Very Disappointed with Rain Network Service at Queens Corners

I’m extremely dissatisfied with the service my friend and I received from Rain, specifically at the Queens Corners outlet. On Thursday, my friend visited the store to report issues with his router — it was delivering very slow speeds. Unfortunately, while assisting him, the consultant at the outlet accidentally canceled his subscription. The staff member admitted this mistake but said there was nothing he could do to fix it. The only solution offered was to create a completely new profile.

This situation directly affects me as well. We had both signed up for the R1000 promotion — pay for one router and get another free. That meant two routers and two activated SIMs for the price of one. Since I was the one who encouraged him to take the deal, I received the second router. When I experienced problems with my router previously, Rain was able to replace it with an outdoor router. However, now that my friend tried to sort out his own issue, his subscription was wrongly terminated, and no effort was made to properly restore it.

I believe this goes against our consumer rights. The subscription had no outstanding balance and was still active — there was no reason for it to be canceled. The purpose of the visit was to troubleshoot, not to terminate the subscription. What’s more frustrating is that my friend has tried contacting customer service multiple times, but no one is willing to take accountability or help him resolve the issue.

I also know others I recommended to Rain who are still using this package with no problems. If the subscription had an expiry date or terms that justified the cancellation, I would understand. But this was clearly an internal error, and yet Rain expects the customer to carry the consequences.

Rain needs to take responsibility for this mistake and reinstate the original subscription, or at least offer a fair resolution. We expect better service and accountability from a major network provider.