My terrible dreadful RAIN 5G "Premium" connection and experience

[VenoMpie]

Hahahaha. Wow ... at one point I thought that I was reading my own version of this ...
This is exactly what happens to me as well. Except your were lucky to get a technician/escalations ... my pleas fall on deaf ears. Anyway, downgrading to Standard now but only because I am in the ICT sector and require internet until I can find another suitable provider ... and because of my line of work my uploads/downloads are quite a bit and Vodacom bundles get expensive ...
Yet I won't even know the difference as I am almost always using my phone these days anyway. Zoom eats a lot of bandwidth ... but anyway.

 

[NR7]

I just logged it on the support site, I see now they don't say "24-48 hours" and just say they will reply in the coming days. Hopefully this one doesn't take 10 days for a reply like the last one *sigh*

Update.
After the technicians were here and couldn't fix the issue by moving the router to the roof, I sent an email that day to request feedback and find out what the next step is.

That email on 2 May was replied to on the 8th of May and their reply was literally this.
Feels like a copy/paste. 40 days and counting.

Dear 5G Customer

Thanks again for contacting rain Support & apologies for any delays in getting back to you.

We have actioned a high number of inquiries over the past few days.

I just wanted to check if your inquiry has now been resolved to your satisfaction. If this is not the case, please reply to this email & we will get one of our agents on this as soon as possible.

Once again please accept our apologies & thank you for your support and understanding.

 

[NR7]

Update.
After the technicians were here and couldn't fix the issue by moving the router to the roof, I sent an email that day to request feedback and find out what the next step is.

That email on 2 May was replied to on the 8th of May and their reply was literally this.
Feels like a copy/paste. 40 days and counting.

Another email from them. It feels like they haven't even read their previous responses, because a technician has already been out and saw that even in a roof location with phenomenal signal (-68dBm) the problem persists.

I hope you are well and thanks for your patience.

Please be advised that the only way we can further assist is by our technician coming out to your home and trying to find the best positioning for the router. Unfortunately our technicians do not carry ladders and installation equipment as rain does not offer installation services.

The technician is merely there to assist in finding the best spot for the router for best signal and speed readings.

Unfortunately there's not much more we can do to assist at this stage.

Day 43, multiple escalations to the network team, "engineers" and "management" and the best they can do is send another technician to try and find the best position for the router even though it is clear that even with the best position a signal strength on the roof that the problem remains.

What a joke @rain_mobile

 

[Assasin_Zer0]

Another email from them. It feels like they haven't even read their previous responses, because a technician has already been out and saw that even in a roof location with phenomenal signal (-68dBm) the problem persists.



Day 43, multiple escalations to the network team, "engineers" and "management" and the best they can do is send another technician to try and find the best position for the router even though it is clear that even with the best position a signal strength on the roof that the problem remains.

What a joke @rain_mobile

hahaha i went through the same exercise , Watch now they going to tell you it's the elevation between you and the tower.

 

[Assasin_Zer0]

hahaha i went through the same exercise , Watch now they going to tell you it's the elevation between you and the tower.

Oh and btw , I've been with issues Since 18 January

 

[Leno]

Is there anyone NOT using the N5368X router that is having these issues?

I dont recall anyone using the indoor CPE pro unit having the signal "drop" issues

Would be great if someone who is having these issues could borrow a CPE pro and run the connection for a while.
Even better swap with the CPE pro owner and see if they experience the issues with your N5368X

Edit: Signal "drop"

 

[pilotwerrie]

I use the same Router. N5368X

I have been off since 18 April - Techie was here last Tuesday - 5 May.

They tested my router, check network stats, and saw there was no signal - ZERO / ZILCH / NADA.

They installed their own router on my bracket up on the roof, 262 metres from the tower ... BOOOOOM!

... Still no signal ... MUPPETS!!!

Bloody idiots ... I told you there is no signal since 17 April ... I sent you a screen recording - showing the same. I sent you network stats ... I sent you Cell Id's. I showed you in the video that signal received (at that stage) was intermittent on and off.

Ever since the techie was here, I heard nothing from Rain ... I followed up today, and asked them why they still have not responded, to which they just replied:

I am about ready to take my router off the roof, and go test it in other neighbourhoods ...

To me all of this points to tower problems / congestion.

Maybe some more clever than me could comment??

 

[FrikkieSwag]

I use the same Router. N5368X

I have been off since 18 April - Techie was here last Tuesday - 5 May.

They tested my router, check network stats, and saw there was no signal - ZERO / ZILCH / NADA.

They installed their own router on my bracket up on the roof, 262 metres from the tower ... BOOOOOM!

... Still no signal ... MUPPETS!!!

Bloody idiots ... I told you there is no signal since 17 April ... I sent you a screen recording - showing the same. I sent you network stats ... I sent you Cell Id's. I showed you in the video that signal received (at that stage) was intermittent on and off.

Ever since the techie was here, I heard nothing from Rain ... I followed up today, and asked them why they still have not responded, to which they just replied:

I am about ready to take my router off the roof, and go test it in other neighbourhoods ...

To me all of this points to tower problems / congestion.

Maybe some more clever than me could comment??

I am in the same boat as you man

I am ready to cancel as well

I have full 5G signal but barely get 1Mbps down

Rain needs to sort out their s**t before calling a package premium

 

[Assasin_Zer0]

I am in the same boat as you man

I am ready to cancel as well

I have full 5G signal but barely get 1Mbps down

Rain needs to sort out their s**t before calling a package premium

Yup same issues here. Good signal then out of nowhere no signal no internet.

 

[rustypup]

I dont recall anyone using the indoor CPE pro unit having the signal "drop" issues

H112-370

Can absolutely confirm these issues occur on the indoor units.

Been an issue for me since Nov-2019.

I sincerely doubt it's the unit as the signal strength never waivers. Just the throughput. RAIN has major underlying infrastructure issues and they're avoiding facing them.

Sadly, my only local alternative is Telskum and I'd rather eat crushed glass.

 

[Leno]

I sincerely doubt it's the unit as the signal strength never waivers. Just the throughput.

Read Nyt Ryda's original post and the one when they are on the roof, the issues I am talking about where the 5g signal dissapears, but 4g stays. There are a few threads on the forum about it

Edit He litrally has a screen shot showing no 5g signal, only 4g

 

[thecarblogsa]

I regret moving to RAIN - I will be proactively warning people about RAIN.


I recently moved a number of my staff members onto Rain ... going to kill that too.

 

[Solitude]

Sadly, my only local alternative is Telskum and I'd rather eat crushed glass.

Haha same here. I'd rather poke my eye out with a piece of glass than make use of Telskum again.

 

[Assasin_Zer0]

Read Nyt Ryda's original post and the one when they are on the roof, the issues I am talking about where the 5g signal dissapears, but 4g stays. There are a few threads on the forum about it

Edit He litrally has a screen shot showing no 5g signal, only 4g

 

[pilotwerrie]

I regret moving to RAIN - I will be proactively warning people about RAIN.


I recently moved a number of my staff members onto Rain ... going to kill that too.

I will go out of my way to convince people NOT to take @rain_mobile products - purely because of the way they treat problems and customers.

They have a "policy" of admit no wrong doing or problems ... and "keep customers hanging in the air with zero feedback"

 

[NR7]

So, a long awaited update on this issue.

The last communication I had was on the 12th of May :
They said they could only send another technician to try find the best router position (even after a technician had already done this) and said that "Unfortunately there's not much more we can do to assist at this stage.".

I requested more assistance as that would not fix the issue, and requested the management intervention that was supposedly requested on 16 April already.

Didn't even get a reply. Poor service.

Thankfully, this issue resolved itself on the 22nd of May and I have had near flawless 5G for the last 11 days in Primrose, Gauteng about 500m from the Rain tower.

This confirms to me that the issue I have had since 31 March was due to Rain and their network the entire time, but instead they chose to mess me around and insist the blame lay with me and my router placement.

I'm just glad it's fine so I don't have to deal with @rain_mobile and their rubbish customer service.
Slow to fix their issues and quick to debit your account on the 1st. Well done Rain.