Yes, it is very frustrating. I have asked numerous times for them to help me remotely but they have told me it's not possible. I don't understand why it isn't possible. I paid in full, like many, on my first visit. This was supposed to cover my two follow-up appointments, neither of which I have been able to attend due to the coronavirus.
While I understand it's an unexpected event, I would still expect them to try to accommodate by allowing virtual appointments and updates. Countries are on lockdown for crying out loud, and each time I email Neuromod I get the same response. It's so frustrating. If colleges can administer classes online, Neuromod should be able to assist in remote updates.
Sorry about the mini-rant. I am just very disappointed that I spent over 2 grand on a device and I can't even get a hardware update or setting adjustment for who knows how long. I personally won't feel comfortable flying for a long time.