This is not the experience that we want to leave you with. We would definitely want to take a closer look into this issue so that we can get you back to a pleasurable viewing experience. We ask that you reach out to us while this issue is occurring so that we can better diagnose the issue for troubleshooting purposes. We are available daily from 8am-12pm ET.
I know that as a new customer this experience is beyond frustrating. Hopefully the technician can get this matter resolved for you. I'd be pleased to offer a time without service credit to your account until we can this issue resolved for you. May you please provide me with your phone number, and security pin in a private message so that I may access your account?