Rooter replacement delays

My router has stopped working, despite being plugged in. I tried switching outlets and a few other troubleshooting steps, but nothing helped. Eventually, I called customer service and waited over 30 minutes to get through. The representative told me a technician would reach out, but I never received any follow-up regarding my replacement eligibility. I've been using the same router for more than three years and have consistently paid my monthly bills. I already paid for this month, yet now I have to spend an extra R300.00 on data for streaming and work. I'm quite dissatisfied with the service. As a loyal customer, I expect more; it shouldn't take Rain more than two days to handle a simple router replacement. Rain should show respect for its customers and act with a sense of urgency, especially since we pay for this service with our hard-earned money.