Crystal Web ADSL performance feedback thread Part 3...

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Julian2 said:
I don't like the sound of that. What is "network-freeze period"? Is it your own term for Telkom working very slowly due to holiday season or is it some official state they it put their network operation into when short staffed?

I'm trying to work out how optimistic I should be about Telkom getting me ADSL-enabled within the 7 days that they quoted when I placed the order on Tuesday. I have had some happenings on my line that seemed encouraging, the phone ringing once and the line dead when I picked it up which I had hoped was an engineer moving my line onto an ADSL port at the exchange but that's happened twice so far and still no sign of my modem being able to sync or my order status changing to completed. I signed up for my Crystalweb data package to go live tomorrow so I'm keeping my fingers crossed.

- Julian
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1. The network freeze period is an annual 2 week period where Telkom do high level maintenance and do not allow any new network installs to be commissioned and added into their network. This is NOT installs of DSL services to customers but where Telkom are increasing or upgrading their own network capacity. Typically your installation request will NOT be affected if it is to be done on an existing network.

2. In theory it should not interfere. New installations receive a high priority even if they are short staffed.
 
Thanks MickeyD - very interesting information. Telkom obviously want to start billing extra as soon as possible I suppose so prioritising new service connections does make sense but Ho3n3r might yet have the last laugh. Installation of the landline itself was fairly quick and efficient so maybe it'll be OK. We'll see.

- Julian
 
Question/feedback/request re billing systems...

The welcome email says that if paying by EFT the invoice number should be quoted in the reference field. I seem to remember many, many pages back in this thread that someone asked you (DJ) for help here because he had accidentally done his latest EFT payment and forgotten to update the invoice number from his last payment. Your answer was that it didn't really matter and that the payment would still get credited to the right account.

My question is, could I wilfully ignore the latest invoice number and always use the one from an earlier valid invoice as the reference field for my monthly EFT payment?

If the answer is no then I would really like to see an enhancement to the billing system where some stable identifier (account number? login ID?) could be put in the EFT reference field to identify payments. If the transaction field really does have to be updated for each monthly EFT payment it effectively makes it impossible to set up an automatic stop order to make payment which ideally is what I would like to do.

- Julian
 
Julian2 said:
Question/feedback/request re billing systems...

The welcome email says that if paying by EFT the invoice number should be quoted in the reference field. I seem to remember many, many pages back in this thread that someone asked you (DJ) for help here because he had accidentally done his latest EFT payment and forgotten to update the invoice number from his last payment. Your answer was that it didn't really matter and that the payment would still get credited to the right account.

My question is, could I wilfully ignore the latest invoice number and always use the one from an earlier valid invoice as the reference field for my monthly EFT payment?

If the answer is no then I would really like to see an enhancement to the billing system where some stable identifier (account number? login ID?) could be put in the EFT reference field to identify payments. If the transaction field really does have to be updated for each monthly EFT payment it effectively makes it impossible to set up an automatic stop order to make payment which ideally is what I would like to do.

- Julian
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You can use the earlier invoice number as a reference and it will be allocated without a hassle.

We are simplifying this to a single unique ID as well...
 
Is there a problem with the Crystalweb daily usage graph?
I get daily emails telling me what was used the day before but when I go on to the client zone and log in the graph shows zero usage since the 14th Dec. I'm on the Home Uncapped Premium package.
 
Yenolo said:
Is there a problem with the Crystalweb daily usage graph?
I get daily emails telling me what was used the day before but when I go on to the client zone and log in the graph shows zero usage since the 14th Dec. I'm on the Home Uncapped Premium package.
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Yes there is. We're busy with it at the moment. Will update once fixed...
 
Afternoon DJ...

Just thought I'd let you know that I found something interesting.

While my account is struggling to play Twitch and is basically a constant buffer - as well as twitch VOD playback - I got one of the CW test accounts and with that account Twitch works perfectly.

Odd?
 
Phinix said:
Afternoon DJ...

Just thought I'd let you know that I found something interesting.

While my account is struggling to play Twitch and is basically a constant buffer - as well as twitch VOD playback - I got one of the CW test accounts and with that account Twitch works perfectly.

Odd?
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We've made a ton of config changes to your specific account when we originally created it for you, and continued tweaking it. In your location right now there's not a single bit of shaping on any customer or account right now and your normal account has higher overall priority than the test accounts, so it strikes me as incredibly odd. Yours is a custom account so if there's anything we can fix up just PM me with some info...
 
DJ... said:
We've made a ton of config changes to your specific account when we originally created it for you, and continued tweaking it. In your location right now there's not a single bit of shaping on any customer or account right now and your normal account has higher overall priority than the test accounts, so it strikes me as incredibly odd. Yours is a custom account so if there's anything we can fix up just PM me with some info...
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Will send you a pm tomorrow then.
I can only figure that due to the amount of custom changes to it, that something is conflicting.
 
@DJ, how long does it take for a trial account to become active? I've received the login details per email but it's not working atm.
 
biometrics said:
@DJ, how long does it take for a trial account to become active? I've received the login details per email but it's not working atm.
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Activation for trial accounts is for tomorrow only on sign up, so will go live tomorrow at around 10am when the queue is processed...
 
"We also sent notices of each report and escalation so certainly kept you in the loop."

Bollocks

Never received any such feedback with regards to escalation.
 
jondood said:
"We also sent notices of each report and escalation so certainly kept you in the loop."

Bollocks

Never received any such feedback with regards to escalation.
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I've identified the issue here. In this instance the agent responsible copied your email into the fault reports incorrectly. The i and e were switched and it was not sending the fault reports out to you nor the updates. It was reported and escalated and the system shows it being updated to you but now that I've been able to investigate the root cause I see the SMTP failures on the back-end.

My apologies about this. It seems there was an admin problem. It's an easy fix for me to ensure that the email pushes into the system from our side rather than being manually inputted. The reason for it being manual is we had quite a few requests for alternate email addresses for these, but it clearly does cause an issue when not correctly added.

My apologies that you didn't receive the updates and I'm sorry to see you cancel as a result. Let me know if there is anything I can do to keep you happy with us...
 
DJ... said:
I've identified the issue here. In this instance the agent responsible copied your email into the fault reports incorrectly. The i and e were switched and it was not sending the fault reports out to you nor the updates. It was reported and escalated and the system shows it being updated to you but now that I've been able to investigate the root cause I see the SMTP failures on the back-end.

My apologies about this. It seems there was an admin problem. It's an easy fix for me to ensure that the email pushes into the system from our side rather than being manually inputted. The reason for it being manual is we had quite a few requests for alternate email addresses for these, but it clearly does cause an issue when not correctly added.

My apologies that you didn't receive the updates and I'm sorry to see you cancel as a result. Let me know if there is anything I can do to keep you happy with us...
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Thanks DJ...

Service from you has been great and thanks for explaining the issue from your guys side.

I honestly did not want to cancel so I will rescind it.

Regards

Jonathan


I will contact crystalweb directly and cancel my cancellation.
 
jondood said:
Thanks DJ...

Service from you has been great and thanks for explaining the issue from your guys side.

I honestly did not want to cancel so I will rescind it.

Regards

Jonathan


I will contact crystalweb directly and cancel my cancellation.
Click to expand...

This was an epic display of good support. I see that the Afrihost thread mentioned their reps are taking a weeks break off mybb, I think the CW reps deserve some time off too.
 
jondood said:
Thanks DJ...

Service from you has been great and thanks for explaining the issue from your guys side.

I honestly did not want to cancel so I will rescind it.

Regards

Jonathan


I will contact crystalweb directly and cancel my cancellation.
Click to expand...
Really happy to hear, Jonathan. Happy I could help and also happy that we can close up a possible admin problem on our end. Enjoy your holidays...
 
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