Quick Summary
- Call 1-800-837-4966 to cancel (Mon-Fri 8AM-7PM ET, Sat 8AM-5PM ET)
- Early termination fee: up to $350, decreasing by $15/month as your contract progresses. No ETF if you’re month-to-month
- Return all equipment within 30 days via UPS Store (free) or prepaid shipping label
- Verizon says they prorate your final bill. Customer reports say otherwise. Get it in writing
- Expect a 15+ minute retention call - 78% of callers get a retention offer pitched at them
How to Cancel
You have three options, but phone is the most reliable. Online and chat both work, but they’re slower and more likely to leave you in limbo about whether it actually went through.
Phone
Call 1-800-837-4966 and say “cancel service.” Hours are Monday-Friday 8AM-7PM ET, Saturday 8AM-5PM ET. No Sunday support.
You’ll land in retention. This is Verizon’s last shot at keeping you, and they’re good at it. Expect offers for discounted service, free upgrades, or account suspension (30 days to 9 months). If you’ve already decided, don’t engage. Just repeat that you want to cancel.
Before you hang up, get a confirmation number, the exact disconnection date, and email confirmation. Write all three down. This matters more with Verizon than most providers - “no record of cancellation” is one of the most common complaints.
Online
Log into My Verizon, navigate to Account > Manage Account, and look for the “Disconnect Service” option. Follow the prompts. You should get a confirmation email, but follow up by phone if you don’t see one within 48 hours.
The problem with online cancellation is ambiguity. There’s no live confirmation that it’s done, and multiple customers have reported completing the process only to find their service - and billing - still active weeks later.
Chat
Sign into My Verizon and open the chat. Type “Cancel” to get routed to the right department. Same retention dance as the phone call, just slower because you’re typing.
Chat does give you a written transcript, which is useful as documentation. Save it.
What It Costs
Early Termination Fee
If you’re on a contract, the ETF starts at $350 and drops by $15 for each month you’ve completed.
| Months Completed | ETF |
|---|---|
| 0 (brand new) | $350 |
| 6 months | $260 |
| 12 months | $170 |
| 18 months | $80 |
| 24 months (contract done) | $0 |
If you’re month-to-month, there’s no ETF. Check your contract status in My Verizon under Account > Plan Details.
Billing
Verizon’s official policy is prorated billing - you should only pay for the days you used. In practice, this is inconsistently applied. Some customers get clean prorated bills. Others get charged for the full cycle and have to fight for a refund.
Get the proration confirmed in writing during your cancellation call. If you cancel via chat, the transcript serves as your proof. Refunds, when they happen, can take 60+ days.
Equipment Return
What You Return
- Routers and extenders
- Set-top boxes
- Cable cards
- ONT (the fiber terminal box - usually mounted on a wall)
- Remotes
- Power cords for all devices
The ONT is the one that catches people off guard. It’s the box where the fiber line enters your home. Verizon may or may not ask for it back - confirm during your cancellation call.
How to Return It
UPS Store - walk in with your equipment. They scan, package, and ship it for free. You get a receipt with tracking. This is the safest option, same as with every other provider.
Prepaid shipping label - log into My Verizon and request a prepaid label. Package everything yourself and drop it at UPS. More work, but it works if there’s no UPS Store nearby.
Deadline
30 days from your disconnection date. More generous than Xfinity (10 days) or Spectrum (15 days), but don’t sit on it. Return everything the same week you cancel.
Unreturned Equipment Fees
Verizon charges the full retail replacement cost for unreturned equipment. Expect $100-$300+ per device depending on the hardware.
After You Cancel
Final bill arrives within 1-2 billing cycles. It should include prorated charges through your disconnection date, any ETF, and equipment fees if applicable. Check it line by line. Refunds for overpayment can take 60+ days to process.
Confirmation should come by email within 24-48 hours. If it doesn’t, call back immediately. “No record of cancellation” is not a rare complaint with Verizon - it’s one of the most common ones.
Reactivation is available, but you lose any existing promotional pricing. New-customer deals typically require being off Verizon for 12+ months.
Service area: Verizon Fios is available in NY, NJ, PA, CT, RI, MA, MD, VA, and DE. If you’re moving within the service area, consider transferring service instead of canceling - it avoids the ETF entirely.
Common Problems
| Problem | Solution |
|---|---|
| No record of cancellation | Call back with your confirmation number. If you don’t have one, escalate to a supervisor immediately |
| Disconnection scheduled into next billing cycle | Confirm the exact disconnection date during the call. Push for same-cycle disconnection |
| Full-month charge despite proration policy | Dispute with your confirmation email or chat transcript as evidence. File an FCC complaint if they won’t budge |
| Retention call lasting 15+ minutes | Say “I’ve already decided, please process the cancellation.” Repeat as needed. You don’t owe them an explanation |
| Equipment not showing as returned | Call with your UPS receipt and tracking number. Keep escalating until it’s resolved |
| Refund taking longer than 60 days | Call billing, reference the expected timeline, and ask for a supervisor if the first rep can’t help |
| Agent offers service suspension instead | Only accept if you genuinely might come back. Suspension periods range from 30 days to 9 months, but your contract clock doesn’t pause |