The 24/7 support claim held up when I tested it. Sent a query at 2am and had a response by around 5am. Not instant but reasonable for an overnight ticket.
20 minutes of partial service in a month is within acceptable limits. Complete outages lasting hours would be concerning, but brief partial disruptions happen even with professional services.
The initial load latency difference is because the stream must authenticate with the CDN on each channel change. Ethernet's lower round-trip time speeds this up.
After helping many friends set up their first MAG device I put together this pre-setup checklist. Doing these in order prevents the most common first-time problems.
After dealing with support teams from multiple providers over the years, these are the indicators that separate professional support from the kind that wastes your time.