I have been having some problems with 2 of my remotes. i called the 800 number on Thursday and finally gave up after over 40 min. on hold. Then I used the in-home feature, but really did not get much solved. Today I called the 800 number again and gave up after 1 hr. 27mins. I thought I could just wait "Peggy" out, but no. Once again, I got on in home chat and finally got an appointmet for a Tech. He came this afternoon and fixed everything quickly. It is the on hold that I am complaining about. I want to be able to talk to a human... I have heard that Verizon was in trouble and I am beginning to believe it and know why.
You could also try a live chat with an agent. Sometimes you can get through quicker and receive a more straightforward answer to your question that way. With the phone, I usually hang up and call again later if I find that I'm on hold for 15 minutes or more because I don't have time for that.
Welcome to Verizon or better yet, business in the 21st century where customer service often takes a back seat.