Verizon Reviews & Complaints

Verizon reviews and complaints cover mobile service, wireless devices, prepaid plans, 5G and LTE Home Internet, Fios fiber internet, television, home-phone service and business connectivity. Many customers praise Verizon for network coverage, reliable service in their area, device selection, Fios performance and convenient account tools. Other customers report serious problems involving billing, trade-in promotions, customer service, outages, account security, device returns or cancellation.

The details matter because Verizon operates several different services and support departments. A mobile billing complaint may require a different route from a Fios outage, prepaid problem, unauthorized account, trade-in issue or business-service complaint.

This Zero Stars guide examines recurring positive and negative themes in Verizon customer feedback. You can also share your own experience and rate Verizon from -5 stars to +5 stars.

As of August 28, 2026, Zero Stars has nine published Verizon reviews and an overall rating of -4.4 stars.

This is a strongly negative result. However, nine reviews are a small sample compared with Verizon’s overall customer base. The rating summarizes experiences submitted to Zero Stars and does not establish that every Verizon customer will have the same experience.

Complaint Themes in Current Zero Stars Reviews

• Trade-in promotional credits: Reviewers report that promised device credits were missing or lower than expected.
• Repeated customer-service contacts: Several reviewers describe speaking with multiple representatives without reaching a final resolution.
• Billing after device returns: One reviewer reports continued charges after returning phones.
• Unauthorized accounts: A reviewer says an unfamiliar Verizon account was placed in collections under their name.
• Store transactions: One reviewer alleges that a sales interaction involved misleading information and improper access to payment details.
• Fios service problems: A reviewer describes television pixelation, intermittent sound and unsuccessful support contacts.
• Price and account changes: A longtime customer reports rising charges and increasingly difficult support experiences.
• Outside equipment: One reviewer reports difficulty notifying Verizon about damaged or exposed equipment near a residence.

These statements represent individual experiences and allegations submitted by reviewers. Zero Stars has not independently verified every disputed charge, transaction or interaction.

Although most reviews on the current Zero Stars listing are negative, positive Verizon feedback on other platforms commonly focuses on coverage, network performance, Fios speeds, device selection and employees who resolve problems efficiently.

Wireless Coverage and Network Performance

Many customers choose Verizon because it provides dependable calling and data service in the places they live, work or travel. Positive reviews may mention reliable coverage, strong indoor performance, useful rural service or stable data during ordinary use.

Coverage can vary by address, building construction, terrain, congestion, device, plan and available network technology. A national coverage claim does not guarantee the same performance inside every home, workplace or vehicle.

Fios Internet Speed and Reliability

Where available, Fios fiber internet can appeal to customers who want fast downloads, strong upload performance and a wired connection for streaming, remote work, gaming or connected devices. Positive reviews often focus on consistent service and avoiding the limitations of older cable or copper connections.

Actual performance still depends on the subscribed tier, router, Wi-Fi conditions, household equipment and whether the issue is inside or outside the home.

Mobile App and Online Account Tools

My Verizon allows customers to view bills, manage lines, review device payments, check data use, change eligible features, troubleshoot service and access support. Customers who can complete routine tasks without calling may find these tools convenient.

Digital tools are less helpful when an account is locked, a promotion was not attached correctly or a problem requires a specialist with authority to correct billing or account records.

Device Selection and Upgrade Options

Verizon offers major smartphone brands, tablets, watches, hotspots and connected devices. Customers may value trade-in promotions, installment payments, upgrade choices and access to both physical stores and online ordering.

Promotional satisfaction depends on whether the customer understands the qualifying device, plan, trade-in condition, credit schedule and effect of canceling or changing service.

Helpful Store and Support Employees

Some customers praise representatives who explain a bill, complete an activation, fix a device problem or stay involved until a complaint is resolved. A knowledgeable employee can make a substantial difference when a new account, device transfer or Fios installation becomes complicated.

Negative Verizon reviews frequently involve a disagreement about what was promised, what appeared on the bill and what happened after the customer requested help. These reports describe individual experiences and allegations; they do not mean that every customer will encounter the same problem.

Trade-In Credits and Device Promotions

Trade-in promotions are the most consistent complaint theme in the current Zero Stars reviews. Customers report being promised substantial credits toward new phones but later receiving smaller credits, higher monthly charges or no promotional adjustment.

A promotional trade-in value may be applied through monthly bill credits over the period stated in the offer rather than as one immediate discount. Eligibility can depend on the device, plan, trade-in condition, purchase channel, account status and continued service.

Before Sending a Trade-In Device

1. Save the complete promotion and eligibility requirements.
2. Confirm the qualifying phone, plan and trade-in device.
3. Ask whether the value is a one-time credit or monthly bill credits.
4. Confirm what happens if the plan changes, the new phone is paid off early or the line is canceled.
5. Photograph the old device from every side and while powered on.
6. Record the IMEI and serial number.
7. Remove personal accounts, data and activation locks.
8. Save the submission number and estimated value.
9. Obtain a store receipt or shipping receipt.
10. Track the shipment until Verizon records delivery.

Verizon says completed trade-ins are generally final, meaning the old device ordinarily cannot be returned after it has been submitted. Review the current Verizon trade-in FAQs before surrendering a device.

If a Verizon Promotional Credit Is Missing

1. Check the trade-in status through My Verizon.
2. Confirm that the correct device was received and appraised.
3. Compare the original promotion with the current plan and account.
4. Ask whether the promotion is attached to the correct line.
5. Request a trade-in or promotion investigation.
6. Provide the submission ID, receipt, tracking number and original offer.
7. Ask for a case number and written explanation.
8. Review later bills until the promised correction appears.

Billing Increases and Unexpected Charges

A Verizon bill can include more than the advertised plan price. Charges may involve service for each line, device installments, insurance, connected watches or tablets, streaming perks, international use, activation fees, taxes, surcharges, late charges and promotional credits.

Billing complaints often arise when a discount expires, an Auto Pay requirement changes, a line or perk remains active, a promotion disappears or a recent account change creates a partial-month charge.

Compare the current bill with at least one previous statement. Review every line separately and identify the exact date and amount of the change. Ask the representative which account action generated the charge and request written confirmation of any credit or correction. A verbal promise is not complete until the adjustment appears on the account.

Customer Service and Repeated Transfers

Several Zero Stars reviewers describe long contacts, repeated transfers, inconsistent explanations, automated-support problems or promised corrections that did not occur. Other customers report a helpful representative who solved the problem quickly.

Use the department that matches the service, give a brief timeline and state the desired resolution. Ask the representative to review existing notes instead of opening an unrelated case, and obtain a confirmation number before ending the call or chat.

Wireless Outages, Coverage and Slow Data

Wireless complaints may involve no service, dropped calls, delayed messages, slow data, congestion, an area outage or performance that differs from the coverage map. Before replacing a device or resetting important settings, check Verizon’s network-status tools and determine whether the problem affects one line, the entire account or other Verizon users nearby.

Record the location, date, time, device, signal indicator and services affected. Test calls, messages and data separately. Avoid deleting an eSIM unless Verizon specifically instructs you to do so.

Prospective customers should check the Verizon coverage map, ask people nearby about current performance and test the service during the applicable return period.

Unauthorized Accounts, SIM Changes and Number Transfers

An unauthorized account, SIM change or telephone-number transfer should be treated differently from an ordinary billing disagreement. Contact Verizon immediately if service disappears unexpectedly or the account shows a device, line, order, password reset or address change you did not authorize.

For an account takeover or unauthorized account activity, call 1-888-483-7200. For an unauthorized number transfer or port-out, call 1-888-844-7095. Customers with a working Verizon mobile phone can also dial *611.

A stolen telephone number may allow someone to intercept verification messages for email, banking and other important accounts. Secure affected accounts, change passwords and contact financial institutions when necessary.

Store Sales and Authorized Retailer Complaints

A Verizon-branded location may be a Verizon Company Store or an independently operated Authorized Retailer. Return procedures, management escalation and access to Verizon account systems can differ.

Keep the full store address, receipt, written quote, promotion, device agreement and name of the company printed on the paperwork. If the complaint concerns a sales promise, ask Verizon to compare the original order, account notes, plan and promotion requirements.

Fios and Home Internet Problems

Verizon offers Fios fiber service as well as 5G and LTE Home Internet. Complaints may involve outages, slow speeds, weak Wi-Fi, television picture or sound problems, technician delays, unexpected visit charges, cancellation or returned equipment.

Identify the exact product because the equipment, network and support routes differ. For Fios, check whether Verizon reports an outage, confirm that the router and Optical Network Terminal have power, test a wired connection when possible and record equipment-light patterns or error messages.

Before accepting a technician appointment, ask whether a visit charge could apply. Save the appointment confirmation and repair-ticket number.

Device Returns and Exchanges

Return complaints may involve restocking fees, damaged-device decisions, delayed processing, missing packages or continued device charges. Returning a phone does not automatically cancel its wireless line.

Before returning a device, back up and erase personal information, disable activation locks, photograph the condition and record the IMEI or serial number. Keep the detailed return receipt and tracking information until Verizon records the return and the next bill is correct.

Review Verizon’s current return and exchange procedures because the window, eligibility rules and fees can change.

Cancellation, Final Bills and Equipment Returns

Mobile cancellation can affect remaining device balances, monthly promotional credits, connected-device lines, insurance, perks and the final bill. Do not cancel a line before another carrier completes a requested number transfer.

Before canceling mobile service, review every device-payment balance, confirm whether promotional credits will stop, identify watches or tablets that need separate action and request the effective disconnection date in writing. Verizon says mobile cancellation generally takes effect on the final day of the billing period.

Fios customers should confirm the final service date, final bill, any early termination obligation and every router, set-top box or other device that must be returned. Verizon currently states that applicable rented Fios equipment should generally be returned within 30 days after disconnection to avoid an unreturned-equipment charge.

1. Choose the correct department. Use 1-800-922-0204 for mobile, 5G Home or LTE Home concerns; 1-800-837-4966 for Fios and home services; or the applicable specialized number.
2. Gather account records. Save current and previous bills, orders, promotion terms, receipts, trade-in records, device-return tracking and previous case numbers.
3. Create a brief timeline. Identify what was promised, what occurred and when the problem began.
4. State the requested resolution. Ask clearly for restored service, a repaired line, corrected bill, promotional credit, trade-in investigation, refund, cancellation or written decision.
5. Request a case number. Record the contact date, department and promised follow-up.
6. Save written records. Keep chat transcripts, emails, screenshots, callback confirmations and shipping records.
7. Ask for supervisor review. Reference the existing case and explain what the first representative could not resolve.
8. Confirm the outcome. Review later bills and account records to make sure the promised correction was completed.
9. Review the applicable customer agreement. Mobile, Fios and other Verizon services may have different notice and dispute requirements.
10. Use a formal complaint route when appropriate. Verizon provides a Notice of Dispute process for unresolved eligible matters. Consumers may also consider the FCC Consumer Complaint Center for unresolved telephone or internet-service concerns. This is general information, not legal advice.

For Verizon mobile, Fios, prepaid, outage, trade-in, cancellation and account-security routes, see the updated main Verizon customer service guide on CSN. For current headquarters addresses, corporate telephone numbers and escalation information, see the main Verizon corporate office page on COH.

A statement entry such as VZWRLSS*IVR VN 800-922-0204, VZWRLSS BILL PAY or VERIZON WRL MY ACCT is most likely connected to a Verizon Wireless payment. The number 1-800-922-0204 is Verizon’s verified mobile account and billing number.

The description alone does not identify the Verizon account, wireless line, device, bill or payment method involved. Compare the amount and date with My Verizon payment history, Auto Pay records, bank bill-pay activity and payments made by other authorized account members.

The VZWRLSS charge guide on ChargeOnMyCard.com explains common statement variations and verification steps. If nobody authorized the transaction, contact the issuer of the affected card or bank account and Verizon through verified official channels.

A detailed review helps readers distinguish a coverage problem from a billing, promotion, Fios, store or account-security complaint. Consider including:

• The service involved: mobile, prepaid, Fios, 5G Home Internet or another Verizon product
• The approximate date and general service area
• The plan, device, promotion or equipment involved
• Whether a Verizon Company Store or Authorized Retailer was involved
• What was represented at the time of purchase
• What appeared on the bill or account
• The support channel or department contacted
• Whether Verizon provided a case, ticket, trade-in or return number
• How long the response or repair took
• Whether the promised credit, refund, callback or correction occurred
• What Verizon did well or could have handled better

Zero Stars uses a color-coded rating scale from -5 stars to +5 stars. Consider coverage, reliability, pricing, sales information, billing, equipment, support and final complaint resolution when choosing your rating.

A short outage followed by clear communication may justify a different rating from missing trade-in credits, continued billing or an account-security problem that remains unresolved after repeated contacts. Explain both what happened and how Verizon responded.

Verizon competes with AT&T, T-Mobile, Xfinity Mobile, Spectrum Mobile, UScellular, regional carriers and mobile virtual network operators. Fios and Verizon Home Internet also compete with Xfinity, Spectrum, AT&T Fiber, Cox, Frontier, Optimum, T-Mobile Home Internet and local fiber providers.

Wireless shoppers should compare actual local coverage, total monthly cost, device financing, trade-in-credit schedules, hotspot terms, international service and support access. Home-internet customers should compare technology, upload and download speeds, equipment, installation, data policies, price changes, outage history and cancellation procedures.

Additional company listings are available in the Internet and TV service reviews category on Zero Stars.

Verizon may appeal to customers who receive strong coverage in their area, want access to a large wireless network, value current device choices or can obtain Fios fiber service. It may be less attractive to consumers who prioritize the lowest monthly price, simple promotional terms or a support structure with fewer departments.

The strongest positive Verizon reviews focus on dependable coverage, fast Fios service, useful account tools and employees who solve problems efficiently. The most serious complaints focus on a gap between the sales promise and bill, a missing trade-in credit, repeated service failures, account-security events or unsuccessful escalation.

Before switching, save the complete offer, calculate the total cost after promotional periods, verify coverage and service availability, and understand how device credits or equipment returns work.

Call 1-800-922-0204 for Verizon mobile account, billing, device, 5G Home and LTE Home support. Verizon mobile customers can also dial *611.

Call 1-800-VERIZON / 1-800-837-4966 for Fios internet, television and home-phone service.

Call Verizon’s account-takeover and unauthorized-activity number at 1-888-483-7200. Secure your Verizon login and review other important accounts if the telephone number or device may have been compromised.

Call 1-888-844-7095 immediately. Customers with an active Verizon mobile phone can also dial *611.

Use Verizon’s wireless network-status tools or the separate Fios home-service outage page. Sign in to My Verizon for information connected to the affected account and address.

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

Verizon currently states that applicable rented Fios equipment should generally be returned within 30 days after disconnection to avoid an unreturned-equipment charge. Follow the instructions supplied for the specific account and keep the receipt.

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

No. Zero Stars is an independent review website and is not affiliated with Verizon Communications Inc. Publishing a review can help other consumers understand your experience, but an account-specific problem must be handled through Verizon or an appropriate consumer agency.

Information reviewed and updated August 2026. Zero Stars review counts, ratings, plans, prices, promotions, equipment, contact details and support procedures can change. Verify current information through Verizon before purchasing, canceling or submitting private account information.