Verizon had an outage? Here’s what to do
Summary: Fios outage credits are requested through the Fios line or the app once the outage is logged; wireless outage credits are less common but worth requesting for a documented network outage. When Verizon service goes down you can request a prorated credit for the days you had no service.
Why Verizon had an outage
- An internet or phone outage lasting hours or days.
- Repeated service interruptions.
Calling Verizon: what to expect
Verizon’s line is 1-800-922-0204; wireless billing support is typically staffed daily, roughly 8am–9pm local time; Fios has its own line and hours.
To reach a person: the assistant asks for the mobile number or account PIN, then say "billing" and then "dispute a charge" or "question about my bill", then say "representative" if it offers to text you a link instead. Menus change — if yours does not match, say "representative" at any prompt.
Self-service runs through My Verizon app (https://www.verizon.com); and you may see these names on your paperwork: My Verizon, Verizon Fios, Verizon Up.
Step by step: what to do
- Note the outage dates and times and any outage tickets you opened.
- Call Verizon at 1-800-922-0204 (the assistant asks for the mobile number or account PIN, then say "billing" and then "dispute a charge" or "question about my bill", then say "representative" if it offers to text you a link instead) and request a prorated credit for the downtime.
- If denied, escalate and file an FCC complaint.
Common mistakes to avoid
- Not asking for a credit — it is rarely applied automatically.
What to say when you call Verizon
- I had an outage and I’m requesting a prorated credit for the days my service was down.
Verizon-specific things to know
- Fios outage credits are requested through the Fios line or the app once the outage is logged; wireless outage credits are less common but worth requesting for a documented network outage.
- Credits are prorated for the days of the outage; ask for the outage ticket number to reference.
- Verizon Wireless and Verizon Fios are separate accounts, systems and phone lines — a Fios billing dispute goes to the Fios number, not the wireless one.
- Wireless bills include per-line fees, device payment plans and taxes; a jump is often a device promo credit dropping off or a plan change.
- My Verizon shows a line-by-line bill comparison against last month, which is the fastest way to find the change.
- Verizon offers outage credits on Fios and, more rarely, on wireless; you have to request them.
Know your rights
You are entitled to itemized billing, to dispute charges you did not authorize, and to credits for service outages on many plans.
Regulator: the Federal Communications Commission (FCC). If the provider will not resolve it, file an FCC consumer complaint and dispute unauthorized charges with your bank.
If Verizon will not move, the escalation paths that carry weight:
- Ask for the retention (loyalty) team; it can credit and reprice beyond what front-line billing offers.
- File an FCC informal complaint online; Verizon must respond in writing within 30 days.
- For Fios (a wired service), your state Public Utility Commission also takes complaints.
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Frequently asked questions
Can I get credit for an Verizon outage?
Usually yes, prorated for the time you were without service — but you have to request it. Reference any outage tickets you opened.
Do I call the same Verizon number for Fios and wireless?
No. Wireless is 1-800-922-0204; Fios has its own support number listed on your Fios bill and in the app. The two accounts do not share systems.
Where do I see what changed on my Verizon bill?
My Verizon shows a month-over-month bill comparison by line item; that usually pinpoints the change before you call.
How do I reach a Verizon person?
Say "representative" to the phone assistant, or use My Verizon chat. Ask for retention if billing cannot fix it.