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Set top box does not work

I have gone through all of the troubleshooting steps and the issue persists. Also, I have tried to contact Verizon support via phone and online chat but the automated phone message disconnects when it tries to transfer me and the chat transferred me then just aprubtly ended. 

I just recently started my service service and am regretting it due to the absurdly pitiful customer service I am receiving. 

Re: Set top box does not work
Hi Shadowfax1,

Your issue has been escalated to a Verizon agent. Please check your Private Message Inbox for a message from Verizon_Support. You can find your Inbox by clicking on your username at the top right corner of this page. Please direct all correspondence concerning your issue to the agents, who will be assisting you privately.