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Verizon 5G Internet Gateway FAQs

These FAQs have answers to common questions about your 5G Internet Gateway.

For general information about 5G Home, see our Verizon 5G Home FAQs.

For more information about the 5G Home professional setup process, see our Verizon 5G Home Internet Professional Setup FAQs.

Información general

  1. Can I move the Verizon 5G Internet Gateway to a different place in my home after the installation is complete?

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

    You can check the Verizon 5G Internet Gateway Troubleshooting Assistant tool to find ways to improve the signal.

  2. How do I find the technical details unique to my Verizon 5G Internet Gateway?

    Sign in to the WebGUI to view the technical router info. To learn how to view our 5G Internet Gateway - View technical router info page.

    The router details you can view are:

    • IMEI (ID del dispositivo)
    • Número de serie
    • Ethernet MAC address
    • WiFi 2.4 GHz MAC address
    • WiFi 5.0 GHz MAC address
    • WAN IPv4 address
    • WAN IPv6 address
    • Número de móvil

  3. Is a separate mobile number created for the Verizon 5G Internet Gateway and if yes, where do I find the number?

    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:

    • Por Internet
    • 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.

  4. Is my Verizon 5G Internet Gateway compatible with fax machines?

    The Verizon 5G Internet Gateway is currently not compatible with fax machines.

  5. What will I do with the Verizon 5G Home Equipment if I move to a different home address?

    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. Si devuelves el equipo y no cancelas tu servicio 5G Home, se te seguirá cobrando el cargo mensual de servicio.

    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.

  6. What is the difference between the 2.4 GHz and 5 GHz signal options on my Verizon 5G Home Router?

    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.

Router name and password

  1. How do I change the names and passwords of the Wi-Fi networks on my Verizon 5G Internet Gateway?

    The Verizon 5G Internet Gateway 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.

    You can change your network name and password with the My Verizon app and website. Visit our 5G Internet Gateway support page to learn how.

  2. What do I do if I forget the password of the Verizon 5G Internet Gateway?

    If you forget the password for your Verizon 5G Internet Gateway, 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 the name and password on a 5G Home Wi-Fi network on the My Verizon website or My Verizon app.

    Visit our 5G Internet Gateway support page to learn how.

  3. How do I share the 5G Home login credentials with people who access my Verizon 5G Internet Gateway for the first time?

    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.

  4. Can I change the name of the Verizon 5G Internet Gateway that shows on the My Devices page in My Verizon?

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

    Learn how:

Router maintenance

  1. Can I test the upload and download speeds of my Verizon 5G Internet Gateway?

    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.

    Learn how:

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

  2. Will a technician come to my house to fix issues I'm having with 5G Home?

    Yes. However, most issues can be resolved using the 5G Internet Gaway 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.

  3. IOS es una marca comercial o marca comercial registrada de Cisco en los EE. UU. y en otros países y se utiliza bajo licencia.
    Android es una marca comercial de Google, Inc.


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