Welcome to Justanswer.com, my name is Dustin.I'm sorry to hear about the issue you are having, I will do my best to help you resolve it.
My apologies that no one responded to you sooner.
Did you still need help with this issue? Please respond when you can and I will do my best to assist you, or if you dont want to continue I will make sure this ticket is cancelled and send you the appropriate refund links as necessary.
Dustin S.Senior Technician and Network Switching Systems Operator / Maintainer.