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RYAN M

1 reviews | Active since Nov 2019

15 Nov 2019, 11:49

Rain 0% customers service same goes for their signal strenth

I have been experiencing little to no data speeds for the last week dating 11 Nov till 15 Nov 2019. I have been chatting to service agents for the last couple of days I was 1st told to reboot the device after doing so my up and download speeds worsened. I left it as I thought lets give it a chance because I was told they are working on it. The next day I got back to chatting to some rain staff I was told to hard reset and all that my signal after hard reset dipped to 0% strength. I was then given a run of mill response that my issue will be forwarded to Technical. What am I a paying customer supposed to do in the interim? Do I pay broken or half money for this service? before I am told the device may be faulty its 3 months old any works perfectly with any other sim in it as I have tested that. Teach your staff to take a client issue seriously enough to go the extra mile. Moegamat told me he will call me back that yesterday that still hasn't happened? Lies? Not keeping promises? Here's how client lose faith in a company and services.

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Replies (2)
RM
RYAN M's update15 Nov 2019, 11:54
Reviewer Update
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Chat started
rain Customer Support Team
Hi ryan, Thank you for contacting rain. Â A support consultant will be with you shortly.
Mogammed  Nathier Samaai joined the chat
Mogammed  Nathier Samaai
Hi,welcome to rain.
ive been having slow to no signal speeds for the last 3 days
i was told to reboot
i did that but now its slower
Mogammed  Nathier Samaai
Have you rebooted the device or hard reset the device completely ?
i have rebooted and hard ressted it
Mogammed  Nathier Samaai
What speeds are you getting?
ill check now
Mogammed  Nathier Samaai
Thank you , would it be possible to send a screenshot to me so i can forward it to my network departments.
8.53k/s
with the speeds im experiencing it will take forever to upload.
Mogammed  Nathier Samaai
Does the problem occur continually or does it only happen during specific times?
whole day
Mogammed  Nathier Samaai
And would you mind advising me if this issue only occurs at one address ? and what is that address .
Mostly where i am now
55 iscor rd bellville south cape town
Mogammed  Nathier Samaai
Thank you Sir. Please give me a moment.
thx
Mogammed  Nathier Samaai
Thank you Sir, Our towers seem to be running at good condition in your area. Do you still have the same issue is you test the sim in another device?
This modem is a few months old as long as i have my sim with rain, i do not have devices to chop and change. Please try moving my device to a different tower to alleviate congestion as i feel three days of slow connection is very poor.
Mogammed  Nathier Samaai
Please allow me to send this to my networks department. so that they may investigate this further you . Once i have feedback i can revert back to you.
i now have 0% signal strength
this is putrid
i pay dont i?
why do i need to wait?
Mogammed  Nathier Samaai
Unfortunately Sir, i will need my networks department to investigate what the issue could be first
i think i should go to hello peter
you are not doing all you can possibly do to assist.
3 days?
come on
Mogammed  Nathier Samaai
i do apologize Sir, but i would hate to give you incorrect information and pro long the process even more . I do understand you have tried all the basic trouble shooting of resetting your device and switching devices but the problem still persist . This is why I will need my Tier 2 to investigate your query further as my trouble shooting was unsuccessful. to provide you with a correct answer and resolution .
this is however not good enough
i think i need to escalate this

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Mogammed  Nathier Samaai
From my side , what i can do is send this to my manager as well to try and fast track the process for you.
you do what you have to do.
stop giving clients half hearted run of the mill feedback and actually follow up if issues were resolved.
i am very disappointed in the service i have received as a paying customer i am inconvenienced for almost a week.
in the meantime nothing less than subscription is going to be deducted from my bank account.
Mogammed  Nathier Samaai
I do apologize once again Sir, Please can i get your ID number and your contact Number
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if i do not get correspondence i will make known of the poor service rain gives paying clients.
Mogammed  Nathier Samaai
I will give you a call as soon as i receive feedback.
i hope so
Chat rated Bad


RM
RYAN M's update15 Nov 2019, 13:10
Reviewer Update
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Hi, how can we help you today? =)

Hi there I hope you can make my day better.
Confidence Keupilwe
How can I assist you

can I send you correspondence I received till today?
Confidence Keupilwe
Please do

i am having little to no up and download speeds for the whole week.
i was promised by moegamat nathier that id be called back as he said he will forward my issue to technical
i did the trouble shooting and now i have 0% signal.
why can i not be moved to a tower with better speeds or less congestion?
i ve been experiencing little to no data speeds for the last week dating 11 Nov till 15 Nov 2019. I have been chatting to service agents for the last couple of days I was 1st told to reboot the device after doing so my up and download speeds worsened. I left it as I thought lets give it a chance because I was told they are working on it. The next day I got back to chatting to some rain staff I was told to hard reset and all that my signal after hard reset dipped to 0% strength. I was then given a run of mill response that my issue will be forwarded to Technical. What am I a paying customer supposed to do in the interim? Do I pay broken or half money for this service? before I am told the device may be faulty its 3 months old any works perfectly with any other sim in it as I have tested that. Teach your staff to take a client issue seriously enough to go the extra mile. Moegamat told me he will call me back that yesterday that still hasn't happened? Lies? Not keeping promises? Here's how client lose faith in a company and services
Confidence Keupilwe
Do you have a ticket number for the escalation perhaps

nothing
Confidence Keupilwe
Please allow me to check your profile

ok
Confidence Keupilwe
Kindly be informed that Moegammad escalated your query to our team and your query is still on queue refer to ticket no : 644878

my signal is on red now.
what do i do now?
Confidence Keupilwe
I have just checked you address 55 Iscor Street RAM COURIERS CPT , Bellville South and the towers are still down

i was told nothing was wrong with these towers.
how come the towers are down for me but two other people in the same dept have 60 to 80 % signal strength?
Confidence Keupilwe
The following areas are affected, Earsfield, Steelcastle, Hillgrove , Newlands West and Parlock

Confidence, how does this information help me?
Confidence Keupilwe
This are

I feel like you are not doing anything to help me.
Confidence Keupilwe
This are the surrounding areas and if go to those areas you will not connect to the internet

Every agent that i have dealt with once the chat has ended i am right back where i started if not worse.
This is very frustrating.
Confidence Keupilwe
Trust me I am assisting by providing your the relevant information, so please allow me to escalate I will get back to you in an hours time

That two other people next to me have good signal but i don't.
Confidence Keupilwe
I am sorry to hear that you are experiencing issues,

what contact number do you have of mine?