Rain - the regrettable choice !!

On the 29th of December I ordered a 5G wifi router from rain. It was delivered promptly. However, since it was installed, I did not receive the 5G connection that I was promised I would receive when I ordered to router.

At one stage we lost connection completely. Rain were very efficient in sending a technician out to sort the connection out and to have the 5G connectivity sorted out, however, the technician could not activate my sim as, according to Rain's system, there was a billing issue on my account. I contacted Rain and they continued to insist that there was a 'billing issue'. However, the one customer service person I spoke to explained that there had been a merger at their company and as a result some of the departments information was not updated. That is not my problem. There WAS NO billing issue - all my payments were up to date and I was not behind on any instalment. It took over two weeks for Rain to send another technician to my property (this after many phone calls and frustrating discussions with customer services, promises by them that someone would call me back and never did). The two technicians that arrived were at my premises for a while and then contacted me to say that they have 5G connectivity and everything is fine. I was not home at the time when they were working at my premises and when I got home I was shocked to find that they had installed an external router on the roof of my unit- which I should have got permission from the body corporate to do before they went ahead and did it. The router looks terrible on our roof and is *****ed on skew. Since they have been here, we have not had 5G connectivity (looking at the router, if there is a blue light it is only 4G connectivity. If there is a green light, it is 5G).

The connection has been terrible!

A couple of weeks ago a customer / billings department person contacted me to advise that the 'special price' that I signed up with (Black Friday special granting me 5G for 3 months at a certain price and then increasing after the 3 months) would be increasing at the end of April. I said that was fine and at the same time told her about the difficulty I am having with the connectivity and asked if she could log this with their technical / relevant department to arrange for them to contact me and send a technician. To date, I am still waiting for that call.

It is not easy for my to make phone calls at the office during the day to follow up on these sort of things.

I am disappointed in Rain as they committed to the connectivity I would receive (after all the tests they had run) would be 5G. Now that the router is on the roof, we are unable to r-boot it or reset it if it stops working. We have to unplug it at the plug but it does not make a difference. I thought that Rain was a 'top notch' business considering all their fancy ad's etc. but turns out they are not so great.

All I want is decent connectivity at home .... I am studying for my law degree, my son is busy with matric this year and we need decent access at home! It seems to be too much to ask ...

Feeling so frustrated!!