Abuse of patience

This is a conversation with Rain support on Saturday morning. It lasted more than an hour and a half. Summary: Rain delivered the wrong SIM (already inside the router!), it took days to figure this out, it'll take (at least!) days more to get it sorted.

Chat started on 28 Mar 2020, 06:00 AM (GMT+0) (06:00:47) *** Michael joined the chat *** (06:00:47) Michael: Good morning, My 5G CPE cannot connect to the Rain network. (06:00:49) Customer Service: Hi, Welcome to rain, Kindly note that due to Eskom load shedding, you may experience intermittent internet connection. Restarting your device may re-establish connectivity. Also note that power may have been restored to your home however this may not be the case for the closest rain tower. Please refer to the Eskom website for the load shedding schedules at www.eskom.co.za (06:01:19) rain Customer Support Team: Hi Michael, Thank you for contacting rain. A support consultant will be with you shortly. (06:01:40) *** Wayne Kona joined the chat *** (06:01:46) Michael: Hi Wayne (06:02:12) Michael: I received my router on Wednesday. It has been unable to connect since I had it. (06:02:17) Wayne Kona: Can you kindly provide me with your address so i can check (06:02:31) Michael: [address removed] (06:03:06) Michael: I have already spoken to Cassy on Wednesday and Zahir on Thursday about the issue. I was promised feedback but never received it. (06:03:43) Michael: I have done a hard reset, as well as a software reset. I have also tried to connect to the router via LAN. (06:04:49) Wayne Kona: Can you kindly provide me with your ID number or the E-mail address that you used to sign up so i can check for you. (06:04:58) Michael: [ID removed] (06:05:03) Michael: [e-mail removed] (06:06:01) Wayne Kona: Just a moment while i check (06:06:06) Michael: No problem (06:06:30) Michael: I'm glad you guys are online today, by the way, I really need to get this sorted soon. (06:09:27) Wayne Kona: What colour is your 4G and 5G light (06:09:43) Michael: Flashing yellow, 2 seconds on, 2 seconds off (06:10:17) Wayne Kona: Can you kindly provide me with your address (06:10:21) Michael: The interesting thing is that this is with the Rain SIM inserted, but the same thing happens if I insert a SIM from a different network. (06:10:28) Michael: I have provided my address above already. (06:10:43) Michael: [address removed] (06:11:48) Wayne Kona: Have you tried resting back to default (06:11:54) Wayne Kona: sorry about that (06:11:59) Michael: Yes, I have tried a software and hardware reset multiple times. (06:13:26) Wayne Kona: Can you kindly log on to the router for me on the 192.168.8.1 (06:13:33) Michael: Okay, done (06:14:46) Wayne Kona: please click on overveiw (06:14:55) Michael: Okay (06:15:23) Wayne Kona: and click on network info (06:15:34) Michael: Network info (06:17:07) Wayne Kona: Please take a screenshot of those two pages (06:17:23) Michael: Okay, please hang on 30 seconds (06:17:39) Wayne Kona: No problem (06:18:50) Michael: Visitor uploaded: network_info.jpg (06:18:50) Michael: Visitor uploaded: overview.jpg (06:22:00) Wayne Kona: This is not good the router is not picking up the network i will have to send this to the network team so that they can assist (06:22:41) Michael: I do not believe the issue is with the network signal. (06:23:11) Michael: When I insert an active SIM card from a different network into the router the exact same symptoms happen. (06:23:58) Michael: When I insert the Rain SIM card into a different LTE router and do a network search, it is able to detect the Rain 65538 and 65573 networks, even though it cannot connect. (06:24:33) Michael: Are you able to confirm for me that the correct SIM card has been activated? I'm worried that there might have been a mistake with the router/SIM pairing? (06:24:42) Wayne Kona: Please leave the rain sim in the 5G router and leave it open so that the network team can assist (06:25:14) Michael: Currently the Rain SIM is in its own router and switched on. I will leave it like that. (06:26:08) Michael: Will you please confirm the identifier of the SIM that has been activated? I'd like to eliminate that as a problem. (06:29:44) Michael: Hi Wayne, are you still there? (06:30:12) Wayne Kona: Sim is active from my side can you kindly provide me with the sim number (06:30:25) Michael: [number removed] (06:30:33) Michael: Is that the same on your side? (06:32:44) Wayne Kona: That is not the one that appears on my side (06:33:08) Wayne Kona: i will have to escalate to the billing team for a sim swop to be done (06:33:43) Michael: So it that my problem then? Could an inactive SIM cause the result on the router that we are seeing? (06:37:00) Wayne Kona: Hence i am saying i will have to do a sim swop so that we can sort that for you (06:37:12) Michael: Alright, confirmed (06:38:33) Wayne Kona: No problem i have a escalated for a sim swop to be done your Ref no: [reference removed] (06:38:51) Michael: Okay (06:38:58) Michael: How long will the SIM swap take? (06:41:27) Wayne Kona: 24- 48 hours (06:41:48) Michael: Alright (06:43:10) Michael: I have already been waiting 96 hours so far, including the 24-48 that I was promised for the network team to investigate my case. Surely there must be some way to speed it up? (06:48:04) Wayne Kona: That is the best i can do for you from my side unfortunately (06:48:29) Michael: Is any portion of the billing team working over the weekend? (06:48:44) Michael: Or is the 24-48 hours starting in the working week? (06:49:39) Wayne Kona: They are working from home so i will send a supporting email as well (06:50:02) Michael: Are they working on the weekend as well? (06:50:17) Wayne Kona: I am not sure about that (06:50:48) Michael: Okay, so in the worst case it might be Monday, then another 24-48 hours. (06:51:12) Wayne Kona: That is correct (06:51:56) Michael: Okay, I appreciate that you are doing what you can, and that this is not your fault. (06:52:24) Michael: On Wednesday Cassy told me that she is escalating and that I would get an e-mail, but I never did. What can I do if I do not receive your e-mail? (06:54:11) Wayne Kona: I see she did escalated but she did not check the sim (06:54:29) Michael: I understand (06:54:45) Michael: My problem is not getting feedback. (06:55:26) Wayne Kona: I understand she is also waiting for feedback from the network team (06:56:02) Michael: Ahhh, okay. I was expecting to be told that. (06:56:50) Michael: Regardless, can I have an e-mail address for you in case it is Monday and nothing has happened yet? (07:00:31) Michael: Hello Wayne? (07:01:54) Wayne Kona: Most definitely i will do that (07:02:16) Michael: Thank you. Can you give me an e-mail address I can reach you on? (07:03:20) Wayne Kona: Sure [e-mail removed] (07:04:03) Michael: Thank you, I will be following up if I don't get feedback. (07:04:17) Michael: And are you able to give me the e-mail of someone in the billing team please? (07:07:47) Wayne Kona: Unfortunately that is not possible (07:08:59) Michael: I don't want to keep bothering you for updates if I can bother them directly, but alright. (07:09:40) Michael: Will I be refunded for the week without service? (07:11:53) Wayne Kona: Yes you will (07:12:15) Michael: Okay, good to know, thank you. (07:12:49) Michael: Instead of doing a SIM swop, would it be quicker to just deliver a new SIM? I'm assuming deliveries happen over the weekend. (07:19:01) Wayne Kona: We working with ram so that they take a bit longer (07:19:17) Michael: I don't understand? (07:22:40) Wayne Kona: The request needs to be sent to the logistic team they have to them send the sim card to ram then ram with deliver. and the moment people are placing orders and working from how so that may delay your delivery of the sim. (07:23:06) Michael: Okay, I'm with you. My quickest option is to wait for the SIM swop. (07:23:31) Wayne Kona: That is the safe option (07:23:56) Michael: Okay, I have one last question (07:24:12) Michael: What is the process for cancellation? How long will I take to be refunded? (07:27:22) Wayne Kona: Once we collect the router thats when we start to process the cancellation and refund (07:27:49) Michael: What is to process to start cancellation if I decide on that? (07:28:04) Michael: What is the* (07:28:33) Michael: Do I contact support? Is there a button on the website? Is there a number I call for that? Should I email you directly about that? (07:29:32) Wayne Kona: You need to provide me with your address so i can escalate to the logistic team to arrange the collection of the device (07:29:54) Michael: Okay, understood. If I want to cancel I contact you with my address. (07:30:14) Michael: I do not want to cancel right now, I just want to know for future reference. (07:30:27) Michael: And once the courier has picked up the router, how long will the refund take? (07:31:56) Wayne Kona: 48-72 hours because we test the device and do the refund (07:32:04) Michael: Okay, thank you. (07:32:12) Michael: You've been very helpful given the circumstances. (07:32:18) Michael: Goodbye (07:32:35) *** Chat Rating request has been sent. *** (07:32:49) Wayne Kona: No problem only a pleasure