Twice I have had the same problem with NU16 referred up the chain to level 2 support. Twice I have been waiting for a response for more than an hour with no evidence that the molve is even in progress. The last notation on the remote control window is: transfering session to another technician - remote control session with xxxx has stopped.
How much longer should I wait (at this point in this session I have been waiting for nearly two hours)?