Poor service.

I had a problem with my unstable network. I was told to update the firm ware on the router by the call center agent that took control of my ticket. When i failed to update this. I was told that it is not their responsibility to update firmware on their router. It is against Cool ideas policy. This is their equipment is it the client that needs to maintain this??? I have had no feedback from them since last week to confirm if i am still experiencing a problem.