Frequently Asked Questions
FiOS Basics Questions
FiOS Basics Answers
Verizon FiOS Internet Service is a broadband service designed to provide Internet access with maximum connection speeds up to 50 Mbps downstream and 25 Mbps upstream, depending on where you live. FiOS is provided on our state-of-the-art fiber-optic network. The consumer plans include a standard suite of services including access to newsgroups, up to 9 Verizon.net email accounts, online services, and 10 MB of personal Web space. Optional services are also available for a fee.
Connection speeds are between your location and the Verizon central office serving your location. Actual download and upload speeds will vary based on numerous factors, such as the condition of wiring at your location, computer configuration, Internet and network congestion, and the speed of website servers you access, among other factors. Speed and uninterrupted use of the service are not guaranteed. Where higher upstream speeds are available, a hard wired connection is required to achieve maximum upstream speeds.
Back to Top Verizon FiOS Internet Service is the fastest and most powerful connection we've ever offered. With FiOS, you have the choice of several plans to meet your needs. We offer downstream connection speeds (the speed that data is transmitted to your computer) up to 50 Mbps. We offer upstream speeds up to 25 Mbps in some locations.
Connection speeds are between your location and the Verizon central office serving your location. Actual download and upload speeds will vary based on numerous factors, such as the condition of wiring at your location, computer configuration, Internet and network congestion, and the speed of website servers you access, among other factors. Speed and uninterrupted use of the service are not guaranteed. Where higher upstream speeds are available, a hard wired connection is required to achieve maximum upstream speeds.
Back to Top Connection speed is the speed that data is transferred between your computer and the Verizon Central Office during your initial connection to Verizon FiOS Internet Service.
Throughput speed refers to the rate that information is transferred to and from your computer. "Download" or "downstream" refers to the speed at which you receive data from the Internet. Examples of receiving or downloading are reading a Web page, downloading a program, or receiving email. "Upload" or "upstream" refers to the rate that information is transferred from your computer to the Internet. Examples of sending or uploading are sending email or files.
Back to Top When you connect to the Internet using Verizon FiOS, the speeds that you will experience will vary based on a variety of factors, including the following:
- Configuration of your computer
- Home networking configuration, number of home computers and other networked equipment using the available bandwidth at the same time
- Network or Internet congestion
- Server and router speeds of the Web sites you access
- Condition of the wiring at your location
- A hard wired connection is required to achieve maximum upstream speeds.
Back to Top The Verizon Fiber Solutions Center (FSC) provides live technical support 24 hours a day, 7 days a week. Online tutorials, user guides, frequently asked questions (FAQs), and our extensive online help site are also available at http://fioshelp.verizon.com.
Back to Top Availability Questions
Availability Answers
Eligibility for Verizon FiOS Internet Service is based on your service address, not your telephone service. When checking your phone number, we associate it with your address to verify eligibility. You can check availability for your location here.
Back to Top Laying fiber in your neighborhood is just one step in bringing you the latest in broadband. We are also working to update our serving offices and systems to provide you FiOS. Seeing us in your neighborhood is a good sign we will be offering FiOS Internet Service soon, but the exact timeframe varies on the other work still being completed. Make sure you are on our future notification list by qualifying your phone number or address and look for FiOS information in the mail.
Back to Top Part of bringing you the fiber-optic technology of FiOS is laying the fiber lines in your community. We make every attempt to do this with no harm to your property and do work within the public easements as required. During this build process, damage can sometimes occur, but we will replace any displaced landscape and will work with our customers to remedy any issues to their satisfaction. If you see us in your neighborhood, you can help us avoid potential problems by marking any underground sprinkler systems, electronic fencing, etc. that may cross the areas we are working in. If you have experienced any issues, please contact our contractor at the number that was left at your home when we started the build process. If you don't have this information, you may contact your local business office for appropriate contact information for your area.
Back to Top No. Verizon FiOS Internet Service is based on your service address, not on a telephone number. Service is not available in all areas, but we are continuing to build out our network. You can add your information to the Future Notification Form when you check if you qualify and we will let you know when FiOS becomes available at your address.
Back to Top No! We offer Verizon FiOS Internet WITHOUT Verizon local phone service for anyone who does not have or want home phone service. Find out if you can get it right now by checking your address.
Back to Top Installation Questions
Installation Answers
Prior to ordering your new Verizon FiOS Internet Service, please check to make sure that your computer meets our system requirements. Our system can verify or you can print instructions on how to manually check all of your computers. When you place your order for FiOS Internet Service, you will schedule an appointment time for a Verizon technician to come to your home to conduct the installation process.
Depending on your location we may need to bury the new fiber optic cable from our terminal to your home. This will typically take place prior to your installation date, and you are not required to be present for this portion of the installation.
On the day of installation, in most homes, our technicians will need to install an Optical Network Terminal or ONT, either on the inside or outside of your home, if one doesn't already exist. As a safety feature in case of a power outage, the ONT is equipped with a Battery Backup Unit that will be installed inside your garage or home.
In apartments or condominiums, the ONT and Battery Backup Unit may be installed in a central location within your building, or it they may be installed inside your home. In addition, in some apartments or condominiums, an additional modem may be installed, and filters may be placed at each phone jack.
If necessary, our technician will also install special data wiring and any required wall jacks, along with installing and configuring your router on your primary computer.
Back to Top Installation time can vary based on a number of factors, but we recommend that you reserve about four to six hours for the Verizon Technician to complete the installation of your Verizon FiOS Internet Service. If you have asked for multiple computers to be configured on your order, add an additional 30 minutes per computer. A person 18 years of age or older must be present for the full installation visit.
Back to Top The professional installation for most homes and apartments includes installation of any required network equipment such as the Optical Network Terminal (ONT) and Battery Backup Unit. The battery back-up unit provides approximately 8 (eight) hours of voice service in the event of a power outage. A power outlet should be available nearby for the battery back-up unit. On the day of your installation, our technician will review the placement of all equipment with you when he/she arrives at your home. Our technician will also evaluate the wiring in your home to determine if any existing coaxial or special data wiring, (CAT5 wiring), can be used. If necessary, we will install coaxial or CAT5 from the ONT to your router. The technician will also install any required wall jacks. Depending on your home's layout, the technician will install data wiring through the basement or attic, or along baseboards. Upon arrival, your Verizon technician will review the installation process with you.
In some apartments or condominiums, the ONT and Battery Backup Unit will be installed in a central location within your building, and installation of new data wiring may not be necessary. Your technician will review all details of your installation prior to beginning work on your installation date.
As part of the installation, we will also activate your FiOS Internet service, configure your Verizon Online-provided router and connect and configure one computer. Installation for the primary computer is free with a one-year term and $79.99 with our month-to-month plans. Additional computers can be configured for $89.99 each, which includes the connection and set up, as well as any wiring needed. Please ensure your computers meet our system requirements for the speed plan you've ordered prior to your installation date.
Back to TopYou can purchase a 12-Volt, 7.2 AH SLA Lead Acid battery from most consumer electronics specialty or home improvement retailers.
Back to TopYour Verizon FiOS Internet Service will be up and running after you complete the registration process on the day of your installation. Prior to leaving, the Verizon technician will ensure you are getting the best performance possible by checking your computer settings and updating them if necessary, along with showing you some of the key benefits of FiOS.
Back to Top Equipment Questions
Equipment Answers
As part of your Verizon FiOS Internet Service, you will receive a wireless router. Existing FiOS TV customers will use the router provided with their TV service. Your router will enable you to create a home network so that multiple computers can be online at the same time. Your router also contains special diagnostic software that can help us trouble-shoot and correct problems should you experience trouble with your Internet Service. You will need to use the Verizon router with your FiOS Internet service.
In addition, new equipment will be installed at most homes for the Verizon FiOS network. An Optical Network Terminal (ONT) will be installed either on the inside or outside of your home, if one doesn't already exist. The ONT is typically installed near where your current Network Interface Device is mounted. The ONT power supply will need to be plugged into an indoors electrical outlet, so please ensure that an outlet is located within 150 feet of where the ONT will be installed. A Battery Backup Unit will also be installed inside your home or garage, and it should be located no more than 50 feet from the ONT.
Note: In some apartments or condominiums, the ONT and Battery Backup Unit will be installed in a central location within your building, not inside your home.
Back to TopYou can purchase a 12-Volt, 7.2 AH SLA Lead Acid battery from most consumer electronics specialty or home improvement retailers. Please note that this Verizon-supplied battery is designed specifically for use with the Verizon FiOS network. Use of any other type of battery is not recommended since it may impact the performance of your FiOS services. Verizon is not responsible for damages resulting from using the wrong kind of battery.
Back to TopYes. Verizon FiOS Internet Service offers you the ability to create a home network so that multiple computers can be online at the same time. If this is a new FiOS installation, you will receive a wireless router with your order and you will need to use the Verizon router with your service.
Back to Top Depending on the speed plan you ordered, your current adapters may or may not work. We recommend 802.11g adapters for all speeds.
If you do not have adapters, need additional adapters or those you currently have do not meet our requirements, Verizon offers both PCMCIA and USB adapters.
Back to Top No. At this time you need to use the broadband routers provided by Verizon that have been approved to work specifically with Verizon FiOS Internet Service. These routers contain special diagnostic software that can help us troubleshoot and correct problems should you experience trouble with your Internet connection.
Back to Top Returning FiOS Equipment Questions
Returning FiOS Equipment Answers
If you decide to cancel your service before completing one year, you will need to return the Verizon router or pay an equipment fee of $99.99.
Back to Top The equipment fee is in addition to the $149 Early Termination Fee charged if you committed to a 2-Year Agreement or $99 Early Termination Fee if you committed to a 1-Year Agreement. No additional fees apply if you are on a month to month arrangement.
Back to Top You will be sent a pre-paid return label to use for returning your Verizon router. Please do not discard this label as it is your only proof of return. Just follow the Return Instructions on the reverse side.
Back to Top If you have any questions about returning your Verizon router, please call 1-800-722-5543.
Back to Top Billing Questions
Billing Answers
Yes. Verizon FiOS Internet Service monthly charges are in addition to your monthly telephone service charges from Verizon.
Back to Top Charges for your voice services will appear in the same place as they appear today. Your Verizon FiOS Internet Service charges will appear on the Verizon Online portion of your bill. If you do not have voice service with Verizon, your credit card will be billed for your monthly FiOS charges.
Verizon FiOS Internet Service is billed one month in advance, so your first statement will include prorated charges for the current month, as well as a charge for the following month.
Back to Top Monthly charges are prorated according to the number of days you are billed for during your 30-day billing cycle. For example, if you changed speed plans during the middle of your billing cycle, your statement should contain a charge for the old plan (according to the number of days in your bill cycle that you were on the old rate plan) and the new plan.
Back to Top Account Info for Current Verizon Services (Phone & High Speed Internet) Questions
Account Info for Current Verizon Services (Phone & High Speed Internet) Answers
No. You will not need an additional phone line. Verizon FiOS does not require a phone line to operate.
Back to Top Yes. Verizon FiOS Internet Service does not affect your other telephone services and features. Certain telephones, answering machines and other telephone equipment not meeting industry standards may not work with service provided on the Verizon FiOS network.
Back to Top Yes. Your current phone features will work just as they do today. Verizon FiOS Internet Service will not affect Caller ID, Voice Mail, or features like Call Waiting. Certain telephones, answering machines and other telephone equipment not meeting industry standards may not work with service provided on the Verizon FiOS network, however.
Back to Top Yes. If you have multiple billing accounts, please call your local business office to place your order and inform the representative that you have multiple accounts. Placing your order online will not guarantee that all accounts will be migrated to fiber.
Back to Top Yes. All fiber-compatible voice services will be migrated to the FiOS network as part of your installation. We will inform you if any of your services are not compatible. If you receive multiple bills for your services at the same location, however, please call your local business office to place your order and inform the representative that you have multiple accounts.
Back to Top Yes. You can keep your same email address when you upgrade to Verizon FiOS Internet Service from Verizon Online High Speed Internet. During the registration process for FiOS Internet Service, you will need to indicate that you are an existing Verizon Online customer and already have a Verizon Online User Name and Password. By inputting that information, your current account information will migrate to your new FiOS account.
Back to Top Once your home address qualifies for Verizon FiOS Internet Service, you can upgrade your service and take advantage of the most advanced applications on the Web today. You will be able to maintain your same email address and other great Internet features.
Back to Top To learn if you are able to keep your Verizon FiOS Internet Service when you move to a new location, call our Verizon FiOS specialists at the number listed on your Verizon bill for details.
Back to Top No. At this time you need to use the broadband routers provided by Verizon that have been approved to work specifically with Verizon FiOS Internet Service. These routers contain special diagnostic software that can help us troubleshoot and correct problems should you experience trouble with your Internet connection.
Back to Top Yes. FiOS is compatible with VoiceWing and other VoIP offerings that just require a broadband connection. Depending on the VoIP service you have, some settings may need to be updated on your equipment in order to work the same way it did on your prior broadband connection. Each provider is unique and most operate in a "plug & play" environment with FiOS Internet Service.
Back to Top Features Questions
Features Answers
Verizon FiOS Internet Service consumer plans include 10 MB of personal Web space. The consumer offers do not permit customers to host any type of server, personal or commercial.
Back to Top Yes. Verizon offers remote Internet access (mobility), so when you are away from your primary connection, you can dial-up and access the Internet and your email. Additional charges apply.
Back to Top Verizon FiOS Internet Service includes up to nine Verizon.net email accounts. Multiple email accounts allow other household members to have their own private email accounts or you can have personal and business email accounts. You can set up your additional email boxes with our account management tool.
Back to Top Your broadband service from Verizon Online includes a free subscription to TrueSwitch software which can forward all of your emails from your old account to your new account for up to 30 days. It even copies over all your old emails and contacts.*
TrueSwitch lets your friends and family know you've moved by sending out email messages informing them of your new email address.
* Accounts may be copied from the following ISPs using the TrueSwitch ISP migration services, furnished by Esaya, Inc: AOL, ATT Worlnet, AT&T yahoo, Charter, Comcast, Compuserve, Cox, Earthlink, Gmail, Juno, Mac.com, MSN/Hotmail, Netscape, OptOnline, PeoplePC, Yahoo email accounts; TrueSwitch is subject to Esaya's Terms of Service and other conditions. Available to Windows PC users only; see additional service and account restrictions when you sign up.
Back to Top Windows VistaTM Questions
Windows VistaTM Answers
The operating system testing for Vista has not been finalized. We expect that Vista will be compatible with all FiOS Internet speeds.
Back to Top Your FiOS Internet service should not be affected. If you should experience problems with usability after upgrading your PC, go to Microsoft's Vista link at http://support.microsoft.com/ph/11732 or for Microsoft contact numbers go to http://support.microsoft.com/oas/default.aspx?gprid=11732.
Back to Top Your FiOS Internet service should continue to operate with existing equipment; however, the testing for Vista has not been finalized.
Back to Top The operating system testing for Vista has not been finalized; however, Verizon Yahoo! for FiOS software and browser are not compatible with Vista at this time.
Back to Top Vista will be supported in the same fashion that Verizon supports existing Operating Systems. We will help answer questions around setting up mail client, firewalls, as well as assisting with basic connectivity to the Internet. All other technical questions should be directed to Microsoft.
Back to Top Verizon is currently updating its Online Help and support tools. If you have questions around connectivity and setting up FiOS service and Verizon email accounts, please visit http://fioshelp.verizon.com. For questions regarding Vista, contact Microsoft at www.microsoft.com.
Back to Top Verizon is actively testing Vista and we will assist in answering questions around setting up mail client, firewalls, as well as assisting with basic connectivity to the Internet. All other technical questions should be directed to Microsoft. For questions regarding your home network's compatibility with Vista go to www.microsoft.com, click on Latest Releases, go to Help & Support, and click on Windows Vista Upgrade Advisor for a diagnostic summary.
Back to Top Verizon FiOS routers are compatible with Vista. Please note we only support those routers provided by Verizon.
Back to Top Verizon is currently working to ensure compatibility for Vista with Verizon Games on Demand, the Verizon Internet Security Suite and Verizon Online Back-up & Sharing. NOTE: Verizon will not issue service credits for Vista incompatibility.
Back to Top AOL General Information Questions
AOL General Information Answers
If you're already an AOL member, you can continue using your AOL screen name, email, instant messaging, software, and security tools just as you do now. Once you've selected Verizon FiOS Internet Service, you will be given the option to use your existing AOL screen name. You also will be able to keep any secondary screen names as well.
You can continue accessing your AOL email either from your existing AOL software, or from the AOL.com Web site. Remember, even if you're changing how you connect to the Internet, your AOL email address, software and security are yours to keep for as long as you'd like to use them.
Back to Top After you've placed your FiOS order, you'll be able to select AOL during the installation process.
Back to Top No. Using AOL is not required for your Verizon FiOS Internet Service.
Back to Top AOL System Requirements Questions
AOL System Requirements Answers
The minimum system requirements are:
- Windows 98 or higher
- 166 MHz Pentium class processor or higher
- 32MB RAM (64MB recommended)
- 205MB hard drive space
- 800x600 screen resolution or higher (1024x768 recommended)
Back to Top Yes. You can access AOL email, instant messaging, content and features from any Internet-connected computer at www.aol.com. You can also install free AOL software for Macs by visiting http://downloads.channel.aol.com/macproducts.
Back to Top AOL Security & Features Questions
AOL Security & Features Answers
AOL's powerful Parental Controls automatically help safeguard your children from contacting strangers, accessing inappropriate content or using the Internet without your supervision.
Parental Controls include these important features:
- You decide whom your children receive mail from and IM with, and which Web sites they may visit.
- Activity Reports sends you an email report detailing which Web sites your kids visited while using the AOL service, which sites they were blocked from visiting, and how many emails or IMs they sent.
- Online Timer lets you decide how long, and when, your kids can go online with AOL.
- Monitored Chat Rooms let children and teenagers chat safely in fully supervised kids' chat rooms.
Having an always-on Internet connection means that anyone in your home can access the Internet from your computer at any time. AOL's Internet Access Controls help prevent a Web-savvy child or teenager from bypassing Parental Controls.
Back to Top The AOL® Safety and Security Center is the most comprehensive set of free, automatically updating security tools -- protecting your whole PC, not just e-mail:
- Always-on, always up-to-date virus protection
- Automatic protection from known phishing sites* when you sign on with your screen name to the AOL® service
- Spyware protection that scans more powerfully and faster than ever
- A security barrier between your computer and the Internet with AOL® Firewall
The AOL Safety and Security Center is included at no additional charge with your membership and can be downloaded at AOL Keyword: Safety or www.aol.com/safety.
*Not available to AOL® My eAddress users.
Back to Top Yahoo! General Information Questions
Yahoo! General Information Answers
Verizon Yahoo! for FiOS is a premium software service that gives you online protection, mailing and sharing tools from the world's #1 email service, plus, instant messaging and premium photo services, entertainment options, and advanced customization tools to tailor the Internet to your needs and interests.
Back to Top No. Verizon Yahoo! For FiOS is provided at no additional charge to you beyond your monthly FiOS Internet Service charge. However, there are premium services, such as downloadable games and music that can be purchased through Yahoo!. After your Verizon Yahoo! for FiOS software is installed, you can review these through Yahoo! and can sign up for them using your credit card.
Back to Top Whether you download and use the Verizon Yahoo! for FiOS software is completely up to you. Using this software is not required to use your FiOS Internet connection.
Back to Top Verizon FiOS Internet Service is your high-speed Internet connection, whereas Verizon Yahoo! for FiOS is the software that gives you access to the Yahoo! portal and the features and services provided by Yahoo!.
Back to Top A service technician will come to your home to install Verizon FiOS Internet Service. Verizon Yahoo! for FiOS is included as part of the installation process on your primary computer.
If you do not sign up for Verizon Yahoo! for FiOS at the time of your time installation, you will still be able to sign up at later date. Instructions will be available through Verizon Central at www.verizon.net/verizoncentral, "My Account".
Back to Top A service technician will come to your home to install Verizon FiOS Internet Service. Verizon Yahoo! for FiOS is included as part of the installation process on your primary computer. If you are already a Verizon FiOS Internet Service customer and want to get Verizon Yahoo! for FiOS, visit Verizon Central at www.verizon.net/verizoncentral and go to "My Account" for instructions on how to download the software.
Back to Top Yahoo! System Requirements Questions
Yahoo! System Requirements Answers
Verizon Yahoo! for FiOS is made to run efficiently on today's most popular computers. To use Verizon Yahoo! for FiOS, the minimum requirements are:
- Minimum 650 MHz or faster Intel Pentium Processor or equivalent
- Minimum 64 MB of RAM (128 MB recommended)
- Minimum 125 MB of free hard drive space
- CD-ROM or DVD drive
- Windows XP or Vista
Verizon Yahoo! for FiOS supports Macintosh for portal access but not all client services such as the Yahoo! browser, Yahoo! Messenger, etc.
- Minimum 650 MHz or faster Intel Pentium Processor or equivalent
- Minimum 128 MB of RAM
- Minimum 100 MB of free hard drive space
- CD-ROM or DVD drive
- Macintosh OS X 10.2 or higher
Back to Top Verizon Yahoo! for FiOS supports Macintosh for portal access but not all client services such as the Yahoo! browser, Yahoo! Messenger, etc.
Back to Top Yahoo! Security & Features Questions
Yahoo! Security & Features Answers
Verizon Yahoo! for FiOS offers free Parental Controls and some of the best anti-spam tools online to help parents manage the sites and content children have access to on the Internet. Verizon Yahoo! for FiOS Parental Controls will help by providing you with fully customizable powerful filtering tools and useful Internet safety tips. These controls can be set for many different age ranges and can be activated by the account holder and applied to each individual user of the service.
You can find out more about Parental Controls by accessing the My Services area from within your Verizon Yahoo! for FiOS Home Page. Yahoo!'s Parental Controls have recently been awarded The National Parenting Center Seal of Approval and iParenting Media's Hottest Products Award.
Back to Top Verizon Yahoo! for FiOS offers free email AntiVirus protection and computer AntiVirus to help protect from known viruses that may enter through downloads, file sharing or CDs. Many virus protection software products will remove dangerous email attachments, should you try to open them. Verizon Yahoo! for FiOS takes virus protection one step further, by helping to prevent known viruses from even making it into your inbox in the first place.
With Verizon Yahoo! Anti-Spy, you can identify and remove unwanted programs on your computer -- programs that may be serving you "pop-up" ads, tracking your online behavior and even slowing your computer's performance. You will also have the option to install a free Firewall software package which will help block the most common unauthorized access attempts to your computer. You will be able to find out more about these services by accessing the My Account area from within your Verizon Yahoo! for FiOS Home Page.
Back to Top Verizon Yahoo! Mail offers powerful protection through SpamGuard Plus, which redirects junk mail into a customer's bulk mail folder. Additionally, Verizon Yahoo! for FiOS members can further improve the effectiveness of the spam filtering capability by tagging those messages that are considered spam. Over time, the Verizon Yahoo! for FiOS spam filters learn what you personally consider to be spam and will become that much more effective in keeping junk mail out of your inbox.
In addition, Verizon Yahoo! offers AddressGuard, a premium spam feature that allows you to create hundreds of disposable email addresses. This comes in handy particularly when you need to provide your email address to people and companies you have no history with. Instead of giving out your permanent email address, you can give out a disposable email address. That way, if the disposable email address is abused in any way, you can simply eliminate it to stop the spam from reaching your inbox.
Back to Top If you already have a "you@yahoo.com" email account, you can continue to access your mail separately if you wish. However, we highly recommend you give your existing you@yahoo.com account all the benefits of your new Verizon Yahoo! for FiOS. This can be done at no additional charge by linking your "you@yahoo.com" account with your new Verizon Yahoo! for FiOS account during the registration process. Verizon Yahoo! Mail users will also be able to receive messages from multiple email accounts (including @verizon.net and @yahoo.com accounts) in a single inbox.
Back to Top Yes! You'll find many tools to quickly and easily change the content, colors, and layout of your Verizon Yahoo! Home Page.
Back to Top