Violation of my contract

If u want to sign up a service an agent gets to u in under 5 minutes. But if u have an issue then u can wait up to 4 hours at a time before u hear from an agent. I want to cancell my service. Still cant get an agent. I have a 50 up 50 down line but my fastest speed i got is 2 megs down 50 megs up. This is a violation of my contract that we have both agreed to.