Last Sunday (10/16/2022) Guide option on my Verizon TV remote stopped working.
I contacted (by phone) Fios Customer service. CS Representative reset DVR Box and Internet but the problem was not solved. He opened ticket and I got email “A repair ticket has been created for your service trouble and will be resolved on 10/17 by 8:19pm.”
When the problem was not solved (next day) I contacted again Customer Service. Spend another hour, the equipment was reset again but without success. At that moment resolution date was moved to 10/19/2022
On 10/19/2022 I contacted Customer Service again, another 1.5 hours of same resets and restarts. The problem was not solved and the ticket’s resolution date was moved to 10/20/2022 8:00 PM
New ticket has been opened (resolution target :10/20/2022 8:00 PM).
CS Representative promised to call me on 10/20/2022 before 10 AM and, if the problem is not solved, to send me new DVR Box.
10/20/2022 12:45 PM: nobody called me, the problem is not solved.
What should be my next step? To contact Verizon executives https://www.verizon.com/about/our-company/executive-bios ?
P.S.
Verizon modem and DVR Box were restarted multiple times, cables are OK
