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Verizon 5G Internet Gateway (ASK-NCQ1338) Software Update Failure

I subscribed to 5G Home Internet 2 months ago and since then the ASK-NCQ1338 gateway has remained on the firmware that it shipped with, even though an update came out over 2 weeks ago (222146). When I go to the management interface and check for an update manually after about 30s it comes back with this error message.  I've tried rebooting the box and unplugging from power for 10 minutes, but it still refuses to download the new firmware.  

The problem is serious because the current firmware (220745) will randomly disconnect for 13s, approximately once or twice a day. I know there's lots of other customers in the same position as I am.  

Please escalate. We need a resolution and a timeline.