Crystal Web ADSL performance feedback thread Part 3...

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Venom Rush said:
I'm now streaming at 03 - 0.5mbps. DJ... do you have any info related to this?
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Saw a dip in YouTube my side but want to confirm a few things: can you send me your usernames and have you spoken to support?

It's really much better to use support as first line support and the forum to escalate something to me if need be, else I end up a bit frazzled, especially where it's not something immediately identifiable by myself and where we need some test data and other info to confirm if there is a common trend so we know where to be looking more specifically...
 
Just so you guys know how the management team work with respect to escalations to our desk for resolution:

If it's performance related there are numerous support structures we've invested in and those guys are able to assist and identify common trends and issues. It increases the quality of overall support to you guys, and if they have to escalate to the networking management desk, they have to submit very specific data from real client accounts so as to assist to nail down any issues for speedy resolution. If that data doesn't exist as of yet and as management we're unable to immediately identify the issue, we have to wait for that data to come in from clients and replicate on our test lines with very specific types of tests and info we're looking for to nail it down. We can go through diagnostics by elimination, but on a network our size and as complex as it is, that can take hours on end of just tests.

So it really is always best to talk to support so we can from the outset have the data with which to work with to sort any issues out. Most issues are addressed so quickly as a result that most don't even experience them, and many more are resolved before they become problems. But if something upstream or on an interconnect point happens, we need to see the data, replicate, test those specific points, and then address accordingly.

Remember MyBB has no usernames so by and large it's tough to know who you are to start the process, and most don't add a location on their profile so I can't even spot a macro-trend that way...
 
zolly said:
Am currently online with support.
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Great, thanks. Helps me to get aggregated and correct data if it has to be escalated up to my desk. I'm already checking to see if I can find a common denominator as nothing is immediately obvious and I cannot see issues on our side nor on IS.

I'm at our new offices on LTE at the moment (we all have to wait when it comes to installing fibre) but have the guys checking each location as well and running their own tests, as well as trying to find a common denominator on their end, so we're all hands on deck so to speak...
 
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Icemanbrfc said:
:D im not sure if that tactic is going to work pal lol... doubt we going to get anything out of DJ
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Happy to discuss, to an extent. Much of what's going on behind the scenes though is of a very confidential nature, so my responses may be of a general fashion and high level. Those with some savvy may be able to infer bits and pieces...:D

But now I do have to go fetch our ginger biscuit from the airport and then heading into management meetings, but will check in and monitor the YouTube reports behind the scenes...
 
DJ... said:
Happy to discuss, to an extent. Much of what's going on behind the scenes though is of a very confidential nature, so my responses may be of a general fashion and high level. Those with some savvy may be able to infer bits and pieces...:D

But now I do have to go fetch our ginger biscuit from the airport and then heading into management meetings, but will check in and monitor the YouTube reports behind the scenes...
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His flight was delayed :p
 
MickeyD said:
His flight was delayed :p
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I know. He's always a security concern, especially considering that he looks like Egypt's only ginger, and considering today's events, delaying the flight for what looks like an unhinged Egyptian is perfectly reasonable...
 
DJ... said:
I know. He's always a security concern, especially considering that he looks like Egypt's only ginger, and considering today's events, delaying the flight for what looks like an unhinged Egyptian is perfectly reasonable...
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Probably tried to smuggle a Hooters barlady onboard...
 
DJ... said:
Saw a dip in YouTube my side but want to confirm a few things: can you send me your usernames and have you spoken to support?

It's really much better to use support as first line support and the forum to escalate something to me if need be, else I end up a bit frazzled, especially where it's not something immediately identifiable by myself and where we need some test data and other info to confirm if there is a common trend so we know where to be looking more specifically...
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I went to the support page on your website and it said it was down for maintenance. I'll pm my username in a moment.
 
Bottom right of every page is live chat, and email is available at the moment as well. That page is the old support portal. Wasn't aware there was still a link to that. Will amend tomorrow, but support are online and available...
 
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Having trouble connecting with my CW account, backup AH working without issues. Anything happening or not happening?

edit: Chatting to support now
 
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Extremely erratic performance these past few days. Youtube in particular is essentially unusable at the moment.
5208107959.png


Not sure if it may be related to the same thing causing issues for these fellow EC dwellers:
http://mybroadband.co.za/vb/showthr...ow-internet-right-now?p=17343376#post17343376
 
acidman1 said:
Having trouble connecting with my CW account, backup AH working without issues. Anything happening or not happening?

edit: Chatting to support now
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Looks like you have reached your cap for the month unfortunately - Support can assist in topping you up.
 
acidman1 said:
Having trouble connecting with my CW account, backup AH working without issues. Anything happening or not happening?

edit: Chatting to support now
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Remoted in and auth'd without an issue so radius working fine on our side. Support guys should be able to assist there...
 
Iwojima said:
Extremely erratic performance these past few days. Youtube in particular is essentially unusable at the moment.
5208107959.png


Not sure if it may be related to the same thing causing issues for these fellow EC dwellers:
http://mybroadband.co.za/vb/showthr...ow-internet-right-now?p=17343376#post17343376
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Yup, quite a few reports we've seen from users in the same area but it's not happening on our network here. Hopefully just maintenance on their end but not seeing any notices about it. If the line is migrated to us we can have it reported off for you...
 
DJ... said:
Yup, quite a few reports we've seen from users in the same area but it's not happening on our network here. Hopefully just maintenance on their end but not seeing any notices about it. If the line is migrated to us we can have it reported off for you...
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It is indeed. I'll contact support.
 
DJ... said:
I exepct that naked DSL will not result in a cost reduction as many people predict it will. Don't invest all too much into that idea being in any way a saving grace from a cost perspective. There are better and more practical solutions with immediate benefit that will drive the industry forward on a lower cost base, than naked DSL. Naked DSL would be nice but really isn't what is pressingly required right now...
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Icemanbrfc said:
Very interesting that DJ, as i always thought taking the voice cost away would drive down pricing.
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It would be nice to see Telkom either charge a monthly access fee for analogue if you don't have ADSL or charge you only the ADSL access fee if you are using analogue and ADSL...Why pay twice for the same service?
 
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