home Internet, LTE Home Internet, or All Access Home Internet service or equipment to another address without our authorization, which requires re-qualification of the new address. If you are moving to a new address and wish to continue using the 5G Home Internet or LTE Home Internet service, then please visit our website to submit your move order for approval, or contact us to confirm coverage at your new address and whether you can complete installation/setup yourself or will need professional installation/setup. If you move without notifying us or use the equipment/service at an address other than the qualified service address, then we may not be able to provide service to you, and we may terminate your service.
Cancelation and Equipment Returns. We may suspend or cancel your order or service, if (a) 5G Ultra Wideband, 5G or 4G LTE coverage is insufficient or unavailable at your address, (b) installation/setup cannot be completed for any reason, (c) you use the service/equipment at an address other than the qualified service address that you provided in your order, or (d) within 30 days after your initial service order or 60 days from your scheduled move out date to another qualified and approved service address, you do not complete Self Setup or schedule professional installation/setup to occur (where available). Upon termination of your order or service, or change to a plan without Whole-Home Wi-Fi, you should return all Verizon-owned equipment (currently, Verizon Internet Gateway, Verizon Receiver or 5G Internet Gateway, separate router, if provided for certain setups, Wi-Fi extender(s) included with Whole-Home Wi-Fi, modem and Wi-Fi router provided for All Access Home Internet, and the power adapter and ethernet cable that came with that equipment) to us in an undamaged condition (subject only to reasonable wear and tear) within 30 days after cancellation, or you may be charged an unreturned equipment fee of up to $300 per unit of equipment. For all of these equipment returns, please contact us at 800-922-0204, so that we can provide you with a return shipping label and box. Please do not return equipment to a store. If you don't cancel your service, then your service charges will continue to apply, even if you return the equipment. If we ask you to leave any outdoor equipment in place, you will not be charged an unreturned equipment fee for it. Any other devices or accessories that you purchased with your home internet order, such as a Wi-Fi extender or Wi-Fi extender mini, are subject to our standard return policy.
These Terms of Service may be modified by us from time to time without advance notice.