RBS850 - satellite always out of sync - unable to update firmware or connect via browser

I looks like the RBS850 is faulty. I bought a new one (it doesn't penetrate my small-but-longish London flat as well as I hoped it might, so a second satellite will be helpful anyways), and it works as expected, with none of the strange behaviours here, and I was able to update the firmware just fine.

I had a long chat with support, ran through a bunch of tests, fairly thorough, and we agreed it was defective.They opened an RMA. I requested the "next day service" (pay extra £20 and they are supposed to ship you the replacement and a box to send the defective one in, instead of you sending it in and getting the replacement after they've processed it). But for some reason it's been cancelled and they're trying to refund the £20. I'm not sure what's going on — hopefully I'll find out more next week.