get onto DSL reports, go to the isp forum and make a post on verizon direct. There are proper support agents there who know wtf they're doing, at least they have for the two canadian isp's i've had problems with. waiting 4 hours repeatedly on hold got old pretty quick. I don't even bother phoning tech support lines anymore, just make a post, wait for a reply from someone knowledgeable in both the tech and proper customer service. It seems once a tech support rep is no longer an anonymous numbered tech slave behind a firewall of random names and employee numbers they actually seem to give a damn.