correct double authentication erros

Question

I was referred to this link from Microsoft Tech Rep. I will cut and paste the information here.

Dear Pierre Louis Speaks,

 

Thank you for your patience and more detailed explanation.

 

Based on your current description, you are unable to complete the operations mentioned in the above reply. We apologize for any difficulties and inconvenience this may have caused you.

 

Given that you have enabled dual verification, we have a dedicated section responsible for this issue. Therefore, you can obtain more targeted assistance through the following link:  Microsoft Authenticator - Microsoft Q&A

 

We hope everything goes smoothly for you.

 

Best Regards,

Addie.C - MSFT | Microsoft Community Support Specialist

Here is what I am seeking a solution to.

I first sent the following:

I need help with my Microsoft 365 subscription. When I signed up, I used double authentication. The problem is this, the first code is sent to the email, which is fine, however, the second code is sent to a landline phone, and a text message cannot go through on a landline. I have called and called every time, the call is answered, the technical support says the need to raise it to a higher level, and then nothing happens. People keep saying they will call back, and they NEVER call back. I am paying for Subscription every month, and if this cannot be resolved, I want the subscription canceled. I do not want to pay for something I am not receiving. The tech will ask me to rest password, but I have done that sooooooooooo many times and that is not the fix. If they could just change the landline to my cell phone, then I can double authenticate it for myself. It is frustrating because I keep calling sooooooooooooooooo many times, and this has gone on for 3 weeks. Respectfully, please help

They sent:

Dear Pierre Louis Speaks,

 

Thanks for using Microsoft products and posting in the community.

 

I understand that you want to restore your account, but you have encountered some difficulties. You have made a lot of effort and attempts, and I can understand how you feel. It is indeed frustrating.

 

Now you can try the following methods:

 

If you still know the password of your account, you can update your security information by logging in to this link: https://account.microsoft.com   and enter the correct password. When verifying your account, select I don't have any of them when trying to sign in and follow the prompts.

 

However, please note that since you no longer have access to your current security information**, it will take 30 days for the update to take effect.** You can visit this link for more information about this: What does “Security info change is still pending” mean? - Microsoft Support

 

As the account issue involves your personal privacy, as a public forum, in order to protect your privacy, we do not have permission to access or change your account, so if the above method does not work, you can follow the steps below to contact the online chat for help.

You can try logging in to the following website. Contact Us - Microsoft Support

Select Microsoft 365 > get home support.

Enter your issue details, for example, account recovery.

Then tap Contact Support in the bottom left corner.

Choose from the following categories: Other products, Manage account security.

Select Chat with a support agent in your web browser.

TIPS: Please contact us during local working hours on weekdays, CHAT does not work 24 hours a day.

Important: You can only use your personal account to contact, company or school accounts will not be displayed correctly. If unable to connect to this account, you can use another account or create a new account to contact.

 

Although restoring access to the account is a somewhat difficult process, maintaining patience and providing as much information as possible to communicate with support personnel is hopeful for a recovery. We hope everything goes smoothly for you.

 

Best Regards,

Addie.C - MSFT | Microsoft Community Support Specialist

and then I sent the following:

Thank you for quick response, although, I feel there is a miscommunication, because your replay is similar to what has been mentioned on the phone, so maybe I am not explaining it correctly. I will try again.

You mentioned if I still have password to the account.<< I don't understand why you would say that, because in my text, I am writing because I "do not" have access to that account, which is where the paid subscription is tied to, therefore, it is "impossible" for me to "logging in to this link: https://account.microsoft.com "

You mentioned "and enter the correct password." This is the reason I am writing, because I "do not" have it.

Also, you mentioned, " When verifying your account, select I don't have any of them when trying to sign in and follow the prompts.", This is where the two-factor authentication occurs.

It will send the code to the email address on file. I am able to access my own bellsouth.net email for that code. The problem occurs when they send the two factor authentication code to a "landline phone." I have no way to change it to a cell phone, which is the issue. Even with the recovery code, it is asking to authenticate with the two factor and this is the issue.

You are asking me to log on to places, which is "impossible to do," hence this issue. Is there a way I can talk to someone on the phone. Thank you in advance for your assistance.

In a nutshell, I just want to change the two factor to my cell phone, and I can do the rest by following the prompts. Microsoft is receiving my paid monthly subscription for this account and somebody should be able to reset this one area

Anything you can do to help, I would be greatly appreciated. Thank you in advance for your assistance