1 reviews | Active since Feb 2020
********* treatment!
To Rain Customer Support,
I have been a Rain customer for approximately 3–4 years. For the past 27 days my connection has been unstable or unavailable. I have reported this multiple times.
I have now been informed by Rain support that my router is no longer supported and will not be replaced unless I cancel my current package and upgrade to a more expensive package.
I am not requesting an upgrade. I am requesting that Rain provide the service I am currently paying for.
In terms of Section 54 of the Consumer Protection Act, I am entitled to receive services that are performed in a quality and manner that consumers are generally entitled to expect. If the router required to deliver the service has failed or is obsolete, the responsibility to repair, replace or otherwise restore the service rests with the supplier.
Requiring me to pay more to restore a service I already have constitutes a failure to provide the contracted service.
Please confirm in writing within 5 business days one of the following: • Replacement equipment at no additional cost, OR • Restoration of my service under my current package, OR • Penalty-free cancellation and refund for the period the service has been unavailable.
If I do not receive a written resolution, I will escalate this matter to ICASA and the National Consumer Commission.
Thank you for bringing this to our attention.
We are looking into your query. We will share an update soon.
Regards,
rain.
Thank you for bringing this to our attention.
We are looking into your query. We will share an update soon.
Regards,
rain.
Yesterday, Rain confirmed telephonically that an email communication would be sent to me and that they would confirm once it had been shared.
No email. No confirmation. Nothing.
This marks over 30 days of unstable or non-existent service, paired with repeated promises that conveniently evaporate the moment the call ends.
Let’s recap:
• My router is “obsolete.”
• Rain refuses to replace it.
• The only solution offered is that I cancel and upgrade to a more expensive package
• Rain acknowledged this.
• Rain promised written communication.
• Rain has failed again to follow through.
At this stage, the issue is no longer technical. It is operational incompetence and an apparent unwillingness to honour a contracted service without forcing a price increase.
If Rain cannot provide the service I am paying for, say so clearly and in writing.
If Rain can provide the service, then do so without attempting to financially prejudice a long-standing customer.
The continued pattern of “we will be in touch” followed by silence is unacceptable.
I am awaiting the promised written response. Failing that, I will proceed with formal escalation.
Yesterday, Rain confirmed telephonically that an email communication would be sent to me and that they would confirm once it had been shared.
No email. No confirmation. Nothing.
This marks over 30 days of unstable or non-existent service, paired with repeated promises that conveniently evaporate the moment the call ends.
Let’s recap:
• My router is “obsolete.”
• Rain refuses to replace it.
• The only solution offered is that I cancel and upgrade to a more expensive package
• Rain acknowledged this.
• Rain promised written communication.
• Rain has failed again to follow through.
At this stage, the issue is no longer technical. It is operational incompetence and an apparent unwillingness to honour a contracted service without forcing a price increase.
If Rain cannot provide the service I am paying for, say so clearly and in writing.
If Rain can provide the service, then do so without attempting to financially prejudice a long-standing customer.
The continued pattern of “we will be in touch” followed by silence is unacceptable.
I am awaiting the promised written response. Failing that, I will proceed with formal escalation.