Completely Unacceptable Service and Installation from Rain

Completely Unacceptable Service and Installation from Rain

Our experience with Rain has been extremely frustrating and disappointing from the very beginning.

The 5G router we received has never worked properly since the day it was installed. We have continuously struggled with connectivity issues, making the service unreliable and not fit for purpose.

When we reported the issue, Rain eventually sent a technician to replace the router with an external unit. Unfortunately, the situation became even worse.

The technician who arrived was extremely unprofessional and rude, particularly in the way he spoke to my mother. This behaviour toward a customer, especially an elderly one, is completely unacceptable.

Even more concerning was the extremely poor quality of the installation. The router was not properly mounted and there are wires hanging outside the house. To make matters worse, the cables were run under the sliding glass door, which now prevents my mother from properly closing the door because the wires run underneath it.

This is not only careless and unprofessional but also creates serious security and safety concerns. No professional technician should ever leave a home installation in this condition.

To make matters even more frustrating, I contacted Rain’s 24/7 service desk, which appears to be based overseas. The agent advised that the matter would be escalated and that I would receive an email with a reference number, however no email was ever sent and no follow-up occurred.

At this point the experience has been unacceptable on multiple levels:

Unreliable equipment

Poor installation standards

Unprofessional technician behaviour

Failed follow-up from the service desk

Rain needs to urgently address both the quality of their installations and the professionalism of their customer support.

Customers deserve far better than what we have experienced.