Why is it so hard to get help online for Verizon's DSL service?

All I wanted was an extra DSL jack to be installed on the other floors of my house, but there is NO ONE online I can relate this inquiry to. The live chat is a joke, there is absolutely no authority there to process any problems, and the "quick support" help is just a robot on the other end taking keywords and emailing you back with "suggested solutions". NOT helpful at all!!