What really bugs me is how bad communication regarding this issue has been. This level of communication for something which should effectively be a P0 because it impacts DAU is something that was only addressed on social once and might be acknowledged by a rep with a boilerplate response (if you get the right one and twist their arm) is sad.

The cynical part of me think they're trying to ignore the issue in the hope that it'll blow over. The fact they're not acknowledging the issue openly and explaining, even in layman's terms what the problem is doesn't exactly fill me with confidence.

I've worked in customer service and live ops in the games industry for almost a decade now and I'll give SQENIX a little free consulting. Ignoring your players when there's a connection issue like this can hurt your bottom line, especially in a live game that requires players to come back on a regular basis to keep the addiction going. Players will tolerate A LOT of BS if there's an open dialogue and lines of communication. If they feel shut out, they'll look for their dopamine hit somewhere else, especially if their subs will start to expire soon.