Non-working router and unresolved complaint

Dear Rain Customer Support,

I am writing to formally lodge a complaint regarding the ongoing and unacceptable service disruption on our Wi-Fi router linked to reference number ***5, originally reported on Thursday, 3 July 2025.

We contacted your support team upon discovering that our Wi-Fi router was not functioning. We suspected that the wrong router may have been cancelled, as we had recently requested cancellation of a different device, effective 30 June 2025. We were advised, however, that the correct router had been cancelled, and the active one was unaffected. The fault was escalated and identified as a billing issue on your end, with a promised resolution within 48 hours—and potentially sooner, given Rain’s commitment to resolving tickets by the end of each day.

Despite this assurance, we had to call back repeatedly—on Friday 4 July, Saturday 5 July, Monday 7 July, and again on Tuesday 8 July—each time receiving vague or contradictory information and fresh promises of resolution that never materialized. We were told the matter had been escalated, that we would receive follow-up calls or emails (which we never did), and that billing was not operational on weekends, contradicting earlier statements.

On Monday afternoon, a call from one of your agents briefly raised our hopes when the router partially functioned—but it stopped working almost immediately after the call ended. The issue persists, and we are now six days without a functioning service that we are actively paying for.

We have been loyal Rain customers for years, but this experience has been deeply frustrating, inefficient, and frankly unacceptable. The complete lack of follow-through and internal communication has left us desperate for help and with zero confidence in your support processes.

We urgently request:

Immediate reinstatement of our Wi-Fi service A detailed explanation of what went wrong and why Confirmation of credit/refund for the period without service This level of service is far below acceptable standards. We expect an urgent and permanent resolution.

Sincerely, John Troisi