If all of you equiptment is fine, then that means 616 is not in the video feed. This would be the same video feed your neighbors get. Can you check with a neighbor with verizon video and see if it works for them. If it works for a neighbor then there is something wrong with your equiptment. How did they verify the signal for 616 is actually getting to your device? Without a Verizon cable box, they get no results on signal stregnth at your equiptment.
Troubleshooting on a cablecard really will not happen because it is not Verizon equiptment. I know my cablecard device (Ceton InfiniTV4) has a diagnostic section where I can enter the channel number and the signal and authoroization for my card can be checked .