Poor Service Received from RSAWEB

On 14 July 2025, I signed up for RSAWEB's LTE SIM service. During sign-up, I was given the option to either buy a router from them or use my own. I chose to use my own router. What they didn’t tell me at the time was that the router had to be from a specific list they prescribe. The SIM card was delivered on 20 July and activated shortly after. I tried setting it up with the help of their support team who provided the APN settings. The SIM managed to connect but then got locked, apparently because my router wasn’t compatible. So on 23 July, I went and bought a new router, one that was on their approved list which had been shared with me by Shaun, one of their technicians. That meant I spent over a week without any service while waiting for the new router to arrive. Meanwhile, they still went ahead and debited my account on 25 July even though I hadn’t managed to use the service at all. The new router arrived on 28 July. I set it up with the updated APN settings and by 11am on 29 July, everything was finally working. It connected, it was stable, and for the first time it felt like it might work. But by 3pm, it stopped.

When I got home later that day and tried to use the service again, there was no internet. I logged a call with RSAWEB and was told that the SIM had been locked again. The reason? The approved router list had changed and now the brand-new router I had just bought was no longer supported. They sent me the new updated list. I told the technician this was completely unfair, as I had literally just bought the router they themselves had recommended. When I asked why customers aren't notified in advance when these changes happen, the response was basically that it was MTN’s fault and not theirs and that there was nothing RSAWEB could do. I asked to speak to someone more senior and the answer was still the same. At this point, I’ve paid for a service I haven’t been able to use for even a full day and now I’m expected to go out and buy another router just to stay connected. Honestly, this whole experience has felt incredibly frustrating and unfair.