Red light on b315

CathJ

CathJ

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Nov 2, 2005
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The light on my B315 has been red all day, along with no internet. No problems are reported on the afrihost site, and their email support said there aren't any issues and I should try moving the router somewhere else

It was working fine last night, and has worked perfectly in the same location for the last 2 months or so. Nothing has changed, and it's not a weak signal it's just not working at all (Not sure if the red light means it can't connect, can't authenticate, or what). Any ideas?
 
If I select "search for other networks", I can see Telkom, Vodacom, MTN, Cell C. And two networks 65519 and 65583 - are either of those Rain? If so, the connection to either of them fails, indicating an authentication problem; if not, the problem is that the router can't see the Rain network.
 
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CathJ said:
If I select "search for other networks", I can see Telkom, Vodacom, MTN, Cell C. And two networks 65519 and 65583 - are either of those Rain? If so, the connection to either of them fails, indicating an authentication problem; if not, the problem is that the router can't see the Rain network.
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Yes those are RAIN.
 
Rebooted, reset, confirmed that the router can see the rain network but can't connect to it. Seems like it could only be a problem with the sim, or an authentication issue.

@Afriman, could you take a look? Ticket #CGR-554-90619. It takes a day to get reply from email support, every time.
 
CathJ said:
Rebooted, reset, confirmed that the router can see the rain network but can't connect to it. Seems like it could only be a problem with the sim, or an authentication issue.

@Afriman, could you take a look? Ticket #CGR-554-90619. It takes a day to get reply from email support, every time.
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This does not look good at all! :( I have asked that our Critical Care Team to take a look at your ticket for you. They will go through the history and then they should be in contact with you shortly! :)
 
AfriNatic said:
This does not look good at all! :( I have asked that our Critical Care Team to take a look at your ticket for you. They will go through the history and then they should be in contact with you shortly! :)
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No, still nothing - I was told on 1 Jan that they'd escalate it, but I've heard nothing since.
 
Just got home, and still no internet and no reply from afrihost.

I've been patient, but now I'm getting irritated. 8 days without internet and counting.
 
Yip, nothing's changed - support sucked 4 years ago
 
CathJ said:
Just got home, and still no internet and no reply from afrihost.

I've been patient, but now I'm getting irritated. 8 days without internet and counting.
Click to expand...

I'll follow-up with our Critical Care Team!
 
CathJ said:
And yet I've still heard absolutely nothing. My last contact with your support guys was on the first, and today is the 6th.
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We've asked our Critical Care Team to contact you again today. :)
 
AfriFella said:
Really glad to hear it! :)
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Don't be too glad. They said they'd phone IS and find out what is going on, and then get back to me. Two full business days later, no reply and no internet.

If that's critical care, I can only imagine what kind of support the plebs get!
 
Absolutely agree with you, Slayeruser.

Even if fixing the problem is not within their control, customer interaction is. Ignoring your customer for days is not going to help with the very natural frustration the customer feels at not having internet.
 
Slayeruser said:
I think Rain has done something very clever.

They outsource the sales to the ISP's, i.e Afrihost , Mweb and so on.
The moment there is a query/issue, you are advised to contact that isp where you purchased it from. The isp in turn tell you the basics of resetting and moving the router. For anything more, the isp will contact rain.

If you ever get an answer from rain, well in my experience you never will. So Rain use the isp as shield and the isp use Rain as excuse.

My point of view is that I purchase the product from the isp, they need to fix it. If the can't, be upfront about it, and refund me.
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We have a very close relationship with the guys at Rain. :) We constantly send them user feedback as well as facility faults logged and feedback with them directly. I personally don't see it a being much different than an ISP's relationship with Telkom. If there is anything I can ever chase up for you, please let me know. :)
 
CathJ said:
Absolutely agree with you, Slayeruser.

Even if fixing the problem is not within their control, customer interaction is. Ignoring your customer for days is not going to help with the very natural frustration the customer feels at not having internet.
Click to expand...

Our Critical Care Team will definitely be able to resolve your issue as quickly as possible. :)
 
AfriFella said:
Our Critical Care Team will definitely be able to resolve your issue as quickly as possible. :)
Click to expand...

Except clearly not. I've had no internet since the 28th of December, and no reply from your Critical care team in 3 days!
 
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