Rain Offers No Redundancy – Same Tower Failures as Vodacom in KMI Area

I am submitting this complaint regarding repeated and complete Rain service failures in the Likweti Bush Estate / Kruger Mpumalanga International Airport (KMI) area.

I signed up with Rain specifically as a backup internet solution due to ongoing Vodacom instability in this area. I have since discovered that Rain relies on the same Vodacom tower infrastructure, meaning that whenever the Vodacom tower is down, Rain is also completely offline. They had not disclosed this informationt o me when I was signing up.

This leaves us with no connectivity at all, defeating the purpose of having a secondary provider.

Area: Likweti Bush Estate, near Kruger Mpumalanga International Airport Distance: ±2km from KMI Airport, ±15km from White River and Nelspruit Environment: Farming businesses, tourism lodges, online businesses

This is not a remote or rural area

Rain service drops entirely whenever the Vodacom tower experiences outages These outages occur frequently There is no redundancy, no alternative routing, and no continuity of service Rain provides no proactive communication during outages Support channels rely heavily on bots and scripted responses with no escalation path There is no complaints department, or a human agent to speak to any longer, they just tell you that you will receive an email when the connection i sback? How does that help you with information of the current problem. Terrible customer care experience. Rain is marketed as a reliable wireless internet solution, yet in this area it provides no functional backup capability whatsoever.

Multiple members of my household operate online businesses that rely entirely on connectivity. Outages result in loss of income and operational downtime

Rain was purchased specifically to mitigate Vodacom failures — instead, it fails simultaneously

Had the shared infrastructure dependency been clearly disclosed at signup, I would have made a different decision. They should not be utilising towers that are constantly faulty. And we are de-prioritised by vodacom as we are on a third party connection.

I request clear confirmation of Rain’s infrastructure dependency in this area, Explanation as to why Rain continues to be sold as a viable backup solution here, An escalation route that goes beyond automated support

Consideration of service credits or penalty-free cancellation, given the lack of delivered redundancy

I am also escalating this issue with Vodacom and will be submitting a complaint to ICASA, as this impacts essential connectivity, business continuity, and safety.

Rain cannot reasonably be positioned as an alternative provider if it fails at the exact same point as the primary network.