Remember that last update where they had to release an emergency update because certain PS2 players couldn't connect because of a router issue they overlooked?
I suffered from that problem. And it took me three weeks to alleviate the problem because they would continuously repeat the same damn things over and over again. In the end, turns out my network adapter fried during the required restart. They never once suggested that, and they had me buy new cables, powercycle, call sony, and in total, I had sent them fourteen separate emails before I finally gave up and bought a new adapter. SE's technical support is quite possibly the worst you will ever encounter, and I must give you this advice:
DO NOT take anything they say seriously. Get a second and third opinion if you can. They very rarely know what they're talking about, and are notorious for telling you to "throw this away and buy a new one of these." Print out any emails then send to you, and then go to a local technical store (BestBuy or something like that) and have them look over your problem. They're the ones who ended up telling me it's probably my adapter, *not* SE.
OK sorry for the rant, but I really hate working with stupid people who are supposed to know this stuff.