The only way to cancel 5G home internet…
Putting this here because when I was searching around, I couldn’t find a clear answer. Hope this helps someone.
- Verizon stores / in-person reps are not allowed to cancel your 5G Home Internet. You have to do it over the phone.
-I had no luck calling the help line to cancel. A store rep advised me to call Verizon pretending to be a potential customer to get me to a phone rep, who would then be able to do it— but I felt bad trying that.
You gotta cancel it through the Verizon support chat. It’s the only way I found that worked after trying two different stores and calling the help line 4 times.
Update: went to Verizon to drop off my equipment after receiving my cancellation confirmation email but it was not showing as canceled. Apparently the required drop off Verizon location was 1.5 hours away from me so, while in a different Verizon store being assisted by representatives, I was given a special line to a phone Verizon representative who then re-canceled my internet and set my current store as the drop off and deleted my account. But then for some reason verizon only had my gateway on the now deleted account (not the extender) meaning the in store reps could not take the extender back— so after speaking with phone support via the special line again, they are physically mailing me a return label to return the extender by mail. Current status as of EOD May 12 2026– I’m only down the gateway but not the extender and feeling like I am probably going to get a call in 8 or so months asking for equipment back that I will have certainly retuned by that point (because that it all I want yo be able to do) and have very much gone to Timbuktu to attempt to return.