We've started to get a lot of documentation with high latency and other connectivity issues in route, so it's sort of a combination of both.

Communication problems between the endpoints, SE really can't do anything about them. Some have been trying to nudge the powers that be into taking some action to resolve some of those things that have been identified in between us and the servers, but no noticeable improvements yet. If you can run a tracert to your world server and forward that to your ISP, it might help spur things along on that front.

As for SE's server management and their ability to negotiate with Ormuco to fix things in Montreal.... well... we've been there, done that, and got the louzy T-shirts.