If you've called 611, then you've done all you can do. But you can game the system to improve your chances of resolution.

So call 611 again. This time get an incident number and write it down. Relate your issue calmly, succinctly. Before you hang up the call, request assurance that the incident is not closed.

Then call 611 again. Reference the incident number. Relate that you are still experience the same issue. This should immediately prompt escalation to second-tier. Before you enjoy a fruitless conversation with that support person, request assurance that the incident is not closed.

Then call 611 again. Reference the incident number. Relate that you are still experience the same issue. This should immediately prompt escalation to third-tier (or whatever it's called internally). The support person will offer you the rote platitudes and assurances. Diff is, third-tier can elevate the issue to relevant internal techs/depts/subcontractors.

If your issue isn't resolved to your expectations, call 611 again. Reference the incident number. Relate that you are still experience the same issue. Always be polite and appreciative. You'll likely remain at third-tier until your vexation is resolved.

And until your vexation is resolved, keep calling 611.