phone trying to download system update ndn26.118-23 and fails at 97%

moto z play phone trying to download system update ndn26.118-23 and fails at 97%. i have literally spoken to 14 people from verizon and motorola. it starts the download, stays at 0% for 5 hours. fails. waits an hour and tries again. i have a secure wifi connection. i have tried a reboot. tried to download from safe mode. tried to manually download froom a computer where it gets to 97% and fails. we tried usb port debugging and a few other dev menu options and all failed. i am trying to avoid a factory reset. i had to do a factory reset 30 days prior and it completely wiped my phone and took me 2 weeks to put everything back because it wiped everything and nothing came back. i had to manually put everything back in because my google account didn't save anything like it is supposed to. anyone have any ideas as to how to either force the update or stop the update from downloading?