Rain no Support!!!!!!

I was using Rain internet with no problems. But my current router just stopped working and I have been trying to order a replacement router for over a week and every time I contact them they inform me a ticket has been made then I get a mail with ref number. But when I enquire I get the same message, there's no replacement router on there system!! Now I'm asking you how can this be possible? After speaking to the support team, them assuring me, that the router will be delivered between 3 and 5 working days. But when you do a follow up with them there's nothing. Same story sorry there's nothing on our system we will create a ticket. I must have created 20 tickets but still nothing on there system. Rather avoid Rain the follow up service is shockingly bad!!!!