You have to ask yourself - "Why do companies hide the truth?" OR "Are they telling the truth and people aren't listening?"
Most times, working in the business of investigating issues, I find that most often it is best to offer feedback along the way as to what the findings are thus far. Troubleshooting is a shot in the dark[ness with magic missle] at times, and sometimes you find the problem is not the problem and you are headed off in the wrong direction. But, my point is, knowing what is being looked at gives people a chance to respond with solutions or probable areas to look at. It takes their minds off of berating and opens up a larger repository of brain power (which the public/clients/customers can be) to solve problems. Think of it as having more CPU/Memory/Data Stores to work with to solve a massive problem. It has already been said that the efforts people have made (e.g., screenshots, tracert data, comments about Pando Booster) have been helpful or at least thought provoking and have allowed Turbine to respond.
I think "truth", "honesty" and "loyalty" go hand-in-hand. It's that "relationship-building" thingy that we are all impressed to do to make work and life easier. Also keep in mind, that you'd rather have loyal clients working to help come up with a solution rather than blasting negative statements all over the forum or social media. Heck, put your customers to work! Give them a task of gathering data to provide you so that you can have more to work with? Consider the customers an extension of your network engineering, systems engineering, and software engineering teams! Use them, and they will respond quickly just to be able to get back to playing the game!
Heck, better they are part of the solution than causing problems and negative PR.
I respect a company that steps out of the box with the truth than holding it back. Holding it back just sets in our conscious mind and eats at us, and remains in the subconscious for later berating (as you have seen this evidence for years)! So, why not try something different!
I'm not happy about waiting on my last holiday day, but I'd rather be part of the solution.
Tell me that what I'm saying is NOT true.
Good luck! And here is hoping that sometime very soon this problem will go away!
--A Loyal customer since just after the inception of the game! And, still playing one of the best MMOs out there - if not the best.
--"The loyal player - waiting for the 3D virtual version with holographic playing in home!"