No response at Rain

Last week, we had a computer specialist visit because all of our home computers crashed. Upon inspection, it was determined that our Rain router is the issue. My husband, who has been the account holder for the last six years, has been attempting to reach Customer Care to resolve this matter. He has sent four emails requesting a new router, as recommended by our IT professional, but has received no response. When trying to call, he has been unable to get through, leaving us uncertain about what steps to take next.