Internet lost with bundle and speed change

[mechanics200]

I am writing on behalf of a friend who has lost the Verizon high speed internet connection. About 10 days ago he received a speed increase and lower cost for the Freedom Essentials bundle along with a new Westell 6500G modem. He had a Verizon tech help set the 6100G modem into bridge mode and set up a linksys WRT54G wireless router. The system worked fine until Sunday 3/11 beginning between 1 and 4 PM. Internet connection was lost. The router continues to have the steady dsl and data lights. The router shows a steady light for the internet light. Called Verizon service and was connected to someone in India who advised that he would need to transfer a call to another tech who then said their service would be charged. It appears that Verizon terminated the internet service due to some error regarding the speed and bundle change. It looks like Verizon believes that he is a new customer for this service yet the connection to the Verizon page does not appear as it did when the 6100G modem was received and the activation was completed. Again he has had Verizon DSL internet and voice for many years. The recent change was to receive a higher internet speed and lower the cost of the Freedom Essentials package. How do we reach a tech who can help regain the service?
Thank you

[KH-OrnEsh1]

I'm sorry your friend is having difficulty. An agent will reach out to you directly by email and/or private message in the Forums for more information or to help resolve this issue.

[smith6612]

There's a few things that may have happened, but I'm smelling a router change if the DSL and Internet lights on the modem are solid green. That indicates the line seems to be provisioned but cannot get anywhere. I've seen cases like this before where a router change causes a line to not come back up. When this happens, the modem literally requires a Factory Reset and re-configuration for everything to start working again. I bet it has something to do with the VC Settings in the modem for the ATM Network, but considering I've only had it happen once to a friend's line who I put in a router change on behalf of to get their line fixed, I can't be super sure of this solution.

Have your friend disconnect his modem from the router, and connect a computer directly to the modem itself. Reset the modem back to factory defaults by holding the reset button down for about 15-20 seconds, and once the modem comes back up with a solid DSL light, visit http://192.168.1.1/ within a Web Browser and set the modem up. It will ask you to change the password at first. The initial password is admin/password for the login. Set it to something your friend will remember. At this point, the modem should begin, or have already completed Auto-Detection of what the line needs in order to work. At which point, it will probably reboot and try to bring the connection up.

Once the DSL light is solid, see if the Internet Light goes solid as well. If it does, visit http://192.168.1.1/verizon/redirect.htm to disable the Activation Page Walled Garden. Once disabled, return to 192.168.1.1 and verify that the modem is not holding a 10.xxx.xxx.xxx IP address from Verizon.

If all checks out, the Internet should be working. If it has a 10.xxx.xxx.xxx IP, the VC is most likely walled off on Verizon's end and someone will need to ensure the account is not blocked for whatever reason from being able to connect. If it has any other IP, the Internet has to be working.

[mechanics200]

The router was new and the wireless and ethernet connected worked fine for about two weeks.  After many hours with India tech support Verizon supplied a new modem.  Connected the desktop computer directly to modem and began configuration using the Verizon page which appeared.  Selected REPLACEMENT MODEM option and configuration began.  After about 5 to 6 minutes a window appeared stating configuration could not be completed.  Attempted to repeat with a laptop with similar results.  Appears to be no way to get a service tech from Verizon to visit.