have been doing that on a MS Surface pro and MacBook since 9am ... the only 2 options in the bottom right were ticket system and general help. I see the live chat option is now magically available. It most certainly was not there earlier. Please look into my issue reported above many thanks !
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Crystal Web ADSL performance feedback thread Part 3...
- Thread starter Crystal Web Support
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have been doing that on a MS Surface pro and MacBook since 9am ... the only 2 options in the bottom right were ticket system and general help. I see the live chat option is now magically available. It most certainly was not there earlier. Please look into my issue reported above many thanks !
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Could you hop onto live chat now so I can assist you?
Not at home right now but the images I posted are self explanatory ?
So the issue has been found - capped within 8 days of August.
Apparently a data roll over problem but support say I've still used 70gb in 8 days and have 50gb left.
I suspect Windows 10's new update feature that shares your data with other Win 10 users P2P style is the culprit.
I've turned it off and will continue to monitor.
mugikhan
Senior Member
No support on a Sunday? Still having issues with ping in Dota 2 and it is most certainly crystalweb because as soon as i try with afrihost free 1gb it goes down to normal ping...Did not expect this from crystalweb, looks like Im going to have to move again...
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Support Operating hours on weekends are between 8am - 5pm and always have been.
We are not seeing any issues on the network whatsoever, in fact everything is running absolutely beautifully, never seen the network run this well before.
Please PM me your Username so I can take a look and investigate further.
mugikhan
Senior Member
Sent the PM and I have been having this issue all week, sent in plenty of tests but hey ISP has to blame line if they can't fix it? In the process of transferring my line to you because apparently that would help...
DuckKnuckle
Expert Member
Seems Crystal Web has removed the chat option from their site?
I set up a debit order which came off successfully on July 2nd, but now you fail to deduct for August?
I set up a debit order which came off successfully on July 2nd, but now you fail to deduct for August?
NeoNarchy
Senior Member
Got a mail saying I didn't make a payment, but i haz snapscan proof of payment, Support on page seems to be offline. Contact me please #crystalwebsupport
Live chat isn't typically available today on a public holiday as we operate on skeleton staff on these days.
WRT payments:
The reminder email provides you with a link that you can use to update the payment information. Often there are payments made where the reference used cannot be reconciled so we need the information updated so we can manually reconcile the payment properly.
The debit order one is odd. For billing queries just pop a mail to billing to assist. Live chat is used by technical support staff so them trying to fix billing issues creates problems. They do liaise with billing for you, but it just creates a middle man problem.
Luckily as the new portals go up all of this complexity is substantially eliminated...
DuckKnuckle
Expert Member
Thanks DJ.
I cut a ticket so now I just need to wait. I don't want to go ahead and EFT my payment and then have it debited in a few days.
Debit order batches processed on the 1st and 3rd of this month. If it hasn't gone off your account there may have been an issue loading the debit order successfully. Unfortunately this is processed by Bankserv in SA and they dictate this to us, so any errors we pretty much have our hands tied. My suggestion is if it hasn't gone off then make the EFT and update the payment link. I haven't yet authorised any more debit batches for this month. Failures we have to process manually via 4 steps and incur charges to us, so just as an FYI please ensure that the information submitted is 100% correct to avoid failed debit order penalties. If it went off successfully before though it may be an admin error on our end which we can rectify for next month for you...
Same here. Ridiculous.
NeoNarchy
Senior Member
I tried the web link in the mail but it seems to want to do another payment for this month. I made a payment & used the inv number as reference. I can send the payment screenshot from snap-scan.
There are occasions when a payment with an invoice number can be delayed on recon. It's quite a mission we've been working with the devs on which should be sorted with the single portal deployment...
Agreed. Did you use the inv number as a reference? SnapScan unfortunately do a single payment batch to our account and we have to manually reconcile from their back office. It's too clumsy, so we have a far better solution which is soon deploying...
DuckKnuckle
Expert Member
Okay cool made the EFT payment.
Will wait for billing to come online tomorrow (I'm working so I forgot that today is a public holiday) and we can sort out the debit issue.
Thanks
NeoNarchy
Senior Member
Pm me your email i will send the screenshot btw my usage tracker is on 0 atm not data showing
Send it off to billing @ Crystalweb . Co . Za
The teams there will fix up for you.
Usage tracker is now deprovisioned as we prep to deploy the new portal. You should be getting usage mails and notifications when you hit 75%, 90%, and 95% of your cap (if on capped). If not someone on support can ensure you're moved on to the notification system...
Yes I did use the INV number
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