I spent hours with FIOS Tech support and management and they could not solve my problem. Yet an outside Tech support person pinpointed the problem and we solved it. Please explain why I had to spend hours to get nothing accomplished? I don't understand why your support people could not resolve the problem simply??
This is mainly a peer to peer support forum, so we can't answer directly on your case.
One thiung to remember, Verizon tech support is only trained to suport issues with the services they provide. So if the issue was with equipment you own, the support person you spoke with may not have had experience with that.
If you explain your issue, one of us might be able to help you determine why they didn't help you.