Poor speeds, Poor service.

They called, assured me that I had been unlocked from the distant tower which I am connecting to. They had me climb my roof again, take down the mast, un***** everything, point the router now South East instead of North West, a complete 180 turn. Lo and behold, I'm still connecting to the slow far tower and getting terrible speeds.

I'm trying to call Rain, and the same things keeps happening, someone answers and then the line goes dead. I have now wasted so much time on hold only to be hung up on repeatedly.

I was hung up on 4 times in a row. Finally I get through to someone, a call center in India with a guy that has such a thick accent you can barely understand it . They have no ability to help customers and can only "refer it to my team."

Requesting a band selection lock so we can get my router onto the close tower is denied, "No this is not possible", clearly they don't know how to do this.

I have work to send to a client and I'm unable to do this due to the slow speeds I'm experiencing. Rain is now costing me money.

I've wasted hours on the phone, had to climb onto a roof twice, and still no resolution or help.

Getting no feedback from Rain I checked with my local community. Everyone on Rain has issues. Very slow speeds. The whole neighborhood it seems. According to one other community member the towers are faulty and there is no resolution on when this will be repaired. Yet every person I speak to at Rain assures me that the towers are fine, which they clearly are not.

So Rain, my question is this. I'm paying you for 5g high speed internet. You are only giving me slow speed congested 4g internet. You are not giving me the service which I am paying for. Why should I pay for something which is broken?

I've waited all day and still nobody is getting back to me?

Finally manage to get hold of the call center supervisor. I have been on hold for multiple hours today, hung up on multiple times.

Supervisor : Can I call you back in 5 minutes, I just need to go back to my desk.
Me : I don't believe you. I've had too many broken promises.
Supervisor : I promise I will call you back in 5 minutes as soon as I'm at my desk. You can trust me.

It's nearing an hour now and still no call back from anyone. No resolution. No support.

Do I have to drive to your head office tomorrow so I can have a face to face chat with someone?

Utterly useless...

I spent an entire day on hold, wasted a huge amount of airtime. Eventually after completely losing my cool I managed to get through to some techs. Here is where things do not line up.

Rep A : Turn your router to face this tower, it is working perfectly and you will get signal.
- Router refuses to connect to that tower.

Rep B : You can't connect to that tower because there are too many users.
- I ask why they have oversold on their capability and congestion is now causing issues. Oh no that's not the case, you can only connect to towers that have space. Denial, and a different story. If there is no space you have oversold.

Tech A : You can't connect to that tower because the signal is too bad.
- A tower which is 1.7km away? I'm connecting to a tower 3km away. Funny that. Other users report connecting to towers which are further and they are just fine. So why is my case different? Nobody can explain it.

I then ask if we can't do a frequency lock. I'm told this is not possible, despite a tech helping me to do this before. I then ask why there is a section for frequency locking and what it is for. Silence. Let me pass you to my supervisor. After various questions and denials of the existence of a frequency lock I finally get the answer that they are not allowed to. So there is a way to do this, but they won't help me.

I cannot work, I cannot upload files to my client. I'm paying R1000 a month for internet which is slower than a 4g connection.

There is a tower which they have admitted is down here, and I suspect there is more than one given I have to connect to a ridiculously far tower despite Rains tower map showing multiple better locations.

I'm at my wits end with this company. Everyone tells you a different story, there is no support and at the end of the day I'm being ****** because I am not getting the service I pay for.

Whoever answers these msgs is now completely ignoring me.

Way to go Rain.

As for Rains countless **** reviews on this website, they are clear as day. Raving 5 star reviews of Rain and usually a named agent. A single post for each account and no further activity. So the company clearly has it's call staff or someone else posting multiple **** reviews every day just to save them from the dire truth of their poor service. Nobody makes an account and posts a 5 star review of just a single company, especially not countless individuals as you will find if you look through the Rain reviews.

Get onto it ASAP?

Your techs have confirmed 2 towers are down. One has been down for months. They say there is nothing they can do for me, they refuse to lock me to another tower. They also say there is no lead time for when the towers will be repaired.

Rain has solved nothing. I'm paying for a service which I am not receiving.

I want someone to call me back with a resolution or lead time on this and I want to be credited for every day that the towers are down, your techs offered this.

Rain replies privately today and the response like the last one can't be read. I've cancelled the service already.

Oh no wait... I can read it after posting. 22 days for a response just to say it's still broken and they have no lead time. Slow hand clap. Let this be a testament to Rain's service levels and customer support.