Verizon Customer Service: Billing, Outages & Complaints

Verizon customers may need assistance with a wireless outage, Fios internet problem, disputed bill, missing promotional credit, trade-in, damaged device, international service, canceled line, equipment return, unauthorized account change, or unresolved complaint.

The correct support route depends on whether the issue involves Verizon mobile, prepaid service, Fios, 5G Home Internet, a device purchase, account security, or international travel. Below are Verizon’s primary support options, practical resolution steps, customer-review sentiment, and related consumer resources.

Verizon contact information reviewed and updated in June 2026.

Verizon Customer Service Help by Issue

• Verizon wireless billing or account problem: Call Verizon Wireless Customer Service, dial *611 from a Verizon phone, or use My Verizon.
• Wireless outage or no service: Check Verizon’s network-status tool before repeatedly restarting or resetting the device.
• Fios internet, television, or home-phone problem: Contact Verizon Home Services or use the Fios outage and troubleshooting tools.
• Unexpected bill increase: Compare the current bill with the prior statement and identify plan, device, perk, tax, fee, or promotional-credit changes.
• Missing device-promotion credit: Review the promotion requirements, trade-in status, qualifying plan, and whether the required number of billing cycles has passed.
• Trade-in problem: Locate the submission identification, shipping record, device IMEI, and original promotional offer.
• Lost or stolen phone: Try to locate the device, suspend the Verizon line, and file an insurance claim when applicable.
• Unauthorized SIM change or account takeover: Contact Verizon immediately through its account-security channels.
• Unauthorized number transfer: Contact Verizon’s port-out fraud department immediately.
• Canceling mobile service: Confirm the billing-cycle end date, device balances, promotional credits, connected-device lines, and final bill.
• Moving a number to another carrier: Generate a Number Transfer PIN and do not cancel the Verizon line before the transfer completes.
• International travel problem: Contact Verizon’s International Support Team and confirm that an international plan is active.
• Prepaid account problem: Use Verizon Prepaid Customer Service rather than the postpaid billing department.
• Unresolved complaint: Keep the case numbers, request supervisor review, and use Verizon’s written dispute process when ordinary support does not resolve the issue.

How To Contact Verizon

• Verizon Wireless Customer Service: 1-800-922-0204
• From a Verizon Wireless Phone: Dial *611
• Verizon Fios and Home Services: 1-800-VERIZON or 1-800-837-4966
• Verizon Prepaid Customer Service: 1-888-294-6804
• International Support From Outside the United States: +1-908-559-4899
• Account Takeover and Fraud Prevention: 1-888-483-7200
• Unauthorized Number Transfer or Port-Out Fraud: 1-888-844-7095
• National Accessibility Customer Service: 1-888-262-1999
• Verizon Support: Verizon Support Center
• Contact Verizon: Phone, Chat and Callback Options
• My Verizon: Manage a Verizon Account
• Check Wireless Network Status: Verizon Network Status
• Check a Fios Outage: Verizon Home Service Outages
• Find a Verizon Store: Verizon Store Locator
• Corporate Phone: 1-212-395-1000
• Corporate Headquarters: 1095 Avenue of the Americas, New York, NY 10036
• Official Website: Verizon.com

Important: Verizon’s automated chat tools may be available around the clock, but live telephone hours vary by department, support topic, and customer location. Check the official contact page for the hours shown for your specific issue.

Verizon Wireless Outages and No-Service Problems

Before changing account settings or replacing a device, check whether Verizon has identified a network problem in the area.

How To Check a Verizon Outage

1. Open Verizon’s network-status page.
2. Enter the address or location where the problem is occurring.
3. Check whether Verizon reports a known issue.
4. Sign in to My Verizon for account-specific troubleshooting.
5. Record when the outage began and which lines are affected.
6. Save screenshots of any outage notice or restoration estimate.

If Verizon does not report an outage, test whether the problem affects one device, every line on the account, or other Verizon customers in the same area.

Before Contacting Technical Support

• Restart the phone or connected device
• Turn Airplane Mode on and off
• Confirm that the account and line are active
• Check for a device software update
• Confirm that cellular data is enabled
• Test calls, texts, and data separately
• Record any error message
• Check whether the problem occurs in several locations
• Remove and reinsert the physical SIM when appropriate
• Avoid deleting an eSIM unless instructed by Verizon

When contacting support, explain whether the problem affects voice calls, text messages, mobile data, voicemail, one line, or the entire account.

Verizon Billing Problems and Unexpected Charges

A Verizon bill may change because of a new plan, expired discount, device payment, insurance, international use, activation fee, perk, late charge, tax, surcharge, or loss of a promotional credit.

How To Review a Verizon Bill Increase

1. Compare the current bill with the previous statement.
2. Review the section explaining changes from the prior month.
3. Check each mobile line separately.
4. Review device-payment balances.
5. Look for removed or expired discounts.
6. Check international calls, texts, and data.
7. Review insurance, perks, and third-party subscriptions.
8. Confirm whether a promotional credit is missing.
9. Check whether a recent account change caused a prorated charge.

Ask the Verizon representative to identify the exact line item, date, and account change responsible for the increase. Request a case number and save any chat transcript.

What To Have Before Disputing a Charge

• The billing date
• The exact disputed amount
• The affected mobile or home-service line
• The prior bill or quoted price
• The order or transaction number
• The promotion terms
• Store receipts or screenshots
• Trade-in tracking information
• Previous case numbers
• The specific correction or credit requested

Continue paying undisputed charges when appropriate while the disputed portion is being reviewed. Review the applicable Verizon customer agreement for billing-dispute deadlines and procedures.

Missing Verizon Promotional Credits

Device promotions may provide monthly bill credits over a specified period rather than one immediate discount. Eligibility can depend on the device, plan, trade-in, account status, purchase channel, and continued service.

Why a Promotional Credit May Be Missing

• The first credit has not yet reached the account
• The trade-in has not been received or inspected
• The device or plan did not qualify
• The line was moved to a nonqualifying plan
• The device was paid off early
• The line was canceled or transferred
• The promotional device was returned or exchanged
• The trade-in description did not match the received device
• The promotion was not attached correctly at purchase
• The account became past due

How To Document a Promotion Complaint

Keep:

• The advertisement or promotion screenshot
• The original order confirmation
• The qualifying plan name
• The trade-in submission identification
• The device IMEI
• The shipping receipt and tracking number
• The expected monthly credit
• The promised number of billing cycles
• The store representative’s written quote when available

Ask Verizon to confirm whether the promotion is attached to the line, whether the trade-in was validated, and when any missing credits should appear.

Verizon Trade-In Problems

Trade-in complaints may involve a missing shipment, reduced appraisal, rejected device, lost promotional value, or credit that has not appeared.

Verizon states that account trade-in credits may take one or two billing cycles after the promotion requirements are satisfied. A Verizon gift card may follow a different processing schedule.

Before Sending a Trade-In Device

• Photograph the front, back, and sides of the device
• Record the IMEI or serial number
• Photograph the device while powered on
• Remove personal accounts and activation locks
• Back up and erase personal data
• Remove the SIM card
• Use the supplied return instructions
• Save the shipping receipt
• Track the shipment until delivery

Do not send unrelated accessories unless Verizon’s instructions specifically request them. Trade-in devices generally cannot be returned to the customer after the trade-in is completed.

How To Escalate a Trade-In Complaint

1. Check the trade-in status online.
2. Confirm the device was delivered.
3. Ask whether it was inspected and accepted.
4. Request the reason for any reduced value.
5. Confirm whether the issue affects market value or promotional value.
6. Ask Verizon to open a trade-in investigation.
7. Keep the investigation or case number.
8. Request written confirmation of the decision.

Lost or Stolen Verizon Phones

If a Verizon phone is lost or stolen, act promptly to protect the account and telephone number.

1. Use Apple Find My, Google Find My Device, or the applicable device-location service.
2. Lock the device remotely when possible.
3. Suspend the Verizon line through My Verizon.
4. Change important passwords if the phone was unlocked or compromised.
5. Contact Verizon Customer Service if you cannot access My Verizon.
6. File an insurance claim when the device has eligible coverage.
7. Report theft to local law enforcement when appropriate.
8. Keep the IMEI, serial number, and police-report number.

Suspending service is temporary and is different from permanently canceling a line. Review the suspension deadline and reconnect or replace the device before the line is automatically disconnected.

Verizon Fraud, SIM Swaps, and Account Takeovers

Contact Verizon immediately if you receive an unexpected notice about a SIM change, device change, password reset, new line, equipment order, or number transfer.

Unauthorized SIM or Device Change

Call 1-800-922-0204 or dial *611 from a Verizon phone. After normal telephone hours, sign in to Verizon chat and request a live agent.

Unauthorized Port-Out or Number Transfer

If Verizon reports that your number was transferred to another carrier without permission, call 1-888-844-7095 immediately.

Verizon Account Takeover

If someone took control of a Verizon account or used it to make unauthorized changes, call Verizon Fraud Prevention at 1-888-483-7200.

Identity Theft and Unauthorized New Accounts

Use Verizon’s online fraud-claim process when someone opened a Verizon wireless, Fios, or business account using your identity. Keep copies of any identity-theft report, police report, credit report, Verizon notice, and supporting documents.

Suspicious Verizon Emails and Text Messages

• Forward suspicious Verizon emails to phishing@verizon.com.
• Forward suspicious text messages to 7726, which spells SPAM.
• Do not provide a password, account PIN, Social Security number, or one-time code.
• Do not install remote-access software at an unexpected caller’s request.
• Contact Verizon using the app, official website, or number printed on the bill.

Verizon International Travel Problems

Customers traveling outside the United States may encounter roaming charges, no service, data restrictions, calling-format problems, or an international plan that was not activated as expected.

Verizon’s International Support Team can be reached from outside the United States at +1-908-559-4899.

Before Traveling

• Check coverage for the destination
• Review TravelPass or available international plans
• Confirm the plan for every line being used
• Check whether the phone is compatible
• Enable roaming when the plan requires it
• Review international voice, text, and data rates
• Confirm Wi-Fi Calling settings before leaving
• Save the International Support number

If the Phone Does Not Work Abroad

1. Restart the phone.
2. Confirm that Airplane Mode is off.
3. Check that data roaming is enabled when appropriate.
4. Review the international plan in My Verizon.
5. Check whether a local network is selected.
6. Try manual network selection when instructed.
7. Use Wi-Fi to access My Verizon or contact support.
8. Call International Support from another phone if necessary.

International charges can vary by destination, service, plan, and usage. Review the current rates before using cellular data, making calls, or sending messages.

Canceling Verizon Mobile Service

Canceling a line can affect device-payment balances, promotional credits, connected watches or tablets, insurance, perks, and the final bill.

Before Canceling

• Review the billing-cycle end date
• Check every device-payment balance
• Confirm whether promotional credits will stop
• Review smartwatch, tablet, hotspot, and connected-device lines
• Check subscriptions and perks billed through Verizon
• Download important bills and account records
• Confirm how the final bill will be delivered
• Request written cancellation confirmation

Verizon currently states that a mobile cancellation generally becomes effective on the final day of the billing period rather than the day the cancellation is requested. Remaining device balances may become due, and device promotional credits may end.

To cancel, call Verizon Customer Service or sign in to My Verizon, open chat, type Cancel, and follow the prompts.

Transferring a Verizon Number to Another Carrier

Do not cancel the Verizon line before the new carrier completes the number transfer. Canceling too early can cause the number to be lost or require the line to be reactivated.

How To Get a Verizon Number Transfer PIN

• Dial #PORT from the Verizon phone and follow the link
• Generate the PIN through My Verizon
• Contact Verizon Customer Service if online generation is unavailable

The Number Transfer PIN is temporary and should be provided only to the new carrier or an authorized account member. Number Lock must be turned off before a line can be transferred.

After the new carrier completes the transfer, verify that:

• The correct telephone number transferred
• Calls, texts, and data work on the new carrier
• Any connected-device lines were separately canceled when necessary
• The Verizon account generated a final bill
• No unwanted lines remain active

Verizon Fios Outages and Internet Problems

Fios customers should use Verizon’s home-service outage page and account troubleshooting tools before scheduling a technician.

Before Contacting Fios Support

• Check for a reported service outage
• Confirm the router and Optical Network Terminal have power
• Restart the router according to Verizon’s instructions
• Test a wired connection when possible
• Check more than one device
• Record router-light patterns
• Run speed tests at different times
• Record television or home-phone error messages

Ask support to check the optical signal, account provisioning, equipment status, and outage history. Before accepting a technician appointment, ask whether any visit charge may apply.

Canceling Fios and Returning Equipment

Contact Verizon Home Services or sign in to My Verizon and type Cancel in chat to begin the Fios cancellation process.

Questions To Ask When Canceling Fios

• What is the effective disconnection date?
• Will the final bill be prorated?
• Does an early termination fee apply?
• Which equipment must be returned?
• What is the equipment-return deadline?
• Will Verizon provide a return reference number?
• How will a credit balance be refunded?

Verizon currently requires customers disconnecting Fios service to return applicable Verizon equipment within 30 days to avoid unreturned-equipment charges.

Fios Equipment-Return Tips

1. Contact Verizon to start the return process.
2. Ask Verizon to identify every device that must be returned.
3. Photograph the equipment and serial numbers.
4. Take the equipment to the instructed UPS Store location.
5. Make sure each serial number is scanned.
6. Obtain and retain the return receipt.
7. Watch for Verizon’s return-confirmation email.
8. Check the final bill for unreturned-equipment charges.

If Verizon bills for returned equipment, provide the return date, UPS receipt, tracking details, serial numbers, and Verizon return confirmation. Ask for an equipment-research case number.

Verizon Store and Authorized Retailer Complaints

A Verizon-branded store may be a Verizon Company Store or an independently operated Authorized Retailer. Return policies, transaction access, and management escalation may differ.

Document:

• The complete store address
• Whether it was a Company Store or Authorized Retailer
• The visit date and approximate time
• The representative or manager’s name
• The device, plan, or promotion discussed
• The written quote or receipt
• The terms you believe were promised
• The resolution requested

Products purchased from an Authorized Retailer may need to be returned to that retailer rather than directly to Verizon. Review the receipt and seller’s return policy.

If the complaint involves a sales promise, ask Verizon to compare the original order, account notes, qualifying plan, device agreement, and promotional requirements.

How To Escalate an Unresolved Verizon Complaint

1. Contact the correct department. Wireless, prepaid, Fios, international, fraud, and accessibility issues use different support routes.
2. State the requested resolution. Ask for a billing correction, restored credit, service repair, refund, cancellation, trade-in investigation, or written explanation.
3. Request a case number. Record it with the date and representative’s name.
4. Save written records. Keep chat transcripts, receipts, emails, screenshots, and shipping records.
5. Ask for supervisor review. Explain what the first representative could not resolve.
6. Keep contacts connected. Reference the existing case instead of opening multiple unrelated complaints.
7. Request the decision in writing. This is particularly useful for billing, promotions, trade-ins, and account-security claims.
8. Review the applicable agreement. Wireless and Fios services may have different dispute procedures and notice requirements.
9. Use Verizon’s Notice of Dispute process when appropriate. This is a formal step and is different from ordinary customer service.
10. Consider an outside complaint. Depending on the issue, options may include the FCC, a state public-service commission, consumer-protection office, or another regulator.

Before Filing a Formal Complaint

Prepare:

• A concise timeline
• The account and affected line
• Case numbers
• Copies of disputed bills
• Promotion or contract terms
• Store receipts
• Trade-in or equipment-return records
• Chat and email correspondence
• The exact resolution requested

Do not include passwords, full Social Security numbers, complete card numbers, account PINs, or one-time verification codes in a public complaint.

For corporate information, visit the Verizon Corporate Office Headquarters page.

Verizon Customer Reviews and Complaint Sentiment

At the time this page was updated, the CustomerServiceNumbers.com rating module displayed a Verizon rating of 2.0 out of 5 stars based on two reviews.

Visible customer submissions discuss:

• Store sales promises and advertised device offers
• Problems accessing My Verizon
• Auto Pay setup difficulties
• An unexpectedly high initial bill
• Service interruption and outages
• Using an iPhone while traveling internationally
• Older Fios buffering and internet-performance concerns

This is a very small sample and includes submissions from different years. It should not be interpreted as a current rating of every Verizon store, network area, Fios market, product, or customer-service department.

The reviews are most useful for identifying the types of problems that caused customers to seek assistance. New reviews should explain which Verizon service was involved, which department was contacted, and whether the issue was resolved.

What To Include in Your Verizon Review

• Whether the issue involved wireless, prepaid, Fios, or 5G Home Internet
• The type of problem: billing, outage, promotion, trade-in, cancellation, fraud, or equipment
• The approximate date and service area
• Whether a Verizon Company Store or Authorized Retailer was involved
• The support channel used
• Whether Verizon opened a case
• How long it took to receive a response
• Whether a promised credit, refund, or callback occurred
• Whether the problem was ultimately resolved

Verizon Frequently Asked Questions

What is the Verizon Wireless customer-service number?

Verizon Wireless Customer Service can be reached at 1-800-922-0204. Verizon customers can also dial *611 from a Verizon mobile phone.

What is the Verizon Fios customer-service number?

Verizon Fios and Home Services can be reached at 1-800-VERIZON or 1-800-837-4966.

Does Verizon provide live telephone support 24 hours a day?

Not for every department. Verizon offers automated chat around the clock, but live telephone hours vary by support topic and customer location. Check Verizon’s official contact page for current availability.

How do I check whether Verizon is down?

Use Verizon’s wireless network-status tool or the separate Fios home-service outage page. Sign in to My Verizon for account-specific information.

How do I report a lost or stolen Verizon phone?

Try to locate and remotely lock the phone, then suspend the line through My Verizon. Call Verizon Customer Service if you cannot access the account.

How do I report an unauthorized Verizon account change?

For an account takeover or unauthorized account activity, call 1-888-483-7200. For an unauthorized number transfer, call 1-888-844-7095.

What is Verizon’s international-support number?

Customers traveling outside the United States can reach Verizon’s International Support Team at +1-908-559-4899.

How do I cancel Verizon mobile service?

Call Verizon Customer Service or sign in to My Verizon, open chat, type Cancel, and follow the prompts. Review device balances, promotional credits, connected-device lines, and the final bill before canceling.

Should I cancel Verizon before transferring my number?

No. Keep the Verizon line active until the new carrier completes the number transfer. Canceling first may cause the telephone number to be lost or require reactivation.

How do I get a Verizon Number Transfer PIN?

Dial #PORT from the Verizon phone or generate the PIN through My Verizon. Turn off Number Lock before starting the transfer.

How long do I have to return Fios equipment?

Verizon currently requires applicable Fios equipment to be returned within 30 days of service disconnection to avoid unreturned-equipment charges.

How do I complain about a Verizon store?

Identify whether the location is a Verizon Company Store or Authorized Retailer. Keep the receipt, promotion, employee or manager name, and requested resolution, then contact the store manager and Verizon Customer Service.

Where is Verizon headquartered?

Verizon Communications Inc. lists its corporate headquarters at 1095 Avenue of the Americas, New York, New York 10036. The corporate telephone number is 1-212-395-1000.

Related Wireless and Internet Customer Service Pages

• AT&T Customer Service
• T-Mobile Customer Service
• Xfinity Customer Service
• Apple Customer Service
• Verizon Corporate Office Headquarters

Related Consumer Resources

• Identify an Unknown Verizon or Wireless Charge
• Check a Suspicious Verizon Call, Text, or Email
• Read and Share Company Reviews
• Find Chat and Online Customer Support Options

Why Trust CustomerServiceNumbers.com?

CustomerServiceNumbers.com has helped consumers locate support information and share customer-service experiences since 2004. We independently organize contact options, common customer problems, complaint information, review sentiment, and practical resolution steps.

Our goal is not simply to repeat a phone number. We help consumers determine whether an issue belongs to Verizon Wireless, Verizon Prepaid, Fios, fraud prevention, international support, a Company Store, or an Authorized Retailer.

Reviews may be moderated for spam, profanity, and personally identifiable information while preserving the reviewer’s original meaning.

Share Your Verizon Experience

Have you contacted Verizon about a wireless outage, Fios problem, billing increase, device promotion, trade-in, cancellation, international service, account takeover, or store complaint?

Leave a rating and review below. Include the Verizon service involved, support channel used, whether a case was opened, how long it took to receive assistance, and whether the issue was resolved.

Your experience may help another customer determine whether to contact wireless support, Fios, prepaid service, fraud prevention, international support, a store manager, or a formal escalation channel.

Disclaimer: CustomerServiceNumbers.com is an independent consumer website and is not affiliated with Verizon Communications Inc., Verizon Wireless, Verizon Fios, or any Verizon retailer. Verizon does not provide customer support through this website. Contact Verizon directly regarding accounts, service, billing, devices, trade-ins, outages, fraud claims, cancellations, or equipment.