Once again bad service and ridicules solutions from Rain!

I no

I no longer stay there. I stay in 2nd Street, Bloemfontein Central,

Rain complaint


I no longer stay there. I stay in 2nd Street, Bloemfontein Central, Bloemfontein, 9301. I have been changing my address this whole week. I have finally spoken to an agent that has bothered to read all the notes about my problem and realises that the router is faulty. I am an IT Consultant and I am disgusted at the way you treat your clients. I have been advising clients to switch to Rain for years now, but with such bad service I will have to reconsider my advise as I have had nothing but bad service and arrogant service personal that do not read what previous technicians have done and they keep doing the same thing over and over again! The fact that you have service agents based in India and Philippines is an insult to South Africans! People need jobs in South Africa but you opt to throw jobs to foreigners. F this issue is not resolved today I am going to switch not only my internet service but all my clients as well!

Have a look at these speeds
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I have been trying to send this email to the below emails and only the support one goes through. I tried *** but it doesn’t go through!

To:
· ***
· ***
· *** (for ARC management escalation)

Dear Rain Management / ARC Investor Relations,

I am writing to formally escalate a severe and ongoing service issue that has remained unresolved for over a week, despite repeated attempts to seek help through your customer support channels.

Issue Summary:

· Service disruption date: Saturday, 24 January 2026
· Nature of issue: Extremely poor internet speeds / effectively no service
· Duration: Ongoing for 8+ days (as of today, 01 February 2026)
· Impact: This outage severely affects my ability to work, communicate, and conduct essential online activities.

Failed Support Experience:
I have contacted your support team multiple times over the past week and have been transferred between agents in India, the Philippines, and South Africa without any resolution. Each interaction resulted in repetitive troubleshooting steps, no clear escalation path, and no timeline for restoration. This reflects a broken support process and a profound failure in customer service.

Broader Complaint:
As a South African customer, I am deeply disappointed that Rain’s support structure appears to outsource key customer-facing roles offs**** while many capable South Africans remain unemployed. This not only affects service quality and accountability but also contradicts the spirit of investing in local communities—a principle I expect from a South African-owned company under the ARC umbrella.

Demands for Resolution:

1. Immediate restoration of my internet service to the advertised speeds.
2. A dedicated case manager from Rain’s local South African team to communicate directly with me until full resolution.
3. Compensation for the week of unusable service, in line with Rain’s service level agreements.
4. A formal explanation of Rain’s customer service strategy and how the company plans to improve accountability and local job creation.

Attached:

· Previous support case references
26/01/2026 - ***2
27/01/2026 - ***4
27/01/2026 - ***6
28/01/2026 - ***2
30/01/2026 - ***4
30/01/2026 - ***4
31/01/2026 - ***2

· Screenshots of speed tests:



I expect a response within 24 hours with a concrete action plan. If this is not resolved by close of business on 03 February 2026, I will have no choice but to:

· Lodge a formal complaint with the Independent Communications Authority of South Africa (ICASA)
· Escalate publicly via the National Consumer Commission (NCC) and social media channels
· Review my legal options regarding breach of contract

This situation is unacceptable. I trust that ARC, as Rain’s majority owner, will ensure that customer and national interests are prioritized.

Sincerely,
Alan Fitzpatrick
***
Plot 4, 2nd Street, Bloemfontein Central, Bloemfontein

I see

I see Rain is ignoring again