Yes I have heard back from them twice over the last two weeks. The first time they told me to delete temporary files and stop background programs, and give them my computer details if that didn't work. Then when I told them that didn't work, they told me to run a special exploratory thingy (that I've forgotten the name of), which I haven't done because:
During the last two weeks I have also been doing my own testing. I have concluded that the problem does not lie with my cds, or my downloads, or zonealarm. It seems to be something to do with my computer. So I had my dad completely reformat my computer, and I am now playing again with sims reinstalled. It is still freezing, but not in the same way, and not in a repetitive fashion like it used to (freeze at the same spot each time I play) so while I am annoyed that I have not pinpointed the problem, I can seem to play like this so, so far so good...