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Verizon is asking me to return the router I bought to pay $100?

Verizon is asking me to return the router I bought to pay $100?

Contributor OldManJenkins
Posts: 1
Registered: ‎02-02-2019
Message 1 of 4

Just renewed and upgraded my FIOS account, I got a new router to replace my old one which I'd bought, but I'm being asked to return it? I confirmed the serial number they're expecting and it's definately the one I shelled out to buy, anyone else come across this? Anyone know if I return the new one they sent me the system is smart enough to figure out what's going on? Also if I do I don't want to be charged rent on my own router if I do send the new one back.


Asking here because I've had a nightmare trying to explain this on the phone to Verizon Customer Care. 


Any thoughts appreciated.



Platinum Contributor II Platinum Contributor II
Platinum Contributor II
Posts: 7,474
Registered: ‎11-04-2008
Message 2 of 4

Where did you buy the router from?

If it wasn't from Verizon, it is possible they have it listed as stolen.

If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer as Accepted Solution so others can see the solution to the problem.
Gold Contributor VII
Gold Contributor VII
Posts: 4,509
Registered: ‎10-18-2016
Message 3 of 4

If you google this situation it is quite common.

the problem is some customers will take a rented router and sell it on eBay or amazon other other sites. Most times the router is not listed as stolen and no issues.

other times it’s a Frontier flashed old Verizon router. Both are not usable on Verizon Fios.


if you can contact the seller have them take it back and send a new one. Of course if the seller knows these routers are listed as stolen no refund will be given.


you don’t have to return your purchased one to use Fios. But Fios may not activate service if you use the questionable one. Best you can do is get money back for other Fios router, purchase a Netgear or Asus or Archer Router which is never connected to Fios 



Moderator Moderator
Posts: 8,621
Registered: ‎03-18-2013
Message 4 of 4

Hi OldManJenkins,

Your issue has been escalated to a Verizon agent. Please check your Private Message Inbox for a message from Verizon_Support. You can find your Inbox by clicking on your username at the top right corner of this page. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.

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