Guild Wars Original - Can't Login. No Support response.

Hi guys,

Been wanting to get back into Guild Wars (the original) but it's been years since I last played and I haven't a clue what any of my old character names were and it's part of the darn login process. 4 days ago I made a support ticket to see if someone could assist but still no reply other than the automatic one, does ArenaNet still support Guild Wars 1 at all in regards to these kind of requests? I'd of expected some response at least saying they can't help within a few days if that were the case but nothing for this long feels like I'm doing something wrong.
Am I being too impatient? I oversee a helpdesk and these timeframes seem a bit crazy X-D.