Rain poor service and inability to deliver

My router arrived on the 23rd December 2025 (the101 router_ RICH MNISI design collection) after a seamless order and till today (6th Jan 2026) my account is not activated. The call center agents have not been helpful, in fact every call I make there is a new reason why it is not activated. I requested to cancel and the agent won’t assist me, telling me not to worry_ “I won’t be debited for the days I’ve had the device”.

I run an airbnb business, never in my life have I ever put a client through this. I had to find an alternative solution so my airbnb guest can be connected. Those are costs I didn’t plan for. I am so disappointed with Rain, this experience is the worst, your agents are dismissive and people are non responsive. At some point I thought perhaps I’ve been ****med because of the treatment. You have my personal details along with my financial information and yet you failed to deliver on a simple request, the one thing your brand is known for. I begged, cried and pleaded with your agents to assist me and no one did, putting my business at risk and for that I pray I never ever have to use them again.

Reason it’s not activated each time I called: 1. You need to plug it for 24 hours before it activates 2. They need the SIM card numbers to activate it 3. She is not sure but she will escalate it 4. The device will be activated in 24 hour ( that time we are 72hours in) 5. Technicians will call you 5. Logistics company have not changed the status of delivery, it still shows as “out for delivery” 6. Keep your phone close the technician will call you 7. Previous agent escalated the matter to external and not internal, I will escalate it internally and you will have connection within a day

These women hung up on me several times, some answered but kept silent on the phone waiting for me to hang up, and I aware they know who is calling because Rain has caller ID of their customers. Today the lady called me by my name even if she couldn’t pronounce it and knew exactly why I called.

Call center: Rain Support

Agent name: Lee-Anne, Clara and Jonan SC