5G Router No Service

We are still waiting since your response no one has made any contact of whatsoever. This is so unfair in so many levels that we suffer for a service we are paying for that you have already deducted for the month of May.

This is mid month now in May and April has came and passed with the same problem, promises after promises and yet no service, We are more than furious or disappointed with RAIN service, if they can not resolve this 5G they must just say so, no calls no technicians showing up, waiting in vain..

Good Day Sir/Madam
This email has a reference. we have been inconvenienced for a while now, if you check within your system you will find that we have been logged complaints after complaints about the non functioning of our 5G router since April. Now its towards the end of May and no service, this is truly unacceptable especially that we are paying for the service.
One your technicians named Andrew - +***8 finally came to look at the problem and told us that the router is getting a weak signal from the tower, strangely that when we had a conversation with someone else we were told that we are in a good 5G coverage zone that is why we app**** for it, he is suggesting that an outside device needs to be installed to rectify this and this won't be possible because its a school res building.
Now this is what we are proposing: since RAIN could not get our 5G to work , we request that we be transferred back to 4G.
Once more we have been inconvenienced and ignored for a longtime, we have not had internet services from RAIN for nearly 2 months now where we had to use extra money to buy data so that learning can take place.

The reason why I am downgrading is that you have failed to provide a working service for us from April till now yet today you continued to bill us for the Full 5G product.. I am so disappointed that we had to go through this and have spent so much money buying extra Data and still be billed for a non working service and yet the cancelling option gives an error so what does work? it feels like I am stuck with a problem that no one cares to resolve instead we get promises that are not met

So what is available at this area if I am reading this: Please explain to me: This means that unlimited 4G for any device isn't available in your area. But with fast 5G for home, you get so much more.

Now this is classic, after the pain of trying cancel my 5G from RAIN and opted to be downgraded to 4G, after countless attempts today I get a call from them and upon being assisted to get the 4G package I am told I must hold the line to speak to Billing department so that they can sort this issue of being billed for 2 months for a service that was not functioning. I was on hold for 8min listening to music eventually someone answers and to my surprise there is no direct line to Billing department I must speak to him and then he will escalate this issue, he ask to verify my account and upon explaining to him that the lady that was assisting me changed the account details to my son because he will be using the service and he will take receipt of the package since Im in another province, the gentleman tells me that he cannot assist me because I am not the account holder and I am explaining what happened in the earlier call and that Im still the paying person in this account, I was told that its company policy that he must speak to the account holder, It is my account that these deductions have been coming from and now Im told i cannot be assisted because Im not the account holder, so my question is this, was the lady wrong to change the details and I have given him all the correct details on the system, so we left it there that its against policy so it means it was not against policy to deduct full amounts for 2 months for services not rendered.
So maybe it means I must check which legal body can assist me to get my refund back of R499x2months. I am thinking of cancelling the 4G package that I had to pay for it today upfront and it was paid. I have been through so much inconvenience from RAIN since April when they gave us the 5G saying we are on the 5G area but it never worked and sim cards were even changed but still.