Bad Response To Issue

Since Friday my internet was off and when I tried calling, the phone line was always busy. I then tried to log my complaint on the help desk service and it constantly switched off and disconnected my complaints....

How do you contact a network who is unable to assist and help when you report a complaint which doesn't happen quite often but when it does happen, no response, reply or proper feedback? When you advise on a telephonic line your Customers have to wait long due to the busyness of calling from clients, should other alternatives not be looked at to suffice and please your Customer such as more Consultants?