Verizon does not publish one fixed dollar amount for every service outage. Its general residential terms say customers may qualify, upon request, for a pro-rata credit when an interruption lasts more than 24 consecutive hours after it is reported. A separate schedule applies specifically to New Jersey Fios TV customers and calculates possible credits from the affected service’s monthly rate. Your service, location, outage length, and reporting history determine which rule may apply.
Verizon outage credits at a glance
| Policy context | Qualifying outage described | How the credit is calculated | Request process |
|---|---|---|---|
| General residential terms | More than 24 consecutive hours after the interruption is reported | Pro-rata credit; amount depends on the service and its applicable terms | Request the credit and report the interruption promptly |
| New Jersey Fios TV notice | 6 to 24 hours, or more than 24 hours under the notice’s calendar-day rules | One day’s credit for a 6-to-24-hour outage; for an outage over 24 hours, a credit for each calendar day, including a partial day when service is unavailable more than six hours that day | Phone or written request to Verizon or the Office of Cable Television within 30 days of the outage |
The New Jersey schedule is limited to New Jersey Fios TV service; it is not a general Verizon policy for mobile, home internet, or customers elsewhere. Neither policy guarantees that every outage will qualify. Verizon’s residential terms and its Fios TV Annual Notice set out these separate conditions.
How Verizon’s general residential terms work
Verizon’s residential terms say: “You may be entitled, upon request; to a pro-rata credit for an interruption of the Service exceeding twenty-four consecutive hours after such interruption is reported to us, or such other period as may be specifically provided by law.” The key details are that the interruption must exceed 24 consecutive hours, the clock in this wording follows the report to Verizon, and the credit is not automatic: you must request it.
A pro-rata credit means the amount is proportionate to the affected service’s monthly charge and the qualifying interruption, rather than a published flat payment for every customer. The terms do not establish a universal dollar amount. Verizon also says the credit is the sole remedy for such interruptions, subject to applicable law.
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What New Jersey Fios TV customers may receive
Verizon’s New Jersey notice describes a separate credit schedule for Fios TV. It defines the covered outage as a total loss of the audio or visual portion of a separately charged service, not caused by the customer, and affecting Verizon’s distribution equipment.
- 6 to 24 hours: A qualifying outage may earn one day’s credit, based on the monthly rate for the affected service.
- More than 24 hours: The notice describes a credit for each calendar day. A partial day counts if service was unavailable for more than six hours during that calendar day.
The notice says a credit may not be available when factors beyond Verizon’s control prevent restoration within six hours, if service is restored within six hours after restoration becomes practicable. Verizon may offer another form of compensation instead of a bill credit.
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- Carrier: This phone is locked to Verizon, which means this device can only be used on the Verizon wireless network. A Verizon plan is required to activate this device. Activating is easy, upon receipt go to the Verizon Website and select “Activate” and follow the prompts. **NOT COMPATIBLE WITH VERIZON POST PAID**
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How to ask Verizon for a credit
- Identify the affected service and governing terms. Check your bill and agreement to confirm whether the interruption involved Fios TV, Fios Internet, mobile service, or another product. Verizon publishes service-specific documents through its customer agreements page; the current Fios Customer Agreement page identifies an agreement version dated April 24, 2026.
- Report the outage promptly. The general residential terms tie the 24-hour threshold to when the interruption is reported. Keep a record of when you contacted Verizon and when service returned.
- Request the credit through the applicable channel. For New Jersey Fios TV, the notice says to request it by phone or in writing to Verizon or the Office of Cable Television within 30 days of the outage. That deadline is specific to this notice; do not assume it applies to every Verizon service.
- Describe the outage clearly. Include the affected service, location, start and restoration times, when you reported it, and any relevant details about the interruption. Ask Verizon to explain the calculation if a credit is approved.
Why an exact credit cannot be calculated from the outage alone
A dollar estimate requires more than the length of the outage. The amount depends on the monthly rate for the affected service and the terms that apply to the customer’s service and location. Eligibility may also depend on the outage’s cause, whether it meets the relevant definition, when it was reported, and whether an exception applies. Without those details, no exact amount can be stated responsibly.
Verizon’s fixed-wireless agreement includes 5G Home Internet, LTE Home Internet, Verizon Home Internet Lite, and Wi-Fi Backup terms, but the reviewed provisions do not establish a universal outage-credit schedule for those services. The agreement describes Wi-Fi Backup as a way to use service during an outage of a primary internet provider’s network and notes that backup power is needed during a power outage; that is service-continuity guidance, not a credit rule. See the Verizon Mobile Customer Agreement for those terms.
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- Carrier: This phone is locked to Verizon Prepaid and can only be used on the Verizon network. A Verizon Prepaid plan is required for activation, not compatible with Verizon POSTPAID. Activation is simple and can be done online upon receipt of your device following 3 EASY steps. *NO CONTRACT NECESSARY * NOT COMPATIBLE WITH VERIZON POST PAID*
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