RAINLESS/USELESS/

Hi Fatima, 

***
Please see:
*** (and more)

as well as my email to support, Conrad and Kerishan last night.

 PS. I noticed I had total connectivity loss again, about an hour+ ago....back to....zero.... 

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From: Lucien J <***>
Sent: Tuesday, July 28, 2020 8:22:28 PM
To: rain Customer Support <***>
Cc: *** <***>; *** <***>; *** <***>
Subject: Re: [rain] Re: 20 July 2020  Hi Tshikane,   |  |
 
 You are connected to a site that is 1,13 Km away. There is a tower which is 0,27km away Vryheid_SADF_VOD_KZ if you can in the interim optimise your device while we escalate to our networks department. Please do attach your speed test. To test speed go to speed.rain.co.za  - This is incorrect. I have been using the router at a friends house as I have no internet at my home. If you check all the tickets I logged, then you would understand. I now have the router at my home again. There is connectivity but it is horrible. After 20 minutes, I have eventually managed to connect to the rain speed test app (Speed tests attached).  Again - this is not a device issue, but a network issue (your towers). I have also sent a screenshot of the tower positioning - I am connecting to a tower so far I barely get signal, hence the poor speed. The issue occurred after a power failure in the area - last week or so in June - ever since then, no-one in the suburb has had any rain connectivity. This has been reported to your support desk, escalated to your network department, to no avail.  If you guys can get this resolved, I will gladly retract my cancellation - otherwise I have no option but to cancel, and this will include all living in the suburb as well.  As I'm not sure what agreements you have with the tower operators, we have a tower in the suburb (MTN branded) - now, if we could connect to this one - WOW....
 
 Please could you answer the questions below in order for our networks department can best assist.
 
 1.What type of device are you using? - tp-link TL-MR6400. This worked perfectly since I signed up with RAIN - no issues with the router
2. When did the start happening? - last week or so of June 2020
3.Have you tried to restart the device? - The Device has been reset on numerous occasions - and the device is not the issue as it works when at another location.
4.Your full address? 9 Main Street, Vryheid 3100
5.What type of residence? - Residential
6.What floor number? Double storey - router on the top floor
7.Are you using WIFI or Lan? - Both - PC connect via network cable
8.What speeds are you currently getting? - see speed results below
9.Can you send me a screenshot of the speed test? - attached
10.Where is the router located? in my bedroom    

Lucien 

*** *** 
From: Tshikane (rain Customer Support) <***>
Sent: Tuesday, 28 July 2020 16:43
To: Lucien <***>
Subject: [rain] Re: 20 July 2020  ##- 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/***  |  | Tshikane (rain CeC) Jul 28, 2020, 4:43 PM GMT+2 Hi Lucien

You are connected to a site that is 1,13 Km away. There is a tower which is 0,27km away Vryheid_SADF_VOD_KZ if you can in the interim optimise your device while we escalate to our networks department. Please do attach your speed test. To test speed go to speed.rain.co.za

Please could you answer the questions below in order for our networks department can best assist.

1.What type of device are you using?
2. When did the start happening?
3.Have you tried to restart the device?
4.Your full address?
5.What type of residence?
6.What floor number?
7.Are you using WIFI or Lan?
8.What speeds are you currently getting?
9.Can you send me a screenshot of the speed test?
10.Where is the router located?



Thanks,

Tshikane

  |  | Lucien Jul 28, 2020, 11:37 AM GMT+2 Hi Tshikane,  I have done all the below and more…and this has not made a difference. In Fact, My router does not connect, period. As soon as I take my router to another location, it connects fine. The problem in question is had by myself and many others living in the same suburb…and it is only in this suburb that the issue is experienced.  Regards, Lucien *** ***    |  | Tshikane (rain CeC) Jul 28, 2020, 11:33 AM GMT+2 Hi Lucien

Hope this mail finds you well.

We apologise for any frustration caused, we would like to assure you that we are here to help.
We are working to address our customer's requests as quickly as possible.
Thank you for your patience and continued support.

With regards to your previous mail our networks department found that the tower you were connected too was highly congested. I will recommend the below steps to assist you with trying to connect better and have a stable connection. You have been delatched from the previous tower.

Optimize 4G

Please be advised you will need to optimize your device in order to pick up a more stable connection and faster speeds.

This can be done via your rain dashboard on www.rain.co.za
Click on the "My devices" tab
Select the 4G tile, and click optimize
Run a speed test via the provided link: speed.rain.co.za

Increasing Speeds ·         Do a manual network selection and re-register onto rain, this helps to register an APN and pick up a new IP to register on the network. ·         Then change the frequency band to either 2GHZ or 2.4GHZ. Connection > Wi-Fi. To change your Channel Selection, select Edit next to the Wi-Fi channel (2 GHZ or 2.4 GHz) that you'd like to change. ·         Restart the router and do a speed test.
With regards to the credit i will need to follow up with the team and will advise further.

Hope you find the above in order.

If there is anything else I can assist you with, please do not hesitate to contact us.

All the best and keep safe! ·         

Thanks,

Tshikane

  |  | Lucien Jul 16, 2020, 4:11 PM GMT+2  | Name: | Lucien July Hello, This is another request for assistance - I am still waiting on feedback regarding coverage in my area that's had coverage before -if it is not going to happen, kindly refund my monies and cancel the service, please. Otherwise, addressand resolve the issue and credit me for the days I have not had service. (***)This email is a service from rain CeC. Delivered by Zendesk | Privacy Policy [XZVEL6-R7RQ]