Suggest you create a free account on
http://www.dslreports.com/forum/vzdirect and post your problem. Be sure to include your address and phone so that they can clearly identify you. Include a description of the problam and also that their phone support had difficulty resetting your box remotely. Your post will be visible only to you and the Verizon technicians. Feedback is that these technicians are usually very helpful and competent.