You schedule downtime midday on a weekend. Prime playtime for most people. You say 2 hours yesterday. It passes 2 hours you should have your Community Managers post an update. It is insane the amount of little things you could do to stop the posts.
Don’t give a window you can’t follow. Don’t throw servers offline for no reason. Get Community Managers that actually communicate. I have never seen a game with such poor communications let alone a MMO.
YOU OWN AWS this is the the thing that is breaking my brain you can’t even keep your own server infrastructure up on an engine built to make it run easier on AWS like you can’t make this up.