Verizon FiOS Remote - Keyboard to Cell Phone Toggling Not Working

Good morning,

   I'm new to Verizon. Had it almost a couple weeks now. I went into my settings and adjusted my search options from Keyboard to Cell Phone. However, I go into Search and when I try to search for something as if I'm using a flip phone, numbers are being entered and not alphanumeric. I've checked online for answers and I've hit a dead end. It kinda stinks having a remote with letters right on it and you can't take advantage of the cell phone option...which would be much easier. If anyone can help or a VZ Rep, that would be helpful. Maybe I'm overlooking something and not doing something right, but I could use a little help.