Crystal Web ADSL performance feedback thread Part 3...

[jondood]

Something very wrong here and doesn't sound normal whatsoever. Please send me your details so I can personally investigate for you. Our live chat is live until midnight albeit they were closed today (1st time this year). Line management you receive updates through every single step of the way. As for performance if there's a stated issue, our network is operating superbly to the point that pretty much nobody has ever noticed a smidgen of shaping.

So there's clearly something fundamentally broken with respect to receiving our communication and quite possibly your line. Our ticket desk has 0 open tickets and one assigned to me that was escalated which I suspect is yours.

More than happy to help out though, so please PM me your details so that I can see what the issue is...

Hello DJ

Thank you for the help but I made up my mind after getting no feedback from crystalweb twice in 1 week.

What pisses me off the most is that now my line will be down cause I am moving it back to Telkom.

Never again will I allow an ISP screw me over like this again.

 

[DJ...]

Hello DJ

Thank you for the help but I made up my mind after getting no feedback from crystalweb twice in 1 week.

What pisses me off the most is that now my line will be down cause I am moving it back to Telkom.

Never again will I allow an ISP screw me over like this again.

As I mentioned, this seems to be a comms error somewhere. Knowing how the processes and automations work, it's nigh on impossible for comms like you've experienced to be provided. So there's clearly an issue either I personally need to apologise for and fix; a workflow process we hadn't identified was flawed; or a system issue your side or ours.

You're under no obligation to remain with us and I'll honestly not try to sell you on that, but I would like your details so I can trace the various processes and agents responsible, so I can fix on my side and provide you with proper feedback as well. What you've experienced is 100% atypical as others can confirm, so it's a case of identifying and fixing this. Unfortunately I don't know who you are so I don't know what I'm looking for...

 

[Basjohn]

Oh boy, worst day connection wise with Crystal Web so far. Flushed my dnses (and loos for good measure) unplugged my routers and tried all my devices but everything screams "Are you sure you have interne-CONNECTION TIME OUT" although! A big although, my attenuation is either being listed x10 or is astronomically high, so if no one else is having issues (another chap certainly seemed to be) I suppose it will be my joy to deal with Telkom.

Has anyone actually experienced an attenuation of 270dB?! SNR is a fictionally good 60dB as if to mismatch things further.

 

[Bryn]

Oh boy, worst day connection wise with Crystal Web so far. Flushed my dnses (and loos for good measure) unplugged my routers and tried all my devices but everything screams "Are you sure you have interne-CONNECTION TIME OUT" although! A big although, my attenuation is either being listed x10 or is astronomically high, so if no one else is having issues (another chap certainly seemed to be) I suppose it will be my joy to deal with Telkom.

Has anyone actually experienced an attenuation of 270dB?! SNR is a fictionally good 60dB as if to mismatch things further.

You sure that's not attenuation of 27dB and SNR of 6dB? Some routers add a zero for some reason.

 

[Julian2]

Can other people confirm that Live Chat doesn't work on an iPad? I tried pressing the "Live chat and extra info" button at the bottom left of the web page and I got a menu popping up with 4 items on it - FAQ, ticket system, network/server notices and "app:general.close". None of those got me into live chat although it's before 9:30pm and chat should still be open until midnight as I understand it.

No biggie, I'll phone tomorrow, but curious if this is my iPad playing up (iPad Air 1 running iOS 9.2 official release) or a general issue. If a general issue then it would seem to me to be something to put onto the to-do list to get fixed. That plus the fact that the web site still doesn't show pricing for the 8Mbps offerings. Again, no biggie because I can see that you (DJ) already put maximum passion and effort into Crystalweb, I'm just trying to provide some well-meaning almost-a-customer feedback.

- Julian

 

[ArnoVermeulen]

Can other people confirm that Live Chat doesn't work on an iPad? I tried pressing the "Live chat and extra info" button at the bottom left of the web page and I got a menu popping up with 4 items on it - FAQ, ticket system, network/server notices and "app:general.close". None of those got me into live chat although it's before 9:30pm and chat should still be open until midnight as I understand it.

No biggie, I'll phone tomorrow, but curious if this is my iPad playing up (iPad Air 1 running iOS 9.2 official release) or a general issue. If a general issue then it would seem to me to be something to put onto the to-do list to get fixed. That plus the fact that the web site still doesn't show pricing for the 8Mbps offerings. Again, no biggie because I can see that you (DJ) already put maximum passion and effort into Crystalweb, I'm just trying to provide some well-meaning almost-a-customer feedback.

- Julian

I've used live chat tons of times on my iPad4 and iPad air 2. Did you try a different browser eg. Chrome?

 

[Julian2]

I've used live chat tons of times on my iPad4 and iPad air 2. Did you try a different browser eg. Chrome?

Weird. I've tried it with iCab which also allows me to spoof the browser ID string. I've tried it with the browser ID set to both Safari(iPad) where I see the same as I get with Safari and also Chrome(Windows) which cleans up the popup menu I get when pressing the instant chat button a bit but still no way to get instant chat. I could log a support ticket but that's not what I want to do. I wonder if iOS 9.2 broke something, that's only been out for about a week.

Thanks for the feedback by the way; useful if not what I really wanted to hear.

- Julian

 

[Julian2]

Can other people confirm that Live Chat doesn't work on an iPad? I tried pressing the "Live chat and extra info" button at the bottom left of the web page and I got a menu popping up with 4 items on it - FAQ, ticket system, network/server notices and "app:general.close". None of those got me into live chat although it's before 9:30pm and chat should still be open until midnight as I understand it.

Sneaky . Did you guys just quietly fix something? When I hit the live chat & extra info button this morning in Safari on exactly the same iPad I now see that the popup menu has 5 items not yesterday's 4 and the extra item is "Live chat". Also, the final item now says "Close" not that messy "app:general.close" that was showing last night.

Anyway, thanks for the quick fix.

- Julian

 

[Orihalcon]

Hmmm.

Getting incredibly slow downloads on home capped account on both Origin and Steam right now.

100mb fibre and updates are running at 100kB.

YouTube working perfectly at 40mbps to max what I'm watching.

Any issues?

Edit: Router reboot later and resolved. False alarm.

 

[Ho3n3r]

Hello DJ

Thank you for the help but I made up my mind after getting no feedback from crystalweb twice in 1 week.

What pisses me off the most is that now my line will be down cause I am moving it back to Telkom.

Never again will I allow an ISP screw me over like this again.

Better avoid Afrihost then. Testing all the time, feedback for none of it.

 

[Enigma_]

Better avoid Afrihost then. Testing all the time, feedback for none of it.

On the contrary, they've improved, still not as good as CrystalWeb. The worst is WA or OpenWeb in my opinion. The way CrystalWeb communicates to it's clients is a big up, I love the transparency and the decent responses, it's not just copy-pasta.

 

[Ho3n3r]

On the contrary, they've improved, still not as good as CrystalWeb. The worst is WA in my opinion. The way CrystalWeb communicates to it's clients is a big up, I love the transparency and the decent responses, it's not just copy-pasta.

So they've got support staff that actually know what they're doing now? Both their MyBB and email support staff wasn't ever helpful in any way, shape or form, besides giving me test accounts twice, with which I didn't encounter any of the problems I had with my own account, and the problems with my own account didn't get fixed after 6 months of on and off struggles - which is ultimately why I moved.

 

[Basjohn]

So they've got support staff that actually know what they're doing now? Both their MyBB and email support staff wasn't ever helpful in any way, shape or form, besides giving me test accounts twice, with which I didn't encounter any of the problems I had with my own account, and the problems with my own account didn't get fixed after 6 months of on and off struggles - which is ultimately why I moved.

Don't know about staffing, about support has always been top dollar with CW for me. I've had the CEO personally take my live chat help requests at 2AM before, without kicking up a fuss first either! Though I doubt all the staff could ever live up to that, it was a nice experience.

 

[Basjohn]

You sure that's not attenuation of 27dB and SNR of 6dB? Some routers add a zero for some reason.

Exactly what I thought at first but wouldn't it then be db instead of dB? Akin to kb and kB? Eitherway I find it hard to believe my exchange moved roughly 20,000 meters overnight, or was apparently swapped for a wonky arse tardis......yet performance is not happy bubbles.

 

[jondood]

Better avoid Afrihost then. Testing all the time, feedback for none of it.

I left Afrihost two months after MTN merger.

 

[DJ...]

I left Afrihost two months after MTN merger.

I have responded to your messages. I'm afraid in this instance you have a Telkom fault and Telkom are slow in acting on it. We did report the fault accurately and timeously, and we also escalated accordingly. We also sent notices of each report and escalation so certainly kept you in the loop. Unfortunately there is nothing that we can do to force Telkom's hand to resolve your specific fault above their other faults (although we do a lot behind the scenes that you simply won't get elsewhere), and it's frustrating for you and for us.

In this instance they need to send a technician out to investigate and identify the root cause of the disconnects. With them being under-staffed, in network-freeze period, and in leave-mode operating on skeleton-staff resources, it is not something that we expect will be a quick turnaround from them I'm afraid. From our side unfortunately there's not all that much that we can do to intervene and force their hand, although I can see from the escalations that this was sent to senior staff there as well...

 

[Ho3n3r]

Don't know about staffing, about support has always been top dollar with CW for me. I've had the CEO personally take my live chat help requests at 2AM before, without kicking up a fuss first either! Though I doubt all the staff could ever live up to that, it was a nice experience.

Dude, he's talking about Afrihost.

 

[snail112]

I have responded to your messages. I'm afraid in this instance you have a Telkom fault and Telkom are slow in acting on it. We did report the fault accurately and timeously, and we also escalated accordingly. We also sent notices of each report and escalation so certainly kept you in the loop. Unfortunately there is nothing that we can do to force Telkom's hand to resolve your specific fault above their other faults (although we do a lot behind the scenes that you simply won't get elsewhere), and it's frustrating for you and for us.

In this instance they need to send a technician out to investigate and identify the root cause of the disconnects. With them being under-staffed, in network-freeze period, and in leave-mode operating on skeleton-staff resources, it is not something that we expect will be a quick turnaround from them I'm afraid. From our side unfortunately there's not all that much that we can do to intervene and force their hand, although I can see from the escalations that this was sent to senior staff there as well...

I can talk about experience about Telkom sitting on their hands and behinds while you have a line fault. The office ADSL is intermittent since the end of July and Telkom promise to send a techie to fix the problem - they stood me up twice already...


.. and there is now light at the end of the tunnel. Not even a train...

 

[Julian2]

... Telkom are slow ...

... With them being ... in network-freeze period ...

I don't like the sound of that. What is "network-freeze period"? Is it your own term for Telkom working very slowly due to holiday season or is it some official state they it put their network operation into when short staffed?

I'm trying to work out how optimistic I should be about Telkom getting me ADSL-enabled within the 7 days that they quoted when I placed the order on Tuesday. I have had some happenings on my line that seemed encouraging, the phone ringing once and the line dead when I picked it up which I had hoped was an engineer moving my line onto an ADSL port at the exchange but that's happened twice so far and still no sign of my modem being able to sync or my order status changing to completed. I signed up for my Crystalweb data package to go live tomorrow so I'm keeping my fingers crossed.

- Julian

 

[Ho3n3r]

I don't like the sound of that. What is "network-freeze period"? Is it your own term for Telkom working very slowly due to holiday season or is it some official state they it put their network operation into when short staffed?

I'm trying to work out how optimistic I should be about Telkom getting me ADSL-enabled within the 7 days that they quoted when I placed the order on Tuesday. I have had some happenings on my line that seemed encouraging, the phone ringing once and the line dead when I picked it up which I had hoped was an engineer moving my line onto an ADSL port at the exchange but that's happened twice so far and still no sign of my modem being able to sync or my order status changing to completed. I signed up for my Crystalweb data package to go live tomorrow so I'm keeping my fingers crossed.

- Julian