Internet Service Provider With No Internet!

Rain only ever communicates when it comes to their payment; whereas when there are connectivity issues within the area this does not happen. I’ve been without internet connectivity for half a day & it’s a necessity for me to work. There has been zero communication as always & the email sent not acknowledged or responded to. Where is the customer care & support? In the absence of internet will the monthly payment be pro-rata? This is unacceptable. Fix the issue or we move onto other service providers. This was never an issue until this past year! Totally unacceptable!