Poor service and no service

Had the worst experience with Rain out of any other company. At night time after 6 absolutely no internet. We have contacted them several times. We just keep getting told to restart the rooter and point it towards the tower. The call has been escalated to a different department which hasn't contacted us within a week. We asked for a refund as we have no service, we still waiting for them to phone us back as well. We have been overcharged on what they initially sold us.