Support is gone, and the phone number no longer works. While support was in effect, the phone number worked. However, because ALL support for 2011 has ended, getting Microsoft to change anything at all relating to the product is not very likely to happen. I agree that it would have been much simpler for support to explain that all support ended in October 2017 and that activation of existing licenses is no longer possible. They are trained to be "helpful" in a way that seems to prevent them from being straightforward about certain things, and activation of Office 2011 for Mac seems to I can confirm that Microsoft Support has an extremely difficult time saying the "No" word.
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