Rain has finally pushed me to the point of publicly raising my concerns.

I have been a loyal Rain customer in Parklands North, Cape Town, for almost 10 years and am currently paying for their 60Mbps package. Unfortunately, the service I receive bears little resemblance to what is promoted.

Every evening, when my family and I actually need to use the internet, speeds deteriorate dramatically. TV streaming buffers constantly, social media content struggles to load, and basic internet usage becomes an exercise in frustration.

What makes matters worse is that this is not an isolated incident. It happens consistently.

Today's speed test showed: • Download Speed: 26.41Mbps • Upload Speed: 0.72Mbps • Ping: 803ms

For a service advertised at 60Mbps, these results are unacceptable, particularly the upload speed and latency. A ping exceeding 800ms makes the connection feel almost unusable at times.

Before Rain responds with generic troubleshooting advice, please note that I have already: Used Rain's router placement optimisation tools Pointed the router towards the nearest Rain towers (approximately 2km and 4km away)

Repositioned the router multiple times Replaced the router Performed SIM swaps Followed the support team's troubleshooting processes

Despite all of this, nothing has improved.

The support experience has been equally disappointing. Customers are largely directed to automated systems that send them in circles, and meaningful assistance is difficult to obtain.

What disappoints me most is that after nearly a decade of loyalty, there appears to be no effort to reward or retain long-standing customers. Instead, any discussion around newer hardware or packages seems to involve either paying more money or accepting reduced service levels.

Rain has built a reputation around affordability and innovation, but reliability and customer service matter just as much.

At this point, I am actively considering cancelling my Rain service and moving to a provider that can consistently deliver the speeds they advertise. Several friends experiencing similar issues are considering doing the same.

Rain, I would appreciate a proper response and a genuine solution rather than another round of troubleshooting scripts.

How can customers be expected to continue paying for a 60Mbps service when the real-world experience falls so far short of the advertised performance?