Not Bad Service - No Service

We are a channel reseller at IS-Ignite and over the past few months we have had numerous of problems with some of our clients, the response times are horrible if and when you are lucky enough to get a response. I have now been paying for one of my clients domains to be hosted by IS Ignite however there are problems with the hosting, i have logged 3 different tickets regarding this situation the first ticket being logged the 7th of September 2015 with no resolution or feedback as yet. So now i am paying for a service that we are not receiving.