It was about a 20 minute wait for a 45 second conversation. The Rep reset it with just my order number as information. Attempting to download again now. at about 8%. I've got a 30Mbs connection and also had trouble loading the page. By the way don't send them an email. The email response provides you with another number that when called sends you to another number that has been disconnected. Seems that calling the 877 number is the only way to fix this, that is if I can download it.