Crystal Web ADSL performance feedback thread Part 3...

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DJ... said:
Unfortunately that's a straight up exchange problem. If your line is migrated to us we can try to assist. Otherwise you'll need to contact Telkom directly...
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Yes i am aware that this is an exchange issue :(
I have contacted Telkom but they could'nt really help and wanted to know if there is anything that could be done on your end, as my line has already been migrated to CW.
 
wickwack0 said:
Yes i am aware that this is an exchange issue :(
I have contacted Telkom but they could'nt really help and wanted to know if there is anything that could be done on your end, as my line has already been migrated to CW.
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Then hop on chat and ask for the Jedi. He's around tonight still. He can see what can be done further. Cannot make any promises though as congestion is not something any ISP can fix...
 
wickwack0 said:
Yes i am aware that this is an exchange issue :(
I have contacted Telkom but they could'nt really help and wanted to know if there is anything that could be done on your end, as my line has already been migrated to CW.
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Could you PM me your line number so I may take a look and see what is causing the congestion at the exchange.
 
DJ... said:
Hi Chris. That portal is deprecated now. We're sending daily usage stats in the interim until the new versions are released. If you're not getting them, just chat with an agent on live chat...
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Ah, I missed that... where is live chat, cant find it?
 
Hi CW

Whats going on with your usage portal, seems like its died??? This is what i see: 0gb usage so far this month

Last updated: 31st July 2015 at 11:48 PM
 
rakabos3 said:
Hi CW

Whats going on with your usage portal, seems like its died??? This is what i see: 0gb usage so far this month

Last updated: 31st July 2015 at 11:48 PM
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Yea. They are working on rolling out new portals with more functionality.

What you can do is go on live chat and ask that they enable daily usage mail logs for your account in the interim.
 
I won't go that far. They have actually improved the home capped accounts tremendously by moving the profiles to their own control.

I do think they could have communicated the portal downtime via a mass mail to all affected clients.
 
rakabos3 said:
CW = Circusweb of late
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Ouch. That's a bit harsh. We're sending out the daily usage mails, have a new centralised portal for everyone in testing which is far better than the old one, have increased the overall quality of the products, and are giving capped customers some extra bandwidth as well to apologise for any inconvenience for the portal issue.
 
DJ... said:
Ouch. That's a bit harsh. We're sending out the daily usage mails, have a new centralised portal for everyone in testing which is far better than the old one, have increased the overall quality of the products, and are giving capped customers some extra bandwidth as well to apologise for any inconvenience for the portal issue.
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Well i had no communication on the portal issue, i do not get daily usage mails (i have requested it twice before), so yeah dunno what else to say.
 
Orihalcon said:
I do think they could have communicated the portal downtime via a mass mail to all affected clients.
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Agreed, but in moving to the new portal system we're also moving into a new method of categorising our customer base and sending mails and notifications, which made sending this prior to the move of the profiles difficult as there was no way to guarantee we weren't sending to unaffected or cancelled customers. I've got guys quite literally manually capturing and checking this data. We've had to do this for various reasons but overall it's for the best. I sincerely wanted to communicate this by email but I weighed up the options and made the call not to instead.

What I will do however is add something to the portal links and network notices for this instead.
 
rakabos3 said:
Well i had no communication on the portal issue, i do not get daily usage mails (i have requested it twice before), so yeah dunno what else to say.
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You can request it from an agent on live chat and it will be configured and setup correctly for you.
 
DJ... said:
Agreed, but in moving to the new portal system we're also moving into a new method of categorising our customer base and sending mails and notifications, which made sending this prior to the move of the profiles difficult as there was no way to guarantee we weren't sending to unaffected or cancelled customers. I've got guys quite literally manually capturing and checking this data. We've had to do this for various reasons but overall it's for the best. I sincerely wanted to communicate this by email but I weighed up the options and made the call not to instead.

What I will do however is add something to the portal links and network notices for this instead.
Click to expand...

Word of advice

In the world of IT, when you are engaging your tech savvy customers there are a few words you should never ever use:
- manual
- workaround
- hardcoding
etc.
 
rakabos3 said:
Word of advice

In the world of IT, when you are engaging your tech savvy customers there are a few words you should never ever use:
- manual
- workaround
- hardcoding
etc.
Click to expand...
Then I'd be lying to you which is not on. Reality is that we're manually reconciling data for our notifications system to ensure that it's correct. If I told you any different I'd be lying and if I didn't explain that, I'd be evasive and unclear...
 
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