10 days and still not internet Yet paying full fees. Ref nr ***

I upgraded from 4G to 5G. The 5G arrived and worked fine for about 3 days, then the signal just went dead. I called no less than 8 times and spent over R100 of airtime to only be cut off and someone telling I am not pointing the square router in the right direction. An escalation number was logged nr:***. this was on 5 April at 16:00. I have been advised a technician will email me to set up an appointment. I have received no communication to date. The rain agent said that on their side the signal shows as working, however everysingle time I called they had the wrong address. Every time I gave the correct address to no avail. I have done a factory reset, sim in and out, sim in two other routers and still no signal. The last person I spoke to said it looks like they need to give a new router and sim. I am still paying FULL fees for a service I have been unable to use with only empty promises since 5 April. This is truly unacceptable and unfortunately only confirms all the bad service warning I have received from others about Rain. I am a paying customer, and would expect a level of service form the supplier who I know won't refund me, they will take the full payment for something I can't use. Very disappointed and I would like some action now please, this is very unprofessional and I am seriously considering moving to another supplier.