Ongoing Internet Issues, Incorrect Router, and No Feedback – Extremely Frustrated

Subject: Ongoing Internet Issues, Incorrect Router, and No Feedback – Extremely Frustrated

Review:

I have been a loyal Rain Internet customer for over 3 years. Recently, I decided to upgrade my package. When the router arrived, we noticed—only after comparing it with my mother-in-law’s—that we had received the incorrect router for a lower package. This explained the poor internet quality we were experiencing.

I contacted Rain Support, and they arranged an exchange. I received the correct router on Tuesday, 22 April 2025 (***) and the wrong one was collected on Wednesday, 23 April 2025 (***). However, after connecting the new router, there was no internet connection.

I waited the advised 24 hours, but by Thursday, we were still not connected. I contacted support again. During the call, I asked whether it was toll-free as my airtime was running low. I was told that it was—this was false. I ended up spending over R100 in airtime trying to resolve the issue.

On Thursday, I was told the issue had been escalated to a manager and I would receive a call back. I never did. I had to call multiple times, only to be told that they were now "re-activating" the router and that another 24-hour wait was required—again.

It is now Saturday, my airtime is depleted, and I still have no internet access. This entire experience has been frustrating, expensive, and highly inconvenient—especially during a long weekend. I feel completely ignored and let down as a paying customer.

Here are my reference numbers for the case:

***0

***8

***0

Please resolve this issue as soon as possible. I expect full connectivity without further delays and reimbur*****t or compensation for the airtime I had to spend due to your support team’s misinformation.