Well, I submitted trouble tickets and posted on these forums, with no response.
problem was finally resolved by a representative on chat, but it would have been nice to be able to use the other support methods and actually get a response.

It turns out that the welcome email I received had the wrong nameservers, so there is nothing I could have done until I was given the correct ones.

I am a little disappointed in the support, but as long as the uptime is fairly good, that is more important.