Verizon has alot of persons staffing their FIOS Noc in Reston. Instead of using the phone, create an account here and email them.
http://www22.verizon.com/support/residential/tv/fiostv/general+support/top+questions/top+questions.htm
Those bimbos on the phone are not the best, emailing the group is better. If you don't like the answers they give you, escalate to their supervisor.