Rain - Conflicting Support Feedback

[lmatthews]

Having been experiencing problems where there's packet loss and simply no response on my 5G signal for over a month now, I've spoken to a few support staff over the weeks trying to fix this, and I'm beginning to suspect none of them actually talk to each other or look at customer history or previous 'fixes' before giving feedback. I've gone from resetting my router to moving it around, clearing my cache, and a myriad other fixes, to no avail. I've even had someone suggesting that I disconnect the 2.4 signal the router itself gives out because that is somehow a factor in causing my issues? This is without them asking what actually runs on that band, despite not utilizing it for any devices save one TV that's off most of the time.

Even when presenting proof that there's something seriously wrong, and with others on this forum complaining about the same issue, somehow the response is to lecture us? What must be done to speak to someone that's actually knowledgeable and interested in solving the problem? They've not even done me the courtesy of investigating my tower and giving feedback on its status and congestion.

Let me be honest - I'm not suggesting that the support desk is staffed entirely by people that don't care and only repeat the same steps over and over, but clearly finding actual support is rather like winning the lottery.

 

[Esea]

"Hey there!

Just checking in with you on XXXXXXX. Is it possible I missed your reply?

These are extraordinary times and my colleagues and I are working as hard as possible to get to all your queries – but we do have a backlog and our answers may not be flowing as quickly as we would like them to."

Have those start ? They ask for stuff you send it through and 3 days later you get one of those.
Personally I think rain support staff are chasing there tails most of the time.
I had like 4 open tickets and none of em got resolved.
Got a mail all of them got merged into one super "How can we as rain not help" supper thread/e-mail.
after getting the mail

"All..." was closed and merged into this request. Last comment in request "
I asked for a Update .....that was 6 days ago...
Still no reply.

 

[lmatthews]

I've had so many of them... luckily @rain_mobile has stepped in, so let's hope!

 

[rain_mobile]

Hi @Imatthews

We are working on the issue, as I mentioned to you we have escalated the query through to our Networks department and they are currently on the query. Once we have been updated on the issue you will be notified as well. Once again I do apologies for all the inconvenience so far.