Good internet when working, worst customer service ever

Good internet when it's working. I have been without internet for several days. I have called multiple times each time they promise support will call back but I never get a call. I get emailed saying they tried to reach me but couldn't even though I haven't even had one missed call on my phone. I had one helpful person who managed to reset it and it came up for several hours and then off again. I have a router installed by Rain on the roof. I suspect it's not pointing to the tower properly as they often tell me that I am connected to a far tower when a closer one is available.