My RAIN peak limit of 0GB/R0 is not working

[Viva]

Hi all

Since I'm going to be using quite a bit more data than my contract with Vodacom (110GB) allows, I dusted of my RAIN sim.

In the dashboard, I

• set the peak time limit to R0/RGB
• and activated the off peak 19h/day unlimited option.

This I did before using the sim, so my usage was 0MB when setting the limit.

The service has been fine so far, but the sim just keeps on working during peak hours. I don't want to have pay for this.

I've already tried to get an answer from RAIN support, but predictably, they never responded.

Any ideas - is this a bug on their side? Or by design, as a token of goodwill during the lockdown? Or will I need to pay the bill?

This is what I see in the dashboard:

 

[RyanPCMR]

You have used 2GB of data and now owes them that R100 on top of the R250. They seem to have given you a discount also bcs of the R166 usage charge.

 

[Viva]

You have used 2GB of data and now owes them that R100 on top of the R250. They seem to have given you a discount also bcs of the R166 usage charge.

I only signed up two days ago, so the R66 is pro rata for the unlimited (R250). The R100 is for peak time usage. But why should I pay this when the sim is set to a limit of 0GB/R0?

 

[RyanPCMR]

I only signed up two days ago, so the R66 is pro rata for the unlimited (R250). The R100 is for peak time usage. But why should I pay this when the sim is set to a limit of 0GB/R0?

I do also want to know why they are not implementing your wish not to use their data outside of the off-peak hours? They do owe you a refund and to ensure that usage limit tool does work when you have set it through the site.

 

[master4real]

I had an online chat with the rain consultant about the same issue earlier this week. The consultant told me that their default limit for unlimited off-peak is R250. This means that the consumption of peak data will only stop when the bill is R250. They said the only way to stop that is to avoid using data after 18:00. I was not happy with the answer because that works like predatory out of bundle rule that has been outlawed.

 

[Viva]

I had an online chat with the rain consultant about the same issue earlier this week. The consultant told me that their default limit for unlimited off-peak is R250. This means that the consumption of peak data will only stop when the bill is R250. They said the only way to stop that is to avoid using data after 18:00. I was not happy with the answer because that works like predatory out of bundle rule that has been outlawed.

If this is going to be their explanation, I'll make a huge thing out of this on social media. If true, this is completely unacceptable. Their dashboard does not convey that this is how their billing works. CPA, maybe?

In the meantime, I received a PM form the Rain rep. Will update with any progress.

 

[@Ghekko]

I had an online chat with the rain consultant about the same issue earlier this week. The consultant told me that their default limit for unlimited off-peak is R250. This means that the consumption of peak data will only stop when the bill is R250. They said the only way to stop that is to avoid using data after 18:00. I was not happy with the answer because that works like predatory out of bundle rule that has been outlawed.

If a Rain consultant told you to stop using data at 18:00 then maybe they are guess working their system,I have been using Rain for some months now and set peak data at 0Gig and come 18:00 the sim automatically disconnects without my intervention, I only get a re-connected after 23:00hrs.

 

[kabusi]

If a Rain consultant told you to stop using data at 18:00 then maybe they are guess working their system,I have been using Rain for some months now and set peak data at 0Gig and come 18:00 the sim automatically disconnects without my intervention, I only get a re-connected after 23:00hrs.

This problem only exists in the first month since the bill is pro-rated yet a full R250 is allocated as potential spend.
Subsequent months is works without any need to switch off at night.

 

[Viva]

This problem only exists in the first month since the bill is pro-rated yet a full R250 is allocated as potential spend.
Subsequent months is works without any need to switch off at night.

Right, so they don't actually limit the peak hour data usage, as the following setting on their dashboard indicates:



Instead, they limit the "monthly spend" (peak + off-peak), which is a weird, hacky and confusing way of implementing the limit. It also cause their freshly signed up customers to spend more than they mean to, which is a great way to antagonise their customers.

 

[kabusi]

Right, so they don't actually limit the peak hour data usage, as the following setting on their dashboard indicates:

View attachment 808819

Instead, they limit the "monthly spend" (peak + off-peak), which is a weird, hacky and confusing way of implementing the limit. It also cause their freshly signed up customers to spend more than they mean to, which is a great way to antagonise their customers.

Totally agree that it is wrong but trust me at least this is only a once off problem for the first month. Speed and connectivity is an on-going issue on the other hand.

 

[Viva]

Totally agree that it is wrong but trust me at least this is only a once off problem for the first month. Speed and connectivity is an on-going issue on the other hand.

Cool, thanks for clarifying the issue for me!

 

[Viva]

UPDATE: Rain called me this morning and confirmed that they will credit the amount that relate to usage during peak hours. Thanks, Rain, for doing the right thing!

I still think that they need to change the logic of their billing system to correct for this in the future. I'm not sure that they will do this. But at least they admit that this should not be happening.