Verizon 5G Home Internet Professional Setup FAQs

You will schedule the professional setup when you place your order for 5G Home Internet service online. The professional setup can be scheduled Monday through Saturday at various appointment slots throughout the morning and afternoon, depending on availability.

Installation normally takes three to four hours (sometimes longer depending on home size and number of connected devices). Someone 18 years or older must be home during the installation.

When you schedule the professional setup, you can choose to receive a phone call or text message from the technician 30 minutes before the appointment to let you know they're on their way.

You'll receive a reminder email the night before; then the call or text reminder 30 minutes before the technician arrives.

No. You can change the date and time or cancel the professional setup of the 5G Home Internet service and equipment at any time prior to installation, including on the date of the installation. Once installation has begun, however, you cannot reschedule or cancel.

You can reschedule your 5G Home Internet professional setup on the My Verizon website if you're a new or existing Verizon customer. The installation can be scheduled up to 30 days after the current date.

If you're a new Verizon customer:

1. Go to the Order Status page.
2. Enter the 5G Home Internet order number and location code provided on the order confirmation email.
3. This will take you to the My Orders page in My Verizon or the My Verizon app, where you can reschedule the date and time of the installation.
4. Tap or click Reschedule.
5. Enter your ZIP Code where 5G Home Internet will be installed.
6. Select a new date and time for the installation.
7. Tap or click Next.
8. On the confirmation screen tap or click Done.

If you're an existing Verizon customer:

1. Go to the My Orders page in My Verizon.
2. Find the 5G Home Internet order and tap or click Reschedule.
3. Enter your ZIP Code where 5G Home Internet will be installed.
4. Select a new date and time for the installation.
5. Tap or click Next.
6. On the confirmation screen tap or click Done.

You will receive an email that confirms the new installation date of the service.

Yes, however we recommend you contact your landlord or homeowner prior to ordering 5G Home Internet to confirm there are no issues with having 5G Home Internet installed in your residence.

If you rent or live in an area that has an HOA, they may need to approve the installation of the 5G Home Internet receiver outside of your home. We recommend you contact your HOA before your scheduled 5G Home Internet professional setup date to confirm. HOAs commonly require the home owner to provide the following information for approval:

• Name of the business: Ask your technician for the name of the business doing the installation.
• Installation method: Similar to mounting a satellite dish, the 5G receiver will be mounted on a j-pole, which does require securing with either screws or bolts to the home. Wiring will be run to a grounding block, which will require wire harnesses to be attached/drilled every few feet. The grounding block also requires securing with either screws or bolts and is there to protect the equipment from lightning strikes. The grounding block will be connected to the house ground with a grounding wire, then the wiring will be run alongside the house to the point where it enters the home (this will require drilling). On the inside of the home, we will need to cut through the drywall and will cover with a plate for the internet connection.

A technician may visit your residence as early as 1-3 days before your 5G Home professional setup appointment to perform 5G signal testing outside of your home. In some cases, due to high demand, they may need to perform the signal test on the day of your installation.

The technician won't need to enter your home so you don't need to be home for this pre-installation survey. During the survey the technician will validate the 5G signal at your home and identify the best place to install the receiver. The survey may include leaning a ladder against your building, walking in your front yard, back yard or behind fences if necessary.

Two pieces of 5G Home Internet equipment will be installed at your home:

• Indoor or outdoor 5G receiver*
• 5G Internet Gateway

The type of receiver (indoor or outdoor) you get depends on the 5G signal strength. If needed, Wi-Fi extenders will be installed in the home, at no charge, to ensure adequate Wi-Fi coverage for the entire house.

*An indoor 5G receiver may be installed if you live in a multi-dwelling unit, such as an apartment or townhome.

The technician will complete the following installation process for your 5G Home Internet service and connect your devices:

• Verify and explain the areas in your home where the 5G signal is received.
• Conduct a test to determine whether the 5G receiver can be installed inside or outside your home. The strength of the 5G signal can vary inside and outside your home.
• Conduct a test of the Wi-Fi signal strength of each device throughout the house that is connected to the 5G Internet Gateway. A Wi-Fi extender may also be installed at no charge to strengthen the Wi-Fi signal throughout your house or for devices that have a weak Wi-Fi signal.
• Install the receiver, with your approval, either inside or outside on the side of your house.
• Depending on the locations of the receiver and the router/Internet Gateway, the technician may need to run wires through walls, floors or ceilings.
• Ensure that all your previously Wi-Fi connected devices are now connected to your Verizon 5G Internet Gateway.
• Demonstrate how you can use the My Verizon app to manage your router/Internet Gateway, such as how to restart it when you are away from home, and check the signal strength of the devices connected to the router/Internet Gateway.

• Someone 18 years or older must be present during the installation.
• Agree to the installation location of the 5G receiver based on the results of the signal test conducted by the technician.
• Decide the location of your new 5G Internet Gateway in your home.
• Assign names and passwords to your three new 5G Home Internet network. You may be able to reuse the network name and password of your existing Wi-Fi network or assign a new name and password to your new 5G Home Internet network.
• Provide credentials to unlock devices that need to be connected to 5G Home Internet.
• Provide written approval once the installation is complete.
• You may be asked to complete a brief questionnaire regarding your experience during the installation of 5G Home Internet.

CheckMyBadge.com is a website to verify that the technician assigned to do the 5G Home Internet professional setup is an authorized employee of the vendor before he/she enters your home. This is an optional step to help you feel more confident and comfortable when the technician arrives to install 5G Home Internet. You will need the badge ID number of the technician, which is provided in your email reminder the day before or morning of your installation.

If you do not see your 5G Home Internet service and equipment in the My Verizon app, you should update the app on your phone or tablet. Find out how to download/update the My Verizon app.

Unfortunately, we can't guarantee that our 5G Home Internet service will be available at residences that only allow indoor installation of the router/Internet Gateway, even if we accepted your order. The installation technician will conduct several tests to determine the strength of the service inside the home and decide whether it is available using the indoor receiver.

To avoid being charged for the equipment, you have 30 days after the service is cancelled to return the equipment. 

If you are moving to a new address and wish to continue using the 5G Home Internet service, then please contact us at (866) 217-2223 to confirm coverage and whether you can install it or need professional installation at your new address and to cancel your existing 5G Home internet service.

Once the service is canceled, you'll receive packaging and a postage-paid, addressed label to return the indoor equipment (router, indoor receiver, Wi-Fi extenders, etc.) to Verizon for free.

The outdoor receiver will remain where it was installed. If you need to remove the outdoor receiver, please call Customer Service to schedule the uninstallation.

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

There is no restocking fee or Early Termination Fee. Once the service is canceled, you'll receive packaging and a postage-paid, addressed label to return the indoor equipment (Internet Gateway, indoor receiver, Wi-Fi extenders, etc.) to Verizon for free. If you return the equipment and you don't cancel your 5G Home service, you will continue to be charged your monthly service fee.

When you cancel, the outdoor 5G receiver will remain on the building. If you need to have the receiver uninstalled, call Customer Service to schedule a time for a technician to uninstall it.