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AZ
Andre Z

1 reviews | Active since Aug 2013

29 Jun 2020, 14:39

Nice people, friendly to chat to but my 5G connection keeps dropping and no solution

I have been in touch with support on numerous occasions, but no solution. They have upgraded my 5G CPE, my optimisation is good and signal is good but my service drops at least once a day, often when I'm in the middle of a voice call or a MS Teams meeting. The router is installed on the outside wall of my house and optimised.

Transcript below of what never happened. I'm still waiting for that call and have updated my support email a few times since then with interruptions.

Themba K (rain CeC) Jun 25, 2020, 4:49 AM GMT+2 HI Andre I trust you are well, Thank you for the feedback, I will be calling you later in the day to assist with your query. Thanks, Themba K

This is not good enough! I am working from home and I need this service to be reliable. I have no complaints regrading the speed, just the unexpected interruptions when I drop calls and lose my VPN connection.

I have spoken to Themba before and he has been really friendly and helpful, but my problem is still there and I need it to be solved now.

0
Replies (3)
Rain
Rain's reply29 Jun 2020, 16:02
Official
Hi Andre

Trust you are well and keeping warm.

Please accept my humble apologies for the service that you have received thus far.

Please note one of our agents will be in contact with you to assist .

Stay safe .

Regards
Fattima









AZ
Andre Z's update03 Jul 2020, 09:38
Reviewer Update
Thank you for Nothing Fatima. I have still heard nothing in spite of your promise that someone would be in contact! The service failed yesterday which I logged and again today which I did not log. What a waste of time.!
The 4G and 5G service loses connection at the same time and then comes back a bit later which drops voice calls and drops the accounting system and VPN. THIS IS NOT ACCEPTABLE!! YOU NEED TO FIX THIS!!
AZ
Andre Z's update07 Jul 2020, 14:32
Reviewer Update
Still keeps on failing and I keep logging it with Rain but it's a waste of time - no response whatsoever - what a useless service department and service provider!!

##- Please type your reply above this line -##
Your request (***) has been updated. To add additional comments, reply to this email or click the link below:
https://support.rain.co.za/hc/requests/***
| | Angus D (rain CeC) Jul 3, 2020, 2:37 PM GMT+2 Dear 5G Customer

Thanks again for contacting rain support & apologies for any delays in getting back to you.

We’ve actioned a high number of inquiries over the past few days.

I just wanted to check if your inquiry has now been resolved to your satisfaction. If this isn’t the case, please reply to this email & I will gladly get back to you.

Once again please accept our apologies & thank you for your support and understanding.