Popular mobile network ISP, Rain, has recently launched its first 5G network package in select areas of Gauteng. Many of their customers jumped at the chance to get download speeds of over 200Mbps on the Rain Unlimited Home Premium package only to be disappointed with either no internet connection at all or speeds lower than 1Mbps. Customers complained that their routers had a full connection on both 4G and 5G, yet they had no access to the internet. Complaints came in from all over from customers upset that there was no information from Rain themselves about what was going on regarding the issue. Some customers reported having connection but only up to 1Mbps, with frequent connection drops every few minutes.
The Lack of Support
Rain’s support department was of no help either, as users could not get through to log a fault. Rain had recently discontinued its chat service on its website which allowed customers to contact Rain and get a swift response. The only way for users to try get through to rain was to submit a fault through Rain’s support page, and even after sending multiple tickets in, customers had no response from Rain. Eventually, William Roos, the CEO of Rain, announced that they were aware of the issue and were working on resolving the problem.
The Root of the Problem
The ultimate cause was a configuration error that leads to intermittent connectivity and speed drops. Not long after his first announcement regarding the issue, Roos said that Rain was confident that the issue had been resolved. Customers have confirmed that they now have internet access and their speeds are returning to normal.
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35 Richdens Village Centre, 59-61 Old Main Rd
031 765 4438
Parklane Shopping Centre, 12 Chief Albert Luthuli St
033 342 5801
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