Bad customer service

I have had my rain 5G router for months now, it only worked fine for the first 2 months, then after that it started loosing network, I've tried moving it countless times, I've tried calling multiple times but everytime they would say I am connected to a wrong pole, but they failing to take me back to the original one I was connected to because I never had problems then. The last time I called I was on a phone call for close to 2 hours still didn't get any help, the lady said they would call me back and maybe a technician will be dispatched to come and check the problem. I told her that you guys never call me back, she said I will get a reference number in my emails, which I never got, I also never got any call back, no technician came to my house. Yet I pay the full amount every month with no fail. This is frustrating, I am not happy with rain at all