Rain Internet Service Provider - POOR SERVICE

I have a Rain contract for 3 months and took this contract out to see how LTE reception and coverage is while I'm traveling, understanding that Rain is basically in the big Metropoles. I was told that the home router has 5G and 4G capability, all of which it has. I even receive 2 different signals in this regard. We toured from Cape Town to Port Alfred and back and I only had 5G reception at Plettenberg Bay and now where else. During this tour a friend of mine, who also has a Rain contract, but a 4G contract, didn't have any coverage.

On returning, we went to Paarl (WC) for the weekend and I checked the coverage and they had 4G coverage. I had no coverage at all. This friend of mine as mentioned earlier had 4G coverage with a mobile pocket router. We swapped cards and routers, but to no avail.

I tried several times to phone Rain on Saturday, but just could not connect. On Sunday I managed to get hold of a lady. I explained to her my problem, but I dont think she understood what I was telling her. After a few annoying minutes on the phone, she cut me off. I phoned again and spoke to another lady and we went through the same procedure. She then said that I can't take my home router and travel with it. This is totally the opposite I was told when I took the contract. She also didn't really understand me and I ended the call.

Back home, I tried phoning and sending e-mails a few times as well as locking tickets in this regard. Some e-mails were returned as the address did not exit and others were responded to with an e-mail from Rain saying that "help is on its way" and that a customer care expert would contact me shortly. I eventually got hold of a lady and explained to her my whole situation. She rep**** that I can't use my 5G home router anywhere else where there is not 5G. This router, although 4G capable, does not have the capability to receive 4G. I then asked her what I could do to obtain a 4G card to have this capability. She rep**** that I have to take out a new contract apart from the current one. I then rep**** that I think I must cancel this contract and ended the call.

No one contacted me or even made any attempt to get in contact with me.

I cancelled my Rain contract and the answer was "help is on its way" as the message below states.

Hi,

Thanks for reaching out for help. This interaction has been logged and a customer care expert will get back to you soon to get you sorted.

In the meantime, if you'd like to share any extra info, just reply to this email."

Responding to e-mail also does not help. No "customer care expert" has been in contact since.

Rain customer service sucks bid time and is absolutely non-existing. They are trying to buy Telkom...? Another poor service provider. Both of them in one bed would be an absolute disaster!

I just wish that a competent customer care person from Rain could call me telephonically so we could talk to one another.