user: I want to call up and get xfinity but my verizon phone isn't working.
agent: Is this your Mobile or Residential phone?
user: residential Residential
agent: Thank you, was the phone service interrupted/suspended?
user: I KNOW THAT I DON'T HAVE A DIAL TONE AND CAN'T CALL OUT OR RECEIVE CALLS. I know that the bill is paid every month.
agent: Tom, Please send us a DM so we can access your account.

Customer is complaining about the Verizon phone that isn't working. Agent enquires about the phone service and requests for DM to access the account.
### Instruction: Below is a conversation between a human and an AI agent. Write a summary of the conversation.

### Input:
user: I want to call up and get xfinity but my verizon phone isn't working.
agent: Is this your Mobile or Residential phone?
user: residential Residential
agent: Thank you, was the phone service interrupted/suspended?
user: I KNOW THAT I DON'T HAVE A DIAL TONE AND CAN'T CALL OUT OR RECEIVE CALLS. I know that the bill is paid every month.
agent: Tom, Please send us a DM so we can access your account.

### Response:
Customer is complaining about the Verizon phone that isn't working. Agent enquires about the phone service and requests for DM to access the account.