I submitted a ticket regarding this issue (linking to this post also to save time as I have outlined the issue here with pictures) and followed the instructions provided by support (download a thingy to gather info about my computer) then heard nothing for 5 days.
I went back to work (I work out at sea and am without internet for longish periods of time) and meanwhile my ticket was closed after not replying within 72 hrs.
Too bad that I'm expected to wait for 5 days before receiving a reply, but support closes the case after 3 days of not hearing anything.
Doubtful that I'll be resubmitting a ticket on this issue given that I cannot guarantee that I can reply before my ticket is closed again.