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Cindy T

1 reviews | Active since Jun 2020

27 May 2026, 13:35

Ongoing Router Issue – Lack of Support & Continued Billing for Unusable Service

I have been experiencing issues with my Rain router for the past two weeks and am deeply disappointed by the lack of resolution and follow-through.

I reported the problem through Rain's online platform and, to their credit, consultants did attempt to assist telephonically by walking me through basic troubleshooting steps, including power cycling and resetting the router, as well as removing the SIM card. I was subsequently informed that my router may be outdated and in need of replacement, and that a senior consultant would contact me.

Unfortunately, I missed a call from a senior consultant while I was at work, and despite this, no follow-up call was ever made. I logged a further complaint the following evening and was assured that a support ticket would be raised — yet to date, I have still not been contacted.

What is most concerning is that Rain has neither proactively replaced the router, nor offered any form of compensation or account credit, despite the fact that I have been without internet access for two weeks while continuing to be billed R615 per month for a service I cannot use.

I am requesting that Rain urgently resolve this matter by either replacing the faulty router or providing a suitable remedy, and that my account be reviewed accordingly for the period during which no service was rendered.

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Replies (2)
Rain
Rain's reply27 May 2026, 14:27
Official
Hi Cindy, 

We're sorry your rain experience hasn't been as good as you expected.
 
Thank you for bringing this to our attention we are currently looking into your service query and will be in touch with you to assist further.

Thank you.
rain. 
CT
Cindy T's update13 Aug 2026, 14:37
Reviewer Update
Still no resolution — nearly 3 months after my last review, and still paying for a service I cannot use

On 27 May 2026 I posted a review here detailing ongoing problems with my Rain router. Following that review, I received a call from Muhammed on the same day, and I was told I would receive a call from a senior technician. However, I was only since contacted by normal consultants and were told that I would receive a new router within 7 business days.
It is now 13 August 2026 — over two and a half months later — and I have received neither a new router nor any restoration of the uninterrupted connection I had before this began. Since May, I have logged this matter repeatedly, both through the Rain online platform and telephonically to multiple consultants, and each time I have been met with promises that have gone nowhere.
The impact on my daily life has been significant. I cannot stream movies, play online games, watch videos, or even reliably send messages, as the connection drops constantly. This is particularly frustrating given that I continue to pay for movie and music channel add-ons I am unable to use. More seriously, the poor and unstable connection prevents me from accessing my company's server when working from home, which directly affects my ability to perform my job.
When I asked about reimbur*****t or account credit for the months of interrupted service, I was told that Rain does not offer reimbur*****ts and charges a fixed rate regardless of whether a client has usable internet access. I find this completely unacceptable — I am being billed in full for a service that has, for months, been unreliable at best and unusable at worst. I have to buy phone data just to connect.
I am posting this update publicly because private channels have not produced results in nearly three months. I am requesting that Rain urgently replace my router, restore a stable connection, and credit my account for the extended period during which the service has not been fit for purpose.