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Izak T

1 reviews | Active since Jan 2025

09 Apr 2025, 10:27

A Warning About Rain ISP Based on My Experience

They say the best adverti*****t isn’t flyers or billboards, but the word-of-mouth experiences of customers. Before you consider Rain as your Internet Service Provider (ISP), I urge you to read about the challenges I’ve faced with them. In April 2022, I helped my mother switch to Rain as her ISP. Everything worked flawlessly at first. In June 2024, she upgraded to RainOne, which included two 4G SIM cards for calls, as Telkom’s tariffs had become too expensive. The SIMs worked perfectly until December 2024, when we noticed a drastic drop in signal quality on both devices. Making calls became nearly impossible due to poor or no signal. As a former Samsung HHP technician, I know my way around mobile devices and troubleshooting. On January 15, 2025, I logged a support ticket (***), explaining that the signal had deteriorated since December despite previously being reliable. I confirmed the APN settings were correct and tested the devices—one of which has both a Rain and a Cell C SIM. Swapping SIMs and slots made no difference; the Rain SIM consistently had no signal, while the Cell C SIM worked fine. After 48 hours with no response, I logged another ticket (***) to follow up, but still received no meaningful help—just an email with APN instructions I’d already verified weren’t the issue. Frustrated by the lack of support, I posted a review on Hello Peter on January 27, 2025, expressing my disappointment. Only after this public review did Rain log a third ticket (***). I reiterated that the problem began in December and provided evidence: screenshots from a signal app showing poor reception at our premises. I even tested the devices in another area, where the signal was fine, proving the issue is location-specific. Rain suggested they’d send a team to investigate, but no one ever arrived. On February 12, they asked for three weeks to “optimize” the network, promising an update. As of today, April 9, 2025, I’ve heard nothing. To add insult to injury, on April 3, 2025, I received a notification that Rain will be increasing the monthly payment—yet they can’t even resolve this ongoing signal issue. My mother, who turns 84 this year, re**** on Rain for affordable communication. Now, with no reliable signal, I worry about how she’d make a call in an emergency. Their product and support have failed us since December 2024. What started as a great experience has turned into months of frustration. I share this to caution others: think twice before choosing Rain as your ISP.

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Replies (2)
Rain
Rain's reply09 Apr 2025, 12:15
Official
Hey Izak T,

We're sorry your rain experience has not been as good as expected. Thank you for bringing this to our attention, we are currently investigating your query and we will be in touch to assist further.

Regards,
rain.
IT
Izak T's update09 Apr 2025, 14:13
Reviewer Update
Dear Rain Support Team, Thank you for your response regarding my ongoing issues with Rain’s service. However, your reply does not adequately address the core problem I raised—the drastic drop in 4G SIM signal quality since December 2024, with intermittent issues ranging from poor to nonexistent—and I’d like to clarify why this remains unresolved. Your primary suggestion to reset the APN settings on the 4G SIM cards overlooks the troubleshooting I’ve already done. As a former Samsung HHP technician, I confirmed in my initial support ticket (Ref: ***0) on January 15, 2025, that the APN settings are correct. I tested the devices—one with both a Rain and Cell C SIM—swapping SIMs and slots, and the Rain SIM consistently shows intermittent signal issues, fluctuating between poor and no signal at all, while the Cell C SIM works fine. This isn’t a device issue; it’s a location-specific 4G signal failure that began in December after months of reliable service. Telling me to reset the APN again doesn’t address why the 4G signal became so inconsistent—making calls nearly impossible for my 84-year-old mother, who relies on this for affordable communication. You also mentioned a “faraway 5G tower” and advised moving my device toward the corner of Mirca Avenue and Orsula Street. While I appreciate the note, my primary concern is the 4G SIMs, not 5G connectivity. That said, I’ve tested the devices in another area, where the Rain signal worked fine, further proving this is a network coverage issue at my premises. What has changed with your 4G network since December 2024 to cause this intermittent poor-to-no signal problem? Moreover, your response ignores your prior commitments. After my Hello Peter review prompted a third ticket (***), you promised to send a team to investigate—no one arrived. On February 12, 2025, you requested three weeks to “optimize” the network and promised an update. It’s now April 9, 2025, and I’ve heard nothing. What is the status of this optimization? Finally, justifying the price increase due to “inflation” feels unreasonable when the 4G service has been unreliable for months. With an intermittent signal that’s often too poor or gone entirely, I’m worried about my mother’s ability to make emergency calls—a critical point your reply didn’t address. I urge you to focus on the 4G issue and provide:
  1. A clear explanation of why the 4G signal dropped at my location in December 2024, becoming intermittently poor to nonexistent.
  2. An update on the network optimization promised on February 12, 2025.
  3. A concrete timeline for restoring reliable 4G service, beyond troubleshooting I’ve already exhausted.
If this remains unaddressed, I’ll escalate this further, potentially publicly again via Hello Peter. Please respond with specific actions to fix the 4G signal issue—not repeated suggestions I’ve ruled out. Regards,
Izak T