RAIN ISP - Proud of your service levels?

What is the worst service possible?

How about logging a ticket (ref231***x), having an engineer chat to you via Whatsapp to "fix" the issue, and after walking around the entire house with a router like someone looking for gold in the sky, changing APN settings, Username settings and heaven knows what else, only to find that after all the changes the service is worse than what it was before you even logged the call? Then having the engineer put you back on the old settings and tell you that "You may continue as per normal" and when he is asked what would be done about the slow speeds...NO RESPONSE!!!!

Then attempting to live with this slow connection until...wait for it...speed gets EVEN SLOWER!!! Supposed to be 4g...OMG dialup was faster than this. Have you ever tried connecting to anything when your download speeds are 0.03Mbps????

Then logging another ticket (396*** : spoke to an agent by the name of Joslyn ), arranging for an engineer to come onsite to sort out the issue only to get a call back to say, "Oh sorry, we thought you live in location X and not location Y. We will escalate up to the engineers in location Y and they will be able to assist."

Then calling in again and speaking to an SDA named Atisang who requested I send him screenshots via mail...which I did. I then sent him some more screenshots the following day but he responded by saying that the matter had already been escalated and was with a lady by the name of Cassy. I received no feedback from Atisang nor from Cassy... so I call in yet again. At this point, I speak to a lady named Lebogang who tells me that she can see the call was logged, but there is nothing on the system loaded by Atisang??? She then says she is going to yet again escalate up to the Networking Division.

Still, no response so I call in again and speak to Magda who also escalates this to the Network Division and provides me with a new ref 415***x... Finally, I get a response from what I assume is a network engineer by the name of David. David says he has detached my connection and that I should restart the router and test the speed. I am hopeful this is the end of my troubles... So I restart the router, wait a bit, and attempt to do a speed test...keyword here being "Attempt" because just when I thought it couldn't get any worse, it drops even slower... to the extent that I am unable to do a speed test...I can't open mail,I cannot load a webpage.... I then call the support line and inform them that I cannot connect to anything so I can't respond to David to ask him to fix the issue. I get told that they cannot assist...until I INSIST on speaking to a Team Leader... Team Leader assures me David will call me when he gets home as he is currently on the road...I wait like a fool and nobody calls.

Then today I get an email from David telling me that they have a backlog...Can someone please explain to me how this is my problem? I respond to him and ask him to make contact with me so we can discuss and plan the way forward. No response... I call back to the Rain support line and all I get from Team Leader Thandeka is a "sorry can't do much from my side" and a suggestion to change my device from a dedicated 4g router to instead putting the sim card into a cellphone. I ask her to put the call through to the networking division, she says she can't do that. She says she will escalate once again and include David's Team Leader in the mail. I then ask her for the contact details of David's Team Leader and she says she doesn't have it. When I then ask how she is going to copy him in on the mail when she escalates... there is silence... so I politely ask her to cc me in on the mail,..says she can't do that either. She seems to be under the impression that David is the only person that can assist, but surely when there is a networking division working on a ticket system, then ANY engineer in that division should be able to pick up where someone else left off??? Surely IF the engineers are updating the tickets that are assigned to them then any engineer should be able to carry on with the case?

This is by far the worst service I have EVER received from a Service provider.

Is there anyone that can please assist or is this the standard of service I am to expect from Rain?

Regards, Adnaan