SC
Sonja C
1 reviews | Active since Jan 2016
14 Sept 2026, 19:02
Official complaint
URGENT FORMAL COMPLAINT – RAIN 5G HOME OUTAGE
Dear Rain,
I am urgently escalating my Rain 5G Home service, which has been completely offline since Friday.
I have followed all troubleshooting instructions, including rebooting the router and removing/reinserting the SIM. I was told the nearby tower has no fault and that Rain would monitor my router. I still have absolutely no internet, and the router currently has no lights at all.
My Rain SIM works in my phone, and other Rain customers in my area have reported the same issue on the EskomSePush app since Friday.
This is now seriously affecting my ability to work. I cannot simply continue waiting for the router to be “monitored” without any service or resolution.
Sir Lowry's pass, Western Cape
Helpful (0)
Replies (8)0
Replies (8)
Rain's replyOfficial
14 Sept 2026, 19:29Hi Sonja,
Thank you for bringing this to our attention. We're sorry to hear this has been your experience.
We’re looking into your connection enquiry and will reach out with an update.
Regards,
rain
Thank you for bringing this to our attention. We're sorry to hear this has been your experience.
We’re looking into your connection enquiry and will reach out with an update.
Regards,
rain
Rain's reply14 Sept 2026, 19:29
Official
Hi Sonja,
Thank you for bringing this to our attention. We're sorry to hear this has been your experience.
We’re looking into your connection enquiry and will reach out with an update.
Regards,
rain
Thank you for bringing this to our attention. We're sorry to hear this has been your experience.
We’re looking into your connection enquiry and will reach out with an update.
Regards,
rain
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Sonja C's updateReviewer Update
14 Sept 2026, 19:47It's been a problem since Friday and it's now Monday
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Sonja C's update14 Sept 2026, 19:47
Reviewer Update
It's been a problem since Friday and it's now Monday
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Sonja C's updateReviewer Update
15 Sept 2026, 10:21I still have very unstable internet.
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Sonja C's update15 Sept 2026, 10:21
Reviewer Update
I still have very unstable internet.
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Sonja C's updateReviewer Update
15 Sept 2026, 10:36The internet came on and cycled through the green, blue, yellow then off lights. Now it's off again... Exactly the same problem since Friday and other people in the area are having the same problem. I AM LOSING MONEY AND PATIENTS
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Sonja C's update15 Sept 2026, 10:36
Reviewer Update
The internet came on and cycled through the green, blue, yellow then off lights. Now it's off again... Exactly the same problem since Friday and other people in the area are having the same problem. I AM LOSING MONEY AND PATIENTS
SC
Sonja C's updateReviewer Update
15 Sept 2026, 10:475URGENT FOLLOW-UP – SERVICE HAS FAILED AGAIN
Rain, I was informed this morning that the tower issue affecting my service had been fixed. However, my Rain 5G Home internet is offline again and I currently have no service.
This is particularly concerning because your HelloPeter response confirmed that there was a problem with the tower, despite me previously being told by your support team that there was nothing wrong with the tower.
The issue has now been ongoing since Friday, and the service is repeatedly failing even after being reported and supposedly repaired.
Please urgently investigate why the service has gone down again and confirm whether the tower fault has actually been fully resolved. I need this escalated to the technical/network team and require a clear explanation and resolution, not continued monitoring.
I rely on this connection for work and cannot continue losing service like this.
Please treat this as an urgent recurring network fault and provide a definite resolution and update.
Rain, I was informed this morning that the tower issue affecting my service had been fixed. However, my Rain 5G Home internet is offline again and I currently have no service.
This is particularly concerning because your HelloPeter response confirmed that there was a problem with the tower, despite me previously being told by your support team that there was nothing wrong with the tower.
The issue has now been ongoing since Friday, and the service is repeatedly failing even after being reported and supposedly repaired.
Please urgently investigate why the service has gone down again and confirm whether the tower fault has actually been fully resolved. I need this escalated to the technical/network team and require a clear explanation and resolution, not continued monitoring.
I rely on this connection for work and cannot continue losing service like this.
Please treat this as an urgent recurring network fault and provide a definite resolution and update.
SC
Sonja C's update15 Sept 2026, 10:47
Reviewer Update
5URGENT FOLLOW-UP – SERVICE HAS FAILED AGAIN
Rain, I was informed this morning that the tower issue affecting my service had been fixed. However, my Rain 5G Home internet is offline again and I currently have no service.
This is particularly concerning because your HelloPeter response confirmed that there was a problem with the tower, despite me previously being told by your support team that there was nothing wrong with the tower.
The issue has now been ongoing since Friday, and the service is repeatedly failing even after being reported and supposedly repaired.
Please urgently investigate why the service has gone down again and confirm whether the tower fault has actually been fully resolved. I need this escalated to the technical/network team and require a clear explanation and resolution, not continued monitoring.
I rely on this connection for work and cannot continue losing service like this.
Please treat this as an urgent recurring network fault and provide a definite resolution and update.
Rain, I was informed this morning that the tower issue affecting my service had been fixed. However, my Rain 5G Home internet is offline again and I currently have no service.
This is particularly concerning because your HelloPeter response confirmed that there was a problem with the tower, despite me previously being told by your support team that there was nothing wrong with the tower.
The issue has now been ongoing since Friday, and the service is repeatedly failing even after being reported and supposedly repaired.
Please urgently investigate why the service has gone down again and confirm whether the tower fault has actually been fully resolved. I need this escalated to the technical/network team and require a clear explanation and resolution, not continued monitoring.
I rely on this connection for work and cannot continue losing service like this.
Please treat this as an urgent recurring network fault and provide a definite resolution and update.
SC
Sonja C's updateReviewer Update
15 Sept 2026, 11:07Hi Rain,
I followed your instructions and powered the device off for 2 minutes after your network refresh.
At 11:03 the router came back with two green lights and then cycled through to blue. By 11:06, all lights were off again and there is still no internet connection.
This confirms that the issue has not been resolved by the refresh. Please escalate this urgently to your technical/network team and investigate the connection to the incorrect/distant site you identified.
I have now been without reliable service since Friday and need an urgent resolution.
I followed your instructions and powered the device off for 2 minutes after your network refresh.
At 11:03 the router came back with two green lights and then cycled through to blue. By 11:06, all lights were off again and there is still no internet connection.
This confirms that the issue has not been resolved by the refresh. Please escalate this urgently to your technical/network team and investigate the connection to the incorrect/distant site you identified.
I have now been without reliable service since Friday and need an urgent resolution.
SC
Sonja C's update15 Sept 2026, 11:07
Reviewer Update
Hi Rain,
I followed your instructions and powered the device off for 2 minutes after your network refresh.
At 11:03 the router came back with two green lights and then cycled through to blue. By 11:06, all lights were off again and there is still no internet connection.
This confirms that the issue has not been resolved by the refresh. Please escalate this urgently to your technical/network team and investigate the connection to the incorrect/distant site you identified.
I have now been without reliable service since Friday and need an urgent resolution.
I followed your instructions and powered the device off for 2 minutes after your network refresh.
At 11:03 the router came back with two green lights and then cycled through to blue. By 11:06, all lights were off again and there is still no internet connection.
This confirms that the issue has not been resolved by the refresh. Please escalate this urgently to your technical/network team and investigate the connection to the incorrect/distant site you identified.
I have now been without reliable service since Friday and need an urgent resolution.
SC
Sonja C's updateReviewer Update
15 Sept 2026, 11:59Still no internet, with other people in the area saying that they spoke to Rain's call centre and the tower is down again.... Wh
SC
Sonja C's update15 Sept 2026, 11:59
Reviewer Update
Still no internet, with other people in the area saying that they spoke to Rain's call centre and the tower is down again.... Wh
SC
Sonja C's updateReviewer Update
15 Sept 2026, 20:54The outage/connection issue is still affecting our neighbourhood and has not been resolved. This does not appear to be an isolated issue with my router, as the service has been repeatedly dropping and other people in the area are also affected.
My router has been cycling through the indicator lights and losing connection completely. You have already refreshed the connection on your side and advised that the router is connecting to a site/tower that is quite far from my location.
Please can you escalate this as a local network/tower outage or coverage issue and have the relevant technical team investigate the site serving our area? The problem has been ongoing and is seriously affecting our internet access.
Please also provide an update on whether there is a known outage in the area and, if so, the expected resolution time.
Thank you.
My router has been cycling through the indicator lights and losing connection completely. You have already refreshed the connection on your side and advised that the router is connecting to a site/tower that is quite far from my location.
Please can you escalate this as a local network/tower outage or coverage issue and have the relevant technical team investigate the site serving our area? The problem has been ongoing and is seriously affecting our internet access.
Please also provide an update on whether there is a known outage in the area and, if so, the expected resolution time.
Thank you.
SC
Sonja C's update15 Sept 2026, 20:54
Reviewer Update
The outage/connection issue is still affecting our neighbourhood and has not been resolved. This does not appear to be an isolated issue with my router, as the service has been repeatedly dropping and other people in the area are also affected.
My router has been cycling through the indicator lights and losing connection completely. You have already refreshed the connection on your side and advised that the router is connecting to a site/tower that is quite far from my location.
Please can you escalate this as a local network/tower outage or coverage issue and have the relevant technical team investigate the site serving our area? The problem has been ongoing and is seriously affecting our internet access.
Please also provide an update on whether there is a known outage in the area and, if so, the expected resolution time.
Thank you.
My router has been cycling through the indicator lights and losing connection completely. You have already refreshed the connection on your side and advised that the router is connecting to a site/tower that is quite far from my location.
Please can you escalate this as a local network/tower outage or coverage issue and have the relevant technical team investigate the site serving our area? The problem has been ongoing and is seriously affecting our internet access.
Please also provide an update on whether there is a known outage in the area and, if so, the expected resolution time.
Thank you.