Have you ever tried calling verizon tech support? I can't blame her for that. They just pass you around to different divisions of people that can't help you. First you talk to tech support. "Oh, your TV isn't displaying that channel? That's a billing issue, let me get you their number". After on hold for 20 minutes, "Oh that channel doesn't work, that's a tech support issue not a billing issue." After 20 minutes again, "Oh I can't access your account because it's classified as a business account (even though you live in an apartment). We only do residential accounts and the business lines are closed today"
I've had variations on the above conversation with verizon support on multiple occasions. Usually you just get disconnected or hung up on after being on hold or someone has to transfer you to another center where the process starts over again.