PUBLIC COMPLAINT – 20 Days Without Resolution

I am extremely disappointed by the complete lack of service, urgency, and accountability from Rain. On 27 January 2026, following a sustained power outage, my 101 Pro router stopped functioning properly. Since then: TVs cannot connect to either the 2.4GHz or 5GHz WiFi networks. One TV only works via Ethernet. The second TV cannot connect at all. A third TV (previously in storage) was tested and does not detect the WiFi network either. MAC filtering is not enabled. I have reset all devices, changed WiFi credentials, and performed a full factory reset of the router as instructed by your consultants. Your consultants have also performed multiple remote resets and configuration changes. The problem persists. Importantly, all three TVs connect immediately to a mobile hotspot as well as to a standalone Huawei mobile WiFi router, confirming that there is no hardware or software issue with the TVs themselves. The TVs were working perfectly on the 101 Pro (5GHz network) before the power outage on 27 January 2026. Since that outage, they no longer detect the router at all, and our mobile devices also continuously lose connection. The only variable that changed was the power outage. This clearly indicates that: The router has malfunctioned; or There is a configuration/network fault preventing proper connection. I have logged multiple tickets, all still open with no resolution: ***2 / ***6 / ***0 / ***6 / ***0 It has now been 20 days. Every time I call, consultants simply “escalate” the issue. I am told logistics takes 3–5 business days to dispatch a replacement, yet confirmation is still pending. In the meantime, I am paying for a service that is not functioning properly and am forced to use a mobile router with an alternative service provider, causing additional financial strain. Under Section 54 of the Consumer Protection Act, consumers are entitled to services performed in a timely manner and to a standard reasonably expected. This has not happened. I am requesting: Immediate confirmation of technician dispatch or replacement router dispatch. A pro-rata credit for the period of non-functional service. Clear communication and accountability. If this matter is not resolved urgently, I will escalate it to the relevant regulatory authorities. Rain, please resolve this issue instead of continuously escalating it internally without outcome and pushing a paying customer from pillar to post. You are quick to respond to new sign-ups, yet the lack of assistance for an existing customer with a defective device is absolutely unacceptable.