it might be best to contact a Verizon Tech via phone. I found that the chat help was a little difficult as they seem to follow some sort of script and may not interpret your actual questions as easily as a phone texh can. If your phone is under 1 year old, you automatically have 1 free year of AppleCare, and it might be faster for an Apple tech to guide you through the necessary steps to adjust your phone. They are all very familiar with this issue.  Still, some of the comments on this site showed that some of the Verizon techs are quickly understanding how to help you.  Good luck!