Crystal Web ADSL performance feedback thread Part 3...

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Crystal Web Support said:
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.
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I was able to get full speeds with my webafrica account... so I doubt it
 
Just wanted to say thank you to Micheal live support. His assistance now was top notch very friendly and helpful. a Feather in your cap.
 
I am based in Cape Town and switched over to Crystal Web at the beginning of June because the support (and line speed) at WA dropped to ridiculous levels in the last 5 months. It was a pity as I was a WA customer for 4 years. I signed up for a crystal web home capped account as it appeared to be the best suited for my needs. The live support has been really good but my home capped account has been really bad since it was activated on the 1st of June.

During the day and evening I would struggle to get anything over 2.5Mbps on my 20Mbps VDSL line. After midnight and with my test accounts from other ISP's I would get always get around 15-18Mbps so I knew it wasn't my line or equipment. The home capped account was slower than my 4Mbps line that got back in 2006. I patiently waited for the IPC upgrades but no joy when those upgrades went live. Since Saturday the 20th, my line has vastly improved and is now awesome. Not sure what has happened, it is almost like someone flipped a switch somewhere but I now get really decent speeds on my home capped account and I'm over the moon.

As luck would have it, at the end of last week I actually requested to be moved to a CW premium business account for July because I couldn't take the home capped account any more. It is quite a bit more pricey but I think i will try the account out next month and see how it goes, maybe I will switch back to home capped for August if it is not vastly superior.

Like I said in the beginning I have always been impressed with the CW support and I understand that these account are provided by IS so at least you are trying your best to satisfy your customers. Well done.
 
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25 June

Please CW lets hope the 25 June upgrade for CT will be as promised. crossed fingers.
 
thewusman said:
An update on this, thanks.
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The issue was that certain types of Gaming Downloads on our Premium Uncapped Accounts were not being shaped correctly according to the network demand at the time, therefore increasing load on the network and causing some issues during peak times.

The fix has gone in this morning and we've seen an improvement on the network so far.
 
Crystal Web Support said:
The issue was that certain types of Gaming Downloads on our Premium Uncapped Accounts were not being shaped correctly according to the network demand at the time, therefore increasing load on the network and causing some issues during peak times.

The fix has gone in this morning and we've seen an improvement on the network so far.
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Ok thanks. So this helps home capped customers then by decreasing overall network demand during peak times as a result of curtailing the game downloads from uncapped accounts ?
 
Crystal Web Support said:
The issue was that certain types of Gaming Downloads on our Premium Uncapped Accounts were not being shaped correctly according to the network demand at the time, therefore increasing load on the network and causing some issues during peak times.

The fix has gone in this morning and we've seen an improvement on the network so far.
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Any details on which game downloads were causing this?
 
Gambit said:
As luck would have it, at the end of last week I actually requested to be moved to a CW premium business account for July because I couldn't take the home capped account any more. It is quite a bit more pricey but I think i will try the account out next month and see how it goes, maybe I will switch back to home capped for August if it is not vastly superior.
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It's a really great account, and has been performing amazingly ever since the upgrades happened. You won't regret it.
 
thewusman said:
Ok thanks. So this helps home capped customers then by decreasing overall network demand during peak times as a result of curtailing the game downloads from uncapped accounts ?
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Home capped runs on a different pipe, As far I know, No changes have been made on that pipe.

Masataka said:
Any details on which game downloads were causing this?
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I'm not exactly sure, Management would need to confirm that on here.
 
Crystal Web Support said:
The issue was that certain types of Gaming Downloads on our Premium Uncapped Accounts were not being shaped correctly according to the network demand at the time, therefore increasing load on the network and causing some issues during peak times.

The fix has gone in this morning and we've seen an improvement on the network so far.
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was this related to Steam downloads?

I noticed steam would update at full speed during the day.
 
avr-rulez said:
... so basically nothing has been done for Home Capped....
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We've seen that Home Capped has been performing well over the past few days. If you could hop onto live chat so our guys could run some tests with you so we can isolate the issue.
 
avr-rulez said:
... so basically nothing has been done for Home Capped....
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Home capped accounts shaping issues were resolved, thus possibly providing additional bandwidth for other protocols/services to capped accounts, and at the same time limiting them on some protocols/services.

So if you purely used that data (I think its steam downloads, cant think of anything else that fits the bill), then you are going to feel the pinch compared to somebody who doesnt download game content, and streams/browses instead. If you do both, its 6 of one half dozen of another.
 
Crystal Web Support said:
We've seen that Home Capped has been performing well over the past few days. If you could hop onto live chat so our guys could run some tests with you so we can isolate the issue.
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I disagree.

YouTube right now is shaped at 10% of my 40mb line.

Cannot watch HD videos.

Not cool. This is the same as last night.

I can almost guarantee that at 17:00 the speeds will increase.

If home capped is not fixed on June 25th I'm gone next month.

And this 10% shaping is on ALL services.

Speedtests are full speed and no issues on WinMTR's.

Can you confirm work is still being done on home capped accounts? Streaming should NEVER be shaped, much less the whole damn account.
 
Crystal Web Support said:
Home capped runs on a different pipe, As far I know, No changes have been made on that pipe.

I'm not exactly sure, Management would need to confirm that on here.
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This goes back to my comment 2 pages ago (which seems to have been ignored). First line support here and on the website need to be better informed of things going on the background to avoid it seeming like an issue of a lack of transparency.

Orihalcon said:
I disagree.

YouTube right now is shaped at 10% of my 40mb line.

Cannot watch HD videos.

Not cool. This is the same as last night.

I can almost guarantee that at 17:00 the speeds will increase.

If home capped is not fixed on June 25th I'm gone next month.

And this 10% shaping is on ALL services.

Speedtests are full speed and no issues on WinMTR's.

Can you confirm work is still being done on home capped accounts? Streaming should NEVER be shaped, much less the whole damn account.
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That's pretty scarey. That is essentially why I eventually left the likes of Openweb.
 
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