Canceling a home security service like Vivint can feel daunting, especially with long-term contracts, potential fees, and equipment considerations. Vivint is known for its smart home integration and professional monitoring, but its cancellation process has drawn complaints for being complex or costly. If you’re considering parting ways with Vivint, this guide will help you navigate the process smoothly and avoid common pitfalls. By understanding the contract, preparing thoroughly, and following the right steps, you can cancel your Vivint service with minimal headaches.
Understand Your Vivint Contract
Before initiating cancellation, review your contract to understand its terms. Vivint contracts typically last 42 or 60 months, depending on the plan and financing options. If you financed equipment, early termination often requires paying off the remaining equipment balance plus potential cancellation fees. Customers who paid for equipment upfront may have a no-contract option, allowing cancellation without penalties after a 30-day notice period.
Check for the following in your contract:
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Contract Duration: Confirm the start and end dates to determine if you’re within the term or nearing its end.
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Cancellation Fees: Look for early termination fees, which can be substantial if you cancel before the contract ends.
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Equipment Terms: Note whether you own the equipment outright or if it’s financed, as this affects cancellation costs.
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Auto-Renewal Clauses: Some contracts automatically renew unless you provide written notice 30 days before the term ends.
You can access your contract details by logging into your Vivint account online or calling customer service at 1-(877) 833- 3122, extension 5020. Understanding these terms upfront prevents surprises like unexpected fees or prolonged commitments.
Timing Your Cancellation
Timing is critical to avoiding cancellation headaches. Vivint offers a 72-hour penalty-free cancellation window after signing the contract, provided you return the equipment in good condition. For customers over 65, this window extends to 60 days. Beyond this period, early termination fees apply unless you qualify for special circumstances, such as military deployment or a family member’s death.
To minimize costs:
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Cancel Within the Penalty-Free Window: If you’re within the 72-hour (or 60-day) period, act quickly to avoid fees.
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Plan for Contract End: If your contract is nearing its end, provide written notice 30 days in advance to prevent auto-renewal.
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Check for Extenuating Circumstances: Vivint’s Exceptions Review Team may waive fees for situations like military deployment, medical discharge, or significant life events. You’ll need to provide documentation, such as a death certificate or military orders.
Timing your cancellation strategically can save you hundreds of dollars in fees.
Prepare for the Cancellation Process
Preparation is key to a smooth cancellation. Gather the following before contacting Vivint:
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Account Information: Have your account number, name, and security code ready for verification.
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Reason for Cancellation: Be clear about why you’re canceling, whether it’s cost, relocation, or dissatisfaction. This helps you stay firm during retention offers.
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Documentation: If claiming extenuating circumstances, collect relevant documents (e.g., military orders or a death certificate).
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Written Notice: Vivint requires a written Notice of Cancellation (NOC) including your name, service number, and a statement requesting immediate cancellation.
Send the NOC via certified mail to Vivint Inc. at their official address (available on their website) or email it to documents@vivint.com from the email linked to your account. Certified mail provides a delivery confirmation receipt, which is crucial if disputes arise. Keep a copy of the NOC for your records.
Contact Vivint Customer Service
Vivint prefers handling cancellations over the phone, so call 1-800-216-5232, extension 5020. Be prepared for a potentially lengthy conversation, as representatives may offer retention deals or question your decision. To stay focused:
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State Your Intent Clearly: Say, “I want to cancel my Vivint service effective immediately.”
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Avoid Retention Offers: Politely decline promotional offers unless they align with your needs.
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Request a Confirmation Number: This serves as proof of your cancellation request.
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Confirm Follow-Up Steps: Ask about equipment return instructions and any final bills.
If you encounter resistance or delays, contact a customer loyalty representative to confirm receipt of your NOC. You can also fax your cancellation details to (877) 833- 3122, but follow up to ensure it was processed.
Handle Equipment Returns
Vivint’s equipment, such as cameras, sensors, and smart hubs, is often tied to the subscription. If you financed the equipment, you may need to return it or pay off the remaining balance to cancel. If you own the equipment outright, you can keep it, but many features (like app access and professional monitoring) will stop working without an active subscription.
To manage equipment returns:
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Follow Vivint’s Instructions: The representative will provide return guidelines, including packaging and shipping details.
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Verify Equipment Condition: Ensure all items are in good condition to avoid additional charges.
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Keep Shipping Records: Use a trackable shipping method and retain receipts until Vivint confirms receipt.
If you want to keep the equipment, ask Vivint for the current buyout amount. This may be cost-effective if you plan to use compatible devices with another provider or independently.
Anticipate the Final Bill
After cancellation, expect a final bill that may include:
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Remaining Equipment Balance: If you financed equipment, you’ll need to pay off the outstanding amount.
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Cancellation Fees: Early termination fees apply unless you qualify for an exception.
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Pending Charges: This may cover the final month of service or cellular network maintenance fees.
Review the bill carefully and dispute any incorrect charges by contacting customer service. Document all communications, including call dates, representative names, and email exchanges, to support your case if issues arise.
Explore Alternatives
Canceling Vivint doesn’t mean abandoning home security. Consider alternatives that offer flexibility and lower costs:
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DIY Systems: Providers like SimpliSafe, Ring Alarm, or Abode offer no-contract options and reusable sensors.
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Local Security Companies: These may provide professional monitoring without long-term commitments.
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Smart Home Devices: If you used Vivint’s smart thermostat or lights, recreate the setup with standalone devices compatible with Google Home or Alexa.
Research alternatives before canceling to ensure a seamless transition to a new security solution.
Address Common Complaints
Vivint has faced criticism for its cancellation process, with customers reporting issues like ignored cancellation requests, unexpected charges, or poor customer service. To avoid these:
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Document Everything: Keep records of all interactions with Vivint, including emails, call logs, and confirmation numbers.
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File Complaints if Necessary: If Vivint delays or mishandles your cancellation, file a complaint with the Better Business Bureau or your state’s attorney general. You can also explore legal options if deceptive practices are suspected.
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Stop Automatic Payments: Notify your bank to block recurring payments to Vivint after cancellation to prevent unauthorized charges.
Persistence and thorough documentation can resolve most disputes.
Special Circumstances
Vivint may waive fees for specific situations, such as:
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Military Deployment: Active-duty personnel deployed for six months or longer, medically discharged, or receiving PCS orders may cancel without penalties. Provide a redacted copy of official orders.
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Relocation: If moving to an unsupported area, contact Vivint’s Smart Home Specialists at (877) 833- 3122 to discuss transferring or canceling your service.
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Deceased Family Member: Submit a death certificate to the Exceptions Review Team for potential fee waivers.
Always verify eligibility with Vivint and provide required documentation promptly.
Final Tips for a Hassle-Free Cancellation
To wrap up, here are key strategies to avoid cancellation headaches:
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Act Early: Cancel within the penalty-free window or provide notice before auto-renewal.
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Stay Organized: Keep all documents, confirmation numbers, and communication records.
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Be Persistent: Follow up on your cancellation request and escalate issues if needed.
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Know Your Rights: If you suspect deceptive practices, seek legal advice or file consumer complaints.
Canceling Vivint requires patience and preparation, but with the right approach, you can exit the contract smoothly. By understanding the process, timing your cancellation, and exploring alternatives, you’ll achieve peace of mind without unnecessary stress or costs. If you need further assistance, visit Vivint’s support page or consult consumer advocacy resources for additional guidance.