Crystal Web ADSL performance feedback thread Part 3...

Status
Not open for further replies.
I've been a happy Crystal Web customer for the past four months now (Home Uncapped Premium on a 4Mbps line). However I can never log into the customer portal! After I enter my details nothing happens. What is the point of having a client portal if it does nothing? This is my one and only complaint about Crystal Web, everything else has been great so far!
 
Yenolo said:
I've been a happy Crystal Web customer for the past four months now (Home Uncapped Premium on a 4Mbps line). However I can never log into the customer portal! After I enter my details nothing happens. What is the point of having a client portal if it does nothing? This is my one and only complaint about Crystal Web, everything else has been great so far!
Click to expand...
It is working for me. I suggest that you contact them via live support. I'm sure they will sort out your problem.
 
Yenolo said:
I've been a happy Crystal Web customer for the past four months now (Home Uncapped Premium on a 4Mbps line). However I can never log into the customer portal! After I enter my details nothing happens. What is the point of having a client portal if it does nothing? This is my one and only complaint about Crystal Web, everything else has been great so far!
Click to expand...

They are still busy with it... Some customers can't access it yet, including me. Been mentioned above.
 
We're busy running scripts to pull this data and push the remaining logins on the system. Unfortunately a lot of customers opted out of the usage notifications which sat live on the provisioning end and was used to migrate data into the portal. We are centralising all data and in doing so a lot of cross-referencing and checking takes place to ensure integrity of the information. A new batch went live this morning, and we are batch processing this throughout the day and weekend as well which will activate new logins.

There are also some big changes happening on the portal side this weekend and Monday...
 
Do you guys know if telkom has an emergency callout or something? I'm at work and my wife just phoned me to say that our line is completely dead (show as 0 linespeed) - Problem is, I'm on standby for the whole weekend and I need to be able to RDP to my customers.
Line is with CW and just send them a mail to see whether they can assist in any way.

edit: I'M PANICKING
 
Last edited:
Ripstorm said:
Do you guys know if telkom has an emergency callout or something? I'm at work and my wife just phoned me to say that our line is completely dead (show as 0 linespeed) - Problem is, I'm on standby for the whole weekend and I need to be able to RDP to my customers.
Line is with CW and just send them a mail to see whether they can assist in any way.

edit: I'M PANICKING
Click to expand...

I'm not seeing anything on the ticket desk for this.

Can you call on 021 300 5322 or re-send the mail?

Can you also PM me the details so I can pass it on and see if there is anything I can do for you?
 
DJ... said:
I'm not seeing anything on the ticket desk for this.

Can you call on 021 300 5322 or re-send the mail?

Can you also PM me the details so I can pass it on and see if there is anything I can do for you?
Click to expand...

Hi DJ,

Thanks for the response! Crisis averted luckily. The wife looked at the wrong router Line rate settings (never trust your wife when it comes to stuff like this) :)
Looks like I have reached my cap - which is pretty much impossible (why I assumed it's a line issue - reaching my cap was the last thing on my mind).
Have a look at below stats for the 26th:

Date/Time: 26-11-2015/03:48:02
Total Sent(Mb): 12419.15
Total Received(Mb): 255348.22
Total Combined (Mb): 267767.37
Comment: Peak: 117409/153600MB Late: 150333/20971520MB

Now look at this morning's stats:

Date/Time: 27-11-2015/03:47:31
Total Sent(Mb): 12640.75
Total Received(Mb): 313581.31
Total Combined (Mb): 326222.06
Comment: Peak: 151809/153600MB Late: 174413/20971520MB

Somewhere I downloaded over 30GB without me knowing. My torrents/steam/etc are all scheduled to download between 12am - 6am (I can't even recall downloading anything last night).
Is it possible that this is an error on your side? If not then I'm more than happy to buy more cap. It just feels that it's impossible that I downloaded over 30GB worth of data within peak time without even realizing it.
 
Ripstorm said:
Hi DJ,

Thanks for the response! Crisis averted luckily. The wife looked at the wrong router Line rate settings (never trust your wife when it comes to stuff like this) :)
Looks like I have reached my cap - which is pretty much impossible (why I assumed it's a line issue - reaching my cap was the last thing on my mind).
Have a look at below stats for the 26th:

Date/Time: 26-11-2015/03:48:02
Total Sent(Mb): 12419.15
Total Received(Mb): 255348.22
Total Combined (Mb): 267767.37
Comment: Peak: 117409/153600MB Late: 150333/20971520MB

Now look at this morning's stats:

Date/Time: 27-11-2015/03:47:31
Total Sent(Mb): 12640.75
Total Received(Mb): 313581.31
Total Combined (Mb): 326222.06
Comment: Peak: 151809/153600MB Late: 174413/20971520MB

Somewhere I downloaded over 30GB without me knowing. My torrents/steam/etc are all scheduled to download between 12am - 6am (I can't even recall downloading anything last night).
Is it possible that this is an error on your side? If not then I'm more than happy to buy more cap. It just feels that it's impossible that I downloaded over 30GB worth of data within peak time without even realizing it.
Click to expand...

There have been some DDOS attacks from around the world lately and if your router is open to these attacks (usually UDP port 80) then they can whack your line. They hit your router directly so any LAN connection monitoring won't pick it up - even Networx monitoring the WAN connection can miss it. We've seen a few and tried to proactively contact a few customers about it but it's very difficult to pick up all of the time. There is auto-mitigation for this but these guys often find ways to circumvent these systems we try to employ to protect you.

This is just one theory though - there could be a rogue download there on the network? Impossible to tell after the fact - no matter what anyone says we just don't log this data so we can't say what was downloading or who was doing what on the line.

If you hop on to live chat the guys can give you a usage summary.

As for errors on our side, we receive the usage data directly from SAIX. Likelihood is highly improbable and next to impossible, unless Telkom had a major problem recently, and it would impact numerous connections - we've seen no indication of this at all...
 
Last edited:
DJ... said:
There have been some DDOS attacks from around the world lately and if your router is open to these attacks (usually UDP port 80) then they can whack your line. We've seen a few and tried to proactively contact a few customers about it but it's very difficult to pick up all of the time. There is auto-mitigation for this but these guys often find ways to circumvent these systems we try to employ to protect you.

This is just one theory though - there could be a rogue download there on the network? Impossible to tell after the fact - no matter what anyone says we just don't log this data so we can't say what was downloading or who was doing what on the line.

If you hop on to live chat the guys can give you a usage summary...
Click to expand...

Very weird. Oh well, lesson learnt I guess. I hope my neighbours didn't get hold of my wifi password!
I'll send a mail shortly for a temporary upgrade (if that's still possible)
Thanks again DJ!
 
Ripstorm said:
Very weird. Oh well, lesson learnt I guess. I hope my neighbours didn't get hold of my wifi password!
I'll send a mail shortly for a temporary upgrade (if that's still possible)
Thanks again DJ!
Click to expand...

Yes, we allow temp upgrades for capped customers and revert to normal provisioning from next month. It works out much cheaper per GB than topping up...
 
Hey guys,

We're going to process a major upgrade on the support desk which will involve support going offline for about an hour. We unfortunately have to process this upgrade during office hours for certain testing purposes. Very quiet right now so it's the ideal time to push this through...
 
DJ... said:
Hey guys,

We're going to process a major upgrade on the support desk which will involve support going offline for about an hour. We unfortunately have to process this upgrade during office hours for certain testing purposes. Very quiet right now so it's the ideal time to push this through...
Click to expand...

Is that code for "we're going to have dinner now" ??
 
Status
Not open for further replies.
Back
Top
Sign up to the MyBroadband newsletter
X