Sims 2 Progress Gone after repair install

[lotusblossom261]

Dear Community, 

2 EA techs had suggested I do a repair install of my Sims 2 Ultimate Collection. After each one I have lost my house and Sim family. It's as if they never existed. Is this supposed to happen? Please advise on what to do. In addition, does anyone know why the shat support option is gone from the Contact Us page?

Thank You

Lotus Blossom