The ticket was marked as urgent. "Tom" reached out to me the night of the issue. I responded right away with screenshots and a description of the issues I was experiencing. I never got a reply from him at all. I followed up several times over the next week and a half with no response. I finally called (U.S. to the UK) and was told that my ticket had been closed because they had forwarded my ticket to Microsoft 360 and they "tried to reach out to me with no answer". I never received a call or email from anyone. After I called cobweb, a new technician re-opened and forwarded my contact information to Microsoft 360 where I worked directly with them.