Poor Service

For the past two weeks i encounter problems with my router.When i switch i on the second light on the router switch over to red. Its the first time it happen to me,even if there is no data it never switch on to red. Last week i decided to call Home cloud , the woman that answer my call indicate to me that they have a system problem, she took down my contact details and promise to come back to me, its almost a week ago I'm still waiting. I tried to call again i was either put on hold or cut off. I want to now who is going to pay for data that i did not use, because unused data is not carried over to the new month?