SupaMonkey
Well-Known Member
- Joined
- May 6, 2005
- Messages
- 218
- Reaction score
- 10
Hey guys,
A bit of a rant post here.
I'm so sick and tired of rain's lack of support. Firstly, they never had a call desk for ages. Eventually, they decided to get a call desk, but its a pretty useless one since its just a bunch of ladies that ask you to restart your router and then log a ticket for you if that doesnt work. They cant give you any information about the towers (like PCI details) because they dont have access to 'such technical details'.
I had rain since around lockdown. It worked flawlessly for 1-2 months, then the issues began. After fighting with them for about a year, with various technicians coming out and taking screenshots of speedtests and SNR/RSSI data, etc - eventually, a tech came out that knew how to lock me to a specific tower where my internet could be decent and stable.
That lasted for about a month, and now the issues have begun again. I'm still latching to the same tower, but the issues appear to stem from the tower itself. My connection is perfect (5G, full bars - I've only seen it on 4 bars once) and my SINR/RSRQ/RSRP are all respectable (not excellent, but 'good'). Yet the tower seems to be congested (my assumption is that other towers have gone down and everyone is now connecting to this one - or simply, its just overloaded).
When it first began, it was fine during the day - and then came about 5pm (residential area, so everyone getting home) and it becomes unusable. I literally have to hotspot my phone on Telkom to be able to do anything because loading sites dont work 90% of the time, nevermind streaming or anything like that.
Their tech's that come out are useless as they know less about wireless networks than me. I end up having to teach them about the routers interface and how to latch directly to a tower since they "only know the old interface".
I've been requesting to speak to an admin now for several weeks and after waiting for a week for a response on my ticket, I simply get a response via email saying "oh I see youre connected now" and my ticket gets closed.
I specifically need to speak to an admin that can actually log into towers and investigate logs to see why my connection is getting rejected at other towers (I suspect this is happening as I had great connection to two other towers in the area and now they simply wont connect, unless they of course have been down for over a month - which I find unlikely).
If anyone knows of someone I can reach out to that can offer me actual support, that would be great.
I've been paying for 'Home Premium' now for 2 years and havent had a properly working connection for 90%+ of those two years, nevermind the great 5G speeds. This month I've downgraded to the 'medium' package since even when it was working, I wasnt reaching the 50mbps throttle cap of the medium package - nevermind the 200mbps of the premium (with exception of the very first 1-2 months where I would reach such speeds).
At this stage, I dont even care if I have to go down to LTE/4G, I just need a working connection. Having said that, I'm confident an actual tech admin would be able to assist in getting to the bottom of my connection woes and have a half decent 5G connection.
Please, if anyone can help. I am in desperate need here...
A bit of a rant post here.
I'm so sick and tired of rain's lack of support. Firstly, they never had a call desk for ages. Eventually, they decided to get a call desk, but its a pretty useless one since its just a bunch of ladies that ask you to restart your router and then log a ticket for you if that doesnt work. They cant give you any information about the towers (like PCI details) because they dont have access to 'such technical details'.
I had rain since around lockdown. It worked flawlessly for 1-2 months, then the issues began. After fighting with them for about a year, with various technicians coming out and taking screenshots of speedtests and SNR/RSSI data, etc - eventually, a tech came out that knew how to lock me to a specific tower where my internet could be decent and stable.
That lasted for about a month, and now the issues have begun again. I'm still latching to the same tower, but the issues appear to stem from the tower itself. My connection is perfect (5G, full bars - I've only seen it on 4 bars once) and my SINR/RSRQ/RSRP are all respectable (not excellent, but 'good'). Yet the tower seems to be congested (my assumption is that other towers have gone down and everyone is now connecting to this one - or simply, its just overloaded).
When it first began, it was fine during the day - and then came about 5pm (residential area, so everyone getting home) and it becomes unusable. I literally have to hotspot my phone on Telkom to be able to do anything because loading sites dont work 90% of the time, nevermind streaming or anything like that.
Their tech's that come out are useless as they know less about wireless networks than me. I end up having to teach them about the routers interface and how to latch directly to a tower since they "only know the old interface".
I've been requesting to speak to an admin now for several weeks and after waiting for a week for a response on my ticket, I simply get a response via email saying "oh I see youre connected now" and my ticket gets closed.
I specifically need to speak to an admin that can actually log into towers and investigate logs to see why my connection is getting rejected at other towers (I suspect this is happening as I had great connection to two other towers in the area and now they simply wont connect, unless they of course have been down for over a month - which I find unlikely).
If anyone knows of someone I can reach out to that can offer me actual support, that would be great.
I've been paying for 'Home Premium' now for 2 years and havent had a properly working connection for 90%+ of those two years, nevermind the great 5G speeds. This month I've downgraded to the 'medium' package since even when it was working, I wasnt reaching the 50mbps throttle cap of the medium package - nevermind the 200mbps of the premium (with exception of the very first 1-2 months where I would reach such speeds).
At this stage, I dont even care if I have to go down to LTE/4G, I just need a working connection. Having said that, I'm confident an actual tech admin would be able to assist in getting to the bottom of my connection woes and have a half decent 5G connection.
Please, if anyone can help. I am in desperate need here...
