The website is now back to where it was. Just as we were trying transfer from our long time hosting company, the whole site was lost leaving just an error message. This was when they told us that support had changed to email only, with 5 day response time (yes – FIVE DAYS!).
It took days to get the domain away from them and redirect it to a safe place in a cloud. It took longer to recover the updated site and properly re-instate it. (Leave that backup for a few days and you are bound to need it. Always back up everything all the time!).
The website is back now and will be getting better (please send any suggestions using the feedback page).