Acknowledge there is a problem and propose solutions to those problems. Don't just let the player base hang there fighting amongst themselves because there is no SE representative to speak to the issues in the game.

Add queues, kick afkers and fix the problems that DC people and throws them out after a few minutes of play time would be a good start. Offering free character transfers so people can join their friends or consolidate all the alts they had to roll when they were locked out of their servers do to login restrictions.

Leaving people in a void of no information will very quickly frustrate people, make them feel utterly dismissed and lead them to fill in what they don't know with the worst imaginable scenarios. Sharing a little information shows people you care, lets them know that you are doing something to try to fix the problem and leaves them feeling like things may be okay in the end.

Oh...and remember, people are paying to play the game so they are your customers. If you want to them to remain your customers, you really should treat them like they matter.