Hi - did you log your request with Gold support (telephone or service portal submission) - if so do you have a service request number? I will look into this in the system. If this wasn't logged with Gold support then please give us a call and we will be happy to assist you with the requests you have (0080012255624 will give you the option for Gold support).
Please find below the request numbers.
I have looked into those two SR's and see that you have ben waiting for a reply since the end of April - my apologies for this delay!
I have raised these SR's internally to the appropriate engineer to gain some traction. I would expect that you will hear back from them today.
I have also passed on your comment about the download speed.
Again, apologies for the delay -
Thank you very much