When things go wrong they vanish from earth!

We pay for a package giving us a few gigs of data every month however for the last month it's either extremely slow (takes hours to connect) or doesn't connect at all. We are only home in evenings and there is no reason this should be happenning as we haven't been on the Internet the entire day HOWEVER trying to call in with the issue so you think they have the decency to answer their phones?! I've just held for 27mins before finally giving up. Every day it's the same story. Are there any call centre agents or are there so many issues with their \service"that there are never agents avail as they are inundated with calls? Is there a competitor out there we can switch to? We would rather pay more than have this pathetic excuse they call service!"""