I am constantly amazed that companies don't give information to their customers. If it's a hardware issue. Say so. I completely understand things made by man will break. Tell me when you will have new hardware and I'll plan accordingly. If you are being disrupted by external sources, say so. We will root for you. People have a capacity to be patient and understanding when they are given information. Most companies lose customers because they did not trust them enough to tell them what's happening to the service they paid for. Of course there will always be trolls that just like to say negative things. But the vast majority of us just want to know what happened and when you expect a real fix. The canned pre-programmed response works for a moment while you figure it out yourself, but eventually information is your friend. Just my opinion.