I always recommend requesting to be forwarded to a “level 2 or level 3 technician” when contacting the ISP since the front-line representatives typically only have access to basic diagnostics and troubleshooting tools. They might need to adjust network-level security/firewall settings on your modem or temporarily replace the device to narrow it down further.
In these situations, ultimately we can only recommend contacting the Internet Service Provider (ISP) for assistance determining what is causing the issue to occur on that specific network.
If the Desktop App finishes installing when using an alternate network, at that point we can be sure that the issue is isolated to the primary network. Hey there Bazookabird, thanks for reaching out with that information! Can you temporarily test an alternate network such as a mobile hotspot or VPN? This will help us quickly determine whether the issues are network-related.
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