Crystal Web ADSL performance feedback thread Part 3...

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Crystal Web Support said:
We are currently upgrading our Network Status notifier on our website; We are not shy about the high load in the Cape at the moment, which will result in more shaping on Downloads such as P2P. We have identified an issue with the controllers for a certain type of traffic which has been bypassing the shaper, which is adding extra load onto the network by heavy users during peak times.
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Can you please be more explicit and tell us what traffic has been bypassing the shapers ?
 
Orihalcon said:
I play BF4 and suffer no issues. This is on PC however.

Thank you CW support for resolving my query in short order. Very happy to receive such great service.
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Also playing BF4 on PC and still getting frame rate drops from 30-60fps down to 2.7 to 3.2 when playing for more than 1hour on certain maps.
 
snail112 said:
Also playing BF4 on PC and still getting frame rate drops from 30-60fps down to 2.7 to 3.2 when playing for more than 1hour on certain maps.
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Never ever experienced that O_o

Weird. Sounds like a gpu buffering issue maybe driver related.
 
Orihalcon said:
Never ever experienced that O_o

Weird. Sounds like a gpu buffering issue maybe driver related.
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It is an eVGA GTX570, running version 350.12 drivers now. Had it since late Dec 2014 on the 344.75 and 345.20 drivers since upgrading to a Samsung 840 Pro 256GB SSD.
 
Crystal Web Support said:
I will be able to divulge that tomorrow morning when the fix goes in to shape the traffic that has been bypassing the shapers.
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This is what Afrihost did, and months later they are still fighting the aftermath and people are leaving by the hoards! Heed my words!
 
Aquiva said:
This is what Afrihost did, and months later they are still fighting the aftermath and people are leaving by the hoards! Heed my words!
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The fix will be going in tomorrow morning, So there is no need to worry :) It will not drag on for months on end, of that I can assure you.
 
Would be great if CW would take the proactive approach and send its customers network updates, known issues and proposed fixes WITHOUT having to sift through these threads or deal with the support folks on their site who are clearly not privy to the same info provided here.
 
Crystal Web Support said:
We are currently upgrading our Network Status notifier on our website; We are not shy about the high load in the Cape at the moment, which will result in more shaping on Downloads such as P2P. We have identified an issue with the controllers for a certain type of traffic which has been bypassing the shaper, which is adding extra load onto the network by heavy users during peak times.
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Thanks for being proactive in monitoring these issues and fixing them relatively quickly.

Rare to get this level of info from an isp and I'm really enjoying it. Hopefully will see some changes after tomorrow's fix.
 
Iwojima said:
Would be great if CW would take the proactive approach and send its customers network updates, known issues and proposed fixes WITHOUT having to sift through these threads or deal with the support folks on their site who are clearly not privy to the same info provided here.
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Agreed, but at least they're on the right path.
 
Iwojima said:
Would be great if CW would take the proactive approach and send its customers network updates, known issues and proposed fixes WITHOUT having to sift through these threads or deal with the support folks on their site who are clearly not privy to the same info provided here.
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While we could send out bulk emails to our client base, this poses it own set of problems as it is only affecting certain clients on certain products, in specific regions of the country, some clients are not being affected at all.

The clients who are being affected, should only notice higher than usual shaping on downloads specifically in the Cape Town Region.

We have found a issue; We have let our Upstream Provider know and the fix should be in place by tomorrow morning.
 
Crystal Web Support said:
While we could send out bulk emails to our client base, this poses it own set of problems as it is only affecting certain clients on certain products, in specific regions of the country, some clients are not being affected at all.

The clients who are being affected, should only notice higher than usual shaping on downloads specifically in the Cape Town Region.

We have found a issue; We have let our Upstream Provider know and the fix should be in place by tomorrow morning.
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Not exactly a tough problem to mitigate though:

1) Send a "state of the network" email daily or as required to all customers who would like to participate. This would detail known issues, incoming fixes, etc regardless of the region or product affected.

OR

2) Improve the above suggestion via targeted mailing lists. This should be possible since your customer's product and region (based on ADSL line number code or provided customer info at signup) should be known. Notification emails would only then be sent to those potentially affected by known issues.

OR

3) Add some detail to the website. Update it frequently detailing the known issues, incoming fixes as well as better equip your first line support by keeping them better informed of what's going on in the background.

The net result of any of the above should be less repetitive questioning here, fewer support requests for your first line support to filter and...best of all...fewer frustrated clients.
 
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Iwojima said:
The net result of any of the above should be less repetitive questioning here, fewer support requests for your first line support to filter and...best of all...fewer frustrated clients.
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This guy gets it.

If I didn't go looking around MBB I would have been left with the impression that support was feeding me a line of BS and that nothing was being done to resolve my issues.
 
Had some very bad Streaming performance last night at around 21:40...

Bandwidth was capped at 200kB odd. I'll check again tonight and hope this was due to the fix or maintenance being done.

I'm watching you... -__-
 
ItherNiT said:
had the same problem, 4mb uncapped premium
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I did see your chat with Support Last night, I can confirm that the product types that you and Orihalcon are on completely separate capacity pools.

From what I saw, and the Telkom network notices, the problem that you were experiencing seemed to be as a direct result of the Telkom maintenance happening at the moment.
 
Any news on the shaping fix having been implemented this morning.

Another night of mediocre streaming performance, only reaching HD at around 11pm last night.

Hopefully the fix can help to address this.

(4mb premium uncapped).
 
Iwojima said:
Not exactly a tough problem to mitigate though:

1) Send a "state of the network" email daily or as required to all customers who would like to participate. This would detail known issues, incoming fixes, etc regardless of the region or product affected.

OR

2) Improve the above suggestion via targeted mailing lists. This should be possible since your customer's product and region (based on ADSL line number code or provided customer info at signup) should be known. Notification emails would only then be sent to those potentially affected by known issues.

OR

3) Add some detail to the website. Update it frequently detailing the known issues, incoming fixes as well as better equip your first line support by keeping them better informed of what's going on in the background.

The net result of any of the above should be less repetitive questioning here, fewer support requests for your first line support to filter and...best of all...fewer frustrated clients.
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^ This.

As a geek I would love to subscribe to a daily #1! Maybe you could even include an anonymized version of the dumbest support ticket of the day! :D

EDIT: I know this is not going to fly past legal... it was a joke - but a daily state of the crystalwebs would be great, maybe even with some stats :)
 
@ CrystalWeb..... I know that you are making changes to alleviate issues / concerns in Cape Town for some users, but over the last week or so, I have noticed a degradation in my service. I truly hope that you are not taking from your Premium Business Clients and degrading our services after hours ? I might have a Premium Business account, but I have it so that I get the best possible connection / contention, etc... which includes after 5pm. I don't "close the office" at 5pm.

I am and always have been a huge fan of your service and streaming abilities, so please don't mess with the Premium Business Accounts...... :o
 
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