Rain terrible support

I migrated to Rain one September 2021 and my internet speed was upgraded from 30Mbps to 50Mbls. Now when I checked online they took me back to 30Mbps with no communication. Whoever is currently handling the department for customer support is doing a terrible job and you don't get a response or you have to wait more than an hour to try and get help only for the phone to be dropped. My current router has issues and has a weak signal but when I got a call I was told nothing could be done and the call dropped. All I wanted to know was why the speed dropped but the amount I was paying had not dropped and if the router belonged to them they should replace it if it was faulty.