Poor Service Delivery - Rain South Africa

We have been experiencing intermittent Wi-Fi connectivity issues for the past two weeks. While the call centre agents appear technically capable, the responses lack customer empathy and accountability. I rely on this Wi-Fi connection for my children’s online schooling. This morning, the response I received from your agent, Rocky, was unacceptably rude. I was told there is “nothing Rain can do if the tower is down.” This is not an isolated incident — the primary tower appears to be down frequently, and we are repeatedly diverted to a secondary tower where the signal is extremely weak or non-existent and have been told that the secondary tower is having issues too! The pattern has been consistent: we regain connectivity for a day or two, and then the service drops again. Presently we have connection for 5min then drops again Each time we contact support either your agents telephonically or your chatbot, it is difficult to obtain a clear, concrete explanation or resolution. Being forced to purchase additional mobile data while paying for a fixed service is not acceptable. Please can we have: A clear explanation of the ongoing tower issues affecting my area. Confirmation of what is being done to stabilise the service. A review of the conduct and customer handling by the agent mentioned above. I would appreciate this matter being escalated and addressed as a priority.Aileen Francis -