i have stopped calling your toll free number. my previous experiences were generally awful. on every call i have to go through the same route... restart
router, take out ethernet cable put it back, login to backend and check password and so on. i understand that this could solve the problem in some cases. but they would just not accept that the connection just stopped working because of some issue in the backend. so i just file a complaint on the app (which itself is a mess as you would probably already know) and wait. if it is down for more than 15 minutes, i call the local lco who by some miracle is a super polite guy.