Still no response

I have called and sent emails to Rain and still have not received a reply or assistance. At both my residence and my business I have been unable to connect to my IPTV. I have a reference for my email and yesterday when I called, I spoke to a lady by the name of Unathi/Anathi and she said that the system was slow on her side. She promised to call me back and I have yet to hear from anyone at Rain, after being on hold for 20 minutes. They are really quick to call back for new business, but once you encounter issues, no one is available. Very disappointing.