Crystal Web ADSL performance feedback thread Part 3...

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throwaway420 said:
WA also down, do both of you guys use the same upstream provider?
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Yes. Internet Solutions.

Major outage as network cards have blown now twice, but are busy being replaced right this minute. Should be back up shortly. We are working with them directly on this and I'll be able to update you guys shortly on the status. For now we're banking on a worst case scenario of 1am but quite sure it will be back up sooner than that...
 
Should be coming back up over the next 10min for everyone.

Please reboot in 5min.

Once you are connected again, please power cycle your router (off for 10min from power entirely, then back on again)...
 
I experienced performance issues after midnight and sent an email, but no response.
Sent another -- still no response.

When I signed up a few months ago there was a pretty bland "stats" site. Now, no portal stats for weeks and the support links are 404.

Sent another email saying that I wanted to cancel and requesting timelines --not a peep from this either -- even after two weeks.

Now I get random disconnects -- like this evening (14/9/2015) at around 22H00 and again at 22H20. Router tells me that it is "authentication failures". Then tells me "PPP down". Cannot get hold of support peeps -- not even via "live chat" because of website 404s.

Comes up at 22H55 again -- for how long?

This is unacceptable and I am dying to cancel -- just cannot get hold of people!
 
infscrtyrisk said:
I experienced performance issues after midnight and sent an email, but no response.
Sent another -- still no response.

When I signed up a few months ago there was a pretty bland "stats" site. Now, no portal stats for weeks and the support links are 404.

Sent another email saying that I wanted to cancel and requesting timelines --not a peep from this either -- even after two weeks.

Now I get random disconnects -- like this evening (14/9/2015) at around 22H00 and again at 22H20. Router tells me that it is "authentication failures". Then tells me "PPP down". Cannot get hold of support peeps -- not even via "live chat" because of website 404s.

Comes up at 22H55 again -- for how long?

This is unacceptable and I am dying to cancel -- just cannot get hold of people!
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If you get 404s on our website for chat and support then something is very wrong with the configs, and is very much isolated to your account. It's certainly not an error on the site or with our networking side. If you can PM me a ticket number I can check this for you...
 
Dude please do me a favour and provide me with an email address of a *person* who can let me know what cancellation entails?
 
infscrtyrisk said:
Dude please do me a favour and provide me with an email address of a *person* who can let me know what cancellation entails?
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It's on website, and the help buttons as well (bottom right on each page), and on your welcome emails and invoices, and in the linked Ts and Cs on the site. But for future reference you can contact [email protected] or hop on live chat to talk to us directly at any point in time...
 
infscrtyrisk said:
I experienced performance issues after midnight and sent an email, but no response.
Sent another -- still no response.

When I signed up a few months ago there was a pretty bland "stats" site. Now, no portal stats for weeks and the support links are 404.

Sent another email saying that I wanted to cancel and requesting timelines --not a peep from this either -- even after two weeks.

Now I get random disconnects -- like this evening (14/9/2015) at around 22H00 and again at 22H20. Router tells me that it is "authentication failures". Then tells me "PPP down". Cannot get hold of support peeps -- not even via "live chat" because of website 404s.

Comes up at 22H55 again -- for how long?

This is unacceptable and I am dying to cancel -- just cannot get hold of people!
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You do know that it was a major fault at IS that caused not only CW but also other ISPs to lose connectivity?
 
infscrtyrisk said:
I have trieds -- they simply do not answer any emails...
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Could you advise when you sent an email(s) to us, our system should have sent you an email back with a ticket reference, you can provide that here so we can look at your ticket if it's on the system, Or you can go onto live chat, or you can give us a call.
 
infscrtyrisk said:
I have trieds -- they simply do not answer any emails...
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I am the CEO of Crystal Web, and the guys certainly do answer every mail. I run QA checks on this daily, as does our support manager and technical director. So if mails are not being responded to then it sounds as if they're either not being received by our systsmes (which ties in with the other problems you're having) or it's falling into some black hole on our side which I can identify and fix.

If you have a ticket number I can look into it for you internally. If you don't have a ticket number then it means no emails are being delivered to us (i.e. not successfully sent from your end) and is something we'd need to look at further...
 
Is the new portal live for everyone yet? Tried logging on with my email address and password, still not working
 
Paparazzi said:
Is the new portal live for everyone yet? Tried logging on with my email address and password, still not working
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Randomly tried it after last night's issues, and it somehow logged me in with the combination of my actual email address, and my ADSL password. Can't remember that I ever registered for the portal.
 
I'm guessing that IS is still experiencing problems? My internet keeps on saying it's connected, but there's not throughput on it.
 
Maelstrom said:
I'm guessing that IS is still experiencing problems? My internet keeps on saying it's connected, but there's not throughput on it.
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Was an issue at 08:30 but lasted a few seconds. Was not linked to last night's fried cards situation. A reboot should solve it if you're not back up, but everyone was auto-connected again...
 
Anyone who doesn't have a portal login, or for whom the portals are not working, just PM me your email address and ADSL username and I'll have it activated for you...
 
DJ... said:
Was an issue at 08:30 but lasted a few seconds. Was not linked to last night's fried cards situation. A reboot should solve it if you're not back up, but everyone was auto-connected again...
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Thanks, I'm reconnected now after a power cycle.
 
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