Wi-Fi Backup FAQs

To get Wi-Fi Backup, start by checking availability on our Verizon Wi-Fi Backup page. If service is available at your location, follow the prompts to order.

Yes. We send a link to download the Verizon Home app when your service order is confirmed.

Learn more about the Verizon Home app.

You'll see shipping and setup options when you order. Check the status of your Wi-Fi Backup order by either:

• Visiting the Order Status page. Use the order number and location code from our confirmation email.
• Signing in to My Verizon to view your orders.

When you order Wi-Fi Backup, we send you a router that's suited to the network coverage in your area. You can set up the router yourself. We'll send you a link to download the Verizon Home app to get started.

Watch our Wi-Fi Backup setup video.

Use the My Verizon app or website to manage your Verizon plan:

• View, understand and pay your bill anytime.
• Access support information and troubleshooting tools.
• Discover new products and special offers.

No. Wi-Fi Backup equipment and service are for use only at the qualified service address you gave us in your order.

Verizon Home Internet equipment and service is registered to your qualified service address and relocating your service requires Verizon authorization and address requalification. Unauthorized use or relocation may result in service interruption or termination. Learn more with our Terms of Service.

To discontinue your Wi-Fi Backup service you can do any of these:

• Visit the disconnect page in My Verizon to see if you're eligible to cancel your service online.
• Sign in to My Verizon. Choose Chat with us (in the My Verizon app use the "snowflake" icon). Type Cancel into the "Ask a question" box. Follow the prompts to disconnect your service or choose to chat with a live agent.
• Call Customer Service before disconnecting to see if you qualify for additional savings.

Important: Verizon owns the equipment provided with your plan, including the router. Upon termination of your order or service, you must return the Verizon-owned equipment within 30 days or you will incur an unreturned equipment fee of up to $300 per unit of equipment. Learn more about returning equipment and unreturned equipment fee(s).

When you order, we send you a link to download the Verizon Home app. The Verizon Home app features a user-friendly dashboard where you can start each 24-hour session. Make sure all account users are registered in My Verizon as Account Managers for easy session management.

You'll be alerted in the Verizon Home app that a 24-hour session has ended in the current bill cycle. You'll also see the number of unused 24-hour sessions remaining in the current bill cycle.

You get a Verizon Home app alert that Wi-Fi Backup sessions have ended until your next bill cycle.

Wi-Fi Backup will work in a power outage as long as you use a backup power source. We don't include a battery backup.

Choose the router on our Device Troubleshooting page to get help with Wi-Fi Backup. Here's how to tell which Wi-Fi Backup router you have.

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.
   2. Then enter your Wi-Fi Backup "phone" number.
   3. After you've followed the call prompts, follow the setup instructions in the box.
2. If you need help setting up the replacement router, contact us.