Netstar Poor Response Time

We have been a customer of Netstar since 2014. We ran a test today on our system and it took 15 minutes to register the panic button activation!! When questioned about why the response time was so poor, we were informed that our system was a legacy system and that we needed to upgrade. Question: why did Netstar not inform its customers that they were on a legacy system and needed to change WHEN THE SYSTEM WAS FIRST DESIGNATED A LEGACY SYSTEM? We have been travelling under the impression that we are well protected and that there will be a prompt response when this is not the case. I have been kept on the telephone listening to mindless piped music for over 6 minutes. Call centre staff REFUSE to put customers in contact with the Managing Director when such a request is made. What type of organisation is Netstar that its MD cannot speak to customers?