oh yes. the same with us. Lately, connectivity to the server has been extremely poor. I can't get any further with customer service either. It's a tragedy. But it's just an English product. We once lived and worked in England for a year, so we're not surprised. We are now stoically accepting this and making sure that the tigers are never locked in or out and hope that the problem will be solved by the holidays.
The problem is that this is a free service. Perhaps the manufacturer should find a different solution. Pet owners are always willing ;) and motivated