Crystal Web ADSL performance feedback thread Part 3...

[MickeyD]

Have plenty of stuff running (including streaming the Liverpool game) and still get this on my 4Mbps account:

 

[maxum]

This is what my international looks like.
The beauty is that in response to my ticket, I'll likely be asked to run mtr's and get told it's my router or the exchange.

They need to switch me to a capped account asap.

 

[Orihalcon]

Int.

 

[new_in_za2]

Once again a ton of packet loss inside Internet Solutions' network:

 

[new_in_za2]

More Crystal Web unhappiness this morning. Unlike last night, the packet loss this time starts on the first visible hop.

 

[Bryn]

This is what my international looks like.
The beauty is that in response to my ticket, I'll likely be asked to run mtr's and get told it's my router or the exchange.

They need to switch me to a capped account asap.

You don't have to take screenshots of your speed tests. Just use the share button, and then select image. Then paste into the box that appears when you select image insert in these chat boxes.

Once again a ton of packet loss inside Internet Solutions' network:

More Crystal Web unhappiness this morning. Unlike last night, the packet loss this time starts on the first visible hop.

Do those tests not indicate serious exchange congestion? What do tests using other ISPs look like?

 

[snail112]

This is what my international looks like.
The beauty is that in response to my ticket, I'll likely be asked to run mtr's and get told it's my router or the exchange.

They need to switch me to a capped account asap.

It sounds like they appointed Open Web staff. Everything else are given the fault except the real issue.

Did you trouble shoot with a different router to eliminate it?

 

[new_in_za2]

Do those tests not indicate serious exchange congestion?

If Telkom exchanges can make packet loss appear 5-6 hops into Internet Solutions' network, then sure, that's what they indicate.

 

[Orihalcon]

If Telkom exchanges can make packet loss appear 5-6 hops into Internet Solutions' network, then sure, that's what they indicate.

As always a useful test is running the same traces - post router reboot - on main and test accounts.

If problem persists on one account only...then pretty certain it's that ISP at fault.

Then take results and log a fault.

 

[new_in_za2]

As always a useful test is running the same traces - post router reboot - on main and test accounts.

If problem persists on one account only...then pretty certain it's that ISP at fault.

Then take results and log a fault.

Yeah, no. Stupid cat and mouse games I have no patience for. I also have no patience for having to pay for two different ISPs in an effort to make the first one fix their mess. Crystal Web support is already in full on deflection mode anyway, so that won't help. Just about everyone has been reporting problems since the first of this month. While Crystal Web has acknowledged a few of the problems, most of everything else just gets blamed on Telkom. Playing the "blame Telkom" game got old a few years ago.

When I initially moved to Crystal Web I was happy because I had found an ISP that just worked, without any of the nonsense, unlike every other ISP I had tried. Unfortunately Crystal Web has now become another Afrihost with daily problems, daily "please run this traceroute" and daily non-fixing of actual problems.

So yeah, my patience with Crystal Web is running rather thing. I was 100% happy with Crystal Web a month ago, even with the price, and I wish Crystal Web would just roll back everything to before their announcements.

 

[Orihalcon]

This is why I do all the basic troubleshooting myself and save results.

When log into chat I type a quick summary of the issues, list the attached test data and ask for technical escalation. Quick and simple.

No sitting with support and whatnot. I'm not a ludite.

If I was you I'd do the same.

I'm sure my nagging support harassing gave them some idea that 100mb telkom profiles had a bug...so making them aware of an issue is worth it.

 

[Sinbad]

"just about everyone has been reporting problems" is a very broad statement to make.
How many customers does CW have, and how many of them are reporting problems?

I suggest you refrain from blatant slanderous untruths unless you can back them up with hard verifiable facts.

 

[Bryn]

If Telkom exchanges can make packet loss appear 5-6 hops into Internet Solutions' network, then sure, that's what they indicate.

Exchanges can do that. They will screw with your connection to any particular address.

Yeah, no. Stupid cat and mouse games I have no patience for. I also have no patience for having to pay for two different ISPs in an effort to make the first one fix their mess. Crystal Web support is already in full on deflection mode anyway, so that won't help. Just about everyone has been reporting problems since the first of this month. While Crystal Web has acknowledged a few of the problems, most of everything else just gets blamed on Telkom. Playing the "blame Telkom" game got old a few years ago.

When I initially moved to Crystal Web I was happy because I had found an ISP that just worked, without any of the nonsense, unlike every other ISP I had tried. Unfortunately Crystal Web has now become another Afrihost with daily problems, daily "please run this traceroute" and daily non-fixing of actual problems.

So yeah, my patience with Crystal Web is running rather thing. I was 100% happy with Crystal Web a month ago, even with the price, and I wish Crystal Web would just roll back everything to before their announcements.

It is insane to blame an ISP for Telkom network problems. You don't have to pay for multiple accounts. Afrihost and Web Africa will give you a permanent 1GB account for free. Just use those to test.

If you get mad at CW and behave unreasonably, there's not much they can do for you and no one on this forum will have any sympathy. But if you have confirmed that your issues only exist on CW's network, then you have them by the balls and everyone can bear witness to their failings.

 

[lestoran]

This is what my international looks like.
The beauty is that in response to my ticket, I'll likely be asked to run mtr's and get told it's my router or the exchange.

They need to switch me to a capped account asap.

Capped accounts are no better :-(

 

[lestoran]

Well that's it then. After being a very happy customer for a long time I'm leaving CrystalWeb.

As I said before: I was happy paying R799 for R325Gb of working internet. I'm not happy paying R379 for a "semi-uncapped" service that does not perform.

If I wanted Afrihost prices and was happy with Afrihost performance that's where I would have been.

Thanks for the great internet while it lasted...

 

[lestoran]

Yeah, no. Stupid cat and mouse games I have no patience for. I also have no patience for having to pay for two different ISPs in an effort to make the first one fix their mess. Crystal Web support is already in full on deflection mode anyway, so that won't help. Just about everyone has been reporting problems since the first of this month. While Crystal Web has acknowledged a few of the problems, most of everything else just gets blamed on Telkom. Playing the "blame Telkom" game got old a few years ago.

When I initially moved to Crystal Web I was happy because I had found an ISP that just worked, without any of the nonsense, unlike every other ISP I had tried. Unfortunately Crystal Web has now become another Afrihost with daily problems, daily "please run this traceroute" and daily non-fixing of actual problems.

So yeah, my patience with Crystal Web is running rather thing. I was 100% happy with Crystal Web a month ago, even with the price, and I wish Crystal Web would just roll back everything to before their announcements.

+ 1,000,000

I'm sure there's many of us who feel this way

 

[SauRoNZA]

It's utterly bizarre to me how it only affects some people.

I have not had a single drama in all of October.

 

[Ho3n3r]

It's utterly bizarre to me how it only affects some people.

I have not had a single drama in all of October.

Same. Well I had issues, but it was 100% Telkom related. And support at CW helped me all the time to escalate and re-escalate it.

 

[Surv0]

Ive had zero issues the entire time. Guys with faster lines may notice something that I dont though.

 

[AfricanTech]

Ive had zero issues the entire time. Guys with faster lines may notice something that I dont though.

Could be this - I'm on a nasty 'ol copper connection that only gives me a max of 9.1 anyway.

No issues at those speeds