Rain - Pathetic Aftersales Service

I am absolutely annoyed with Rain. My internet has been down going on 3 weeks now and they have not been able to help.

Firstly, the call centre doesn't operate during covid, unlike other bigger competitors like MTN, Vodacom etc. So you have to email them which take about 2 days for them to get back to you.

Regarding the internet problem. My router has not been working and I've had to explain the problem multiple times. A consultant explained that my sim card was not working and then sent me a new sim - this did not work. After not wanting to wait for their slow responses, I went onto the website and tried to cancel my package, the consultant then said to me on Sunday that they would urgently arrange for a complete new package with a new router. Today is Thursday and I dot have the router, let alone an SMS from the delivery company saying that my package is out for delivery today. Which means I don't even see the router coming through this week. How is that urgent?

Rain does not understand that in the pandemic, we are working from home and require stable internet connection. I cannot deal with Rains slow response to my issues. I understand that I am not the only customer but even with the slow responses, they don't take the correct action. How can I be told that new router would be delivered urgently and its almost a full working week gone by with nothing being done. Yet, when I was signing up as a new customer, things were moving faster. So they were happy to take my money when I was signing up but now the after service is pathetic.

Something to consider when signing up with a cheaper company with limited resources.