Home Premium 5G Help Needed

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Modeus

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Apologies if this is the wrong place, but I am desperate for some assistance. I've been struggling since last week with the call centre and just get nowhere. I've been a customer with the Premium 5g package for a while now and have been fine with it, but the last week+ has been massive degraded service levels. Lost packets, speeds I haven't seen since the 90s.

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I've tried the website support option but that goes nowhere just some FAQs, I've tried the rain app and logged the issue there but there's nothing but silence. Does anyone know where I can get some help?
 
And everything is cabled up inside the house, I don't use the rain wifi. This isn't a local network interference problem.
 
Modeus said:
Apologies if this is the wrong place, but I am desperate for some assistance. I've been struggling since last week with the call centre and just get nowhere. I've been a customer with the Premium 5g package for a while now and have been fine with it, but the last week+ has been massive degraded service levels. Lost packets, speeds I haven't seen since the 90s.

View attachment 1568802

I've tried the website support option but that goes nowhere just some FAQs, I've tried the rain app and logged the issue there but there's nothing but silence. Does anyone know where I can get some help?
Click to expand...
Hi @Modeus

Please note we have responded to your DM, kindly check your inbox
 
Just to share some visibility on this, the request to go to DMs was done, and the feedback was:

1. Your ticket is in the system
2. Your tower has a problem
3. No ETA

That was Tuesday. Now Friday, now there have been no follow ups / updates, and still no indication of ETA. I've gotten a new fibre installed in the meantime so I can at least continue working, but how anyone can think open-ended indefinite eta's / and no updates is acceptable business is beyond me.

I'll be updating this thread with every day this remains unresolved. After that we'll have some visibility on if I am expected to pay for the full amount at the month end / do I use Rain at all going forward.
 
They love doing stuff in DMs and not sharing any info on problems/solutions with the forum. Rain has always been anything but transparent...
 
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