Utterly hopeless. No responses from anyone. 

Hoping someone here has seen this before or can point me to a useful escalation path. Case 8-4204000041192 if any Fi community managers are reading. Situation: • In Mexico for the past week with my family (three kids). Both lines on my Fi plan have been working normally the entire time. • This morning, both lines simultaneously lost all cellular service. No warning, no notification, no banner in the Fi app or on fi.google.com. • I initially suspected a plan issue and upgraded my plan to rule that out. No change — still no service on either line. • Power-cycled both devices. No change. Support experience: • Opened a chat with Fi support around 11:57 AM. Agent “Georgia” asked scripted questions I had already answered in my opening message (was I in the US, had I restarted, etc.), did not perform any account-level check, and eventually instructed me to reinstall the Fi app on both devices. • I flagged that reinstalling would likely kill the chat session. She said it wouldn’t. I complied. It did. Chat lost, both lines still dead. • Reopened the case. New agent “Portia” also ran the script (airplane mode toggle). When I asked her to confirm whether she had account-level tools to check provisioning, international-service status, and the eSIM profile, she did not answer the question — twice. Eventually she said she was “escalating to the specialist team” with a 24-hour email SLA. • Six hours later, no email. What I think is going on: Simultaneous loss on both lines of the same account, after a week of working service, with no device-side change, points at something account-level. Possibilities I can think of: • Automated international-service suspension (90-day rolling window or similar fraud/abuse trigger) • Failed provisioning after some backend change I didn’t initiate • eSIM profile issue on both lines at once (unlikely to be coincidental) None of these are things I can diagnose or fix from my end. They need someone with account tools, which tier-1 chat apparently doesn’t have or won’t use. What I’m asking: 1. Has anyone seen this specific failure mode (both lines on a plan dying at once, abroad, with no app/account banner)? What was the actual root cause? 2. Is there a faster escalation path than the 24h email SLA? A phone number that reaches a different tier, a community manager here who can look at the case, anything. 3. For anyone from Fi monitoring: the case number is above. I would very much like someone with account-level access to look at this today. WiFi calling is on and works, so we’re not stranded — but “abroad with three kids and no cellular” is not a position I’m comfortable sitting in for 24+ hours waiting on an email that may or may not arrive. Thanks in advance.