When you go to Control Panel then Add/Remove Programs do you see Java installed? Did the tech go to activatemyfios.verizon.net to set up your account? If not you will need the order number and zip code to proceed. The order number starts with either icog, ccog or mcog depending on your situation plus the numeric digits from the order. If you do not have it you can call 888-553-1555 and ask tech support for it.