sS
stephanam S
1 reviews | Active since Feb 2017
04 Feb 2022, 08:45
Rain 5G goes down during loadshedding, and customer service doesn't care.
I've been using Rain as an ISP for more than a year now. Generally speaking, things worked fine and I didn't have any issues.
However, the last two times I had loadshedding the Rain tower also went down as soon as the power dropped, and usually takes more than an hour to recover after the power comes back.
I logged a ticket to inform the guys that this was the case. They promptly phoned me back to inform me that, that was just how it is. Some towers have back-up, some don't. And ********* probably stole the battery back-up from the tower that serves me. They also informed me that they don't plan on rectifying the situation.
It is particularly frustrating since I work from home, and can't afford to be without internet for 3+hours everytime there's loadshedding.
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Replies (2)sS
stephanam S's updateReviewer Update
09 Feb 2022, 12:37(In response to private reply)
Thanks for getting back to me. For your reference this is the support call that I'm referring to :
Request #***8.
I understand that there will be occasional problems with back-up power. I understand that a tower won't be online 100% of the time that's fine.
My problem is that when I reported that your tower recently started dropping during load-shedding (it's been fine for the previous 18months). The consultant that phoned me, basically informed me that:
1.) some towers have back-up, some don't.
2.) the fact that my tower previously had backup means that the batteries were probably ******. (from the top of a secure block of flats)
3.) a tower can take more than an hour to come back online after an outage.
4.) Rain doesn't plan on doing anything about it, and if I don't like it, I can cancel my contract.
As it stands, this simply doesn't work for me. I work from home, and I'm reliant on an internet connection. I need an ISP that won't drop me for 3 to 4 hours every time there's load-shedding.
You guys are welcome to reach out to me directly (the above reference number should be enough to get my contact details) and I'm happy to discuss this further.
P.S.
* I also voiced these same concerns in response to the original ticket, which Rain promptly ignored, and closed the ticket.
* It seemed like back-up power has been restored to the tower since I lodged this complaint.
Thanks for getting back to me. For your reference this is the support call that I'm referring to :
Request #***8.
I understand that there will be occasional problems with back-up power. I understand that a tower won't be online 100% of the time that's fine.
My problem is that when I reported that your tower recently started dropping during load-shedding (it's been fine for the previous 18months). The consultant that phoned me, basically informed me that:
1.) some towers have back-up, some don't.
2.) the fact that my tower previously had backup means that the batteries were probably ******. (from the top of a secure block of flats)
3.) a tower can take more than an hour to come back online after an outage.
4.) Rain doesn't plan on doing anything about it, and if I don't like it, I can cancel my contract.
As it stands, this simply doesn't work for me. I work from home, and I'm reliant on an internet connection. I need an ISP that won't drop me for 3 to 4 hours every time there's load-shedding.
You guys are welcome to reach out to me directly (the above reference number should be enough to get my contact details) and I'm happy to discuss this further.
P.S.
* I also voiced these same concerns in response to the original ticket, which Rain promptly ignored, and closed the ticket.
* It seemed like back-up power has been restored to the tower since I lodged this complaint.
sS
stephanam S's update09 Feb 2022, 12:37
Reviewer Update
(In response to private reply)
Thanks for getting back to me. For your reference this is the support call that I'm referring to :
Request #***8.
I understand that there will be occasional problems with back-up power. I understand that a tower won't be online 100% of the time that's fine.
My problem is that when I reported that your tower recently started dropping during load-shedding (it's been fine for the previous 18months). The consultant that phoned me, basically informed me that:
1.) some towers have back-up, some don't.
2.) the fact that my tower previously had backup means that the batteries were probably ******. (from the top of a secure block of flats)
3.) a tower can take more than an hour to come back online after an outage.
4.) Rain doesn't plan on doing anything about it, and if I don't like it, I can cancel my contract.
As it stands, this simply doesn't work for me. I work from home, and I'm reliant on an internet connection. I need an ISP that won't drop me for 3 to 4 hours every time there's load-shedding.
You guys are welcome to reach out to me directly (the above reference number should be enough to get my contact details) and I'm happy to discuss this further.
P.S.
* I also voiced these same concerns in response to the original ticket, which Rain promptly ignored, and closed the ticket.
* It seemed like back-up power has been restored to the tower since I lodged this complaint.
Thanks for getting back to me. For your reference this is the support call that I'm referring to :
Request #***8.
I understand that there will be occasional problems with back-up power. I understand that a tower won't be online 100% of the time that's fine.
My problem is that when I reported that your tower recently started dropping during load-shedding (it's been fine for the previous 18months). The consultant that phoned me, basically informed me that:
1.) some towers have back-up, some don't.
2.) the fact that my tower previously had backup means that the batteries were probably ******. (from the top of a secure block of flats)
3.) a tower can take more than an hour to come back online after an outage.
4.) Rain doesn't plan on doing anything about it, and if I don't like it, I can cancel my contract.
As it stands, this simply doesn't work for me. I work from home, and I'm reliant on an internet connection. I need an ISP that won't drop me for 3 to 4 hours every time there's load-shedding.
You guys are welcome to reach out to me directly (the above reference number should be enough to get my contact details) and I'm happy to discuss this further.
P.S.
* I also voiced these same concerns in response to the original ticket, which Rain promptly ignored, and closed the ticket.
* It seemed like back-up power has been restored to the tower since I lodged this complaint.
sS
stephanam S's updateReviewer Update
09 Feb 2022, 12:40Seems like the reference number got obfuscated. it is: one one nine five five one two eight
sS
stephanam S's update09 Feb 2022, 12:40
Reviewer Update
Seems like the reference number got obfuscated. it is: one one nine five five one two eight