Total Wireless Samsung Galaxy 6 won't do software update

[Android Central Question]

I have a Total Wireless Samsung Galaxy 6 (bought through them) phone with Total Wireless service and it will not update to the latest Software version. It tells me that Software update is temporarily unavailable try back later. Total wireless has been no help. I feel like it will never be able to update. I heard that you have to do a factory reset but there has to be some other way??? I need help, I just bought this phone new last year! Thank you.

Jessica