I mean, it's still happening to them, one whole year later. To be completely honest, are you unable to recognize that from their perspective, you are shit, because they're having serious issues with your product, and you stopped helping them because... they tried to tell their users that getting dropped from the chatroom is Matrix's fault, not theirs? Can you not see how completely unacceptable it is for thousands of people to be randomly dropped from rooms?

Fixing fundamental basic functionality of your app should not be classified as having "burnt a bunch of time investigating this".