There insurance is a **** bad network

My phone when into repair they said 21 days. I need a phone I forced to buy a new one eventho have insurance cause none of them knows what's going on theyhave not even told me anything about my phone they call me and say they will get back or keep me waiting 20 min online waiting cause they are looking what's going on . What's happening ? All the call my clients give me I manage to hear 1 of 10 times bad network as well