First they said that it loaded fine for them. (I pointed out that it didn't for me.)
Then they said that there had been a problem with sites starting with the letter 't', but our site was fine. (I pointed out that it had just taken me 17 seconds to load a page.)
Then they said that actually there is still a problem, but they are working on it.
I asked when it would be sorted.
"Fixing this issue as soon as possible is currently our top priority. Unfortunately, I am not able to give an estimated timeframe."
Then they said it had been sorted. I pointed out that it had just taken 12 seconds to load.
They have now 'contacted our next tier of Support to check the case.'