This is not just a support issue this is a design issue as well. There is always a chance of a timeout happening the question is what does the game want to do then. Sending you back to the map is an option so is starting a AI battle instead?
I am currently on my 13th attempt to start a match and every single one has timed out. The last few have all been the same player. Again a design topic, if someone is not connecting multiple time in a row take them out of the pool and give them an AI for a match then bring them back into the battle pool.
Sometimes the RNG battles mean it takes 5-10 battles to get a win for an incubator, if that is going to take 5-10 + each attempt taking 5+ attempts to just get a battle started we are talking about a seriously long time for something which should just take 2 minutes if you gave an AI battle instead.