I had some issues with the service when I started. I talked to the guys on the 800 number a half a dozen times before one of them finally sent it on two the Tier 2 support.

Once I got in there, they had me update the firmware on my router. That didn't get it fixed, then they made some changes on their end and how their equipment talks to my equipment and I have not had a problem since.

Perhaps the next level of support can help you.

Take care.