WORST SERVICE EVER

The following was my reply on 9 December 2022 and nothing else, to explain, like this last reply, after my review on HelloPeter yesterday.

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From: *** <***>
Sent: Friday, December 9, 2022, 16:40
To: Rudi Brevis <***>
Subject: #*** - Android-Billing ***


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rain
we're here to help
Hi Rudi, We are sorry to hear about your experience.

Please note that the tower in your Area is currently down and it has been escalated to our engineers to restore connection .However we don't have ETR.

We apologize for the inconvenience you may have been caused.

Cheers

rain South Africa


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itevomcid

This was their reply, after speaking to a so-caalled technical agent yesterday...and did not make much sense, as she said that all 5G towers are down during load shedding, when during this load shedding schedules, I desperately need my Wifi on, whilst I am working, using my back battery to keep my Rain router powered up, to stay xonnected to the nearest tower, which is practically in my complex yard, where I reside.

I do not understand, that at first, on purchasing the Rain service, I was able to use the service, during load shedding, with my UPS powering my System, with no issues of the touter not connecting, like it is doing now.
I want to know what has happened since then.

Hence I do not understand, that all the 5G towers goes down during load shedding schedules.

NB:
I could use the wifi and connect during load shedding schedules, what is happening now.?

Pleaae fix it, as I'm a paykng customer.

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{"message":"Escalation form","detail":{"message":"P- No connecting during load shedding F- CUSTOMER IS REQUESTING A BACK UP GENERATOR HE DOES NOT UNDERSTAND THAT OUR 5G towers does not work during load shedding . S- escalated to advance to contact customer and explain why he cant connect during load shedding ","more_info":{}},"type":"escalations_form"}


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itevomcid

Please assist with backup generators to power up your 5G towers during load shedding spchedules, when they need to be up and working in these desperate times.

Referring to this statement on your reply above:
"In the meantime, please try latching to the tower near Sneeuberg Street that is currently online using the optimisation tool on your rain dashboard using the following steps:..."

Does not make sense at all, after you tried assuring me, that all your 5G towers are down during the load shedding schedules.

NB:

In these load shedding times, I am unable to connect to my Rain app, as I am offline.

So being offline in that time, is okay for your clients and that is okay with Rain's Poor customer service I pay for on time.
This is bad for all of us, that depend on our wifi service, that is supposed to work during the load shedding.

I might as well cancel the Wi-Fi and go to the office to work, as loadshedding is 3x a day, before, during and after working hours.

Does anybody have another option, to cancel Rain, totally, due to their nonchalant approach to their paying client's query.

The following reply from this agent, makes me sick to my stomach:

"Rain shall not be liable to the consumer for service interruptions caused by a power service provider. "

I do need to speak to someone senior, as I am being shunned off by a person who do not appreciate me as a paying customer and want my money back for all the times I was disconnected, during my working hours.
The person who responded to my query, is an idiot who takes this query for granted and has a nevermind-that and don't care attitude towards the client.

As much as I don't want to cancel this service, looking at the last reply from the inexperienced consultant, I'll be forced to.
It means that rain will not be able to assist with the Wifi service during the troubled times of load shedding.

Rudi G Brevis
I was stunned, surprised today, in our 12:00 - 14:30 load ahedding schedule,

my Rain ZTE router did not disconnect and had no red light on Network indicator for up to 56 MINUTES, into the 2 hours of load shedding, which rendered time for me to work. I was pleased.

What happened to the terms & conditions and why should the towers switch off during load shedding.

Right now during load schedding from 20:00 - 22:30, already 1 Hour into the schedule, my router is still connected and not showing a red network indicator light, hmnn!

I am so glad that the "so-called" terms & conditions are variable and does not comply with the load shedding schedules , in time.

Please explain why this is happening and why Rain cannot always render the services right through load shedding and at least cater for the Rain clients during their working hours, 06:00 - 17:00 and

N.B
Why do ẁe have to pay for the downtime, when it can be avoided, somehow.

Is this really true, please say that you will try to make a plan last for Rain clients to stay connected during Load shedding schedules and not make up Ts&Cs like this, we need to stay connected to maintain our jobs.

A Call for help and not to shame, as we need your services to survive power outages.!

Quote
"as per the terms and conditions:

Our 4G and 5G network is reliant on power from the national grid. Therefore, when there is load shedding or power outages our 4G and 5G network may be interrupted and services affected."

Can be avoided.

Well done, my Rain router was connected to the 5G towers, righ through the entire 20:00 - 22 :30load shedding schedule and lasted the connection, without showing/ changing the network indicator light to red, and proves that the above mentioned T&C is not true.

Rain Internet Service Provider's reply:
Please explain that.?

I am very much impressed, that things have changed and hope I'm not jingsing my luck.

My Rain ZTE router connection to our nearest 5G Tower has not been affected by the Load shedding which means that I was and am constantly connected to the Rain wifi, which satisfies my intelligence and soul so much.

Thank you you Rain for having another look at my issue.

I totally appreciate your change of T&C in this case.

None of my colleagues using Rain Wi-Fi, confirmed that they stay connected during Load shedding.

My situation still being monitored and hope for the best, that it won't change my connect status.

As like it was in the beginning, that made me so proud and happy with the choice, to sign up with Rain SA.

THANK YOU SO MUCH.!

Keep it up.?

RE: Rain Internet Service Provider's reply:

18 Jan 2023, 09:23

Please note we started to deploy alternate power sources to our tower to assist with connection during load shedding

NB:
Today 20 January 2023, during Load shedding 4:00 - 6:30; I've experienced the same issue, with my router having a red Network indicator light.
Internet could not connect.

Please sort this out to avoid during Load shedding, again, always.?

Thank you