This study examines the challenges students face in higher education institutions, specifically the disconnect between centralized support systems and individualized student needs. This paper explores the delays experienced by graduate students at the online campus of a higher education institution in the Caribbean when contacting their administrators or faculty. Data were collected from 87 graduate students through a comprehensive survey measuring demographic information, communication experiences, needs, expectations, and preferences. Analysis revealed that students predominantly utilized email communication with facilitators and direct contact with academic advisors. Primary challenges identified include delayed response times, difficulty identifying appropriate institutional contacts, and inconsistent information dissemination. The findings suggest that clear communication protocols may reduce the overwhelming number of emails. Students preferred a dedicated team over automated systems or FAQs. Future research could involve focus groups to explore the role of human interaction.