Incidents with Rain

I've had a fairly good experience with Rain's 5G Network until now, On Sunday,12 September 2021, my router suddenly stopped working, i then proceeded to log calls and incidents with Rain and was vaguely assisted over the phone, eventually the matter was escalated to a network engineer on Wednesday, 15 September and i received word that my router would have to be swopped out and i would need to reply to their email with the incident information, which i did., I then got onto another call with the support engineers on Thursday, 16 September and after a 45 minute call, my call was dropped (with no call-back). I am constantly being told that the matter is being escalated but nobody is actively doing anything to resolve the issue. There is no proper feedback given and they cant even advise on an ETA for when my new router is to be delivered. I don't understand why incident resolution is as slow as it is and working from home, I need internet access, so not receiving the service that I am paying for is quite frustrating.