Telephone support

I have been a Simplisafe user for 5 years and now use the most current system.  I have begun to have issues with the system and I am very disappointed that I cannot get through on the telephone for help.  Sometimes you just need a live person on the phone to help troubleshoot issues.  Two different times I have sat on hold for over an hour to then be disconnected before getting anyone..  Has Simplisafe grown to the point that they cannot service their current customers?  I have an entry door sensor that no longer communicates with the system.  I have changed the batteries in it as well as the keypad and the basestation.  The sensor does have a blue light when I open the door, but no tone now and the keypad says it is not connected????  What next?  I have always been happy with this system, until now and cannot get help.....anyone else have these issues?