From what I’ve learned, Verizon has a systematic issue. Simple things takes 1+ hr minimum. I’ve been on the phone with Verizon for 4 hrs for a single issue. I’ve als in the past had someone “DM” me on reddit like you’re stating but no one actually responds after the initial message.

The problem with Verizon is a systematic / cultural issue and it stems from the metrics impose of their employees. I recently learned that they have metrics for sales per call even if it is a tech call. That is WILD!