Thing is for this specifically, they’d want you to report it here with the proper template and complete information.
I think it is ok to create a report this way and if it isn’t resolved within 3 months, make another. More than likely it is a non-urgent backburner issue they’ve attempted to or haven’t had the time to get to.
I would hazard a guess it is tied in with their poor choice of supplier: GPortal. Which in all honesty is probably why it hasn’t been resolved. Maybe. I am no expert on programming or sever issues at all.
But I do know that as long as the server is actually up and you see the 9999 ping issue, you can direct connect with the proper credentials.
I’ve used it plenty when seeing this bug or when a server is crashed on PVP, you can pop in even when the server is 1020 ping.