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Hi Scully,
Something doesn't sound right here. The Fsc has the ability to see your Ont and your router from their office regardless of internet activity. They have a full set of diagnostics they can run and if they can't resolve the issue from the office they generally dispatch it out to a field tech.
Contact them at 1-888-553-1555 When the recorded message come on, key in your telephone number. When it starts asking you options...say the word "Agent" to bypass all the hoopla...
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Thank you for the information.
On my 2nd attempt to contact verizon - I called from my cell. The helpdesk person at verizon requested my cell and home phone number while they did trouble shooting. I lost cell connection and never received a call back.
I came home from work 1/19/09 to the same issue... no service until after 6.