Denied service I paid for

When contacting technical support via e-mail on *** I get an automated e-mail stating that this mail box is not monitored and that I should call, which is an inconvenience to me since I prefer e-mailing. Every day, without fail, my internet connection deteriorates significantly between 18:00 and 20:00. During this period, the service becomes virtually unusable — speeds drop drastically, pages fail to load, streaming is interrupted, and general connectivity becomes erratic and unreliable. This is unacceptable for a service that I pay for on a monthly basis with the reasonable expectation of consistent performance. I wish to highlight that I have made every reasonable effort on my end to resolve this matter before escalating it formally. The following steps have been undertaken: 1. Repositioned and moved the router to multiple locations within my premises. 2. Directed the router toward the nearest RAIN tower to optimise signal reception. 3. Followed all other troubleshooting methods as advised by RAIN's customer support team. Despite all of the above efforts, the problem persists without any improvement. I have also consulted with at least two of my neighbours who subscribe to the same RAIN service in our area. They have independently confirmed that they experience the identical connectivity issues during the same time window (18:00–20:00). This strongly suggests that the problem is not isolated to my equipment or setup but is rather a network capacity or infrastructure issue on RAIN's side affecting our area. In light of the above, I respectfully request the following: • A thorough investigation into the network infrastructure and tower capacity serving our area, particularly during peak evening hours. • A clear explanation of the root cause of this recurring degradation in service. • Immediate corrective action to restore acceptable and consistent service levels during the affected hours. • Consideration of a billing adjustment or credit for the prolonged period during which I have received a substandard service. I trust that RAIN values its customers and takes service delivery seriously. I expect this matter to be addressed with the urgency it deserves. Should I not receive a satisfactory response within 14 (fourteen) days of this complaint, I will have no alternative but to escalate the matter to the Independent Communications Authority of South Africa (ICASA) and explore other remedies available to me. I look forward to your prompt response and resolution.