Was that a pang of guilt repoman???
I don't remember any particular host being mentioned.
msrosie - sorry but having a basic 'go' at hosts will get mixed 'sorry' and 'what is the problem' replies.
Hosts will try if they are serious about their business, and of course some will not. Payment does effect it, if you pay you 'should get service for it' but again check what you're due.
A question was asked about asking, I'll say 'silly but forgivable' questions, if that is the case you should still get a cursory reply, but don't expect much if you show no self help.
Basically a couple of posts to say nothing we don't know, be specific if you need to.