Constant connection loss - RAIN not responding!

E

Ethan_Hunt

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So here we are again, having to resort to a public platform to vent, rant and rave in hopes of inspiring someone at Rain to actually take their job seriously and respond to complaint reference number 5281569.

I reported yesterday that connection to the tower is constantly lost about every hour or two after which the modem needs to be rebooted in order to re-establish a connection. I complied with the time wasting email request for details and screenshots which you already had and never heard back from you again.

I tried contacting you via Twitter DM and you disappeared.

The problem started two days ago and as further stated in my report, our equipment is not at fault and works flawlessly with the other cell networks, we are 870m from the tower and even have an expensive Poyting external antenna connected to ENSURE that perfect reception is received.

Although your utter lack of customer support does not surprise me anymore it remains frustrating at best and I would therefore sincerely appreciate immediate attention to the problem.
 
Just pm the rain guy ... this isn’t helping anyone opening a new thread to moan
 
Digital_Nomad said:
So here we are again, having to resort to a public platform to vent, rant and rave in hopes of inspiring someone at Rain to actually take their job seriously and respond to complaint reference number 5281569.

I reported yesterday that connection to the tower is constantly lost about every hour or two after which the modem needs to be rebooted in order to re-establish a connection. I complied with the time wasting email request for details and screenshots which you already had and never heard back from you again.

I tried contacting you via Twitter DM and you disappeared.

The problem started two days ago and as further stated in my report, our equipment is not at fault and works flawlessly with the other cell networks, we are 870m from the tower and even have an expensive Poyting external antenna connected to ENSURE that perfect reception is received.

Although your utter lack of customer support does not surprise me anymore it remains frustrating at best and I would therefore sincerely appreciate immediate attention to the problem.
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HI @Digital_Nomad

I have sent you a PM and ill look into the ticket number you provided.
 
I don’t think so ... not if you want it to be fixed ...

We all are in the same boat buddy ... we all trying to make it work ... be patient it’s not a plug and play with rain ... we all know that by now ...
 
UPDATE:

It has been established that the router has been connecting to an over saturated tower much further from me than the one it is supposed to. We specifically got the external antenna to prevent this and it was also provided by Rain. I'm not sure why all the routers I have had insists on connecting to a tower 1.42km from me and not the close one which is only 840 meters away...

Another issue is that the website's map is NOT functioning correctly and I have been looking at it all the time and it showed I was connected to the correct tower (closer one) even though in reality I was not. I have also reported to Rain that the website map is not refreshing and they answered that the site is in a upgrade status....

At the moment I can now also no longer log into my account at all, but I'm sure they are on the case as I have reported this also now.

Will post the outcome later on.
 
You've just described my problem. Also started two days ago. In my case I have to either reboot the router to immediately fix it or it fixes itself after 10 minutes. Do you happen to be in Cape Town as well by any chance?
 
HerZeLeiD said:
You've just described my problem. Also started two days ago. In my case I have to either reboot the router to immediately fix it or it fixes itself after 10 minutes. Do you happen to be in Cape Town as well by any chance?
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Hi, it's frustrating I know :(

I'm further inland sort of on the Garden Route I've been told.

I believe that when connecting to an saturated tower, something we refer to as "cell tower breathing" takes place - in short the tower's transmission radius decreases as it reduces signal strength to cope with the load, this causes all sorts of problems for the guys furthest away or on the outskirts as we lose/gain signal again - I'm not saying this is what is happening in your case, but I know it does exist and am pretty sure that is why I lose connection to the furthest tower every hour or so - it is heavily saturated and catering to a huge community over there.

I can only hope that one of the Rain techs will reach out to you - or perhaps you can reach out to them to do a "detach" which basically forces your router off from the wrong tower and hopefully it connects to the correct/better one again - if that is what is causing you problem - just saying.

Best wishes!
 
FINAL UPDATE:

Well, my previous experiences with RAIN's tech support has been awful to say the least, but I honestly have to admit I'm blown away by the improvement which I have experienced first hand today.

It started with their rep here on MBB contacting me and him eventually getting more help which eventually got me up and running again.

I was further contacted now by a very knowledgeable senior tech specialist who offered further assistance and access to assistance during the weekend while I run random stability tests until Monday.

We also did a quick speed test now and were actually both surprised by the result (screenshot below). As can be seen the connection is very stable at 10Mbps which is acceptable for the time of day. Jitter on the upload was only 3 and by eyeballing the download chart, its likely to be even less for the download.

It has also been confirmed that upgrades to the website is currently in progress and the map for optimizing will be working soon.

We have also discussed why the modem would be connecting to the furthest tower and came to the tentative conclusion that the relatively busy little airfield right next to the tower might cause radio interference from time to time and it might of just been a coincidence that after load shedding when the power came back on, a lot of interference was caused at the same time the modem was starting up and it therefore took a liking to an alternative tower - once connected to a tower, they usually tend to keep connecting to it which a forced detach usually sorts out like in this case.

@HerZeLeiD - I'm glad you found this thread and that Rain tech was able to reach out to you - best of luck!

rain speed.jpg
 
profa said:
So if you want it to be fixed, complain privately :ROFL: How's that working out for you "buddy"? :laugh:
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You don’t have to complain bro ... you just ask for help ... complaining about something that can be either fixed is draining ... but I’m glad you good now ...
 
Kiemo said:
You don’t have to complain bro ... you just ask for help ... complaining about something that can be either fixed is draining ... but I’m glad you good now ...
Click to expand...
cool story "bro".
 
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