Who I have the same questioned this topic

We're having this same issue. Called for the first time August 18th, 2023 just trying to get the router's firmware updated on our ASKNCQ1338, yet another known issue that Verizon refuses to fix. Wasn't until September 11th, that they decided to replace our device. We got the replacement on September 13th and because of a "pending" status in their system our new router won't activate, we can't return our old one, and we can't open or close a line.

I have spoken to probably around about two dozen people and they all say that the only people who can fix it are I.T. but we now have 3 tickets in for I.T., the first one put in on the 15th to fix it and none of them have been filled. Also, it just so happens that the I.T. department are the "only ones" who can fix it but they're also the only people you can't speak to directly