It took them more than 2 weeks to respond to my query and they're response was just them acknowledging the query

It took them more than 2 weeks to respond to my query and they're response was just them acknowledging the query. They then responded to that acknowledge by telling me that they are glad to have assisted. My 5g router used to be connected to a 5g tower for a year then suddenly changed to a 4g tower giving me 4g network connection with no explanation what so ever.