Item: Rain
Rating: 1
Author: Busisiwe Z

Rain's replyOfficial

20 Feb 2024, 18:36

Hi Busisiwe,

We're really sorry your rain experience hasn't been as good as you expected.

We're going to get on this ASAP.

Thank you,

rain

Best regards,

Rain's reply20 Feb 2024, 18:36

Official

Hi Busisiwe,

We're really sorry your rain experience hasn't been as good as you expected.

We're going to get on this ASAP.

Thank you,

rain

Best regards,

Rain's replyOfficial

21 Feb 2024, 12:45

Hi,
Thank you for talking our call just now.
As per our conversation, face your router in the direction of the tower and perform a hard reset, after 5- or 10-minutes power on the router and continue to monitor the connection.

Regards,
Rain

Best regards,

Rain's reply21 Feb 2024, 12:45

Official

Hi,
Thank you for talking our call just now.
As per our conversation, face your router in the direction of the tower and perform a hard reset, after 5- or 10-minutes power on the router and continue to monitor the connection.

Regards,
Rain

Best regards,

BZ

Busisiwe Z's updateReviewer Update

21 Feb 2024, 14:12

Hi,
I did as advised but still I can't connect , now the lights are red

BZ

Busisiwe Z's update21 Feb 2024, 14:12

Reviewer Update

Hi,
I did as advised but still I can't connect , now the lights are red

Rain's replyOfficial

22 Feb 2024, 14:21

Hi Busisiwe,

We are sorry to hear that you are having trouble with your connection. Please kindly note that the 5G tower serving your device is currently down, our engineers are aware of the issue and are currently working on resolving the matter. Unfortunately, there is no ETR (Estimated Time of Resolution) on when the issue will be resolved. Once the tower is back up and running, your device will reconnect.

Thank you,
rain.

Best regards,

Rain's reply22 Feb 2024, 14:21

Official

Hi Busisiwe,

We are sorry to hear that you are having trouble with your connection. Please kindly note that the 5G tower serving your device is currently down, our engineers are aware of the issue and are currently working on resolving the matter. Unfortunately, there is no ETR (Estimated Time of Resolution) on when the issue will be resolved. Once the tower is back up and running, your device will reconnect.

Thank you,
rain.

Best regards,

BZ

Busisiwe Z's updateReviewer Update

22 Feb 2024, 14:41

This is really getting frustrating now, 4 days with no connection, I keep getting the same answer that the tower is down. Are all the towers in my city down? You said you moved me to a tower that is 1KM away from me since the tower that i was using all along is down , that didn't even help because few minutes after we talk I still can't connect. You keep telling me that you optimising the network but nothing. Every week I should call about the same problem since from January, but month end you will deduct full amount meanwhile it's been days without connection. I'm really tired of calling, sending DM's and not getting help.

BZ

Busisiwe Z's update22 Feb 2024, 14:41

Reviewer Update

This is really getting frustrating now, 4 days with no connection, I keep getting the same answer that the tower is down. Are all the towers in my city down? You said you moved me to a tower that is 1KM away from me since the tower that i was using all along is down , that didn't even help because few minutes after we talk I still can't connect. You keep telling me that you optimising the network but nothing. Every week I should call about the same problem since from January, but month end you will deduct full amount meanwhile it's been days without connection. I'm really tired of calling, sending DM's and not getting help.

Rain's replyOfficial

22 Feb 2024, 22:31

Hi Busisiwe,

We understand your frustration around this situation. Please continue to monitor your connection.
Once your connection has been reinstated, let us know so that we can amend your next invoice by crediting you for the days you were not connected or displayed usage of less than 1 gig per day.

Regards,
Rain

Best regards,

Rain's reply22 Feb 2024, 22:31

Official

Hi Busisiwe,

We understand your frustration around this situation. Please continue to monitor your connection.
Once your connection has been reinstated, let us know so that we can amend your next invoice by crediting you for the days you were not connected or displayed usage of less than 1 gig per day.

Regards,
Rain

Best regards,

BZ

Busisiwe Z's updateReviewer Update

26 Feb 2024, 08:38

7 days later still no connection

BZ

Busisiwe Z's update26 Feb 2024, 08:38

Reviewer Update

7 days later still no connection

BZ

Busisiwe Z's updateReviewer Update

26 Feb 2024, 08:43

Hi you said you going credit for the days I had no connection on, but you debited the full amount, I don't understand

BZ

Busisiwe Z's update26 Feb 2024, 08:43

Reviewer Update

Hi you said you going credit for the days I had no connection on, but you debited the full amount, I don't understand

Rain's replyOfficial

26 Feb 2024, 10:01

Hi Busisiwe Z.

Thanks for your time on the call. We have credited your account an amount of R55 to compensate for the downtime experienced and we have also provided you with steps to try and optimise your connection for the interim given that your regular tower is still down. If you need any further assistance please do not hesitate to get in touch with us.

Thanks,
Rain

Best regards,

Rain's reply26 Feb 2024, 10:01

Official

Hi Busisiwe Z.

Thanks for your time on the call. We have credited your account an amount of R55 to compensate for the downtime experienced and we have also provided you with steps to try and optimise your connection for the interim given that your regular tower is still down. If you need any further assistance please do not hesitate to get in touch with us.

Thanks,
Rain

Best regards,

BZ

Busisiwe Z's updateReviewer Update

04 Mar 2024, 17:45

Hello

I need to know if there is any feedback with my connection, 2 weeks now still I can't connect. And the router just show the power light only

BZ

Busisiwe Z's update04 Mar 2024, 17:45

Reviewer Update

Hello

I need to know if there is any feedback with my connection, 2 weeks now still I can't connect. And the router just show the power light only

Rain's replyOfficial

05 Mar 2024, 11:53

Hi Busisiwe,

Please kindly note that the 5G tower in your area is currently faulty. The issue has been escalated to our upstream providers to resolve and restore services in your area as soon as possible. We currently do not have the estimated time for repairs. Once the tower is fixed, your connectivity will be back to normal. We apologize for the inconvenience caused to you, and we thank you for your understanding.

Regards,
rain.

Best regards,

Rain's reply05 Mar 2024, 11:53

Official

Hi Busisiwe,

Please kindly note that the 5G tower in your area is currently faulty. The issue has been escalated to our upstream providers to resolve and restore services in your area as soon as possible. We currently do not have the estimated time for repairs. Once the tower is fixed, your connectivity will be back to normal. We apologize for the inconvenience caused to you, and we thank you for your understanding.

Regards,
rain.

Best regards,

Connecting problem