TR
Trey R
1 reviews | Active since Jan 2023
30 Oct 2025, 20:04
Second Complaint — Rain Internet Still Failing After Two Months
This is now my second public complaint about Rain’s ongoing connectivity problems. My previous HelloPeter review on 2 September 2025 led to a brief improvement, but since late September the line has collapsed again.
Let me be clear: the service is unusable. I’ve done every “troubleshooting” step your team keeps repeating: router resets, repositioning, speed tests. The results are meaningless because they show 30 Mbps while in reality pages won’t load and streaming is impossible.
I am now forced to buy mobile data every single day just to keep basic connectivity on my phone and laptop, while still paying Rain for a product that no longer works. That is unacceptable.
This issue has persisted for over eight weeks, and the same copy-and-paste responses are no longer good enough.
I expect the following immediately: 1. A qualified technician to inspect the tower or network source in my area. 2. A concrete, dated plan of action—not another generic apology. 3. Full credit or refund for the months of failed service.
If this is not resolved, I will escalate to ICASA and pursue cancellation for breach of contract.
Rain, I’ve been a loyal customer for over a year. The line was perfect before September; now it’s a daily frustration. Fix it or refund me, no more excuses.
Helpful (0)
Replies (15)0
Replies (15)
Rain's replyOfficial
31 Oct 2025, 10:14Hi Trey Thank you for bringing your complaint to our attention. We’re sorry that your Rain experience hasn’t met your expectations.
We will be in touch shortly to assist you further. Regards,
Rain
We will be in touch shortly to assist you further. Regards,
Rain
Rain's reply31 Oct 2025, 10:14
Official
Hi Trey Thank you for bringing your complaint to our attention. We’re sorry that your Rain experience hasn’t met your expectations.
We will be in touch shortly to assist you further. Regards,
Rain
We will be in touch shortly to assist you further. Regards,
Rain
TR
Trey R's updateReviewer Update
01 Nov 2025, 17:16Once again it’s been 24 hours and I’m already back to using my hotspot, there is only 2 current devices using the internet yet it’s unstable.
TR
Trey R's update01 Nov 2025, 17:16
Reviewer Update
Once again it’s been 24 hours and I’m already back to using my hotspot, there is only 2 current devices using the internet yet it’s unstable.
TR
Trey R's updateReviewer Update
05 Nov 2025, 10:42Your response states that my service has been “restored,” but the issue remains unchanged. The connection is still unstable and performing far below normal levels.
For context, my Rain connection was consistently strong for since the start of the contract until roughly three months ago, when speeds and reliability dropped sharply. The problem has persisted since then, with no improvement after your so-called restoration.
I’ve tested across multiple days and devices yet same result. This confirms it’s not a router or device issue but likely a tower or network-side problem.
Please escalate this to your network engineering team for proper investigation and resolution.
For context, my Rain connection was consistently strong for since the start of the contract until roughly three months ago, when speeds and reliability dropped sharply. The problem has persisted since then, with no improvement after your so-called restoration.
I’ve tested across multiple days and devices yet same result. This confirms it’s not a router or device issue but likely a tower or network-side problem.
Please escalate this to your network engineering team for proper investigation and resolution.
TR
Trey R's update05 Nov 2025, 10:42
Reviewer Update
Your response states that my service has been “restored,” but the issue remains unchanged. The connection is still unstable and performing far below normal levels.
For context, my Rain connection was consistently strong for since the start of the contract until roughly three months ago, when speeds and reliability dropped sharply. The problem has persisted since then, with no improvement after your so-called restoration.
I’ve tested across multiple days and devices yet same result. This confirms it’s not a router or device issue but likely a tower or network-side problem.
Please escalate this to your network engineering team for proper investigation and resolution.
For context, my Rain connection was consistently strong for since the start of the contract until roughly three months ago, when speeds and reliability dropped sharply. The problem has persisted since then, with no improvement after your so-called restoration.
I’ve tested across multiple days and devices yet same result. This confirms it’s not a router or device issue but likely a tower or network-side problem.
Please escalate this to your network engineering team for proper investigation and resolution.
TR
Trey R's updateReviewer Update
10 Nov 2025, 20:12It has now been over three months of unreliable, unstable, and nearly unusable Rain internet. Despite multiple attempts to get help, nothing has improved.
I am done waiting for false promises and empty responses. I have been forced to use my own mobile data just to stay connected once again for the 12th consecutive week, while still being billed in full for a service that has not met even the most basic level of performance.
I am formally demanding a full refund for the past three months due to Rain’s failure to deliver the product as advertised. This is not a request, it’s a justified claim for non-performance. If Rain does not act immediately, I will escalate this matter to ICASA and other relevant consumer protection bodies.
Your product quality has failed to meet its promise, and your customer service has failed to take responsibility. Enough is enough.
I am done waiting for false promises and empty responses. I have been forced to use my own mobile data just to stay connected once again for the 12th consecutive week, while still being billed in full for a service that has not met even the most basic level of performance.
I am formally demanding a full refund for the past three months due to Rain’s failure to deliver the product as advertised. This is not a request, it’s a justified claim for non-performance. If Rain does not act immediately, I will escalate this matter to ICASA and other relevant consumer protection bodies.
Your product quality has failed to meet its promise, and your customer service has failed to take responsibility. Enough is enough.
TR
Trey R's update10 Nov 2025, 20:12
Reviewer Update
It has now been over three months of unreliable, unstable, and nearly unusable Rain internet. Despite multiple attempts to get help, nothing has improved.
I am done waiting for false promises and empty responses. I have been forced to use my own mobile data just to stay connected once again for the 12th consecutive week, while still being billed in full for a service that has not met even the most basic level of performance.
I am formally demanding a full refund for the past three months due to Rain’s failure to deliver the product as advertised. This is not a request, it’s a justified claim for non-performance. If Rain does not act immediately, I will escalate this matter to ICASA and other relevant consumer protection bodies.
Your product quality has failed to meet its promise, and your customer service has failed to take responsibility. Enough is enough.
I am done waiting for false promises and empty responses. I have been forced to use my own mobile data just to stay connected once again for the 12th consecutive week, while still being billed in full for a service that has not met even the most basic level of performance.
I am formally demanding a full refund for the past three months due to Rain’s failure to deliver the product as advertised. This is not a request, it’s a justified claim for non-performance. If Rain does not act immediately, I will escalate this matter to ICASA and other relevant consumer protection bodies.
Your product quality has failed to meet its promise, and your customer service has failed to take responsibility. Enough is enough.
TR
Trey R's updateReviewer Update
11 Nov 2025, 11:52Dear Rain Support,
Thank you for your response. I appreciate the acknowledgement of the tower issue and the offer of a free month. However, the problem has persisted for over three months, during which I’ve paid in full for a service that has been largely unusable.
A single complimentary month does not compensate for the extended period of non-performance. I therefore maintain my request for a full refund for the three months affected, as per my initial message.
Please confirm when this refund will be processed. If you are unable to do so, I will be escalating this matter to ICASAand the Consumer Goods and Services Ombud for further review.
Thank you for your response. I appreciate the acknowledgement of the tower issue and the offer of a free month. However, the problem has persisted for over three months, during which I’ve paid in full for a service that has been largely unusable.
A single complimentary month does not compensate for the extended period of non-performance. I therefore maintain my request for a full refund for the three months affected, as per my initial message.
Please confirm when this refund will be processed. If you are unable to do so, I will be escalating this matter to ICASAand the Consumer Goods and Services Ombud for further review.
TR
Trey R's update11 Nov 2025, 11:52
Reviewer Update
Dear Rain Support,
Thank you for your response. I appreciate the acknowledgement of the tower issue and the offer of a free month. However, the problem has persisted for over three months, during which I’ve paid in full for a service that has been largely unusable.
A single complimentary month does not compensate for the extended period of non-performance. I therefore maintain my request for a full refund for the three months affected, as per my initial message.
Please confirm when this refund will be processed. If you are unable to do so, I will be escalating this matter to ICASAand the Consumer Goods and Services Ombud for further review.
Thank you for your response. I appreciate the acknowledgement of the tower issue and the offer of a free month. However, the problem has persisted for over three months, during which I’ve paid in full for a service that has been largely unusable.
A single complimentary month does not compensate for the extended period of non-performance. I therefore maintain my request for a full refund for the three months affected, as per my initial message.
Please confirm when this refund will be processed. If you are unable to do so, I will be escalating this matter to ICASAand the Consumer Goods and Services Ombud for further review.
TR
Trey R's updateReviewer Update
12 Nov 2025, 11:06Thank you for the response. However, offering one month free for more than three months of unusable service is an unfair trade-off. The connection has not met even the most basic level of performance, and I’ve had to use mobile data throughout that period. If a direct refund is not possible, I expect equivalent compensation: three months of free service to offset the months I paid for but could not use. If this is not resolved, I’ll be submitting the full record of this case to ICASA and the Consumer Goods and Services Ombud for assessment under the Consumer Protection Act.
TR
Trey R's update12 Nov 2025, 11:06
Reviewer Update
Thank you for the response. However, offering one month free for more than three months of unusable service is an unfair trade-off. The connection has not met even the most basic level of performance, and I’ve had to use mobile data throughout that period. If a direct refund is not possible, I expect equivalent compensation: three months of free service to offset the months I paid for but could not use. If this is not resolved, I’ll be submitting the full record of this case to ICASA and the Consumer Goods and Services Ombud for assessment under the Consumer Protection Act.
TR
Trey R's updateReviewer Update
12 Nov 2025, 14:17I only want assistance in this current situation, please act on it.
TR
Trey R's update12 Nov 2025, 14:17
Reviewer Update
I only want assistance in this current situation, please act on it.
TR
Trey R's updateReviewer Update
12 Nov 2025, 15:59Please refer to my last message that states is a refund is not applicable then a fair trade off of months free should be given. For Reference:
Thank you for the response. However, offering one month free for more than three months of unusable service is an unfair trade-off. The connection has not met even the most basic level of performance, and I’ve had to use mobile data throughout that period. If a direct refund is not possible, I expect equivalent compensation: three months of free service to offset the months I paid for but could not use. If this is not resolved, I’ll be submitting the full record of this case to ICASA and the Consumer Goods and Services Ombud for assessment under the Consumer Protection Act.
Thank you for the response. However, offering one month free for more than three months of unusable service is an unfair trade-off. The connection has not met even the most basic level of performance, and I’ve had to use mobile data throughout that period. If a direct refund is not possible, I expect equivalent compensation: three months of free service to offset the months I paid for but could not use. If this is not resolved, I’ll be submitting the full record of this case to ICASA and the Consumer Goods and Services Ombud for assessment under the Consumer Protection Act.
TR
Trey R's update12 Nov 2025, 15:59
Reviewer Update
Please refer to my last message that states is a refund is not applicable then a fair trade off of months free should be given. For Reference:
Thank you for the response. However, offering one month free for more than three months of unusable service is an unfair trade-off. The connection has not met even the most basic level of performance, and I’ve had to use mobile data throughout that period. If a direct refund is not possible, I expect equivalent compensation: three months of free service to offset the months I paid for but could not use. If this is not resolved, I’ll be submitting the full record of this case to ICASA and the Consumer Goods and Services Ombud for assessment under the Consumer Protection Act.
Thank you for the response. However, offering one month free for more than three months of unusable service is an unfair trade-off. The connection has not met even the most basic level of performance, and I’ve had to use mobile data throughout that period. If a direct refund is not possible, I expect equivalent compensation: three months of free service to offset the months I paid for but could not use. If this is not resolved, I’ll be submitting the full record of this case to ICASA and the Consumer Goods and Services Ombud for assessment under the Consumer Protection Act.
TR
Trey R's updateReviewer Update
12 Nov 2025, 18:32For instance I have just completed another speed test, with a screenshot taken for proof incase there was any doubt. I have been paying for a certain strength and connection speed, yet the speed test reads 2.8mbps as a download speed? Now this was mentioned to the first so called technician that assisted me months ago, but he promised that it was restarted and that the results will show. Now with that speed Rain, you tell me what I can possible do in a household with multiple devices? It’s ridiculous from a certified provider such as yourselves, like I mentioned it wasn’t a problem until it became one. 3 months of dealing with at best 7mbps, which is a quarter of our specified strength in the deal. I’m requesting that this gets resolved within reasonable time as a complaint has now turned into a conversation, take action.
TR
Trey R's update12 Nov 2025, 18:32
Reviewer Update
For instance I have just completed another speed test, with a screenshot taken for proof incase there was any doubt. I have been paying for a certain strength and connection speed, yet the speed test reads 2.8mbps as a download speed? Now this was mentioned to the first so called technician that assisted me months ago, but he promised that it was restarted and that the results will show. Now with that speed Rain, you tell me what I can possible do in a household with multiple devices? It’s ridiculous from a certified provider such as yourselves, like I mentioned it wasn’t a problem until it became one. 3 months of dealing with at best 7mbps, which is a quarter of our specified strength in the deal. I’m requesting that this gets resolved within reasonable time as a complaint has now turned into a conversation, take action.
TR
Trey R's updateReviewer Update
13 Nov 2025, 18:50You advised that I must direct the router to Smith Road which I did. Now you’re telling me it’s pushing 50mbps speed but not once have I experienced that speed. I have just checked the speed again and it displays 2.5mbps. This issue has been consistent for 3 months now and yes I’m still experiencing issues. Not even a single rain representative has even reached out or contacted me to resolve this issue either. It’s easy to just say it seems stable with those speed, but what I’m experiencing and what you’re saying is contradictory. Tomorrow I expect a call from Rain resolving this issue once and for all, I’m done with the back and forth. I also demand my equivalent compensation.
TR
Trey R's update13 Nov 2025, 18:50
Reviewer Update
You advised that I must direct the router to Smith Road which I did. Now you’re telling me it’s pushing 50mbps speed but not once have I experienced that speed. I have just checked the speed again and it displays 2.5mbps. This issue has been consistent for 3 months now and yes I’m still experiencing issues. Not even a single rain representative has even reached out or contacted me to resolve this issue either. It’s easy to just say it seems stable with those speed, but what I’m experiencing and what you’re saying is contradictory. Tomorrow I expect a call from Rain resolving this issue once and for all, I’m done with the back and forth. I also demand my equivalent compensation.
TR
Trey R's updateReviewer Update
14 Nov 2025, 08:58Just 2 minutes ago my phone rang from a Rain number but it only rang for a second then the person ended the call as I answered. Please actually make the attempt to call me instead of just calling and ending it to show you made an effort. Its pathetic.
TR
Trey R's update14 Nov 2025, 08:58
Reviewer Update
Just 2 minutes ago my phone rang from a Rain number but it only rang for a second then the person ended the call as I answered. Please actually make the attempt to call me instead of just calling and ending it to show you made an effort. Its pathetic.
TR
Trey R's updateReviewer Update
14 Nov 2025, 09:02I managed to get in contact with someone from Rain, they will assist me at 4pm when I'm at the premises with the wifi.
TR
Trey R's update14 Nov 2025, 09:02
Reviewer Update
I managed to get in contact with someone from Rain, they will assist me at 4pm when I'm at the premises with the wifi.
TR
Trey R's updateReviewer Update
14 Nov 2025, 16:09Hi, I am available now.
TR
Trey R's update14 Nov 2025, 16:09
Reviewer Update
Hi, I am available now.
TR
Trey R's updateReviewer Update
26 Nov 2025, 19:36Another 2 weeks of the same issue occurring, there hasn’t been a single thing done. Network has been at its all time low, as if it gets weaker the longer I’m paying. Then on top of that, the so called reimbur*****t hasn’t come in to play.
The only way forward is for me to proceed with this matter through ICASA. As well I will visiting your stores shortly to terminate this contract and return your device and sim cards.
If you had kept your side of the deal ensuring my internet was usable, as I’ve never missed any payment or had delayed ones, the outcome would be possitive. But not just me many are using your service and you couldn’t bother to maintain your service.
You have lost a customer and unfortunately I do not recommend your product.
The only way forward is for me to proceed with this matter through ICASA. As well I will visiting your stores shortly to terminate this contract and return your device and sim cards.
If you had kept your side of the deal ensuring my internet was usable, as I’ve never missed any payment or had delayed ones, the outcome would be possitive. But not just me many are using your service and you couldn’t bother to maintain your service.
You have lost a customer and unfortunately I do not recommend your product.
TR
Trey R's update26 Nov 2025, 19:36
Reviewer Update
Another 2 weeks of the same issue occurring, there hasn’t been a single thing done. Network has been at its all time low, as if it gets weaker the longer I’m paying. Then on top of that, the so called reimbur*****t hasn’t come in to play.
The only way forward is for me to proceed with this matter through ICASA. As well I will visiting your stores shortly to terminate this contract and return your device and sim cards.
If you had kept your side of the deal ensuring my internet was usable, as I’ve never missed any payment or had delayed ones, the outcome would be possitive. But not just me many are using your service and you couldn’t bother to maintain your service.
You have lost a customer and unfortunately I do not recommend your product.
The only way forward is for me to proceed with this matter through ICASA. As well I will visiting your stores shortly to terminate this contract and return your device and sim cards.
If you had kept your side of the deal ensuring my internet was usable, as I’ve never missed any payment or had delayed ones, the outcome would be possitive. But not just me many are using your service and you couldn’t bother to maintain your service.
You have lost a customer and unfortunately I do not recommend your product.
TR
Trey R's updateReviewer Update
27 Nov 2025, 13:34The problem is not when the house is empty and the wifi is not being used, take the time to test the internet after 5pm and pull understand the issue.
TR
Trey R's update27 Nov 2025, 13:34
Reviewer Update
The problem is not when the house is empty and the wifi is not being used, take the time to test the internet after 5pm and pull understand the issue.