Hi there. Thank you for posting and for making us aware of the situation with the line. Your neighbor will need a technician scheduled. In order to do that, we will either need to talk to the account holder themselves or an authorized user on the account. You could recommend that they check to see if a hotspot is available to connect to temporarily and reach out to us to get this scheduled. Here is more info on hotspots: https://comca.st/3h8wSmP. Thank you!