If you think that service is going downhill just due to IP change then you need to try out some other hosting companies.
I will pay through my card if you are ready to test any of your
website hostings with other hosting companies. This was a minor problem and only you use IP address for FTP while all our other customers use their domain names for FTP.
I don't think your webmasters lost their precious time due to this problem as they should learn to give priority to domain name for ftp service rather than IP address. IP address can change even if you get a SSL certificate installed.
When you send an email to our support address you get a auto responder message which gives the ticket number. Let me know the ticket number so that I can verify if our service has gone downhill!!!!!