As others have said, I think it is crucial that you open up a support/help ticket directly from INSIDE the app, not just via phone or chat, when the problem is with the app itself. From my experience now, I think a lot of the regular support channels are clueless about the app, which seems to be a separate deal from TV Internet and landline service.
I still also think it couldn't hurt to turn to social media broadcasting, not dm. You’ve got to get the internal app developers’ attention somehow. And there must be many layers of bureaucracy between us and them.
Crossing my my fingers for you!