I tried to activate a STB last night that was picked up at a store just before closing. The box would not activate, even after the Cable CARD did an automatic firmware update. I contacted Customer Support and the box still would not activate because of some type of pending order on my account. Normal tech support agents cannot access accounts, for the customers protection, and theirs.
I was told that I would receive a return call within one to two hours. WOW! Within 15 minutes a supervisor called back and said the issue was resolved with the pending order for some type of future activation. Glitch? But the Supervisor had the box up and running within 30 minutes, and staid on the phone with me until I could go upstairs and Verify the proper operation.
Kudos to Verizon and their Fiber Solutions Center CSRs!