Experience with Verizon's online support

oceanway90

I had an extremely frustrating experience with Verizon's online support today. I’m moving, and unfortunately, Verizon Fios is not available at my new address. As a result, I requested to cancel my existing Fios service and placed an order for Verizon’s 5G Home Internet as a replacement.

The first agent successfully placed the 5G Home Internet order but disconnected immediately afterward without canceling my Fios service. The second agent attempted to transfer me to the cancellations department, but the transfer never connected. The third agent told me they tried to cancel my service but were unable to do so due to system errors.

I’m not even trying to reduce my service (I’m replacing one Verizon service with another due to availability constraints). And yet, Verizon has made it unnecessarily difficult to cancel an internet service I can no longer use. This experience has been incredibly disappointing and has left me questioning whether I want to stay with Verizon.

SynthpopAddict

Hi, I read elsewhere in the forums that if Fios is available at your current address, then Verizon will not sell 5G Home Internet, and only offer Fios for internet service. I suspect that because your address hasn't changed yet, the system is refusing to let you order the 5G Home Internet.

To cancel your Fios service, see here:

https://www.verizon.com/support/residential/account/manage-service/cancel

There's even a link in there which will tell you if 5G Home Internet is available in your new location.

Depending on how far away you're moving and when, if you update your address in your Verizon account now - then you'd probably be able to order the 5G Home internet if that service is available at the new address, but you don't want the equipment to show up when nobody's there yet...probably better to wait until you've settled in before getting home internet set back up.