Worst experience

Good day Mr Adams

Trust this email finds you well.

I am writing you this email after numerous run inns with yiur business regarding my account but worst off all the experience I have has since taking up a new contract with your business.

A little background... We have had an account with yiur business for some time now under my wife's name (Kelebogile Cynthia Wanyane) given the joy this had been without any issues upgrades to the initial account was done to sustain my family and the demand we had. All worked up well...

I am in Jhb because of my work and for the past 7yrs I had an account with Metro fibre through a celerity because this was pre-installed as I came to the complex. However I then decided to change my ISP to your business given the joy we had back home. Little did I know the worst experience I had in customer service or rather lack there off.

My number is in my signature for your own reference... I then took up an account when I saw the 101 special y'all were running. Took a drive to the Paulshof store to collect the router... Despite the bad reception and lack of connect from time to time I still stuck with your business with the hope that it will get sorted. I then started to make call to your call center when I realised that nothing was getting better after I had given it a benefit of a doubt with reasons like having my kids over, and there being alot of devices connected, to the weather, etc.

I started posting on social media with the hope that someone will reach other and assist. Gees did that take time and eventually I was told that a technician will contact me. Which indeed happened, I then had to avail myself so that the technician can come and assist. I need to mention that since I picked up the router I had the worst connection speed ever if I did even manage to connect yet my premium went off without a doubt. The technician came (two of them) who then advised that the router would not work for me because of my location.

At this point I had done everything as instructed by the call center and the consultants handling your social media account. Please refer to those conversations... I have attached some of them.

Anyway technicians came out advised that the 101 router will not work for my house and this was after some tests they did moving in, out and around my unit. They then advised I would have to get a CPX or something like that router that can be mounted outside. This was after the call center kept telling me that I am connected to the furthest tower from where I was, something beyond my control. I then went back to Paulshof store advised them of what the technician said and the ladies at the store then contacted a supervisor that advised them that there's nothing they can do for me despite the solution the technicians came came up with, she advised I should rather cancel my account.

Which I did because not only was I shocked that with a solution at hand your business was rather willing to lose a client. I left the store and the when I got to my house one of the technicians made contact to follow up with me... Only to be told that I cancelled my account and left the 101 router at the store, given the great person he is taking care of his clients he advised that I should go back understanding the importance of me needing internet connection, advised I should open another account I will get the 101 router and they will exchange it for me with a router that will work for my house. I did exactly, having to drive back to Paulshof all over again using my ⛽ that I never never got reimbursed for.

Got the 101 router came back and the technician sure came through set me up and I was sorted making sure I stayed with Rain instead of leaving me to go the the competition. I need to mention that still I was getting about 10-12Mbps but stable, something I wasn't getting before. But I also figured my kids were here for the holidays so maybe the router was overloaded. I left it like that, schools opened and the kids left... I then realised nothing changed from my speed, I literally couldn't do anything be it work let alone stream without any buffering.

I started escalating again and got told the same story about connecting to the furthest tower from where I live. I asked for a technician to come out because I wanted to upgrade my package but could not do that if this would still be a problem. Eventually a technician came out and this is again after a lot of bad experience with your call center where I then had to go on social media before someone made contact.

Technicians came out and again restored my faith in your business as always, something your constants has failed in doing dismally. Please refer to my last screenshots and see that since the technicians came out I can clearly say I see what I am paying for and I am thankful to them for coming through and always willing to assist.

I still would like to upgrade my package however, I need to first see if it would not fail me again. I am sure given all the trouble I have gone through I would not be asking for a lot if you could ungraded my package for at least a month so I can trial it out to see if the speed and connection would still be stable and if that is the case I would am more than willing to the. Keep the package and start paying for it.

I am really looking forward to your response as I have dealt with way too many people who never saw it fit to listen to me until your technicians happened.