Crystal Web ADSL performance feedback thread Part 3...

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I'm jumping ship, got billed for 40Mb/s VDSL and 250GB capped while my connection is 20Mb/s VDSL and 150Gb capped since October 1. And support/live chat has become as useless as WA and Afrihost. Moving Afrihost just because I can :
1: Upgrade/downgrade/change on the portal anytime.
2: Pay less for the same crappy service
 
ghostim said:
I'm jumping ship, got billed for 40Mb/s VDSL and 250GB capped while my connection is 20Mb/s VDSL and 150Gb capped since October 1. And support/live chat has become as useless as WA and Afrihost. Moving Afrihost just because I can :
1: Upgrade/downgrade/change on the portal anytime.
2: Pay less for the same crappy service
Click to expand...

This is concerning.

@Crystalweb Management, any comment?
 
ghostim said:
I'm jumping ship, got billed for 40Mb/s VDSL and 250GB capped while my connection is 20Mb/s VDSL and 150Gb capped since October 1. And support/live chat has become as useless as WA and Afrihost. Moving Afrihost just because I can :
1: Upgrade/downgrade/change on the portal anytime.
2: Pay less for the same crappy service
Click to expand...
So, by 'useless' you mean they won't refund you? Are unable to refund you? Are unable to explain how the billing snafu happened?
 
Pass the buck. I used to chat to support and do upgrade/downgrades etc and the person had no problem. Now the response is : Not our problem contact billing department. This a cut and paste from live chat:
(02:27:27 PM) Support Warrior: Billing department has its on procedures and we are tech support.
 
ghostim said:
Pass the buck. I used to chat to support and do upgrade/downgrades etc and the person had no problem. Now the response is : Not our problem contact billing department. This a cut and paste from live chat:
(02:27:27 PM) Support Warrior: Billing department has its on procedures and we are tech support.
Click to expand...

OK, but he has a point. And what did billing say?
 
These posts are very concerning. Since DJ left the forum everything has gone downhill.
 
Ho3n3r said:
OK, but he has a point. And what did billing say?
Click to expand...

The response from the tech guy should be to go and fetch someone from billing to help the customer there and then. Not pass the buck and tell the customer to sort it himself...
 
I can attest that billing queries are handled notoriously slow. Unfortunately true.

Still happy with CW myself...but can see why others would sour about this level of service compared to how it used to be.
 
Guys, in all fairness, it's the billing time so obviously queries will be answered slowly. I had a billing query a week ago and was answered within 6 hours. I changed my billing method at that time.
 
Bighit said:
Guys, in all fairness, it's the billing time so obviously queries will be answered slowly. I had a billing query a week ago and was answered within 6 hours. I changed my billing method at that time.
Click to expand...

Good point - one forgets that end/beginning of the month is hectic for billing departments
 
Bighit said:
Guys, in all fairness, it's the billing time so obviously queries will be answered slowly. I had a billing query a week ago and was answered within 6 hours. I changed my billing method at that time.
Click to expand...

Customer service is either good or bad. Don't care for excuses, they know when there will be more queries up to them to insure they have enough staff to deal with it...
 
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