Desperately Requesting Help With Intermedia Bureaucracy Issue Due To 2fa Problem And Voip Services Being Mostly Down

I work in a small business of about 20 workers and one owner/President. Kinda flat organizational structure. Owner is somewhat IT literate, I had a former life as a junior sysadmin, but now I handle Autodesk products, but nothing compared to what a lot of you guys probably have experience with.

Our Intermedia VOIP phone system stopped working Friday morning. We can't make outbound calls. Individual numbers (DIDs) can receive inbound if dialed directly. Main number leads to a "This number is not available" error. Nothing changed in our network, nothing else is broken, so what's going on?

Tried logging into admin portal (haven't logged into it in ages). It requires 2FA. I login, and it tells us it's going to call the "main number" that is down. Apparently the call is supposed to tell us the code in an automated voice or something. Using either the e-mail or the SMS alternatives results in it sending a link that goes back to that 2FA page that attempts to call the main number.

I call Intermedia Level 1 support, and they ALSO implemented a policy where they have to "verify" us - and guess what? Yeah, they use the SAME verification process - they send a link to an Account Representative or owner, we click the link, and it does the 2FA and we get stuck at the main number prompt.

I repeatedly tell them this is urgent because we can't even fix our phone number and the Level 1 guys profusely apologize. I get the Account Owner online and he has a few choice words, but nothing gets done. Escalation to Supervisor is useless as Supervisor doesn't have override access either. The original Level 1 guy says he "escalated" it to their Level 2 "Fraud Access" guys (which I guess is the same team that handles other 2FA issues) get a case number and that I would get a call back in 24 hours.

24 hours pass (now it's Saturday afternoon) - no call from them. I call their Level 1 guys again to see if I could twist someone's arm to give us a break, they basically can't do anything, I ask the guy I'm talking to to at least reiterate in the ticket to the Level 2 to hurry it up.

I get a call from my boss asking me what to do, I say I don't know, he wonders who the hell set the 2FA up to point to the main number like that, and I say it wasn't me (because I don't know either). Then of course he's yelling in my direction about this asking me what we can do, and I tell him I got no idea, I don't know who to call.

After hearing him rant for a couple minutes, I suggested I will contact their sales team on Monday morning and try to find some way to get in contact with an account manager or something to that affect. This phone my boss bought was a "DIY office voice call system" that eventually expanded into a Hosted PBX system and began getting all these extra features; I wasn't there when it was initially set up.

Sorry for the long post - but since a lot of you have experience dealing with bureaucracy on the tech support side, if I'm getting locked out because of this strict "2FA verification" policy in which even their Level 1 guys can't help us, and we're getting no calls from their Level 2 guys, what options do I have left at this point to try to get someone to call us and help us ASAP?

The fact we're at this 2FA issue is already bad because we don't even know what the original PROBLEM is. Quick Googling says it has something to do with the local SIP trunk provider here in the region I'm in and I'm assuming this is something to do with that trunk provider and Intermedia not talking to each other.

I've done the usual troubleshooting to make sure it wasn't just us - ALL the phones have this problem. I brought one of these IP phones home (they work no matter what network it's plugged into, we don't have a special gateway) and I'm going to see if it's a network issue or not.

If you need to get to their Level 2 support and you're getting blocked by policy what are some ways to get past all that? The Account Owner/my boss told them he'll provide whatever personal info he needs to identify himself. I sort of get this policy to protect their liability but we're a small business, not an organization with 10000 lines.