Formal Complaint: Ongoing Throughput Issues and Failure to Resolve – Ref ***0

Dear Rain Customer Support,

I am writing to formally escalate an ongoing service issue that has remained unresolved since 25 November 2025.

I have logged 17 separate calls regarding severe throughput degradation during evening hours. Each time, I am given the same response: “The issue has been escalated to back office engineers for resolution.” Despite repeated follow-ups, there has been no resolution, no feedback, and no meaningful progress.

For reference, the full history of this matter can be found under Reference Number: ***0.

This situation has now gone far beyond reasonable troubleshooting timelines. You continue to bill me in full every month, yet you are not delivering the service as advertised or contracted, particularly during peak usage periods when the service is effectively unusable.

At this stage, I require the following:

A clear explanation of the root cause of the ongoing throughput issue

A definitive resolution timeline, not another generic escalation response

Compensation or billing adjustment for the extended period of degraded service

Confirmation of whether Rain is realistically able to provide a stable service in my area

If this matter is not resolved promptly, I will have no option but to escalate the complaint further through formal consumer channels.

I expect a substantive response, not another scripted escalation notice.

My contact details on your portal is correct - both email and cell phone numbers have been confirmed multiple times when speaking to your agents.

Kind regards,

Clifford Swanepoel