Crystal Web ADSL performance feedback thread Part 3...

[Deleted member]

wonderful, so i've reported the link to telkom, i am the only person on my blade in the exchange and the exchange looks clear, telkom tech in the office taking a look at it as well. sent them CW's feedback to prove to them it wasnt CW's network.

 

[Sinbad]

Cybernest is much more impressive

 

[georgelza]

Cybernest now = BCX = previous label on my pay slip

hehehe

Cybernest is much more impressive

 

[Sinbad]

Cybernest now = BCX.

hehehe

Cybernest is the best place to watch rugby

 

[georgelza]

Makes a iMax screen look small...

G

Cybernest is the best place to watch rugby

 

[Ho3n3r]

Has anyone actually pinpointed the packet loss/latency issues we are suffering, to IS for a fact, or is it still pure speculation? And if it is in fact an issue with IS, how will they be approached to address this?

Either way, I'm paying R818 a month for a service that has been unusable for gaming for the last 9 days, and I know it's not CW's fault, per se, but I'm getting really tired of it.

Telkom was here and couldn't find any faults, stats are 100%.

Also a question: if you have both your line and your data account with CW, but you use a Telkom test account to test, are you still on the IS backbone since the line is still with CW? I assume not.

 

[MickeyD]

Also a question: if you have both your line and your data account with CW, but you use a Telkom test account to test, are you still on the IS backbone since the line is still with CW? I assume not.

As long as you remember to change the DNS settings...

 

[Ho3n3r]

As long as you remember to change the DNS settings...

From Google DNS? On what network would it be if I use theirs?

 

[Crystal Web Management]

Has anyone actually pinpointed the packet loss/latency issues we are suffering, to IS for a fact, or is it still pure speculation? And if it is in fact an issue with IS, how will they be approached to address this?

Either way, I'm paying R818 a month for a service that has been unusable for gaming for the last 9 days, and I know it's not CW's fault, per se, but I'm getting really tired of it.

Telkom was here and couldn't find any faults, stats are 100%.

Also a question: if you have both your line and your data account with CW, but you use a Telkom test account to test, are you still on the IS backbone since the line is still with CW? I assume not.

As can be seen in the thread, it is not something widespread nor are we able to replicate it on our end (same routing, same backbone, same accounts as you guys). There is certainly an escalation process that involves IS, but so far no common denominator, let alone replication has been had. That doesn't mean investigations have stopped. It just means we need to broaden our search and start to look elsewhere.

However, and I cannot stress this enough, it is NB to report to support when the issue arises. Below is a percentage breakdown of today's tickets which we monitor by geographic distribution as well as product and a host of other factors, that allows us to very quickly identify anomalies coming from the support desk that as management we need to be looking at and addressing proactively. If the data is not here it makes it very difficult for our staff to escalate and for us as management to ID it other than the occasional post on Mybroadband that has absolutely ZERO identification for us to do anything at all with. So please report it, and if not resolved, do so again if need be (you shouldn't have to, but occasionally things slip through)



We are also about to introduce new functions into the business to assist with precisely this sort of thing, as well as new technology.

 

[Ho3n3r]

As can be seen in the thread, it is not something widespread nor are we able to replicate it on our end (same routing, same backbone, same accounts as you guys). There is certainly an escalation process that involves IS, but so far no common denominator, let alone replication has been had. That doesn't mean investigations have stopped. It just means we need to broaden our search and start to look elsewhere.

However, and I cannot stress this enough, it is NB to report to support when the issue arises. Below is a percentage breakdown of today's tickets which we monitor by geographic distribution as well as product and a host of other factors, that allows us to very quickly identify anomalies coming from the support desk that as management we need to be looking at and addressing proactively. If the data is not here it makes it very difficult for our staff to escalate and for us as management to ID it other than the occasional post on Mybroadband that has absolutely ZERO identification for us to do anything at all with. So please report it, and if not resolved, do so again if need be (you shouldn't have to, but occasionally things slip through)

View attachment 392372

We are also about to introduce new functions into the business to assist with precisely this sort of thing, as well as new technology.

I have reported it numerous times, and this morning Support Warrior escalated it again (that wasn't my request, but I appreciate it nonetheless).

The first time I reported it, was 21 September. I know it's not on CW's side, but I'm getting tired of having to explain the issues from scratch to a new person every day, and then to explain to them that I have already done every test they're requesting from me 10 or 20 times already. I've probably run WinMTR on my PC for longer than any other app on my PC since the 21st - not to mention PingPlotter, CMD(ping) and speedtest.

So forgive me if I'm getting impatient. It's not directed at CW, but you're the only guys listening at the moment.

 

[CataclysmZA]

Guys, I can't wait for the XTTH rollout to begin. It's going to be balls-to-the-walls insane, and it's a really aggressive rollout. No WISP that I know, or have ever worked for, is using this kind of strategy.

 

[Mephisto_Helix]

I have reported it numerous times, and this morning Support Warrior escalated it again (that wasn't my request, but I appreciate it nonetheless).

The first time I reported it, was 21 September. I know it's not on CW's side, but I'm getting tired of having to explain the issues from scratch to a new person every day, and then to explain to them that I have already done every test they're requesting from me 10 or 20 times already. I've probably run WinMTR on my PC for longer than any other app on my PC since the 21st - not to mention PingPlotter, CMD(ping) and speedtest.

So forgive me if I'm getting impatient. It's not directed at CW, but you're the only guys listening at the moment.

The reason I'm getting irritated when it happens too ...... too many from scratch situations is getting me over reporting it. This crops up every now and then with IS and it seems CT sees the least of it which is probably why it's a drawn out thing.

 

[Hectic]

@Crystalweb

Is there a way to split Fibre and ADSL notices?

I keep on getting Fibre maintenance notifications via email, SMS and Twitter.

Great service, but a pita if you are not a Fibre customer.

 

[Crystal Web Management]

Yes we are working on that one as well. I can say it is towards the bottom of the list of things to do, but is there nonetheless and will be introduced so you can actually just subscribe to your specific area, in fact.

 

[MarkS]

Has anyone actually pinpointed the packet loss/latency issues we are suffering, to IS for a fact, or is it still pure speculation? And if it is in fact an issue with IS, how will they be approached to address this?

Either way, I'm paying R818 a month for a service that has been unusable for gaming for the last 9 days, and I know it's not CW's fault, per se, but I'm getting really tired of it.

Telkom was here and couldn't find any faults, stats are 100%.

Also a question: if you have both your line and your data account with CW, but you use a Telkom test account to test, are you still on the IS backbone since the line is still with CW? I assume not.

I am having the exact same issues for almost the exact same amount of time and pretty much only in the evenings in Cape Town but on Web Africa who also use IS. Yet I switch to a trial Axxess account and the problem goes away. Still need to try CW when it happens though.

 

[MarkS]

Has anyone actually pinpointed the packet loss/latency issues we are suffering, to IS for a fact, or is it still pure speculation? And if it is in fact an issue with IS, how will they be approached to address this?

Either way, I'm paying R818 a month for a service that has been unusable for gaming for the last 9 days, and I know it's not CW's fault, per se, but I'm getting really tired of it.

Telkom was here and couldn't find any faults, stats are 100%.

Also a question: if you have both your line and your data account with CW, but you use a Telkom test account to test, are you still on the IS backbone since the line is still with CW? I assume not.

I am having the exact same issues for almost the exact same amount of time and pretty much only in the evenings in Cape Town but on Web Africa who also use IS. Yet I switch to a trial Axxess account and the problem goes away. Still need to try CW when it happens though.

 

[snail112]

Guys, I can't wait for the XTTH rollout to begin. It's going to be balls-to-the-walls insane, and it's a really aggressive rollout. No WISP that I know, or have ever worked for, is using this kind of strategy.

It would have been kinda nice to get that promised email entailing the details regarding this mythical XTTH thinga-ma-bob rollout thingy to know the details to bug the neighbours to enlist with CW to make it happen........:erm::wtf:

 

[Sinbad]

It would have been kinda nice to get that promised email entailing the details regarding this mythical XTTH thinga-ma-bob rollout thingy to know the details to bug the neighbours to enlist with CW to make it happen........:erm::wtf:

Partly my fault. I've been camped outside DJ's driveway with pitchforks yelling about fibre performance and threatening to upset his neighbours


(Not really, but i know that between the vuma/is/CW issues and the ongoing hack stuff, there aren't enough hours in the day)

 

[snail112]

Partly my fault. I've been camped outside DJ's driveway with pitchforks yelling about fibre performance and threatening to upset his neighbours


(Not really, but i know that between the vuma/is/CW issues and the ongoing hack stuff, there aren't enough hours in the day)

I know it was de-prioritised, due to the asswipes that hacked something CW again but still.....

 

[Bryn]

Just tried reverting to my CW account to find that the (new) password does not work. I must have been issued with yet another one as part of some batch processing or something. And as usual, I don't get notified about it or sent the new password. Sigh.

Edit: My usage email this morning did not list my data allocation as 500GB. I thought the new data, prices and 6pm uncapped was effective from October?