Poor customer service and call resolution

I've been a customer of Rain for just over 4 years and I am so disappointed in your customer service. I've been calling in and submitting support requests multiple times for the same issue regarding network dropping, losing connectivity, no internet, have to reboot multiple times. I've done all the troubleshooting techniques its still experiencing the same issue.

Last week I logged a support call for my 5g and gave a detailed explanation only to get a response a week later saying sorry for the late reply they need my address and more information on my error? How do u not have my address when I select the address before submitting the ticket and what more information do u need if I've detailed the information.

If its a router issue can this be replaced as every month you faithfully recieve your debit order.