Hello there.
It's disappointing to hear you're having issues with the connection. It doesn't sound like a latency issue, as generally higher latency results in slowed response times rather than things not connecting at all. Unless the latency was extremely high.
It sounds like their may be an issue with the connection, perhaps something causing packet loss. You can check out the service status in your area to see if anything is going on locally. If that doesn't confirm an issue, it might be best to speak to the support team and have it looked into further.
Pete.
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