Using wireless 5G Home Internet FAQs

To activate your new 5G Home Internet plan, you must reboot the Verizon Internet Gateway router. Here's how to reboot:

1. Unplug the device, wait 10 seconds and plug it back in. A pulsing, white light displays for about 3 minutes.
2. When the pulsing, white light turns solid, press and hold the WPS (pairing) button for 5 seconds, then release. This puts the router in Setup Mode. When a solid white LED light displays, your new plan is in effect.

If the solid white LED doesn't display, refer to Verizon Internet Gateway - Activate / Set Up Device.

Learn more about Verizon Internet Gateway status indicators.

Note: If you can't activate the 5G Home Internet plan or decide to keep the LTE Home Internet plan, you have 30 days to change back. You can change back to the LTE plan in My Verizon or by contacting us. After 30 days, whether you can change to the LTE plan will depend on service availability in your location.

Learn how to install and set up your Verizon 5G Home Internet.

Yes. Each device that connects to the Verizon wireless network has its own “phone” number. We create a mobile number for your router when you order Verizon 5G Home Internet:

• The router's number becomes active when we ship the equipment to you.
• You can’t use the router’s number to make calls or send/receive text messages.

Find your 5G Home Internet mobile number:

• In your confirmation email.
• On your bill where the 5G Home router is listed.
• Visit our Internet Home Devices Support page and choose your router to find support articles.

If 5G Home is the only device on your Verizon account, use this mobile number to sign in to My Verizon on your computer or the app for the first time after the installation is complete.

• Once signed in, you can create a User ID to sign in with instead of the mobile number.
• Learn how to set up a User ID in My Verizon.

You may be able to bring the 5G Home Internet equipment with you to a new address, but you must get our authorization first:

• Contact us before you move to confirm service availability and your setup options.
• If you move without our advance authorization we may not be able to provide service to you.
• Contact us before you move so we can check for 5G Home availability at your new address and make sure you have the right equipment.

Visit the Verizon 5G Home Internet Terms of Service for more information.

Learn how to cancel your Verizon 5G Home Internet service.

If you're moving, we can help you keep your account and reconnect service at your new address.

Use our online Movers service to help you take your Verizon 5G Home Internet service and equipment with you when you move:

• When you use Movers, you won't need to disconnect your current line and start a new Verizon account to reconnect your service.
• You get step-by-step instructions to help you move.

When you call us to cancel service, or your order or service is canceled:

• You must return the equipment in undamaged condition, within 30-days.
• If you don't, you may be charged an unreturned equipment fee.

Exception: If you have an outdoor receiver, we may tell you to leave in place and no need to return.

After you call to cancel, we'll send a box and postage-paid return label to the service address on your account:

• Allow up to 10 business days for these materials to arrive via USPS.
• Box up the router and/or receiver and power adapter (not cords/cables).
• Return via USPS within 30 days of canceling your service.

If you need another return kit, call us.

Important: If you return the equipment but don't cancel your 5G Home Internet service, you’ll still be charged for the service. To cancel service, call us.

Visit the Verizon 5G Home Internet Terms of Service for more information and equipment condition requirements.

5G Home Internet service has no annual contracts and we don't charge a disconnection fee. However, you must return the Verizon-owned equipment or you'll be charged a non-return fee.

Here are fees for non-return of home internet equipment:

Learn about condition and timeframe requirements for returns.

Important: If you return the equipment but don't cancel your 5G Home Internet service, you continue to be charged your monthly service fee.

Verizon Cloud is built with unlimited space to keep up with your digital world. As many as 5 users can save files across multiple devices in one easy-to-access account.

Verizon Cloud Unlimited gives you:

• Unlimited space to keep up with your digital world.
• Simplicity of one easy-to-access account for mobile and desktop to manage photos, videos or files storage for the entire household.
• Seamlessly share your favorite memories with family members regardless of their device choice.
• Peace of mind with continuous backup from the network you trust to help keep life's important moments safe and secure.

Learn more about Verizon Cloud Unlimited and how to use Verizon Cloud.

Note: If you have the 5G Home plan, you can buy Verizon Cloud Unlimited or Verizon Cloud 2 TB through your Services & Perks in My Verizon. (Verizon Cloud 600 GB is not available for 5G Home Internet customers.)

Verizon Cloud Unlimited is included when you have 5G Home Plus. Here's how to get Verizon Cloud Unlimited when you have 5G Home Plus:

1. Use these steps to register the new 5G Home Plus line in My Verizon.
2. Use a link below to download the Verizon Cloud app:
   1. Get the Mac desktop app or get the Windows desktop app.
      
      Important: If your account has both 5G Home Plus and a mobile phone line(s), you can only set up Verizon Cloud through the desktop app. Once set up, you can get Verizon Cloud on your smartphone by sending a member invite through the Verizon Cloud desktop app to your mobile number.
   2. Mobile - Verizon Cloud may already be installed on your mobile device. If not, download it: Apple® App Store®, Google Play™ (smartphones, tablets).
3. Use your new 5G Home line's My Verizon username and password to log into the Verizon Cloud desktop or smartphone app and set up your Verizon Cloud account.

The Verizon Cloud Unlimited subscription will be on the 5G Home Plus line on your account. Any existing Verizon Cloud subscription you may have on your mobile phone lines does not change.

However, if both:

• The 5G Home Plus line with the Verizon Cloud Unlimited subscription sends a "member" invitation to another line on the account that has an existing Cloud subscription; and
• That line accepts the invitation.

Then the existing Verizon Cloud subscription on the invited line is replaced with Verizon Cloud Unlimited subscription through your 5G Home Plus line.

Yes. If you have a 5G Home Plus line only (and no Verizon mobile service), you can use Verizon Cloud Unlimited. Follow these steps:

1. Use the My Verizon username and password to sign in to the Verizon Cloud apps on your smartphone or desktop.
2. Set up Verizon Cloud Unlimited.

Verizon Cloud Unlimited is automatically removed from your account if you either:

• Cancel your 5G Home Plus service
• Change to a Home Internet plan that doesn't include Verizon Cloud

Be sure to download your files to your computer or portable storage device before changing or canceling your Verizon Home Internet plan.

Note: After canceling 5G Home Plus service, you can restore access to your data by enrolling within 30 days in Verizon Cloud Unlimited or Verizon Cloud 2 TB through your Service & Perks in My Verizon. (Verizon Cloud 600 GB is not available when you have 5G Home Internet.)

Here’s how to tell which 5G Home Internet router you have.

Choose your device on our Device Troubleshooting page to get help with your home internet equipment.

To test your Home Internet speeds, connect to the router and then run a speed test online. Learn about router speed tests:

• Test internet speed in My Verizon app
• Test speed and signal strength in My Verizon website

Sign in to My Verizon app (not website) to find a good location for the 5G Home Internet router:

1. Go to the Account tab.
2. Tap on the Verizon Internet Gateway image.
3. From Line Details, scroll to Want to reposition this Gateway?
4. Follow the prompts.

If you’re setting up a replacement router, make sure the old one is plugged in while you begin to set up the new one, then:

1. Dial *611 from a Verizon mobile phone to activate the replacement router.
   1. Enter your 4-digit Verizon mobile account PIN and Internet Gateway mobile number (not your mobile phone number).
   2. After you've followed the call prompts, follow the setup instructions in the box.
2. If you need help setting up your replacement router, contact us.

Verizon wireless home internet routers have a Self-Optimizing Network feature (SON) turned ON by default:

• SON moves device connections as needed, between the 2.4 GHz and 5 GHz Wi-Fi signals:
  • With SON on, you see only the name and password of your 2.4 GHz band. 
    • Note: This is the same name and password that’s printed on the back or bottom of the router.
  • The 5 GHz band is still active and used by the SON, even though you don’t see it listed.
• SON automatically steers your connected device to the quickest path:
  • SON manages your device connection when you’re moving around the house.
  • If an element (such as a Wi-Fi extender) in your home Wi-Fi network goes down, SON re-routes to the best available connection.
• SON identifies and fixes Wi-Fi problems automatically, to improve performance.