Dishonest

For weeks we have had ongoing problems with our Rain WiFi and nobody at Rain is honest and transparent enough to tell us what is causing the issue. When we originally entered into our Rain contract for 5G, we encountered problems. It took weeks for Rain to realise that they had sent a faulty router and when they finally replaced it, we had excellent signal. In the middle of January 2023, our WiFi stopped working. The router was exactly where we have always kept it without issue. We emailed Rain customer service and never heard back. When we called, they used their usual time waster of asking us to turn the router off for 10 seconds and turn it back on. This obviously didn't help. Over the first week of absolutely no internet, we called multiple times and were told that it was the tower in our area, the router, that there was no problem and a combination of these from the different customer service representatives. It's clear that they are given a script to feed callers. I have been asked by multiple agents at their call centre to push the reset button or take out the SIM card and when I explained that it is the round outdoor router and the buttons and slots they're describing are not where they are meant to be, I have been told I'm wrong (later a technician confirmed that I was right and this router does not have the button described and the SIM card is *****ed into the router). Every call we made was followed by an email saying that our problem had been escalated and we can expect to hear from Rain - I am waiting for multiple phonecalls weeks later. A week later, with zero signal, we called and asked for a technician to come out. Rain were hesitant to send someone because they believed that it was the tower in our area. However, a technician came and replaced our router - which was part of the problem. However, he also moved it as the tower to which it has always connected had been down and no progress had been made on fixing it. We had internet for one day after this. When the WiFi went down again, and switching off the plug for 10 seconds didn't work, we asked for someone to come out. This technician mounted the router on the roof, on the opposite side of where it had previously been. It got great signal but only reached the rooms in half the house, even with the extender. We called again and the next day someone came to mount it on the other side of the roof. Since then, we have had a week of erratic internet signal. Sometimes the wifi works and others it doesn't. Resetting has no effect. On Friday 27 January I called Rain's support line again in the afternoon because our WiFi had been down since loadshedding the previous night. I was promised a call and received an email saying that the problem had been escalated. I am still waiting to hear back a week later. However, by Sunday morning I had internet and left the issue. But throughout the past week the signal has been up and down, sometimes the internet is slow and at other times the router is not even receiving a signal from the tower. Today, we called again and spoke to an agent who said that I am connected to a 4G tower. First of all, I haven't had internet since last night and no amount of resetting has helped so being connected means nothing. Secondly, I pay for 5G and this is a clear breach of contract as Rain is not providing me with the service that I am paying for. This agent asked us to reset the router and take out the SIM card and was completely stuck when we said it's on the roof and we can't reach it. We asked to speak to his supervisor, as nobody seems to be accountable at Rain and escalation clearly means nothing. He said that his team leader would contact us. We explained that we cannot trust this promise after 3 weeks of issues with Rain, but he assured us that we would hear from her. We have not yet heard back. There is evidently a problem with the Rain service and the company is being dishonest with their customers as to what this problem is. There is no transparency and the generic script at the call centre proves that Rain cannot do anything to fix the issue.