Verizon 5G Home Router FAQs

No. During installation, the technician will determine the optimum location to install your Verizon 5G Home Router so that the devices connected to 5G Home will have the fastest possible download and upload speeds.

You can check the 5G Home Router Troubleshooting Assistant tool to find ways to improve the signal.

You can find the following technical details about your Verizon 5G Home Router in the My Verizon website and app:

• IP address
• MAC address
• Router serial number
• Model/Type
• SIM number
• Software version

View step-by-step instructions on how to view your Verizon 5G Home Router technical details.

Yes. A mobile number is created for your account when you order Verizon 5G Home, but it's not active until 5G Home is installed. The installation technician will provide you with your number and show you how to sign in to the My Verizon website and app.

You can find your 5G Home mobile number in these places:

• In your confirmation email
• On your bill where the 5G Home Router is listed

If 5G Home is the only device on your Verizon account, you will use this mobile number to sign in to My Verizon on your computer or the app for the first time after the installation is complete. Once signed in, you can create a User ID to sign in with instead of the mobile number. Learn how to set up a User ID in My Verizon.

The Verizon 5G Home Router is currently not compatible with fax machines.

If you're moving to a new address, please call Verizon at (866) 217-2223 before you move to check for 5G Home availability at your new address, to cancel your existing 5G Home internet service, and to return your existing 5G Home indoor equipment. If 5G Home is available at your new address, then we'll schedule a technician to install the service and equipment.

Once the service is canceled, you'll receive packaging and a postage-paid, addressed label to return the indoor equipment (router, indoor receiver, Wi-Fi extenders, etc.) to Verizon for free. If you return the equipment and you don't cancel your 5G Home service, you will continue to be charged your monthly service fee.

The outdoor receiver will remain where it was installed. If you need to remove the outdoor receiver, please call Customer Service to schedule the uninstallation.

The 5 GHz signal is faster but reaches less distance and has weaker wall penetration. The 2.4 GHz signal is slower but reaches a greater distance with better wall penetration.

If you run a performance test to check the speed of your connected devices, the signal you're connected to will affect the results. For example, if a device in another room is connected to the 5GHz signal, the speed test results may show slower than expected because of the distance.

The Verizon 5G Home Router has three different networks, each having a unique name and password. Your devices will automatically connect to the correct network to provide the fastest data download and upload speeds, with less buffering.

View step-by-step instructions on how to change the name and password on a 5G Home Wi-Fi network.

It may take up to an hour for the new name and password to show in My Verizon. After the name(s) and password(s) are changed, you'll need to manually reconnect your Wi-Fi devices to the router using the new password.

If you forget the password for your Verizon 5G Home Router, you'll have to create a new one. For security purposes, you won't be able to retrieve your existing password.

View step-by-step instructions on how to change a 5G Home Wi-Fi network password.

You can share the password of your 5G Home guest network with others using the My Verizon app for iOS and Android™. When you choose to share your guest network password, your guest(s) will receive a text message with the password. The text message will not include the name of your guest network so you'll need to provide that to them.

View step-by-step instructions on how to share your 5G Home login credentials in the My Verizon app.

Yes, you can choose a nickname for your Verizon 5G Home Router to replace the name that shows on the My Devices page in My Verizon.

View step-by-step instructions on how to change your Verizon 5G Home Router nickname.

Yes, you can run a speed test to check the upload and download data speeds of 5G Home in the My Verizon website and app. You need to be connected to your Verizon 5G Home Router to run the speed test.

View step-by-step instructions on how to run a speed test on your Verizon 5G Home Router.

Need help understanding your speed test results? Learn what the speed test terms mean.

Refer to the definitions below for help understanding your speed test results:

• Download speed: The speed of the connection when downloading data from the best available server to your device.
• Upload speed: The speed of the connection when uploading data from your device to the best available server.
• Average speed: The amount of data that is sent between you device and the best available server per second.
• Peak speed: The speed of the fastest measurement session within the speed test.
• Ping / Ping time: The total time it takes data to get from your device, to the best available sever, and back.
• Mbps: Million (1,000,000) bits per second.
• Gbps: Billion (1,000,000,000) bits per second.

You can restart your router, even when you're away from home, in the My Verizon website and app.

View step-by-step instructions on how to restart your Verizon 5G Home Router.

Yes. However, most issues can be resolved using the 5G Home Router Troubleshooting Assistant tool.

If it's necessary for a technician to come out, we'll repair and maintain the equipment at our expense, unless we determine that you misused, abused or intentionally damaged the equipment, in which case, you'll have to pay the replacement cost.