Why is it so hard to get simple support on Verizon

[wmupchurch]

It's infuriating to try to do business with Verizon.  Chat is sometimes available and other times not; even during business hours.  I have a simple question.  I'm sending two boxes back and downsizing to one box (but upsizing to gigabit!).  Do I also need to send the remotes? 

How hard to you think it was to get that answer?  It took about 15 minutes.  It's insane.  I called the number listed for support, which routed me to Verizon wireless.  I looked up a number online for fios support; called it and was routed back to wireless.  I then went to the site to find any number or chat; nothing.  So finally, I just use the number for cancelling service, who of course spends 5 minutes validating my account... all to answer a generic question.  Chat could have answered that question in 2 minutes.

I love FIOS, but the support is horrible.

[CRobGauth]

To be on the safe side, I would say yes.

You don't pay for shipping anyway, so why not.

As for support, I have found twitter @verizonsupport to be quite helpful.

[tns2]

Remotes?  If you don't need them send them in, However in all my dealings with Verizon they never actually wanted them, and I never returned one.  I have now closed my NY account and they sold their FL assests to Frontier.