Update on my 22 days connection issue!

Hello Peter complaint | 12 Feb 26

Yesterday after speaking to a one of their consults abroad, by the name of Apple, I felt happy that she confirmed that she would sort out the refund on my account for the 22 days my service hasn’t been working, and confirmed that she will try and escalate a replacement router since that is the issue.

I then got a phone call shortly after that at 5:30 from one of the South African consultants, and she then confirmed that RAIN will NOT replace my router, as it is no longer an available model, and I must therefore CANCEL MY SERVICE TO GET A NEW ROUTER AND PAY THE INCREASED COST - WILD. I have been with rain for 3 or 4 years, and now because the router is faulty I must cancel my service and go through all the admin to get a new router and pay the increased cost, make it make sense.

Hell no will I be doing that, what an inconvenience for any customer that has to do this! Literally feels like RAIN is 100% pushing their customers into a corner to pay a higher fee.

I then got a phone call shortly after posting my review on hellopeter, and the consultant assured me she will see what she can do to replace my router and keep me at the same price point, now that is customer service, that is helpful that is a resolution.

She then told me she would call me back on Thursday (12 Feb @ 12:00) which she did, she called me to late me know that the sales team will call me and help me with a migration, did I get a call? Nope 😂 ofcourse not, 23 days into my query and I still need to follow up and beg for answers.

Count your days rain, you are really tarnishing your own reputation.

THIS IS NOT CUSTOMER SERVICE, If you guys cannot replace my router (which is OUT of my control) I want you guys to email me and confirm that you CANNOT fulfill the service and you can cancel my subscription on your own! I will NOT cancel my service, and I will request a refund for each day that my connection does not work.

Ps - train your staff to stick to agreed timeliness, very ********* behaviour.

Hello Peter complaint | 11 Feb 26

22 days with an unstable connection, 22 DAYS.

I have been escalating my query with multiple consultants since the 22 of January, today is the 11th of Feb.

I get told to perform the basic trouble shooting steps over and over and over again, then get told it’s being escalated to a different department, and that someone from the department will call me, however THEY NEVER DO.

I have to call and follow up everyday, and then get told that I need to do the troubleshooting steps, and then get told that’s it’s being escalated and someone will call me.

22 days with an unstable/non existing connection, almost a full month.

No support from the team, no concern for their customers, no interest in following up.

Spending an average of 15-30 minutes on each call it’s WILD