Urgent Complaint: Persistent Internet Issues with Rain Network

I am writing to express my extreme frustration and disappointment with the service I have been receiving. Despite being a loyal customer who pays every month without fail, I am now seriously considering switching to Vodacom due to the continuous issues with your network.

I am paying for 30Mbps speeds but only receiving up to 2Mbps. I have made multiple calls prior to the 8th of November requesting assistance, but all your agents could advise was to walk around my house with the router to find a connection. This advice is utterly and outrageously appalling, and repeatedly switching the router on and off has not helped either. How can a company that charges so much for its services fail to deliver the promised goods?

On the 8th of November, I requested to speak with a manager and was connected with Shevam, who rudely stated that he has no managers and could not assist. After debating this issue, he finally informed me that his manager, Nikhil, would call me back before the end of the day. Interestingly, he went ahead and did a hard reset without my permission, which was not required as my question was about the speeds.

On the 11th of November, I followed up and was first put on mute and then disconnected by Nomzamo. On the second attempt, Khamoelo answered and advised that an escalation had been made, but could not provide any ETA on a resolution and stated that a manager would contact me by the end of the day on the 11th.

Today is a new day, and I am still facing the same ongoing issue that has persisted for the past 8 months. I work from home and solely depend on a stable network, which was promised to me at the start. Despite being a loyal customer for many years, there has been no resolution and no feedback from your company, which unfailingly makes deductions every month.

I will be taking this matter further to ICASA’s Consumer Protection Unit should this not be handled with the utmost importance. I am extremely disappointed!!!!!!!