Urgent Complaint Regarding Ongoing Network and Router Issue

Good day,

I am writing to formally raise my frustration regarding an unresolved issue with my rain service.

For the past 2 weeks, the 5G network has no longer been visible on any of our devices, and we have been forced to use a much lower speed connection (2.4G). During this time, I have contacted rain support multiple times and have spoken to approximately 6 different agents. We have gone through every troubleshooting step possible repeatedly, but the issue remains unresolved.

The last agent advised that a replacement router would be delivered because all troubleshooting had failed. However, today I only received a rain SIM card instead of the replacement router that was promised.

What is most frustrating is that every agent states that the matter will be escalated, yet nobody from the escalation team has contacted me or provided any update or solution. Communication has been extremely poor throughout this process.

To make matters worse, the network is now completely down, including the lower speed connection, and I am currently left without any working service.

I urgently request: - Immediate feedback from the escalation team - Confirmation of whether a replacement router is actually being sent - A permanent resolution to this issue as soon as possible

This matter has been ongoing for far too long without assistance, despite numerous calls made to support.

I would appreciate urgent attention to this complaint.

Kind regards, Basetsana Seopa