COVID-19 (Coronavirus) FAQs

Our Customer Service hours have changed due to the COVID-19 pandemic. Customer Service hours for Verizon mobile (wireless plans and devices) and Verizon home (Fios internet, TV and voice) are:

• Mon – Sat: 8 AM - 7 PM local time
• Sun: 8 AM - 5 PM local time

To contact Customer Service, visit our:

• Verizon mobile contact us page for wireless plans and devices Customer Service phone numbers. Or choose Chat with us at the bottom of your screen.
• Verizon home contact us page for Fios internet, TV and voice phone numbers, to schedule a call back, or to chat with Customer Service online.

Healthcare and government agencies that are making outbound calls related to the COVID-19 pandemic or vaccines should register their numbers to avoid being marked as spam or blocked.

For critical connectivity issues or urgent device replacements, our in-store Experience Specialists are ready to help. Find a Verizon mobile or Fios TV store and learn how to prepare for your visit.

Important:

• For the safety of customers and Verizon employees, you must wear a face covering when visiting. Review the CDC's Guidelines for more information on face coverings.
• Store hours and services vary by location. Be sure to call and confirm the store is open before you visit.

For non-emergency transactions we encourage you to utilize our online account management tools:

• Verizon mobile (wireless plans and devices)-  use My Verizon (wireless) anytime.   
• Verizon home (Fios Home Internet, TV and voice) - use My Verizon (home account) or the My Fios app anytime.  

If you want to pay your bill in cash and your local Verizon mobile (wireless plans and devices) store is closed, you can visit your nearest CheckFreePay location or Western Union location to make a payment. Some locations may also accept debit card payments.

You can also check our Payment locations to see other stores that accept payments for your Verizon mobile and/or Fios Home Internet bill.

Note:

• Be sure to call and make sure the location is open before you visit.
• You may be charged up to a $3 convenience at these locations for making a payment.
• Some locations may also accept debit card payments.
  

Yes, you can make a return by mail:

• Verizon mobile (wireless plans and devices): If you made a purchase at a Verizon store and want to make a return within our 30 day return and exchange period, you can print a shipping label in My Verizon, pack your merchandise and send it to our warehouse. It may take a few days to process your return and issue a refund.
  • Visit Verizon Device Returns, Exchanges, Trade-ins - How to Prep & Ship.

Note: If you purchased from an Authorized Retailer (e.g., BestBuy, Costco, etc.) contact them for assistance.

• Verizon home (Fios internet, TV and voice): Visit our Verizon Fios Equipment returns page for return information. Or find your nearest store locations.

We want to work with you and can provide payment arrangements to help you pay your bill.

If you contacted us by 6/30/20 to protect your account, you were enrolled in a repayment program. Review your billing statement for additional information.

If you didn't contact us, a payment arrangement can help you pay your Verizon mobile and or/home bill:

• Mobile: In My Verizon (wireless accounts) or by contacting Verizon (wireless Customer Service).
• Home:  In My Verizon (Fios internet, TV and voice) or the My Fios app or by contacting Verizon home Customer Service.

We honor state-specific requirements regarding late fees, service interruptions, and repayment options.

Certain TV plans have no Regional Sports Network Fees, including the Local TV package and the TV plans in our Fios Mix & Match portfolio.

You can explore the available packages and make plan changes through your Verizon Fios account online or in the My Fios app.

Here’s what to do if you aren’t the Account Owner and need to access the account:

• Verizon mobile (wireless plans and devices): You must be on the family member or friend’s account. The Account Owner can assign you as an Account Manager so you can make account changes.    Learn about adding an Account Manager.
  
  If you have a different Verizon mobile account, learn how to transfer service  to get access to your friend or family member’s account.
• Verizon home (Fios internet, TV and voice) - To transfer ownership of an account to someone else:
  • Due to the Account Owner’s death, contact Verizon Customer Service. You will need the billing account number when you call.
  • For any other reason, the existing Account Owner and the person assuming ownership must contact Verizon together and must be on the call during the change. All billed charges up to the transfer date are billed to the outgoing Account Owner. The incoming Account Owner is responsible for all billed charges after the transfer.

You can make purchases and do most transactions online.

Verizon mobile accounts:  Sign in to My Verizon or register now to:

• View your bill
• Pay your bill
• Make a payment arrangement
• Change your plan
• How to upgrade video

For prepaid mobile customers:

• View and change your plan
• Add funds
• Change your device

Verizon home accounts:  Sign in to My Verizon (Fios) or get the My Fios app to:

• View and manage account details
• View, manage and pay your bill
• Enroll in autopay
• View home phone call logs
• Perform internet speed tests and Wi-Fi analysis
• Set internet schedules
• Access support tools

Device orders include activation instructions in the shipping box. If you need help transferring content or activating your device, visit Smart Setup.

You can share your Verizon wireless data connection with other devices. Steps to turn on mobile hotspot depend on your device's operating system:

• Set up a hotspot on your Apple device
• Set up a hotspot on your Android device

Note: You'll need a data plan that includes mobile hotspot. For more information visit our Mobile Hotspot FAQs.

• Wi-Fi Calling – Use your device's Wi-Fi Calling feature instead of Verizon’s mobile network for voice calls:
  • Turn on Wi-Fi Calling on your Apple device
  • Turn on Wi-Fi Calling on your Android device

Visit our Wi-Fi Calling FAQs for more information.

• Call Forwarding – Forward your mobile calls to another phone number. Visit our Call Forwarding FAQs for more information.

• Caller ID Blocking – Block your number from being displayed through Caller ID either permanently or temporarily. Visit our Caller ID Blocking FAQs for more information and instructions.
• Jetpack - You can add a Jetpack to your data plan so you can share your Verizon Wireless network connection with other devices. Visit our Verizon Jetpack FAQs to learn more.

We’re taking precautions to keep you and our technicians safe and reduce the spread of COVID-19.

We require our technicians and any individuals dispatched to wear a protective facial covering at all times and maintain a minimum of 6 feet of separation during the set up or repair.

Verizon is experiencing higher call volumes during this unprecedented time. We recommend you manage your services online or with our app:

• Verizon mobile - For non-emergency transactions, (e.g., device upgrades, bill payments, account questions) you can use My Verizon (wireless) anytime.
• Verizon Fios TV - For non-emergency transactions, (e.g., plan changes, bill payments, account questions) you can use My Verizon (home account) or the My Fios app anytime. 
  

Learn about and troubleshoot a slow or intermittent Wi-Fi connection.

Visit How to Clean / Disinfect Your Device to learn how to safely clean or disinfect your wireless device or TV remote.