Problems from the get go

Visibility: Open to anyone

    I bought my sling box 350 in the Bay Area and sent it to my parents in Illinois and ever since they have hooked it up it has been problematic.  The picture is sometimes there as is the connection.  The support staff is rude when you get them on the phone.  When my father tries to log-in from his house the connection is spotty at best.  Am I missing something here?