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Need 5G Home Internet Return Kit - Never received

I have not received a return kit. I canceled the service 11 days days ago.

Return policy states I will be charged if I do not return the kit within 30 days after cancellation of service.

I’ve yet to see a return kit or a label or an address for return. How do I return this equipment. I do not want to be charged for no fault of mine.

How do I get one? Even just a shipping label, I have all the original shipping boxes.

Comments

Verizon_Support

Hey user9458, we're sorry to hear that our 5G Home Internet service did not work out for you. We definitely want to help make sure you're able to send back your equipment to avoid and unwanted charges. Please be on the lookout for a private note from us so we can better assist.

-Joseph

user9458

Now going on 30+ days since cancelling 5G home internet. During the past month:

2 Interactions with agents via phone (all say "return kit ordered but we have no way to track/confirm")

3 Interactions with agents via chat/message (all say "return kit ordered but we have no way to track/confirm")

Capability of anyone to have a return kit sent? 0

During last chat session

Agent: "try taking it to a corporate store".

Me: "can you look one up in my zip code and confirm with them they will accept/process this return?"

....crickets

Seriously, what's up VZW? Is every internal system and process seriously THAT disconnected and unorganized?

Verizon_Support

We are terribly sorry for the issues you've encountered. We can definitely help you and send you that return kit you need. We would need to access your account, do you still have an active number with Verizon?

~Ivone

user9458

No active number, can provide the number which was associated with the 5G Modem

user9458

would love to respond to your inbox message...but your system gives: You have reached the limit for number of private messages that you can send for now. Please try again later.

Johnkimx1

I requested the return kit for the 4th time now!!

I’ve tried using different addresses. This is beyond stupid how the internet router comes in 2 days yet they can’t send a return kit to the same exact address? This is so stupid I’ve been on call with them so many times trying to figure this out. They always promise me that that’s the last time I’ll have to call about this issue

Verizon_Support

Hello, Johnkimx1. Help is here and my apologies to hear of this experience. I have sent you a Private Message for further support.

-Natasha

AngryBird4

I have also requested 4 times and received nothing. On the last call they told me the address it was sent to originally— an address where I have never, ever lived., despite giving them my correct address multiple times. Then they said that the person from the previous chat I had, never actually processed the request. Then they promised they would expedite the kit to me to get there in 3-5 days instead of 7-10. Well, it has been 10 days and it’s not here. I’ve already been charged the fee, and am coming up on the time where it becomes “non-refundable.” I have no reason whatsoever to believe a kit has ever been sent to me, and also cannot trust that my requests have even been recorded — was promised a note would be added to my account, which it was not, so I will now probably be stuck paying with no evidence of how much effort I have put into this. I also requested an address or email shipping label and to pay for shipping myself, and was told this was not possible. Despicable.

Verizon_Support

AngryBird4, we're sorry to hear that the non-return fee was already charged to your account. The last thing we ever want is for you to have any problems with a return, and we're going to make sure you do get that return kit. Please be on the lookout for a Private Message so we can better assist.

~Jesse

jessierivas

They sent me a bill and I’ve asked for a return kit for already a month

Verizon_Support

We definitely want to make sure you're not getting charged for service you have not used. Did you contact us to cancel the service? ~Peter

Charlie86

This very same experience has happened to me I’ve been charged $330 I’ve requested a kit 4 times I’m at a total loss of what to do next

Hotguy509

I’m having the same issue. I have had to call so many times. Now it’s on my bill for next month and they said again today they sent another and I’ll get it in 5 days. It’s already 5/16. $200 for equipment I never wanted to keep. They also said that 85% of the kits they sent out never actually got sent out. How is that my issue?

Hotguy509

lol the man has repeated that nobody has sent him anything! You saying you’ll send another doesn’t help! Refund him! Me too the same thing is happening to me

zzz12341

Called five times to request the return kit, never received one of them but 200 unreturned bill

zzz12341

Called five times to request the return kit, never received one of them but 200 unreturned bill.

Verizon_Support

We're sorry to read about the issue with not receiving a return kit for your 5G Home service. When was the last time you requested the kit? ~Peter

zzz12341

It was about 10 days ago

Verizon_Support

Thanks for that verification. We can check on the status for you. So we can best assist, we will be reaching out via Private Message.

-Lauren

Dcs8ter

Has anyone had this resolved? Going through the same thing and they are making it impossible to return the device. Never got the return kit and seems like they won't attempt to send another one, been told to take it to UPS to process's the return but ups says they get am error when they scan the device, been told they will send me a shipping label but then I never receive it in my email. This is beyond frustrating.

Verizon_Support

We hate to see that you are having any issues getting your device returned. We are sending over a private message so we can get this resolved for you.

-Meg

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