Rain: making Telkom look like superstars

I signed up more than a year ago with rain, I got the so called 5G “premium” package, it was never the “ultra” speed as advertised, it was sketchy at times, but I could manage, I am in 5G coverage and my router is outside with no obstructions, I downgraded to 5G “standard” 30mps, it’s all I really need at the moment, first Rain took a chance and tried billing me for the premium package again, once I got that sorted, it worked fine for a a few weeks, then all of a sudden I am stuck with a download speed of 60kbps, every single thing I try to watch, I get thrown back to 2008 when everything was still buffering, I tried to reset the router, it discovered that my reset button on the router is broken, there’s a hole to reset but it leads to nothing but emptiness, so I can’t even try that, stuck with a shoddy router, I’ve mailed numerous times to no avail, the service delivery has always been on the slow side, almost like a government agency, no rush, I get it’s COVID, I do, but there has to be a way for us paying customers to get some support from someone, I pay for 5G but I feel like I am get EDGE or GPRS like speeds, please solve this for me