I believe I mentioned this in a post awhile ago, but try rolling out a new remote control - perhaps one with a touch screen or scroll button that allows the user see the channel logo on the remote first.
if not, a temporary enhancement would be to have a remote control where the numbers illuminate. entering a channel number in the dark can be hit or miss.
currently, the VZ remote has the exact same look and feel as the Comcast remote. introducing a new deisgn would separate VZ from Comcast (similar to Coca-Cola's bottle design). furthermore, having a touchscreen remote (perhaps as an optional upgrade for a one-time fee, or include it only with a MMDVR) would probably enduce many customers to switch to VZ.