Verizon can't or won't remove dead DVR from my equipment list

Several months ago Hurricane Sandy caused a power surge that took out most of my FiOS gear. The tech replaced a whole lot of gear and everthing works. However, the dead dvr he replaced still shows up in my account when I try and remote manage my DVR. Because the dead one doesn't exist, the website gets all buggy and crashy on me.
I have twice tried to get Verizon support to remove the dead dvr from my account. Once I waited on hold for over an hour, another time I waited 45 minutes for on-line chat. Each time they pledged to escalate it, and each time the ticket was closed without resolution.
How do you get support from Verizon for something that's not bill or hardware related?

cyberkine wrote:
No joy.
It's not on my bill, it's just an annoyance whenever I use the Verizon site or the app.
Sorry, to here that If you have the time to spend I would call customer service and get a 'supervisor' on the line and resolve to not conclude until 'this matter' is resolved. If you get nowhere with that supervisor then ask for their supervisor, etc., This scenario usually escalates your problem toward someone who will (if only because the entire conversation is recorded and nobody wants to appear as incompetent, at least to their superiors). I've had my best luck using this tactic, as I've found most of their patronizing as just a way of saying they do not have the answer. And you must resolve to remain on the line until you get someone who does.
Remember to take note of all their (customer service, tech support, etc.,) personal information along the way, so you can relay this on to the next person, ie So-and-so said this ...and so-and-so said that! Details ...details ...details

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