I'd tried to to call Verizon Customer Services several times just to upgrade one of my Fios SD set top boxes to a HD set top box and couldn't get through. I tried the Chat feature just now and it worked wonder! I was in contacted w/ a very friendly Customer Service rep w/ a screen name "Pamela" and she helped to upgrade to the HD box in 5 minutes. No hassle. No endless wait. I don't know the limitation of the type of services that we can get from these online Customer Service, but I'll sure try it first next time. Have a wonderful holiday season.