Rain ISP: No service provided

I received my router end of March. I have been unable to connect where I lived. I have been emailing them since the 4th of April. All the replies I received . "Do you still have a problem" Today sending me a map to indicate " my router must face in a certain direction, till a signal is found." I dont know what to do. Have sent 2 emails this afternoon. I am paying for a service that I am not using.