Help on its way but doesn't arrive.

I have been a Rain One user for over two years. Having persuaded my partner that Rain One was a good option for WiFi, she signed up yesterday at Paulshof and got her router. After successful installation in her home (I had already tested my own router there), I attempted to do a simple change of SID for the two frequencies. (I think incorrectly called speeds on the router.) Only to be thwarted by what seems to be an obvious software "bug". I was continuously told I was entering a special character, which wasn't so. No amount of starting over changed that.

But then started the usual Support experience I have experienced myself in the past. Numerous unsuccessful attempts by me to get through to ANYBODY. Only after indicating that my call was for sales not technical did I get through to a sales rep. (Does that show what's important to Rain?) From the sound of a crying child, working from home. To his credit, he attempted to get Support to call me. Only for that to meet with the same fate as my own attempts.

So here we go again. What does it take to have a simple conversation? And not just "help is on its way" emails. With a strange definition of the promised "soon".