BAD SERVICE

We are having two routers with Rain on one account and on one property so that we are not having issues we are paying so that we get what we need.

On the 24th of Feb one of our routers stop working and the red light was on the whole time. We made attempts to contact rain but because it was a Sunday we were unsuccessful. We contact rain on the Monday , did all the resets ‘ soft , hard and everything’ after 2 hours on the phone with the agent eventually the guy advise that the sim is faulty and they will call us back for a new sim, No call was received and once again we phone to request for a new sim as we were advise the sim is faulty. A new sum was received the Friday . So I phone to get it activated , not working still red light is on . We add the sim in the other router and it worker. Eventually we tried to explain that it is working in the other router but not in the one router , so obviously the router is faulty .

We spoke to a manger – did not get his name , after a long fight and absolute rudeness , he advise that our debit order date was for that day and it did not yet go off so he is not able to assist unless they get payment , We advise him that it is unfair for us doing our part but we are not getting any service that we are paying for . He said sorry he cannot assist unless we make a payment , he said if we pay then we can phone back and advise the agent that they can order a new router. We immediately made payment and phone back and another agent answer the phone.

We explain the whole story again and advise what the manger said, he advise us that he is having a process he need to follow and we once again did all the resets that was possible , after 2 hours later he eventually advise okay maybe it is the router , he will escalate to another department that will get back to us and then a new router will be send . We had a huge fight as this was not the agreement , he advise that he need to follow protocol and cannot do as the management advise earlier on the phone .

So to date we have not receive any further update from Rain , we are paying for a router and wifi that is faulty .

At this stage we feel that Rain is steeling our money and not providing us with service that are paying for. This is unfair . Your office is quickly to disconnect our wifi if the debit did not run , the same day , but when we beg and phone and emails , no service is being received.

We already phone over R500.00 airtime out on your call centre , without any success.

I think is a shame on you and your office .

This need to be sorted .

Cheree