How many calls does it take to get Verizon to send a shipping label and packaging to return a Verizon router? We have tried twice so far over a 3 week period. Each CSR states that it takes 3-5 business days and we still don't have it. Service has been bad enough, is it going to be a battle returning the equipment too?
Unless it is a fairly recent revision of the router and supports 802.11n wireless, I suspect Verizon doesn't want the router back.
Worst case is that if there is a Verizon store not to far away, you can just return it over the counter.
However I suspect the real reason you are getting nowhere is Verizon doesn't want your router back.