3-Day Internet crisis

For three days now, my Rain internet service has been completely unusable. Despite the router being plugged in and displaying a blue ring, there is no actual internet connectivity.

This failure has forced me to spend over R300 of my own money on mobile data bundles just to attempt to stay minimally connected for urgent matters. My attempts to resolve this through Rain's official support channels have been an exercise in extreme frustration. The "Ask Rain" site is a labyrinth of unhelpful AI responses that only regurgitate basic troubleshooting steps like "plug the device in and out," which does nothing to address the core problem. There are no visible avenues to speak to an actual human being for tangible support.

The most devastating consequence of this outage is the direct threat to my livelihood. I am currently on a critical work project and, due to this internet failure, I am on the verge of being dropped from it. After positive discussions with management, we agreed that working remotely was the best solution for me as a new mother. Now, because Rain cannot provide the reliable service they promise, I am facing the very real possibility of being forced to abandon my childcare arrangement and return to the office, all due to this unresolved service issue.

This is, without exaggeration, the worst service experience I have ever encountered. A service provider that offers no direct line to human support when their core product fails is not fit for purpose. It is a pity to see this, as Rain used to be a provider I trusted and recommended.

I would have expected that they IMMEDIATELY dispatch a real, human technician to diagnose and fix the issue.

And demand they reimburse me for the R300 spent on data due to their service failure.

Provide a direct channel for escalated support to ensure this is resolved within hours, not days.

Explain how they will fix their broken support system to prevent other customers from being abandoned by ineffective AI

I expect an urgent, human response and a resolution today. My job and professional reputation depend on it.