Bad service

I recently upgraded my contract to an apple I phone 6, the device required an update on the software when I attached it to my pc , to my surprise it fail to update the system and failed to restore factor setting , so I decided to call my service provider Altech Autopage , since 10 am I have been battling to get hold of any consultant , eventually at 1h30 a consultant answered my call and asked me to hold for the technical department , the line went dead while holding again, I tried numerous times but no service from any consultants again. This is poor customer service , and wish I could cancel my contract with this provider , because they are helpless .