Managing your 91¹û¶³´«Ã½ home account FAQs
Learn about securely managing your Fios home account using My 91¹û¶³´«Ã½. Understand how to create, change or delete your login credentials for My 91¹û¶³´«Ã½. Learn about adding authorized users (sub-accounts) for Fios TV use.
My 91¹û¶³´«Ã½ registration
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What's My 91¹û¶³´«Ã½?
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You can use the My 91¹û¶³´«Ã½ app and website to manage your:ÌýÌý
- Mobile, 5G Home Internet and LTE Home Internet services.
- Fios services (i.e., Fios Home Internet, Fios Home Phone, etc.).
Other 91¹û¶³´«Ã½ home services (e.g. High Speed Internet, DSL, etc.) can be managed with the My 91¹û¶³´«Ã½ website only (not the app).
ÌýMy 91¹û¶³´«Ã½ lets you:
- View and change services
- View and pay your bill
- Update your account profile
- Access support
- If you have a Fios TV plan, you can use your My 91¹û¶³´«Ã½ login to sign into your streaming services (e.g., HBO, CNN, etc.).Ìý
- And much more.
Sign in or .
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How do I register for My 91¹û¶³´«Ã½ to manage my 91¹û¶³´«Ã½ home account?
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for a My 91¹û¶³´«Ã½ account using the 91¹û¶³´«Ã½ website or the My 91¹û¶³´«Ã½ app*.Ìý
Learn more by visiting our Manage your 91¹û¶³´«Ã½ home services with a My 91¹û¶³´«Ã½ account page.
*The My 91¹û¶³´«Ã½ app is available for customers with mobile, 5G Home Internet, LTE Home Internet, and Fios services only. Customers with other services (e.g., High-Speed Internet, DSL) must use the My 91¹û¶³´«Ã½ website.
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What if I forgot my User ID and/or password for My 91¹û¶³´«Ã½?
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Here’s what to do if you forgot your My 91¹û¶³´«Ã½ User ID or password:
- Choose Forgot your info? from any sign in screen.
- Retrieve your login credentials or create new ones.Ìý
Learn more by visiting our Manage your 91¹û¶³´«Ã½ home services with a My 91¹û¶³´«Ã½ account page.
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Can I set up a My 91¹û¶³´«Ã½ account for other authorized users?
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Yes. You can provide access for up to 9 additional users on your account. You can assign each sub-account user with their own username and password.
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What are the benefits of adding sub-account users to my account?
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Sub-accounts let your authorized users watch Fios TV from the internet and Fios TV app. You can also grant them access to your Video on Demand library. See the Fios on Demand and Pay Per View (PPV) FAQs for more information about Pay Per View.
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How do I add sub-account users on my Fios account?
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You can manage sub-account permissions through My 91¹û¶³´«Ã½:
- Sign in to your My 91¹û¶³´«Ã½ account.
- Select Account from the top menu.
- Select Account Settings.
- Visit Profile.
- Scroll to Sub Accounts.
- Select the + sign to Add Sub Account.
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Good to know: Sub-accounts let your authorized users watch Fios TV from the internet and Fios TV app.
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How do I manage additional users on my Fios account?
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You can manage Fios sub-account permissions through My 91¹û¶³´«Ã½:
- Sign in to your My 91¹û¶³´«Ã½ account.
- Select Account from the top menu.
- Select Account Settings.
- Visit Profile.
- Scroll to Sub Accounts.
- Select Edit on the sub-account you want to make changes to.
- Select Edit in the field you'd like to edit.
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How do I manage Video on Demand Access?
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You can manage which Fios sub-account users can access Video on Demand from My 91¹û¶³´«Ã½:
- Sign in to your My 91¹û¶³´«Ã½ account.
- Select Account from the top menu.
- Select Account Settings.
- Visit Profile.
- Scroll to Sub Accounts
- Select EditÌý
- Scroll to Security & Authentication.
- Select Edit in the Manage Video on Demand (VOD) access field for this sub-account.
- Select Enable or Disable from the dropdown menu.
- Select Save.
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You have enabled or disabled the ability for the Fios sub-account user to watch Video on Demand.
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Can I see my sub-account’s Fios TV and Video on Demand activity?
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Yes. Everything that’s added to the sub-account’s on-demand purchase/watch list is also added to the primary user’s list.
Access mobile & home accounts at the same time with one 91¹û¶³´«Ã½ ID
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I have a 91¹û¶³´«Ã½ mobile account and a 91¹û¶³´«Ã½ Fios home account. Can I access both online at the same time?
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Yes. You can manage both your mobile and Fios accounts in My 91¹û¶³´«Ã½*. You can have separate credentials or set up one 91¹û¶³´«Ã½ ID. With one 91¹û¶³´«Ã½ ID, you have a single login for both your mobile and Fios accounts.
Note: To set up one 91¹û¶³´«Ã½ ID, you must be a mobile Account Owner and the primary account owner of the Fios account.
Learn more about one 91¹û¶³´«Ã½ ID.
*The My 91¹û¶³´«Ã½ app is available for customers with mobile, 5G Home Internet, LTE Home Internet, and Fios services only. Customers with other services (e.g., High-Speed Internet, DSL) must use the My 91¹û¶³´«Ã½ website.
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Can I transfer ownership of my Fios account to someone else?
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Yes. You can transfer ownership of your Fios account.
Transferring ownershipÌýof a Fios account to someone else’s name due to the death of the account holder:
- Contact 1.800.91¹û¶³´«Ã½ (1.800.837.4966). You'll need to provide the billing account number when you call.
Transferring ownership of your Fios account to someone else for any other reason:
- Both the existing (outgoing) account holder and the person assuming (incoming) ownership of the account must contact 91¹û¶³´«Ã½ together. Both parties must stay on the phone during the entire change of account ownership process.
- All billed charges up to the effective date of account transfer are billed to the outgoing customer.
- After the effective date of the account transfer, the incoming customer is responsible for all billed charges to the account going forward.
- Both parties must agree to these terms to complete the account transfer.
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Outgoing Account Owner
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- If you have any of our Broadband Essentials and Extras services, you will have the option to keep these services or disconnect them after the account is transferred to the new account holder
- Your verizon.net email account will not be impacted by the change.
- If you currently use the FREE 91¹û¶³´«Ã½ Cloud 5 GB storage feature, you’ll lose all content will be lost once the account is transferred. You should manage your content before the account transfer completes.
- You can also upgrade to a paid Cloud storage feature to save your content before the transfer.
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Incoming Customer
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- If the services you are assuming are under a term agreement, you must maintain the bundled services for the rest of that term.
- A prorated early termination fee of up to $230 applies if you cancel your bundled services early.
- If you only disconnect some of the services that make up your term agreement before that contract expires, you'll likely lose any service discounts that were part of that bundle. You may also be charged an early termination fee for disconnecting those services from a contract before it expires.
- Auto-renewal of certain sports subscriptions like MLB Extra Innings and NHL Ice Center continue after the transfer. The subscription will continue to auto-renew at the beginning of each new season at the current price at the time of renewal. To opt out of auto-renewal sign into n; select Home, select My Services, then TV; select the Manage button in the My Fios TV Plan section; go to Annual Sports Package Subscriptions to opt out
- If Fios by 91¹û¶³´«Ã½ Internet service is present on the account you are assuming, before the Internet service can be used, you will need toÌýÌýand register and accept the 91¹û¶³´«Ã½ Online terms of service. Once the registration process is complete, you’ll be able to upgrade your Internet speed or make any other changes to your account.
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Things to Note
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- If Fios TV service is present on the account, the TV equipment being transferred to the new account owner will retain any existing settings such as parental controls. If a DVR is included on the account, any recorded content will also be retained on that device. The outgoing customer can delete the existing settings and content by resetting the Set-Top box(es). Using the established PIN on the account, the incoming customer will be able to adjust the content and settings to his liking once he assumes ownership of the account.
- For customers with internet service, reset your router to factory settings before disconnecting your service.
- Once the transfer of account ownership is complete, the incoming customer should reset the router’s username and password, and wireless password, including any passwords for a guest network. We strongly recommend that the incoming customer reset the router’s security to WPA2. If the router is not reset, the incoming customer will need the router username and password, and wireless password, from the outgoing customer or will need to reset the router by the incoming customer. The incoming customer will be responsible for the router settings at the time of account transfer and the additional security risks presented until the router settings are reset and changed after the account transfer is completed. To reset the router, use a paperclip to press and hold down the router reset button for at least 10 seconds.
- If, for any reason, the Change of Account Ownership order is canceled before the order is complete, the outgoing customer will remain financially responsible for the account and the transfer of ownership will not occur. A new order will need to be placed to re-establish the change in account ownership request.
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Why did I receive an account change notice?
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Whenever there are changes made to your 91¹û¶³´«Ã½ account--either online, over the phoneÌýor on the My 91¹û¶³´«Ã½ app — we’ll send you a notice letting you know your account status has changed. For example, you can expect to receive a notification when you:
- Establish an online 91¹û¶³´«Ã½ account
- Update primary contact email address
- Update your online password or other account password or PIN
- Update your billing address associated
- Update your mobile telephone number.
We may send you a notice in any of the following ways:
- A text message to your mobile telephone number on file.
- An email to your email address on file.
- A call to your billing telephone number by 91¹û¶³´«Ã½'s voice response unit.
- A letter by US mail.
Important: if you don’t remember making a change to your account, first check with anyone else who’s authorized on your account to see if they made the change or contacted us on your behalf. If you or another authorized user didn’t make the change, let us know right away.
If the notice says the change was made online or via the My 91¹û¶³´«Ã½ app, call us at 888-976-0259. If the notice says the change was made via the automated phone system or with a call center, call us at 800-837-4966.
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Changing the name on your Fios Account
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If you need to change the name on your Fios account because your name has been legally changed, you can make the change by contacting 1.800.91¹û¶³´«Ã½ (1.800.837.4966). You'll need to provide your billing account number when you call.
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Changing billing or service address
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If you need to change your billing or service address on your Fios account, you can make the change by contacting 1.800.91¹û¶³´«Ã½ (1.800.837.4966). You'll need to provide your billing account number when you call.
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How will billing be processed when I transfer ownership of my Fios account?
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All billed charges up to the effective date of account transfer are billed to the outgoing customer.
After the effective date of the account transfer, the incoming customer will be responsible for all billed charges to the account going forward. For the account transfer to be processed, both parties must agree to these terms.
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Can I keep Broadband Essentials when I transfer my Fios account?
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Yes! If you have any of our Broadband Essentials and Extras services, you will have the option to keep these services or disconnect them after the account is transferred to the new account holder.
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What will happen to my cloud storage when I transfer ownership of my Fios account?
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If you currently use the free 91¹û¶³´«Ã½ Cloud 5 GB storage feature, you’ll lose all content once the account is transferred. You should manage your content before the account transfer completes. You can also upgrade to a paid Cloud storage feature.