yeah I have a feeling you need to get to their level 2 tech by calling the phone support line versus emailing/chatting etc… You need to get past their level 1 people who just know the basic troubleshooting. I spent about 20mins with level 1, rebooted my router with them before getting to level 2…
I was lucky that I had 1hr+ to kill on the phone with them as we did multiple tests showing them the issue (and i also authorized them to look at my recordings). I was able to prove to them that sometimes it worked and othertimes not… I opened my front door and waved at the cam. First time it caught me opening the door, vs subsequent times it did not…
You can also refer them to the case I have open with “Janette” from their Level 2 team in Arizona. I wish there was a ticket number, but they seem to track things only by email address…