SeanC, your PM says: "We just need a little more information to get this resolved. Can you clarify what you mean by "log into the Jetpack" (connect another device to your Jetpack signal or log into the Jetpack itself)? When did this first start? Where any changes made to the Jetpack around the time this started? Have you been able to log into the Jetpack previously? May we please have your phone number/Jetpack line number/account number and your account pin?"
I don't know if you are actually Verizon Customer Support or a scammer, but if you don't know what logging into my.Jetpack means, then you can't help me.