Calling Rain over FORTY times in a span of TWO months and issue has STILL not been resolved! I beg prospective clients thinking of joining RAIN- please.....STAY FAR FAR AWAY FROM RAIN!!!

My experience with Rain has left a lot to be desired and I want to make an appeal to all those seeking to sign up for Rain to stay as far away from them as they possibly can. They are quick to sign up new clients but they abandon their loyal and existing client base, people like myself who has been with them for as many years. But now, it seems as if they dont care about existing clients like myself who has been their pillar and support for many years. Rain is more focused on increasing their subscriber base, signing up new prospective customers!

A case in point:

For the past two months, I have been experiencing extremely slow internet speeds, up to and including 6mbps, despite having the top- most advaced 101 Pro router- on the 60mbps line. I have called in countless times to customer care about the same slow speeds issue, more than you can possibly imagine!

Ive been passed from pillar to post, speaking everytime with a different agent who promises that someone will get back to me, or, they promise that they will escalate the issue, however, this doesn't ever materialise.

I have noted that I always get through to the call centre in India, never to anyone in South Africa. Now, I'm not sure if there's a language barrier or a lack of motivation in their jobs but its clear to me that there's no resolve for a resolution. Either there's a breakdown in the communication chain or they're simply ************ in what they're doing. I cant stress enough how many times ive called in to the Rain "customer care call centre" over the last two months. It's probably been 40 times if not more! Whenever I call them, then it appears that they dont know how to handle simple queries or requests.

I cannot count how many times ive been told by them to do the basic and advanced troubleshooting steps. From rebooting the router, to factory resetting, to moving it to different locations closer to a window, pointing the router in the direction of the tower. They keep on giving the same useless instructions despite being well aware that I have made known to them that these measures does not work and it's overtly frustrating having to remind them time and time again. Time and again I have been told they will connect my router to a different tower, however, the results still remains the same. There were a few times when I've been told that my issue is a result of the towers being congested.

The natural question arises in this respect: Why, then, do they continuously sign up new clients in that particular area when they know that the towers are congested? The next logical question follows immediately thereafter: Why should we be charged the full amount subscription per month for speeds which are far below than what I am paying for? It doesnt make any sense!!!

Anyway, thinking that maybe there was a problem with my router, I eventually decided I had enough of this so I visited the Rain walk-in customer service centre in Walmer, Gqeberha (Port Elizabeth) on the 1st of June 2025. I was assisted by a friendly and knowledgeable agent by the name of Roxanne who assisted me with swopping my router, offering me a mesh extender, and then I also upgraded my package from 60mbps to the ultimate package of +100mbps. Although I had a very positive experience at the Gqeberha branch, on my return home, the speeds; although improved slightly, still remained very slow. On the ultimate package which I have been activated on, speeds flunctuate between 3mbps during peak times to 20mbps during off peak, all this on a package of which I should be getting very fast speeds on!!

As a last resort and obviously having had enough of this depressing situation, I contacted Rain on Wednesday 18 June demanding that I be refunded. As justice and righteousness demands, I cannot be paying over R1300 per month on speeds that i am not getting as it has become preposterous!

In addition to this, I have been wasting my airtime and my precious time regularly calling in about the same problem and nothing is being done about this. The agent on the phone from India identifying himself as John promised he will either give me a call back himself, after 7pm the same evening, or someone else from the advanced technical team will call back. This never transpired, and it is just one of many depressing occurrences that I've been dealing with over the past two months.

Another issue which I have a problem with them is that I have made it abundantly clear, time and time again, that the only time they may contact me, weekdays, should be between 8am to 9:30 am in the mornings, and evenings after 7pm, due to my working hours; as I am unable to answer any calls between 9:30 to 7pm due to our company's strict no-mobile policy. I am available however during all hours on weekends as I off drom my work during weekends.

Despite making it known to Rain about my availability timeframes, they would call me when im at work when I have clearly said they shouldn't do that as i am unable to answer my phone at work during these specified hours!

As ive noted before, I seem to be getting better services at the walk-in centre than calling in to a call centre where nothing seems to get resolved. The problem with going the walk-in centre route is that in terms of distance to where. I am staying, it is far spread out and I have to pay drivers lots of money to take me there and bring me back home which I cannot needlessly pay if only the folks at the call centre could perform their jobs properly. Lastly, the actual people who seem to be dealing directly with the technical aspect of issues whom are referred to as the "Advanced Technical Team", I find it odd that they cannot be called directly, they can only be notified of customer complaint issues by their peers in the call centre who are tasked with logging customer queries/complaints. Either they (the advanced technical team) are not responding to/following-up with the customer care agents ticket queries, or, they truly are "responding/following-up" but are actually not committed in doing their jobs. I honestly dont know what is happening as this experience is truly depressing and disheartening. My kids rely completely on decent internet for their occasional school projects whilst I, a hardworking dad, truly deserve a pleasant streaming experience, especially after a long day of work when I arrive home. Unfortunately, I am paying for this and not getting my moneys worth!!!

The only reason why Ive decided to go ahead and post this here is because my pleas for tangible assistance are falling on deaf ears and there appears to be no effort or commitment from Rain to attend to my cries for assistance. This has no lead me to seek no other option but than to expose them on social media platforms for being greedy to sign up new clients whilst abandoning those like me who have long been their pillar of support for all these years. This just cannot carry on like this...