First of all Customer Support always seems to be extremely busy which may just be a short staffing issue. I've had better luck going to the Support page on the website and chatting when the Chat button says they're online. I had a similar but probably unrelated issue in that while riding either my Pedal Assist up or down arrows on the remote didn't work. When they started working again they sometimes increased or decreased more than one number. Rad Tech told me that if the brakes are in any way engaged then the PA buttons will not function. This makes sense as it may prevent the brakes from being less effective. It also explains the jump in more than one level of PA when it starts functioning again.