Rain 5g: Pathetic Service

On Saturday the 10th of August 2024 I had no internet connectivity. My 5g light on my router was off. I restarted my router multiple times with no success, including removing my sim and resetting the router. I called the Rain Call Center and spoke with Swati (ref ***) to explain my problem, she told me to restart my router (which did again). She advised she would escalate to the technical team to resolve this. I enquired what the turnaround time (TAT), or SLA is, and to my surprise was told there is no TAT. I waited and due to my frustration, I called again and spoke with Harshada (ref ***2) who told me the same thing, he would escalate to the technical team. I was told I was connected to a 4G tower, of which I have no idea how. I did not play with any settings whatsoever. I called a third time to follow up on my escalation and spoke with Hemanth. I was told because I called in multiple times my escalation was automatically cancelled. What kind of process is this? If a client calls in numerous times it should flag the customer as a possible complaint (in my mind) instead it cancels an escalation. Only after complaining was my issue resolved on the 10th of August 2024.

3 days later on the 13 of August 2024, I am experiencing the very same issue again!!!!! I called the Call Centre at 19:43 and spoke with Rose to relay my issue and was asked for the area I am in, which I gave, and was told all the towers in my area were down. I asked for an estimation on how long it would take to resolve the issue and again was told "I cannot give you a time". attempted to call again at 20:03 and the IVR system informed me that their operating hours are up until 20:00. Looks like Rose didn't want to assist me but rather wanted to get rid of me to log off and go home. Absolutely pathetic service. I am so displeased with the service.

Rain if you see this complain, sort out my problem!!!