Beame not response

My Beame device status has been showing as red (thumbs down) on the App. I've been trying to call Beame for the past 3 weeks but the phone keeps ringing till the call gets cut. I managed to get through last week and was told a call would be logged with the technical team for a replacement, I have not received confirmation of this. When I ask when this would be done the consultant told me they told know their technical department's turnaround time. Today (28 October) I called to followup, and again the phone keeps ringing with no response. Can I please have this sorted out ASAP as I'm paying for a device that in not functioning.