Faulty Router and Rain offers to cancel my subscription instead of replacing the router

I have been having a faulty router which i reported on the 15th of July 2020. I receive a call from Rain only when I write a review on hello peter and they would pretend to be assisting me. At first they said they will send people to replace it and take the faulty one and later on im being called by a consultant who request me to use the reset button that I have tried several times without any success, and I also advised when I was logging the query for the first that the reset button is not helping at all. Thirdly they give a url to use in order to try and connect my router which was also not working. Without receiving any help from Rain, I requested that they rather cancel my subscription as im paying for services that im not getting, and instead of saying they will fix the problem for me, they were happy to say that they will action the cancellation immediately.