Failure in process

Unbelieve lack of process for a company this size. I have two contracts with Rain, they sent me one router that has dual band Wifi, 2Ghz and 5Ghz - which works well on all my devices. The other router they sent is just 5Ghz which does not work on some of my devices, so all I want to do is get them to swap the 5Ghz router for another dual band 2Ghz / 5Ghz router and its been 4 days and I am still waiting for a call from the network team (who are the only team that can supposedly authorise this) They have missed their promised timelines twice already and still no one gets back to me. The process is so broken it will probably be faster to cancel my one contract then order a new contract. It is such a dissapointment as the connection speed is actually really good.