Sign up with GoogleWriting this on my laptop via my phone's mobile hotspot because my RAIN 5G "Premium" cannot even load a webpage.
Main issue is no 5G for hours and then 4G fallover which is almost non-existent. Sometimes it's fine for an hour or two at good speed (150-200 Mbps) but the problem NEVER disappears, it is daily occurrence.
Some days worse, some slightly better. Restarts don't help, nor does moving the router. I have had this issue since 31 March.
This is my speed this afternoon. I actually had to run the test a few times as the upload test kept giving me an error.
Router stats if anyone's interested
TL;DR 23 days and all that's happened is a remote signal/speed test, router software rollback and various escalations (to network team, then to engineers and management), I still have to keep emailing for feedback and there is no resolution in sight.
@rain_mobile
I have UNISA online exams coming up in a few weeks and there's no way I can depend on this connection for anything.
I am being charged R1000 to have your 5G "Premium" run at 0.345% of it's "Up to 200mbps" speed when 3 months ago I was easily reaching 400+ Mbps.
How is it acceptable to take 23 days and the only work done besides escalation are things as simple as a remote login to check the stats/speed and upload a new software remotely ?
I've never received any emails or phone calls from the "network team", "engineers" or the "management", all the communication I have received has been done by the customer support guy from my original chat (and one courtesy call from someone else on the day I logged the reference via chat telling me that they are working on it).
.............
So if you want to read the details, this has been my whole customer experience so far :
31 March :
After an hour and 19 minutes of waiting in the queue, I reported the issue via Rain's online chat, also provided my acc details to rain_mobile rep on myBB via PM when it was requested from me.
2 April :
I was told network team checked the signal/speed and that it was fine. I was asked if it is working fine now.
3 April :
I replied that it was still a problem and sent screenshots.
6 April :
I couldn't find the chat link, so I sent them an email to enquire what the status of this reference is. Automatically received a second reference and was told I would get feedback i"within 24-48 hours".
Later that day I found the chat link in the Contact Us section since the Get In Touch link by the chat bot was not available anymore.
After 35 minutes they said they updated my escalation and are awaiting feedback from their network team
7 April the network team did a remote firmware update which rolled back the software version of the router and asked me to monitor it. I replied that there was still a problem.
11 April I emailed to ask what is happening with this issue that is persisting and attached screenshots. No reply.
14 April I emailed again to ask what is happening and attached screenshots.
15 April I receive an email that they will request for urgent feedback on the matter and revert back to me.
16 April I receive an email that it has been further escalated to their engineers and they are currently awaiting their feedback.
They have requested management to intervene in order to get your problem resolved
Posted about it on the forum and rain_mobile said they are following up to get me feedback as soon as they can
Later on 16 April :
I also receive an email from another customer support person.
The support request I sent on the Rain site on 6 April that they would get back to me "within 24-48 hours" actually took 10 days to reach someone, and they merged it into the existing reference.
21 April : I emailed requesting an update on this issue from their engineers and management as it feels like nothing is happening.
22 April : Still no feedback since 16 April, still have the issue for the last 23 days, and now online chat is removed from their site.
Main issue is no 5G for hours and then 4G fallover which is almost non-existent. Sometimes it's fine for an hour or two at good speed (150-200 Mbps) but the problem NEVER disappears, it is daily occurrence.
Some days worse, some slightly better. Restarts don't help, nor does moving the router. I have had this issue since 31 March.
This is my speed this afternoon. I actually had to run the test a few times as the upload test kept giving me an error.
Router stats if anyone's interested
TL;DR 23 days and all that's happened is a remote signal/speed test, router software rollback and various escalations (to network team, then to engineers and management), I still have to keep emailing for feedback and there is no resolution in sight.
@rain_mobile
I have UNISA online exams coming up in a few weeks and there's no way I can depend on this connection for anything.
I am being charged R1000 to have your 5G "Premium" run at 0.345% of it's "Up to 200mbps" speed when 3 months ago I was easily reaching 400+ Mbps.
How is it acceptable to take 23 days and the only work done besides escalation are things as simple as a remote login to check the stats/speed and upload a new software remotely ?
I've never received any emails or phone calls from the "network team", "engineers" or the "management", all the communication I have received has been done by the customer support guy from my original chat (and one courtesy call from someone else on the day I logged the reference via chat telling me that they are working on it).
.............
So if you want to read the details, this has been my whole customer experience so far :
31 March :
After an hour and 19 minutes of waiting in the queue, I reported the issue via Rain's online chat, also provided my acc details to rain_mobile rep on myBB via PM when it was requested from me.
2 April :
I was told network team checked the signal/speed and that it was fine. I was asked if it is working fine now.
3 April :
I replied that it was still a problem and sent screenshots.
6 April :
I couldn't find the chat link, so I sent them an email to enquire what the status of this reference is. Automatically received a second reference and was told I would get feedback i"within 24-48 hours".
Later that day I found the chat link in the Contact Us section since the Get In Touch link by the chat bot was not available anymore.
After 35 minutes they said they updated my escalation and are awaiting feedback from their network team
7 April the network team did a remote firmware update which rolled back the software version of the router and asked me to monitor it. I replied that there was still a problem.
11 April I emailed to ask what is happening with this issue that is persisting and attached screenshots. No reply.
14 April I emailed again to ask what is happening and attached screenshots.
15 April I receive an email that they will request for urgent feedback on the matter and revert back to me.
16 April I receive an email that it has been further escalated to their engineers and they are currently awaiting their feedback.
They have requested management to intervene in order to get your problem resolved
Posted about it on the forum and rain_mobile said they are following up to get me feedback as soon as they can
Later on 16 April :
I also receive an email from another customer support person.
The support request I sent on the Rain site on 6 April that they would get back to me "within 24-48 hours" actually took 10 days to reach someone, and they merged it into the existing reference.
21 April : I emailed requesting an update on this issue from their engineers and management as it feels like nothing is happening.
22 April : Still no feedback since 16 April, still have the issue for the last 23 days, and now online chat is removed from their site.
