Rain Service provider

This service provider is pathetic, i have been having issues with my Router and internet connection 4 almost a month now, they just keep on telling me to reset ,reboot my router then it led to my router giving issues with no information appearing on my router anymore, i have then been told they will be sending out a new router for a swop with ccd couriers for the past 2 weeks but still haven't received anything, and when contacting ccd couriers they don't pick up any tracking of a package from rain for me. Every time i call in a different agents tells me the same thing of what they see ion my account on their side but no communication from them.