Hellopeter
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RS
Roger S

1 reviews | Active since Jun 2024

20 Jun 2024, 11:01

Ping times of 30 seconds and regular packet loss

I was initially quite positive about the idea of Rain. I live 650 metres from the nearest Rain tower and am able to place the router quite high, so get strong signal.

Nonetheless, ping times vary horribly. Most of the time they're fine (pinging Google's public DNS server of 8.8.8.8) - around 40 ms. But regularly packets start to drop, response times increase to seconds, then then grow to 30 seconds, where they sit for a few minutes...and then the network stabilises again.

This whole process takes about 5 minutes and occurs multiple times per day. I know, because I've been seeing this happen for months.

Rain, this is 100% on your side, as there's nothing I can do my side to fix this. I explained this to your call centre agent yesterday when I cancelled my subscription and she still wanted to connect me to your network team to fix "my issue."

It's your issue, on your network. I have exactly the same experience with Rain at a local coffee shop (in terms of ping times and packet loss).

I'm going fibre instead.

0
Replies (7)
Rain
Rain's reply20 Jun 2024, 11:25
Official
Hi Roger S,

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


Thank you.

rain.
RS
Roger S's update20 Jun 2024, 11:36
Reviewer Update
As an example, here's what the awful ping looks like (pinging google.com in this case):

64 bytes from 192.178.54.78: icmp_seq=3483 ttl=62 time=403.938 ms
64 bytes from 192.178.54.78: icmp_seq=3484 ttl=62 time=1381.002 ms
64 bytes from 192.178.54.78: icmp_seq=3485 ttl=62 time=2073.962 ms
Request timeout for icmp_seq 3488
Request timeout for icmp_seq 3489
Request timeout for icmp_seq 3490
Request timeout for icmp_seq 3491
Request timeout for icmp_seq 3492
Request timeout for icmp_seq 3493
Request timeout for icmp_seq 3494
Request timeout for icmp_seq 3495
Request timeout for icmp_seq 3496
64 bytes from 192.178.54.78: icmp_seq=3486 ttl=62 time=11344.540 ms
64 bytes from 192.178.54.78: icmp_seq=3487 ttl=62 time=11193.575 ms
64 bytes from 192.178.54.78: icmp_seq=3488 ttl=62 time=11003.856 ms
Request timeout for icmp_seq 3500
Request timeout for icmp_seq 3501
Request timeout for icmp_seq 3502
64 bytes from 192.178.54.78: icmp_seq=3489 ttl=62 time=14102.683 ms
64 bytes from 192.178.54.78: icmp_seq=3490 ttl=62 time=14089.786 ms
Request timeout for icmp_seq 3505
64 bytes from 192.178.54.78: icmp_seq=3491 ttl=62 time=15460.982 ms
64 bytes from 192.178.54.78: icmp_seq=3492 ttl=62 time=14885.844 ms
64 bytes from 192.178.54.78: icmp_seq=3493 ttl=62 time=14627.760 ms
64 bytes from 192.178.54.78: icmp_seq=3494 ttl=62 time=13959.647 ms
64 bytes from 192.178.54.78: icmp_seq=3495 ttl=62 time=14086.888 ms
Request timeout for icmp_seq 3511
Request timeout for icmp_seq 3512
Request timeout for icmp_seq 3513
Request timeout for icmp_seq 3514
Request timeout for icmp_seq 3515
Request timeout for icmp_seq 3516
Request timeout for icmp_seq 3517
Request timeout for icmp_seq 3518
Request timeout for icmp_seq 3519
Request timeout for icmp_seq 3520
64 bytes from 192.178.54.78: icmp_seq=3496 ttl=62 time=25709.339 ms
Request timeout for icmp_seq 3522
64 bytes from 192.178.54.78: icmp_seq=3497 ttl=62 time=26229.648 ms
Request timeout for icmp_seq 3524
Request timeout for icmp_seq 3525
Request timeout for icmp_seq 3526
Request timeout for icmp_seq 3527
64 bytes from 192.178.54.78: icmp_seq=3498 ttl=62 time=30403.814 ms
Request timeout for icmp_seq 3529
Request timeout for icmp_seq 3530
Request timeout for icmp_seq 3531
Request timeout for icmp_seq 3532
64 bytes from 192.178.54.78: icmp_seq=3500 ttl=62 time=33408.640 ms
Request timeout for icmp_seq 3534
Request timeout for icmp_seq 3535
64 bytes from 192.178.54.78: icmp_seq=3502 ttl=62 time=34559.991 ms
Request timeout for icmp_seq 3537
Request timeout for icmp_seq 3538
Request timeout for icmp_seq 3539
Request timeout for icmp_seq 3540
64 bytes from 192.178.54.78: icmp_seq=3503 ttl=62 time=38414.439 ms
64 bytes from 192.178.54.78: icmp_seq=3504 ttl=62 time=38872.132 ms
Request timeout for icmp_seq 3543
64 bytes from 192.178.54.78: icmp_seq=3509 ttl=62 time=35367.166 ms
64 bytes from 192.178.54.78: icmp_seq=3516 ttl=62 time=29535.059 ms
64 bytes from 192.178.54.78: icmp_seq=3524 ttl=62 time=22313.419 ms
64 bytes from 192.178.54.78: icmp_seq=3529 ttl=62 time=18672.846 ms
64 bytes from 192.178.54.78: icmp_seq=3534 ttl=62 time=14222.610 ms
Request timeout for icmp_seq 3549
Request timeout for icmp_seq 3550
Request timeout for icmp_seq 3551
64 bytes from 192.178.54.78: icmp_seq=3545 ttl=62 time=7157.978 ms
64 bytes from 192.178.54.78: icmp_seq=3546 ttl=62 time=6929.739 ms

The time is in millseconds - the worst one is 38872.132 ms - 38 seconds!!!

And then after a few minutes the Rain network stabilises and reverts to what a ping should look like:

64 bytes from 192.178.54.78: icmp_seq=3629 ttl=62 time=300.404 ms
64 bytes from 192.178.54.78: icmp_seq=3630 ttl=62 time=235.819 ms
64 bytes from 192.178.54.78: icmp_seq=3631 ttl=115 time=507.678 ms
64 bytes from 192.178.54.78: icmp_seq=3632 ttl=115 time=169.241 ms
64 bytes from 192.178.54.78: icmp_seq=3633 ttl=115 time=153.616 ms
64 bytes from 192.178.54.78: icmp_seq=3634 ttl=115 time=105.793 ms
64 bytes from 192.178.54.78: icmp_seq=3635 ttl=115 time=189.967 ms
64 bytes from 192.178.54.78: icmp_seq=3636 ttl=115 time=143.712 ms
64 bytes from 192.178.54.78: icmp_seq=3637 ttl=115 time=197.655 ms
64 bytes from 192.178.54.78: icmp_seq=3638 ttl=115 time=121.882 ms
64 bytes from 192.178.54.78: icmp_seq=3639 ttl=62 time=123.587 ms
64 bytes from 192.178.54.78: icmp_seq=3640 ttl=62 time=135.934 ms
64 bytes from 192.178.54.78: icmp_seq=3641 ttl=62 time=228.944 ms
64 bytes from 192.178.54.78: icmp_seq=3642 ttl=62 time=137.492 ms
RS
Roger S's update20 Jun 2024, 16:58
Reviewer Update
Thanks for following up.

> our messages are always open

That's nice to hear - but you don't have any social media presence, there's no way to open a support ticket via the website, there are no support email addresses listed on your website, and when I filled out the only form on your website (the sales form) after 2 days of having the router making the same complaint as here saying I will cancel my service if this is not attended to, I had no response.

Unless Hello Peter is your preferred means of messaging?
RS
Roger S's update26 Jun 2024, 14:31
Reviewer Update
Which department would that be, out of interest?

(I think it's a deliberate business strategy to make it impossible for anyone to contact you digitally - except for making phone calls, which is expensive. Prove me wrong!)
Rain
Rain's reply26 Jun 2024, 14:46
Official
Hey,

Thanks for bringing this to our attention.

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

Thanks,
rain.
RS
Roger S's update26 Jun 2024, 15:03
Reviewer Update
Ooh, a generic copy/paste response! I'm not sure you're even reading what I'm saying at this point. Right? I mean, I've asked 2 questions in my last 2 responses, and instead of answering you're just giving a generic response.
RS
Roger S's update27 Jun 2024, 12:49
Reviewer Update
LOL Rain wrote (privately):

> Hi Roger,
>
>Please kindly note that your suggestion has been duly noted, as your services are no longer active per your cancellation request, we're not able to further assist.
>
>Regards,
>rain.

I'm not asking for further assistance - I'm simply asking you to clarify things which you've written above, namely:

> We hate to see you go but our messages are always open.

Me: aside from HelloPeter there is no platform to send Rain messages on.

> We take up with the relevant department.

Me: Which department would that be, out of interest?