Network not working

Dear Rain Customer Support,

I am writing to once again follow up and escalate my ongoing complaint regarding the unresolved network issues affecting my 5G HOME PREMIUM service with Rain.

Today at approximately 12:10 PM, I received a call from a representative named Jim. During the call, he refused to provide his full name when I requested it. He further informed me that if I cannot troubleshoot the device myself, there is nothing more they can do to assist because Rain allegedly does not have technicians.

This response is completely unacceptable and contradicts my previous experience with Rain. In the past, a technician was sent to my premises to resolve a similar network issue. During that visit, my router was replaced and an external antenna was installed, which resolved the problem at the time.

What is most frustrating is that Rain continues to contact me only to repeat the same troubleshooting advice that I have been receiving since last year. Despite multiple complaints and follow-ups, no real effort has been made to properly investigate or resolve the problem.

As a paying customer on a premium plan, I find this level of service extremely disappointing. I am tired of receiving repeated calls that offer no solutions while my network problems remain unresolved. The quality of customer service I have received has been poor and frankly unacceptable.

I am therefore formally requesting that this matter be escalated to a senior support team immediately and that a proper technical solution be provided. If Rain was able to send a technician previously, there is no valid reason why the same level of support cannot be provided again to properly assess and resolve the issue.

Should this matter continue to remain unresolved, I will be left with no option but to escalate the issue further through the appropriate consumer protection authorities.

I expect a prompt and meaningful response.

Kind regards,
Lebohang Hlatjoe

Good day,

The current device is showing a signal strength of approximately -110 dBm, which indicates a very weak signal. As a result, the network performance is extremely poor and I am often unable to connect to the internet at all.

I was informed that the new router would provide a better connection, but unfortunately the situation has become worse rather than better. At this point I am seriously considering cancelling my subscription and moving to fibre, as the service I am currently receiving is not usable.

Previously, my connection worked much better because Rain installed an external antenna together with the router. However, both the router and the antenna are now quite old, which is likely contributing to the current connectivity issues.

In addition, I was advised to cancel my old plan and sign up for a new one in order to receive a new device. I also had to pay a pro-rata amount as part of that process. Unfortunately, this has turned out to be a costly and pointless exercise for me because my connection is now worse than before.

I am extremely disappointed that a company the size of Rain has not been able to properly resolve this issue despite multiple complaints.

I would appreciate a proper technical solution to this matter as soon as possible.

Kind regards,

Lebohang Hlatjoe

Good day,

This message serves as formal confirmation that I have cancelled my subscription with Rain today after repeated service failures and unresolved connectivity issues.

I have already paid a pro-rata amount when I was instructed to cancel my previous plan and take out a new one in order to receive a new router. The device has been in use for less than 24 hours and the service remains unsatisfactory, with extremely poor signal and unreliable connectivity.

Please take notice that my subscription has been cancelled and no further services are being used. I therefore do not authorize any further debits or charges to be processed on my account from this point forward.

Should any additional charges be processed after this notice of cancellation, the matter will be treated as an unauthorized billing practice and will be formally escalated to the relevant regulatory authorities, including the Independent Communications Authority of South Africa and the Internet Service Providers’ Association of South Africa.

Please confirm in writing that my subscription has been cancelled and that no further billing will occur.

Kind regards,
Lebohang Hlatjoe