Absolutely ***********!

I have been a loyal RAIN customer for over two years, and until recently I was willing to overlook the occasional downtime because I understand that interruptions can happen with any ISP. Over the past two weeks, however, the service has been an absolute nightmare. My internet has been completely unusable, and I have not been able to do my job properly because of it.

RAIN support has been beyond useless. I have been in contact with them for the past three weeks and not a single thing has been resolved. Every call ends the same way: “We’ll escalate this to our advanced team,” or “We’ll send it to the billing department,” or “We’ll escalate it internally.” Nothing ever happens. There might as well not be an advanced team at all, because they never follow up or actually fix the issue.

The frontline support agents can only tell you to reboot your router or move it closer to a window, which are the most basic troubleshooting steps anyone would try before even calling. When that does not work, they escalate the issue and it disappears into a black hole. There are no updates, just generic emails that do nothing to solve the problem.

It is unfair that the burden of these complaints falls on the first-line support team, who clearly do not have the tools or authority to resolve anything. That is a failure in RAIN’s processes, not the agents themselves.

This is the most *********** and frustrating customer service I have ever dealt with. I do not know how RAIN has managed to stay in business with service this poor. I am moving to another provider, and I will never recommend RAIN to anyone. If you value your time, money, or peace of mind, avoid RAIN at all costs.