rain loop Contact Details

loop is a portable 5G device sold exclusively by rain. There is no separate support line for it: rain runs one Customer Engagement Centre covering every product, so the number below is the same one used for home wifi and mobile.

Official contact channels

rain publishes no fax number and no general customer email address, so a written query goes through a rain channel rather than a mailbox. The legal and RICA addresses above are for those specific purposes and are not a substitute for the support line. rain may contact you by phone, SMS, email, WhatsApp or push notification, and you can opt in or out of push and WhatsApp notifications through any rain channel.

What this organisation provides

loop is a portable 5G WiFi router combined with a stereo speaker in one device, sold on a month to month unlizones subscription starting at R699 a month with no fixed contract. It sits alongside rain other products, which are Unlimited 5G Home WiFi for a fixed address, Unlimited Mobile, rainOne Unlimited combining home and phone, the101 and LoopPhone. The distinction matters when you call, because a home wifi fault is tied to one installation address while a loop problem can be a coverage question wherever you happen to be using it.

rain states it does not guarantee coverage even where an address appears to fall inside a coverage area, and that actual performance depends on congestion, line of sight, the environment and the number of active users. For a portable device that is the single most useful thing to know before buying, since a loop that works at home may not perform the same elsewhere. Check the coverage map on the rain website for each place you intend to use it.

Address and operating information

rain (Pty) Ltd, registration number 1996/013739/07, forms part of rain Group Holdings (Pty) Ltd, registration number 1947/024435/07. The registered physical address is 1st Floor, Cape Quarter Square, 27 Somerset Road, Cape Town, Western Cape, 8001, and the postal address is P O Box 651921, Benmore, 2010. Treat that as a head office rather than a walk in support counter; for face to face help use the store locator instead.

RICA registration is mandatory for every SIM, including the embedded SIM in a device and any replacement. You need a valid South African ID, refugee identity document or passport, plus proof of address no older than three months. If you do not have a South African ID and you subscribed online, RICA is done face to face on delivery and you must present documents to the courier, otherwise the device will not be activated.

Support and escalation routes

Start with the Customer Engagement Centre on 081 610 1000, which rain names as the route for both support and complaints. If it is unresolved, rain is a member of the Internet Service Providers Association, and complaints go to [email protected]; ISPA can also be reached on 010 500 1200, which is the association number and not a rain number. Above that, ICASA regulates telecommunications licensees in South Africa. A complaint about how your personal information was handled goes instead to the Information Regulator of South Africa on 010 023 5200.

One warning worth repeating: rain states it will never ask you to provide personal information or verify your account by clicking a link in an email. Treat any message that does as phishing and report it rather than replying.

Sources

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