The router is faulty, and Rain support hasn't been helpful.

My Rain Router has been faulty for some time, with constant internet abruptly cut off every now and then. Whenever I enquired, support told me their system detects a connection at a tower and there is no problem. The speed rate is slow, the connection range became shorter and shorter limited within the house in the end it couldn't reach other rooms, only connected when the device is feet away from the router to the router, even then, the Internet cut off multiple times all day, every day. Rain support still tells us the system found nothing wrong with the Router. Days ago the router stopped powering on, I reported it, and support told us it is connected to a tower, to which I asked the agent how it is possible when it can't switch on. After testing the connection the agent informed me that the Router it is faulty and would be replaced within 3 to 5 days, I should have my phone on all the time, and the courier will contact me. Days later I hadn't heard from the courier. I contacted Rain support to enquire about the tracking number information, to my shocking surprise Rain support couldn't find the reference number Rain emailed me after my call. I am flabbergasted, this is as odd as when the agent told me a Router that wouldn't switch on is connected to a tower, rain makes it make sense. Rain owes us an explanation. Strange enough this is not the first time Rain support has told me they can't find any information about my concern, this time I ensured to keep evidence of the chat. We are days with a Router that packed up, without internet. Basically, I have paid for a service I am not receiving and I hope Rain refund the for the days we are not receiving service and is not going to bill me in the coming month for a service I am not receiving, as long as we don't receive a functioning Router.