Why won't rain fix my 5g?

[max225]

So I moved about 3 weeks ago from one area in Moreletapark to another, well within the 5g area but I suspect to another tower. Ever since I moved the 5g isn't working. Every time I call rain I have to hold on the phone for about 20 minutes before anyone bothers to pick up the phone and they just keep telling me that they will escalate the issue to a technician as there was an issue with one of the towers and that someone will be in contact soon to restore service.

Anyone else having this kind of lousy service from rain?

 

[madewithmagic]

Maybe ask to speak to someone who can assist you? Insist on getting details of the person they're escalating to?

Comming from someone who sits on the end you're calling, I can assure you that if you insist on getting the information then you will most likely get it. That's if you dont get the same person everytime you call in. So eventually someone has to assist you , if not escalate it to other means of communication like email or social media? These are just ideas since I know this is usually how clients get in contact with us.

Hope this helps.

 

[McGuywer]

Comming from someone who sits on the end you're calling, I can assure you that if you insist on getting the information then you will most likely get it. That's if you dont get the same person everytime you call in. So eventually someone has to assist you , if not escalate it to other means of communication like email or social media? These are just ideas since I know this is usually how clients get in contact with us.

Are you working for Rain or do you mean in general?

 

[Nate_za]

So I moved about 3 weeks ago from one area in Moreletapark to another, well within the 5g area but I suspect to another tower. Ever since I moved the 5g isn't working. Every time I call rain I have to hold on the phone for about 20 minutes before anyone bothers to pick up the phone and they just keep telling me that they will escalate the issue to a technician as there was an issue with one of the towers and that someone will be in contact soon to restore service.

Anyone else having this kind of lousy service from rain?

i have not moved but i am having the same issues with them. My 5G has not worked more than 12 days concurrently since receiving it. Tower issues seem to be big issue with them in certain areas.

 

[BradleyKZN]

@rain_mobile please assist

 

[max225]

Well for an update, someone from rain contacted me via PM asking for my mail address to check my account. Last night when I got home, my 5g was working again... the only problem is now that speedtests show like anywhere between 2 and 25 meg speeds, upload is now never over 0.3 megs and the connections keeps dropping even though the location optimizer gives me an "excellent" location rating. I have tried to phone them again this morning, and was cut off after 21 minutes on hold. Sent them another message on their portal, which I assume as per usual no one will respond to... so lets see what happens. This will be 4 weeks tomorrow where my R1000 a month internet isn't working properly... wonder if they will give me a free month?

 

[madewithmagic]

Are you working for Rain or do you mean in general?

Kind of late but I mean in general.

 

[Cyprio]

So I moved about 3 weeks ago from one area in Moreletapark to another, well within the 5g area but I suspect to another tower. Ever since I moved the 5g isn't working. Every time I call rain I have to hold on the phone for about 20 minutes before anyone bothers to pick up the phone and they just keep telling me that they will escalate the issue to a technician as there was an issue with one of the towers and that someone will be in contact soon to restore service.

Anyone else having this kind of lousy service from rain?

Ok it works like this...its a CPE ...Client PREMISES Equipment (meant to be stationary) they lock your IMEI and router serial number onto a specific site or Cell ID (mainly done to load balance the network as 5G CPE is bandwidth intensive if you're a heavy user(s) there are a few other reasons they do this too ..one is that you dont move the CPE to an area with little or no coverage). .......so you cant move around out of that site coverage area..within the site coverage you can move around , it must be released from old site by help desk techs and locked onto your new tower or site as Rain calls them.......email [email protected] ask for Faiz to assist you .....he is on the ball...explain to him and he will sort it out in a few hours. Hope that helps...i have also had MAJOR issues but have managed to resolve them....mostly my fault though...
Also make sure you do have the minimum connectivity requirements see attachments....
Note the bars on your CPE reception and check both Signal quality and Signal strength fall in boundaries similar to the ones shown