Poor service and response times

I logged a support ticket with zero response after a week of waiting for a faulty router.

Called the rain call centre every day for a week to chase up and follow up and was promised escalation within 48 hours , which did not materialise.

I have had no Internet for over a week and still no further ahead in getting a replacement router.

Call centre agents were professional but it seems as if they are toothless in being able to effectively escalate and resolve my issue.