After I moved across town and had FiOS connected at my new address, I wasn't able to activate the caller ID display on the TV screen, but I got in touch with tech support, and the person I talked to chatted with the caller ID division while he was interacting with me, and they eventually got it figured out. It just takes some patience and getting a great tech support person when you call.
I went to menu - settings and selected caller id. It checked and showed that it was available however after turning it on I still do not get a display leading me to believe that there is some sort of system wide problem. I having been trying to contact technical support but so far no luck. I will repost when someone finally answers the phone. I live in Nassau County.
I'm sorry you are havimng an issue contacting customer service. have you tried the Verizon Troubleshooter? You can use the Verizon Troubleshooter to fix and report issues with your Verizon Phone, FiOS TV, or Internet Service. You can also schedule a repair. Here is the link: http://www.verizon.com/repair
You can also find tools on the Verizon Residential Support page that may help you diagnose your issue: http://www22.verizon.com/residentialhelp