Unbelievably slow customer service

Been a customer with Rain now for the last 5 years and lucky enough never had major issues. Real 5 Start service. This rating is for the last encounter that I have had with Rain. My router is starting to fail causing extended periods of downtime. After several days of calling the support center that can only do basics (Reboot and reset routers) and finally getting the ticket escalated to the network team it took then 24hours to get back to me to say a tech needs to come and test and replace the router. It has now again been 3 days and the tech has not been here. All the while I am offline, forced to buy expensive data from another LTE provider to be able to work.