Change service address

I have just moved to a new apartment. All I want to do is set up wifi in my new place.

-I have the router.

-The account is in my name.

-I do not use Verizon for my phone service.

-I managed to lock myself out of my account because I never have any reason to log in, and even though I knew my user ID and password, I couldn't remember the answer to a verification question I set up years ago.

-Apparently physical mail is the only option for unlocking it??? That's insane. They have my email address. They have my phone number. They can't send me a code or something? I don't want to wait however long it takes for a paper document to get here so I can unlock my account, just so that I can use the wifi I'm already paying for.

-I don't know if mail will even work because, as I mentioned, I have moved, and if I'm locked out of my account then I don't think I can change my mailing address.

-Every number I've tried calling is an automated service that leads to a dead end.

-Chat has done nothing but link me to pages I had already found on my own.

How do I get a living, breathing, human person on the line, so that they can walk me through whatever I need to do, or set up a time for a technician to come and do whatever needs to be done? Or is there some other way to achieve my goal?