Just an update on my situation - thanks for the "super secret speak to someone in the USA number".
After 45 minutes on hold waiting for the next available rep, he told me he couldn't do anything because the account managers don't start their shift until 9.00am. Then he asked me if I had tried resetting the device and rebooting my computer. Grrrrr..............
So, when I finally got back to them around 9.30 - and was on hold for another 20 minutes - what did the tech do? The same song and dance about resetting the hardware, then I finally convinced her I needed a new device, so she forwarded my call to an account manager. Who was clearly in India and had as much command of English as I have of Hindi.
Anyhoo, long story short, after about 30 minutes of "polite requests" she finally agreed to send me a new VTA, so I'll update again after it arrives.
UPDATE:::::
New VTA arrived this afternoon, and everything is working perfectly.
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