Trying to return verizon 5g home internet devices

[ACN25]

I went to a verizon store on 10/7/23 and a sales associate informed me that I was qualified to try their 5g home internet device free for 30 days. I requested two devices to try out. After two weeks I noticed that the 5g internet was not working for our house so I decided to call on 10/15/23 to cancel the service. The customer service rep  stated that the devices have been canceled and that a return kit would arrive to our house in 5-7 days. 7 days passed and we received nothing from verizon. I called on 10/22/23 to follow up and the customer rep disconnected the two devices, i received confirmation via email that the devices were canceled, and that it would take 5-10 days for the return kit to arrive and that i would have 30 days to return them back to verizon. 10 days passed and we still received nothing. On 11/1/23 i contacted Verizon  again and the customer rep stated that i would receive a return kit in 2-3 days and that i would be refunded the one month 5g service charge for both devices even though I was told it was a 30 day free trial! Over a week passed and still no return kit! On 11/9/23 i chatted with verizon customer rep who stated that a return kit would arrive in 5-7 days. Over two weeks passed and still no return kit!! I physically went to the verizon store where I received the devices and the sales associate stated they could not help me at all and i had to figure it out myself! On 11/27/23 i chatted with customer service rep about issue and after a lengthy conversation, he ended the chat on his end and i was not helped!! i then called immediately after and spoke with customer rep and told him my frustration with the process. I asked him to email me a prepaid shipping label to which he said he could do, then after periods of being placed on hold, he said he could not do it and it had to be mailed to me. He placed me on hold for over 15 mins while he “tried to create a return kit and labels.” It should be noted, that the call center closed at 7pm and i think he was trying to wait me out as he finally responded at 7pm and then hurriedly  told me that a return kit and labels would arrive in 2-3 days. I received an email from this customer service rep that stated two shipping labels have been created and will arrive to me in a few days. Of note, I confirmed my physical address every single call and chat that i have had. Today is 11/29/23 and i have no faith that the return kit will arrive. Verizon, please fix this issue!

[vzw_customer_support]

We're sorry to read about the issue with not receiving a return kit. We're here to take a look. We'll be sending a private note. ~Peter

[kdmcilvain]

I also cannot reach anyone to send me the return label

[vzw_customer_support]

kdmcilvain, we want to make sure that you're able to process your device return. To best assist, we'll be sending a Private Message. 

~Izzy

[vzw_customer_support]

We're here to help with your concern regarding returning the 5G Home equipment. Let us know if you need assistance. ~Peter

[ACN25]

This is my second time posting this. I have received no help at all after speaking/chatting with Verizon 6 times. I went to a verizon store on 10/7/23 and a sales associate informed me that I was qualified to try their 5g home internet device free for 30 days. I requested two devices to try out. After two weeks I noticed that the 5g internet was not working for our house so I decided to call on 10/15/23 to cancel the service. The customer service rep  stated that the devices have been canceled and that a return kit would arrive to our house in 5-7 days. 7 days passed and we received nothing from verizon. I called on 10/22/23 to follow up and the customer rep disconnected the two devices, i received confirmation via email that the devices were canceled, and that it would take 5-10 days for the return kit to arrive and that i would have 30 days to return them back to verizon. 10 days passed and we still received nothing. On 11/1/23 i contacted Verizon  again and the customer rep stated that i would receive a return kit in 2-3 days and that i would be refunded the one month 5g service charge for both devices even though I was told it was a 30 day free trial! Over a week passed and still no return kit! On 11/9/23 i chatted with verizon customer rep who stated that a return kit would arrive in 5-7 days. Over two weeks passed and still no return kit!! I physically went to the verizon store where I received the devices and the sales associate stated they could not help me at all and i had to figure it out myself! On 11/27/23 i chatted with customer service rep about issue and after a lengthy conversation, he ended the chat on his end and i was not helped!! i then called immediately after and spoke with customer rep and told him my frustration with the process. I asked him to email me a prepaid shipping label to which he said he could do, then after periods of being placed on hold, he said he could not do it and it had to be mailed to me. He placed me on hold for over 15 mins while he “tried to create a return kit and labels.” It should be noted, that the call center closed at 7pm and i think he was trying to wait me out as he finally responded at 7pm and then hurriedly  told me that a return kit and labels would arrive in 2-3 days. I received an email from this customer service rep that stated two shipping labels have been created and will arrive to me in a few days. Of note, I confirmed my physical address every single call and chat that i have had. Today is 11/29/23 and i have no faith that the return kit will arrive. 12/01/2023, chatted with verizon customer rep again.  Rep stated that i should be able to print shipping labels from home, but I checked the website  and i am not able to as these devices were received from an authorized retailer, not a corporate store. I was told that the labels would arrive in 3-5 days and that previous labels were mailed to me. I have not received anything even though i confirmed my address with verizon reps each and every time. today is 12/8/2023 and i still have not received anything. This is beyond frustrating?? What is the issue in simply having a return shipping label mailed to me?

[espostor]

I am having the exact same problem as everyone else in this thread. While the many, many (well over 10) people I have spoken to have tried to help, nothing they tried has resulted in me getting a return kit.  

Also, none of the support responses in this thread address the actual issue. It would appear that there is a significant part of the 5g home internet equipment return process that is broken, and no one at Verizon is able to fix it.  

[vzw_customer_support]

espostor, we're so sorry to hear about the issues you've been experiencing trying to get a return kit for your device. We know it's important to manage your account, and we'd be happy to help right away. To better assist, we'll be sending a Private Message. 

~Izzy

[geack]

Given the large number of people with this problem, is there any chance you could post a public explanation of what's going on? 

[vzw_customer_support]

It's extremely important that the necessary steps are taken in order to request the Return Kit. We sent a Private Message to further assist. ~Geo

[Dustin24]

I am also having this same issue as I have not received a return label and after asking 3 times.  -Dustin 

[vzajtar12]

File a complaint w/ the FCC - i just did ... Its been 6 months of dealing w/Verizon trying to return their equipment - I'M OVER IT

[vzajtar12]

I just filed a complaint w/the FCC - I'm sick of dealing w/Verizon customer service for the last 6 months being on the phone for hours just trying to give them their equipment back....

[vzw_customer_support]

We want to make sure that you are able to process your return ASAP. We sent a Private Message to assist you. ~Geo

[Tazplu917]

I just filed an FCC complaint - enough of this insanity of  not being able to return a simple router.

[cmiller197]

I am having the same problem. I have called 4 times and been told each time that a box would arrive in a few days. Nothing. It's getting close to the end of the 30 day window and I don't know what to do. I'm tired of being told the same thing every time I call. I've asked for a label to be emailed to me, which apparently cannot be done. I've also asked for tracking information on the return box and was told they would send me that but they never did. Verizon, you need to fix this issue!! 

[vzw_customer_support]

Hello, cmiller197, I'm sorry to hear you've had to reach out multiple times for the return kit. We want to make sure you are able to send back your equipment. So we can best assist, we will be reaching out via Private Message.

-Lauren

[ao_caller91]

Hi!

I have the same problem. It’s been almost two months since I first canceled, and nearly one month since the last day of service. Still no shipping label, or return kit, despite numerous reps telling me on the phone and in chat that it is on the way.

I’m not allowed to return to the verizon store, and I can’t ship it back because I don’t even have an address to ship it back to at my cost.

I am very worried that despite making the equipment impossible to return, Verizon will still try to charge me hundreds of dollars per device for failing to return them within 30 days.

If any Verizon agents read this, please help. This doesn’t need to escalate senselessly. Can you please do the right thing here and meet me halfway?

If you don’t want them back, just let me know in writing that I can dispose of the devices and you will not bill me for failing to return them. I will dispose of them at no cost to you.

If you do want them back, then please send me shipping labels.

If you are so swamped with returns for these devices that you can’t even send out shipping labels, then please at least give me the address that these should be shipped to, along with a commitment to reimburse me for the cost of shipping the devices to you.

I will promptly ship the devices to you using Fedex, and submit my receipt to you for reimbursement.

Thank you

[vzw_customer_support]

Hello, being on top of your service is vital, especially if you are attempting to return equipment from a disconnected 5G Home service.

For more details on our 5G Home Internet, check out our FAQs: https://www.verizon.com/support/using-5g-home-faqs/.

We sent you a Private Note. Please review at your earliest convenience.

~Gilbert

[Toddlmt]

Worthless link. Thanks for wasting time.

[MJWannabe75]

I guess I should feel somewhat comforted by the fact I'm not the only one who is dealing with this issue. Did your ever get resolution from Verizon? I am currently researching how to find a complaint (which Verizon is of course conveniently not providing the info to file a complaint) so my next step will be filing a complaint with the FCC.