Have you tried calling them? If you can't contact them and your VPS is mission critical for you, in another topic, Sam was talking about refunding customers on the Hetzner node due to problems - take a refund and move...
Some weeks ago Sam Smith gave me back a backup of my VPS fortunately, but when i asked about the refund and i requested the also the cancellation of service (because i used the vps only 1-2 week) i haven't received a reply from him, its like disappeared!!
Unfortunately i forget to delete the paypal subscription for connectswitch and two days ago, 12.95£ has been removed from my paypal account!!
I contacted Sam Smith explaining the misunderstanding but he dont reply me, so i opened a paypal action against him.
Don't trust their WINDOWS VPS services! When i had the vps with ConnectSwitch there was a lot of problems every day!!! Lagged, impossible to connect cause hetnzer nulled their ip class, slowly, ecc.. Dont trust of his low prices!