Long Distance removed by Verizon, unable to restore it

[avicarmi]

I had Verizon for landline, internet/DSL, and wireless for over fifteen years now, never any major issues till now.

background:

for about the last seven years I have Telna (Telecom North America) as my long distance and regional long distance provider, they have very low rates, esp international,  one second billing increments, no monthly fees, no monthly minimums.

Last month I swithch to Verizon Double Play, bundling my landline and DSL into one account. the double play service includes unlimited regional long distance, and I had to remove the PIC freeze on the account in order to have Verizon take over the regional long distance.

I requested that they keep Telna as my Long Distance Provider.

next time my wife tried to make a long dist call, she got a recording that the long dist company was unable to complete the call.

I called Verizon, and tech support said that they will restore Telna by the next day.

the next day I checked, and long distance was restored. so far so good.

HOWEVER, I seem to have lost long distance yet again!

I just called in, the the Tech Support was NOT able to help.  she said that she sees the order to restore Telna, but she does NOT know why it was removed, and that she CANNOT make any changes.

I have to call in again tomorrow.

the problem is that I work in a classified area at the local Naval base, and have no access to a phone nor internet during the day.

can you help restore Telna as my Long Distance provider, KEEP Verizon as regional long distance, and place a PIC freeze on the correct configuration?

Thank you so much,

-avi

[ElizabethS · Accepted solution]

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 look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. 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, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.

[Verizon_Support]

Hello,

We hadn't heard from you on your Private Support case. We hope you were able to find resolution to your issue.

If you require further assistance, feel free to make a new post, and we can be sure to look into your issue. As always, we're available for support around the clock.

Thanks,

-Amanda_M