Richard's Verizon Wi-Fi router won't work as a wired router, only Wi-Fi. Leo says that's bizarre because he would need to connect his router to the modem. Leo advises asking Verizon if it's possible to buy his own modem. He should get a DOCSIS 3 modem. The added benefit is that he won't be paying rental fees on it.
Richard should keep going back to Verizon and make them fix it. If they can't, then he has a case to go with another provider. The hardware layer is working if there's a "link light" lit. So it may be trouble on Verizon's end.