You can't fault the support for this. Service is down, all you can do is wait, this is the best response you can expect from the support staff in this circumstance.I hope they have similar attitude when they collect payment. Can we delay it for few months with similar reply that they are not the only one waiting for payments.
If it is that wide spread issue why they don't have any announcement on their website.
Went to their blog page and Bitdefender blocking them (on suspicious connection).
A lot of ISPs would actually do anything to avoid admitting there's a problem at their end, including waste your time rebooting, reinstalling drivers etc despite knowing full well that it's a complete waste of time.