I'm sorry about the issue. Most techs are in the USA, so at night time, there may be only a few techs available and they may not be familiar with a particular issue. Please do not wait, we will email you whenever there is a response from any tech. Do you still need help with this?
What's the model of your laptop?
Are you able to extend to both monitors at the same time? Or does it only let you extend one monitor at a time?