Rain mobile isp - 5G - avoid if you can

I have been having issues with 5G for approx 2 month. At first I thought it was load shedding, but even after it stopped, the issue persisted.

I have logged the first call on 4 March. I have logged total of 6 requests since. I am always told I will get a call back and it never happens. They just say it’s already escalated or with the site engineers, no expectations on ETA or no plan to assist.

I have indicated that the service sometimes works if it goes to 4G but, the router firmware blocks you from forcing 4G so you have to move the router to a location that it switches automatically. The 5G signal being full, eventually comes back rendering the service dead due to the fault.

It’s nearly impossible to get through on the call center, I’ve had zero email responses, and after a 30 minute wait on the chat channel, i get the same script that someone will call back.

Absolutely useless, they have a fallback for the product but due to lack of communication I can’t get this to work consistently which is now disruptive when I need to work from home due to the pandemic. They’ve also blocked hotspots on the phone so I can’t use this. There is a viable backup, but the support they provide makes this impossible to use. As a technical person, and being dependent on this service, I have indicated reasonable options for them to help and don’t mind 4G as a backup while they get this sorted, but that is to their lack of communication to help with an interim backup, I have a dead service for most parts and now paying more fees to get internet access on my mobile phone.

Even more frustrating is the fact that this is a R1000 product which they were very eager to help with in the first week, and they’ve now launched 2 new products of lower cost and are ignoring existing customers who are on the highest tier.

Avoid them as far as possible. The service levels are disgusting even when you try to be reasonable with them in terms of a backup plan.