after i had a problem with my security, after removing nis 07, i contacted them (was still paid up for 6 months & didnt tell them i had uninstalled!!) they checked my pc over remotely and gave me a lot of time they didnt charge for this, so i am delighted with their service.
but this doesnt help your problem and i have heard if you dont have a live paid up subscription with then they blatently ignore you! never contacted them by phone always e-mail.
hope you get it sorted out, adam