Rain Support unsupportive

In June 2023, I opted for the Rain package, which included a modem and two telephone lines at a good price. I chose the cellular Wi-Fi package because I knew a move was imminent. Previously, I had the Data only package and was impressed with the service delivery.

Rain allows you to port your existing cell phone numbers to their package seamlessly and efficiently. In December 2023, I moved to the Western Cape and discovered that some areas had no coverage. Additionally, while traveling, my cell phone frequently lost service.

Initially, I settled in George, where coverage was adequate, but many people reported they couldn't reach me. Later, I moved to Wilderness, where coverage was nearly nonexistent. Understanding that Rain does not claim nationwide coverage, I decided to cancel the package and port my numbers to another network.

On April 30th, I obtained a new SIM card and requested my number be ported. Rain acknowledged this request via a message, asking for an OTP confirmation. The new service provider instructed me to wait until the Rain SIM card lost service before activating the new one. Despite following these procedures, my number was not ported.

My new service provider informed me that Rain had blocked the porting. When calling Rain support, I was required to provide an ID or telephone number, which the system used to identify me. I was repeatedly told about high call volumes and offered a callback option. Despite receiving reference numbers for these callbacks, no one called back.

The next day, I held on for an agent and explained my situation, only to be told that I couldn't port my number. After insisting on a resolution, the agent assured me that someone would call back. This call took about 30 minutes. After another day without a response, I called again, and another lengthy conversation led to the issue being escalated. Despite this, I received no follow-up.

By May 8th, still without resolution, I spoke to a supervisor, emphasizing that I had ported my number to Rain and should be able to port it out. The supervisor gave no valid reason for the refusal and no specific instructions on what I could do.

During this time, I received emails from Snowflake, Rain's support system, but they were unhelpful and sometimes incomprehensible. One email stated that numbers could only be ported after 30 days, according to their terms and conditions, which are not highlighted when bringing your number onto their network. I provided an alternative contact number, but no one called me back.

It is crucial for new Rain clients to be aware of these issues, especially the difficulty of porting numbers when canceling due to lack of coverage. I suggest that Mr. Conrad Leigh, CEO of Rain, address Snowflake’s inefficiencies and employ contactable human support representatives.