Verizon 5G Home Installation FAQs

5G Home is currently available in limited areas of Sacramento, CA; Los Angeles, CA; Houston, TX; and Indianapolis, IN. Visit Verizon 5G Home to enter your home address and see if 5G Home service is available. If 5G Home is not currently available in your area, you will be able to enter your email address and your phone number so that we can notify you when 5G Home comes to your area.

Learn all about 5G Home installation including how to prepare and what to expect during installation.

For general information about 5G Home visit our 5G Home FAQs.

Preparing for 5G Home Installation

  1. What days of the week and hours of the day can I schedule my 5G Home installation?

    You will schedule the installation when you place your order for 5G Home service online. The installation can be scheduled Monday through Saturday at either 9:00 AM or 1:00 PM local time, 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 installation, 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.

  2. Is there a cut-off date or time when I cannot change or cancel the installation date and time of the 5G Home service and equipment?

    No. You can change the date and time or cancel the installation of the 5G Home 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.

  3. How do I change the date and time that the technician is scheduled to install 5G Home?

    You can reschedule your 5G Home installation 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 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 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 order and tap or click Reschedule.
    3. Enter your ZIP Code where 5G Home 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.

  4. Am I eligible for 5G Home if I rent my home or apartment?

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

  5. If I'm a renter or live in an area that has a Home Owners Association (HOA), what information do I need to provide to the rental company or HOA prior to my 5G Home installation?

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


    1. Name of the business: Asurion, authorized installer for Verizon.

    2. 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 (image below), 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.

     

  6. Will the Asurion technician visit my residence before installation to confirm if 5G Home signal strength is strong enough?

    An Asurion technician may visit your residence as early as 1-3 days before your installation 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.

5G Home Installation process

  1. What equipment will be installed at my home for 5G Home?

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

    • Indoor or outdoor 5G receiver*
    • 5G Router

    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.

  2. What will happen during the 5G Home installation?

    The Asurion technician will complete the following installation process for your 5G Home 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 Home Router. 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, 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 Home Router.

    • Demonstrate how you can use the My Verizon app to manage your router, such as how to restart it when you are away from home, and check the signal strength of the devices connected to the router.
  3. What will I need to do during the installation?

    • 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 Asurion technician.

    • Decide the location of your new 5G Home Router in your home.

    • Assign a name and password to your new 5G Home 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 network.

    • Provide credentials to unlock devices that need to be connected to 5G Home.

    • 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.
  4. Who is Asurion that will be doing the 5G Home installation?

    Asurion is a Verizon authorized vendor that provides technicians for installation of 5G Home. You can use CheckMyBadge.com to verify if the technician is an authorized employee of Asurion.

  5. What is CheckMyBadge.com?

    CheckMyBadge.com is a website to verify that the technician assigned to do the 5G Home installation is an authorized employee of Asurion before he/she enters your home. This is an optional step to help you feel more confident and comfortable when the Asurion technician arrives to install 5G Home. 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.

  6. What do I do if my 5G Home service and equipment doesn't appear on my account in the My Verizon app?

    If you do not see your 5G Home 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.

  7. The homeowners association where I live does not allow equipment to be installed on the outside of my home. What will happen if the 5G signal is not strong enough when the 5G receiver is installed inside my home?

    Unfortunately, we can't guarantee that our 5G Home service will be available at residences that only allow indoor installation of the router, 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.

Cancelling 5G Home

  1. What do I do with the 5G Home equipment if I cancel the service?

    Please return the indoor 5G Home equipment within 21 days after service cancellation, or you may be charged an unreturned equipment fee, which may be substantial. After you cancel the 5G Home service, you'll receive a prepaid return label, box and return instructions to ship back all your indoor 5G equipment, including all cords.

    If you have an outdoor 5G receiver, please leave it in place.

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

  2. Is there a cost to cancel or return the 5G Home equipment?

    No, when you cancel you can either request we send you a prepaid shipping box to return the equipment or you can request a professional to come uninstall your equipment and take it for you. 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.

  3. How long do I have to return the equipment?

    To avoid being charged for the equipment, you have 21 days after the service is cancelled to return the equipment. Refer to the Verizon 5G Home Terms of Service for more information.

  4. Will I be charged if I do not return the equipment?

    You may be charged for the equipment if it is not returned within 21 days after cancelling the service. Refer to the Verizon 5G Home Terms of Service for more information.

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