Hi Sally,
Sorry to hear of your experience with our chat support. From your case notes it seems the chat disconnected but there is no indication why. However I do see that you requested that we help you troubleshoot your site once your data refills in May. I would rather get the ball rolling now so I will be adding token bandwidth to your account so that you can run speed tests for us to evaluate.
Please run a set of 5 speed tests 3 times over the course of a 24 hour period for us to properly evaluate your speeds. Try to run these tests throughout the weekend. Especially during the times that you have seen are the worst for your site. Go to
www.testmy.net and use 12 MB as the test size. Once you have a good pool of tests please post them here. We'll be able to escalate this to our engineers and have them work on your site.
Your patience and cooperation is appreciated, and we look forward to hearing back from you.
Thank you,
Chris