Unusable Service, No Support & Financial Loss

I have been with Rain for a long time and have never had connection issues before. Everything changed towards the end of this year, when the service suddenly collapsed and became completely unusable at my location.

Since then, my connection has been offline most of the time, extremely slow when it does work, and overall impossible to rely on. The service failure is ongoing and severe.

What makes this situation even worse is Rain’s non-existent customer support. I have tried emailing, calling, and logging multiple support requests via the chat, yet Rain repeatedly:

Closes my tickets with no resolution

Does not call

Does not email

Does not follow up

Makes zero effort to contact me or fix the problem

Support tickets are closed without progress, without apology, and without any attempt to troubleshoot.

Despite this, Rain continues to bill me R625 every month, fully aware that the service does not work.

Because Rain’s network has become unusable, I am forced to buy additional data from other service providers just to stay online. This costs me another R500–R650 every month, meaning I now pay double because Rain cannot deliver even a basic functioning connection.

This is financially draining, unfair, and unacceptable.

I have logged numerous queries with Rain, including (non-exhaustive): ***8, ***4, ***0, ***2, ***2, ***2, ***6, ***6.

On 19 November 2025, I issued a formal cancellation request based on Section 54 of the Consumer Protection Act, due to Rain’s failure to provide the service. Rain has ignored this request and continues billing without resolving the issue or arranging equipment collection.

I am now demanding the following:

Immediate cancellation without penalties

Stop all billing and debit orders immediately

Collect your equipment within 3 business days

Provide written confirmation that this account is closed

If Rain continues to ignore me, I will escalate the matter to ICASA, the National Consumer Commission, and any other regulatory platform available.

Consumers should not pay for a service Rain knows it is not delivering — and should not be ignored when asking for help.