Smart Home Support FAQs

General Information

  1. What is Smart Home Support?

    Smart Home Support provides technical support and protection for the most common electronic products in your home, like your flat screen TV, laptop and gaming consoles.

    With Smart Home Support, you get:

    • Expert technical advice and support for Wi-Fi devices in your household

    • Protection for your eligible products, which provides coverage for mechanical and electrical malfunctions, like if your flat screen TV won't turn on

    Note: The Smart Home Support Service Contract doesn't cover mobile phones, smartwatches or tablets that have a line on your Verizon wireless account. To learn about device protection for these devices, please visit our Device Protection page.

  2. Who's eligible for Smart Home Support?

    To be eligible for Smart Home Support, you must have a standard* Verizon Wireless account with 1 or more lines on either:

    • Mix and match unlimited plans
    • A shared data plan, such as:
      • The new Verizon Plan shared data plan (e.g., S, M, L)
      • The Verizon Plan**
      • The MORE Everything® Plan**

    Not sure what plan you have? Go to the My Plan page in My Verizon.

    *Business, government and prepaid accounts aren't eligible. Older plans without shared allowances for the entire account (e.g., Nationwide, America's Choice, etc.) also aren't eligible.

    **These plans are no longer available to add to your account, but if you already have these plans, you can add Smart Home Support to them.

  3. I have Total Mobile Protection. Can I also get Smart Home Support?

    Absolutely. These services are different:

    • Total Mobile Protection covers your mobile phones, smartwatches and tablets that have a line on a Verizon Wireless account.

    • Smart Home Support covers your other eligible products in your home such as flat screen TVs, desktops/laptops, home theater systems, wearables, gaming consoles and more.

    When you have both services, you get more peace of mind and an enhanced technical support experience.

  4. What types of products are covered by Smart Home Support and what does that coverage include?

    Smart Home Support covers a variety of the most common electronic products in your home in different ways.

    • Expert technical support for:
      • All household Wi-Fi devices
    • Protection for:
      • Flat screen TVs
      • Routers
      • Desktops / laptops
      • Home theater systems
      • Smart home / Wi-Fi devices (e.g., smart thermostat, Alexa™, etc.)
      • Wearables (e.g., smartwatches*)
      • Gaming consoles (e.g., Xbox®)
      • Tablets* 
    • Cracked screen repair for:
      • Laptops
      • Wearables (e.g., smartwatches*)
      • Tablets* 

    For more details, please refer to the Smart Home Support Terms & Conditions.

    *Smart Home Support doesn't cover wireless devices that have a line on your Verizon wireless account. For coverage for these devices, please go to our Total Mobile Protection page.

  5. Is there a limit on how many of my household's eligible products are covered by Smart Home Support and how many claims I can file?

    All eligible existing and new products in your household are covered.

    You may file an unlimited number of claims in a 12-month time frame, but there's a maximum annual claim limit amount of $5,000 per household and $2,000 per single claim.

    A covered claim will apply to your total claim limit for 12 months after the claim is completed. At that point, the amount of that claim will no longer apply to your total claim limit, and it will be added back to your available claim-limit balance.

     

  6. How much does Smart Home Support cost?

    Smart Home Support costs $20/month, plus applicable taxes.

    Also, depending on the eligible product, if a service fee applies, it will be either $49 or $89 each time a claim is filed. You can cancel at any time.

  7. How do I get Smart Home Support?

    You can sign up for Smart Home Support at select Verizon Wireless stores.

  8. When does my Smart Home Support coverage start?

    Coverage for tech support starts when you sign up. Coverage for eligible products under the service contract begins 30 days after enrollment.

    Coverage continues as long as you're subscribed to Smart Home Support.

  9. Where can I find the Terms & Conditions for Smart Home Support?

  10. How do I cancel Smart Home Support?

    You can cancel your Smart Home Support service at any time online. Upon canceling, you'll receive a prorated refund of your monthly fee:

    1. Go to the Products & Apps page in My Verizon.
    2. Tap or click the Manage Your Products tab.
    3. Scroll to the Smart Home Support section, and tap or click Remove From Account.
    4. Review the updates to be made to the account, and tap or click Remove Product.

    Note: You have 30 days after cancellation to file a claim.

Getting Technical Support

  1. What technical support is provided with Smart Home Support?

    Smart Home Support provides personalized, US-based technical support, featuring experts on Verizon devices and consumer electronics products. If you're having an issue with any eligible household product, you can contact Smart Home Support experts for help.

    Smart Home Support experts can solve most tech issues in just one call. However, if they don't have the answer right away, they'll call you back at your convenience with a solution. In addition, tech experts will make recommendations on how to optimize your devices for your lifestyle.

    Smart Home Support also provides digital tools within the Verizon Tech Coach app. These include chat support and customized device tips and tricks to help you get the most out of your home Wi-Fi devices.

  2. How do I get technical support for the Wi-Fi devices in my home through Smart Home Support?

    Open the Verizon Tech Coach app on your smartphone to:

    • Start a chat - Enter a question in the Type your question field and tap Send.
    • Call - Tap the Call icon (red box with a white phone inside).

    Or call (800) 922-0204 and say "Smart Home Support" when prompted.

  3. When and how often can I call Smart Home Support?

    There's no limit to the number of times you can contact our experts for technical support.

    Expert technical support is available to you 24/7, every day of the year.

  4. What kind of technical support can I get through Smart Home Support?

    You'll get expert technical support for all your eligible products and other electronic products that connect to them.

    You can get help with:

    • Connecting your household Wi-Fi devices
    • Setting up new Wi-Fi devices and accessories
    • Using and getting the most out of your Wi-Fi devices and accessories
    • Troubleshooting your household Wi-Fi devices if you run into an issue

Filing and Tracking a Claim

  1. How do I file a claim with Smart Home Support for a device that's malfunctioning?

    You can file a claim by calling Asurion at (844) 409-1998.

  2. How do I track a Smart Home Support claim I filed?

    You'll receive email updates during the claims process. If you haven't received an update, please check the spam folder in your email account.

    You can also track an existing claim by calling Asurion at (844) 409-1998.

  3. How do I track my Smart Home Support limits?

    You can track your claim limits by calling Asurion at (844) 409-1998.

  4. When I file a Smart Home Support claim, what kind of replacement product will I receive?

    If we are unable to service your eligible product and it needs to be replaced, you may get one of the following:

    • A new, refurbished or remanufactured product, or a product with equal or similar features and functionality that performs to the factory specifications of the original product.

      Note: Technological advances may result in being provided a replacement product with a lower selling price than the original product.
    • Reimbursement for the fair market value of the product.
  5. What types of failures are covered by the service contract for Smart Home Support?

    Eligible products are covered for defects in materials and workmanship as a result of normal use of the product. This includes defects due to power surges and normal wear and tear.

    Products eligible for cracked screen repair are tablets, laptops and wearables, if the damage is the result of normal usage, and if the device doesn't have a line on your Verizon wireless account.

    Limitations and exclusions apply. See terms and conditions for complete details.

  6. Xbox is either a registered trademark or trademark of Microsoft Corporation in the United States and/or other countries.

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