Verizon is customer-hostile. They do everything they can to NOT make contact with their customers. Email them? No way. Can't be done. Call them? You're on hold for 1 hour and then disconnected. Their phone tree is an exercise in frustration. They are threatening me (via email, which can't be replied to) to disconnect me because haven't paid them a $100 which is added up charges from their fraudulent "router maintenance" fee ($2.80) which they implemented last year as a scam to graft more fees into their payment structures. The router is their equipment which they no longer wish to support. Or that's their claim. What it really is, is a way to add more fees to a bill already loaded with fees, because they can. I have been paying Verizon $100 a month for the last 11 years, and they want to lose me as a customer over a $2.80 charge.
Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and scroll down the page to an area titled "My Support Cases". You can reach your profile page by clicking on your name located above your post, or at the top right of this page.
Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.