Intermittent cellphone reception in retirement village

Can someone Explain to me how do one report bad reception in an retirement home if when 082135 they want to know if you are phoning from this place as they need to fault find. The after convincing them that it is impossible they get someone to phone back telling you that because you have a contract they cant assist and rather than transferring you they put the phone down. So after complaining about bad reception one now also need to complain about NO customer service because you have a contract!!! Fortunately call do get recorded