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Could they be?
A couple of years back, I was a mod on an early alpha game (sadly shelved by the publisher) and we'd try to offer tech support to help get new players ingame...and whilst these players would happily tell you that the client was broken, they'd leave out certain bits of information like:
They lived in the boonies and their connection wasn't the best, they were on capped connections or were trying to download the game whilst at school, via mobile hotspot or vpn...the list of reasons went on and on.
Are you in a similar situation?
I'm not in that situation.
https://steamcommunity.com/app/306130/discussions/0/1726450077631087449/