Yeah, as they've become more popular, their live chat has slowed down a bit.... waiting time has gone up 10x.... but consider, it used to be 3 minutes, but now it's 30 minutes. On my former host it was 'You will receive an initial response in 24-72hrs'. Then when they replied, again, 'You will receive a response in 24-72hrs'. So what used to take a WEEK to resolve, even with HG's slower response, still takes less than a day.