Hi NiteLifeUK.
I am a web hosting reseller and, like you, use the 38h.com services. I have nearly 100 websites hosted with 38h.com. One of their servers (WEB3) went down for a 6 day period in June - which affected 13 of my websites - I guess this is what affected you.
38h.com have gone desperately downhill over the last 18 months and, as you have discovered, they do not answer Tickets, phone calls, or emails.
Although WEB3 is now working, I have four major Ticket incidents logged with them for 3 weeks now (plus several minor incidents). I have lost several customers during the last week because I cannot even tell my clients when problems will be fixed (because 38h.com do not reply to me).
I'm pretty sure that 38h.com must have gone bust and would recommend that all their clients do what I am doing now - looking around for a new host.
If anyone can recommend a UK-based host (makes tech support easier) that offers cheap shared Windows 2003 Server-based hosting with unlimited PHP, Perl, ASP, ASP.NET, SSL, POP3, SMTP included - or dedicated Windows 2003 Server hosting with the same facilities - then please let me know.
Cheers,
Alan