Verizon 5G Home Internet professional setup FAQs

If professional setup is an option for your router, you can schedule setup when you place your order for 5G Home Internet service online. The professional setup can be scheduled Monday through Saturday throughout the morning and afternoon, depending on availability.

Setup normally takes 3 to 4 hours (sometimes longer depending on home size and number of connected devices). Someone 18 years or older must be home during the setup.

When you schedule the professional setup, you can choose to get a call or text message from the technician 30 minutes before the appointment to let you know they're on their way.

You'll get a reminder email the night before, then a call or text reminder 30 minutes before the technician arrives.

No. You can change the date and time or cancel the professional setup of the 5G Home Internet service and equipment at any time before setup, including on the date of the setup. Once setup begins, you can't reschedule or cancel.

You can reschedule your 5G Home Internet professional setup on the My Verizon website if you're a new or existing Verizon customer. The setup can be scheduled up to 30 days after the current date.

To change your set date or time if you're a new Verizon customer:

1. Go to the Order Status page.
2. Enter the 5G Home Internet order number and location code provided on the order confirmation email. 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.
3. Tap or click Reschedule.
4. Enter your ZIP Code where 5G Home Internet will be installed.
5. Select a new date and time for the installation.
6. Tap or click Next.
7. On the confirmation screen tap or click Done.

To change your set date or time if you're an existing Verizon customer:

1. Go to the My Orders page in My Verizon.
2. Find the 5G Home Internet order and tap or click Reschedule.
3. Enter your ZIP Code where 5G Home Internet 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.

We'll send confirmation of the new installation date.

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

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

• Name of the business: Ask your technician for the name of the business doing the setup.
• Setup method: Similar to mounting a satellite dish, the 5G receiver will be mounted on a j-pole, which requires securing with either screws or bolts to the home. Wiring is run to a grounding block, which requires 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 is connected to the house ground with a grounding wire, then the wiring is run alongside the house to the point where it enters the home (requires drilling). On the inside of the home, we will cut through the drywall and cover with a plate for the internet connection.

Your 5G Home Internet equipment setup (i.e., indoor, outdoor) depends on your location’s 5G signal strength. If your setup is:

• Indoors: We use the 5G Internet Gateway as an all-in-one router and receiver.
• Outdoors: We use the 5G Internet Gateway as your outdoor receiver and the Verizon Router is used Indoors.

Note: A Wi-Fi extender may be recommended if needed.

A technician may visit your residence as early as 1-3 days before your 5G Home professional setup 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 setup.

The technician won't need to enter your home so you don't need to be home for this survey. During the survey the technician will validate the 5G signal at your home and identify the best place to set up the receiver. The survey may include leaning a ladder against your building, walking in your front yard, back yard or behind fences if necessary.

The technician will complete these steps to set up your 5G Home Internet 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 set up 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 router.
• 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 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.

During your 5G Home setup, someone 18 years or older must be present and must:

• Agree to the setup location of the 5G receiver based on the results of the signal test conducted by the technician.
• Assign names and passwords to your new 5G Home Internet 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 Internet network.
• Provide credentials to unlock devices that need to be connected to 5G Home Internet.
• Provide written approval once the setup is complete.
• May be asked to complete a brief questionnaire regarding the 5G Home Internet setup experience.

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

To use CheckMyBadge, you need the badge ID number of the technician, which is provided in your email reminder the day before or morning of your setup.

If you don't see your 5G Home Internet service and equipment in the My Verizon app, update the app on your phone or tablet. Find out how to download/update the My Verizon app.

Unfortunately, we can't guarantee that our 5G Home Internet service will be available at your home, even if we accepted your order. The Verizon-authorized 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.