Crystal Web ADSL performance feedback thread Part 3...

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Hi Paul, pse can you check on my daughter's connection(see PM).

They joined CrystalWeb recently on my recommendation after having trouble with WA. It sounds as if their Telkom line is faulty but Telkom keep telling them it's been fixed. Do you have a connection at Telkom or please can you check if the line is actually the fault.

Their router was taken out by lightning last night :) :) :) :) - anyway, which router do you recommend they buy?

Thanks DJ, regards to Paul.
 
maumau said:
Hi Paul, pse can you check on my daughter's connection(see PM).

They joined CrystalWeb recently on my recommendation after having trouble with WA. It sounds as if their Telkom line is faulty but Telkom keep telling them it's been fixed. Do you have a connection at Telkom or please can you check if the line is actually the fault.

Their router was taken out by lightning last night :) :) :) :) - anyway, which router do you recommend they buy?

Thanks DJ, regards to Paul.
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Hi maumau,

Is their line migrated to Crystal Web?

With respect to routers, we do offer them on our website. For now I'd recommend the TP LINK range (W8980) which is simple and trustworthy.

I am on the road today until about 2am so expect intermittent or delayed responses from my side. Remember that support via our website is available...
 
Hi DJ, tks for responding. Yes, their line has been migrated to CW.

Appreciate your help when you get back and are able to follow up.
 
DJ... said:
I am on the road today until about 2am so expect intermittent or delayed responses from my side. Remember that support via our website is available...
Click to expand...

maumau said:
Hi DJ, tks for responding. Yes, their line has been migrated to CW.

Appreciate your help when you get back and are able to follow up.
Click to expand...

Excuse me for butting in maumau but, having followed this thread and the general way that Crystal Web and DJ work for many months, do take note of the closing words of DJ's last response: "Remember that support via our website is available...". I don't think that he means to go and read the FAQ and help articles, I think he means that he has support engineers sitting at their desks back at HQ who can be contacted via phone or instant message who can help you immediately.

DJ is the CEO of the company who takes an amazingly hands-on approach with customers but I really wouldn't let DJ become a bottleneck here. I would suggest contacting regular CW support channels and if you're not happy with the speed and efficiency with which they (hopefully) resolve your daughter's issues then unleash the DJ who seems extremely good at cracking heads together when necessary to get things moving but the chances are that won't be necessary and, due to DJ being off on his travels, you'll end up getting a faster resolution via regular support channels.

- Julian
 
Julian2 said:
Excuse me for butting in maumau but, having followed this thread and the general way that Crystal Web and DJ work for many months, do take note of the closing words of DJ's last response: "Remember that support via our website is available...". I don't think that he means to go and read the FAQ and help articles, I think he means that he has support engineers sitting at their desks back at HQ who can be contacted via phone or instant message who can help you immediately.

DJ is the CEO of the company who takes an amazingly hands-on approach with customers but I really wouldn't let DJ become a bottleneck here. I would suggest contacting regular CW support channels and if you're not happy with the speed and efficiency with which they (hopefully) resolve your daughter's issues then unleash the DJ who seems extremely good at cracking heads together when necessary to get things moving but the chances are that won't be necessary and, due to DJ being off on his travels, you'll end up getting a faster resolution via regular support channels.

- Julian
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Thank you Julian :)

I got his "hint" but without internet there's no such thing as "support via our website".

She has already spoken to somebody on the phone who was helpful but didn't solve the issue so I've tried to escalate to DJ.

Still hoping he'll help.
 
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Their internet's working, yippeeee. Thanks CW for sorting it out :)

The connection's a bit slow but she'll check that after the holidays.
 
Is there nobody available on live chat for support? My internet has been horrible since last night. NNTP works fine but loading webpages etc . is very intermittent. Pages will load only half way or not at all. Can't even access the network status on CW page.

I am using the default CW dns servers.
 
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Rohan said:
Is there nobody available on live chat for support? My internet has been horrible since last night. NNTP works fine but loading webpages etc . is very intermittent. Pages will load only half way or not at all. Can't even access the network status on CW page.

I am using the default CW dns servers.
Click to expand...

I dont have any problems with browsing, using unotelly dns
 
I changed the dns servers to google's servers and problem has gone away. Changed it back to CW and problem is back again. Going to leave it on the google one for now.
 
AFAIK Crystal Web uses Internet Solutions, and therefore by default Internet Solutions' DNS servers. They may be overloaded.

Try manually switching to Google's DNS servers as a temporary solution. (8.8.8.8 , 8.8.4.4)
 
Line is so slow I cant download a 2 mb file .
Very Slow Speeds Cant Do much . Browsing extremely slow
 
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The last couple of days I've been streaming live TV and had the stream cut out at midnight (give or take a minute or two). I restarted the stream OK both times but the midnight timing makes me suspicious due to the fact that is when the system cuts over to the unmetered midnight to 6:0am time slot.

I plan to do more tests to see if it's repeatable and to rule out issues with the streaming service but before I do, is there any known reason such as a side-effect of cutting over to unmetered data that might account for this issue? I'm on 4Mbps premium uncapped, probably upgrading to 8Mbps fairly soon.

- Julian
 
Rohan said:
I changed the dns servers to google's servers and problem has gone away. Changed it back to CW and problem is back again. Going to leave it on the google one for now.
Click to expand...

I've been using Google DNS since I got ADSL and it's worked fine for me. I see no reason to use the ISP's defaults.
 
Julian2 said:
The last couple of days I've been streaming live TV and had the stream cut out at midnight (give or take a minute or two). I restarted the stream OK both times but the midnight timing makes me suspicious due to the fact that is when the system cuts over to the unmetered midnight to 6:0am time slot.

I plan to do more tests to see if it's repeatable and to rule out issues with the streaming service but before I do, is there any known reason such as a side-effect of cutting over to unmetered data that might account for this issue? I'm on 4Mbps premium uncapped, probably upgrading to 8Mbps fairly soon.

- Julian
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It could also be the effect of everyone's schedulers kicking in at midnight. Leading to a spike as everyone's torrents and nzbs fire off.
 
Gboss said:
It could also be the effect of everyone's schedulers kicking in at midnight. Leading to a spike as everyone's torrents and nzbs fire off.
Click to expand...

Yeah. Good thought. I was pretty tired last night so didn't make it to midnight to see if it happened again. I'll try again tonight.

- Julian
 
Anyone here having issues with CSGO? Matches are extremely jittery with a lot of rubber banding. Not sure if it's a CSGO issue, their server issue or a CW issue.
 
ghostim said:
This is the more likely scenario. The unmetered data is not a change in the connection, just billed differently.
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It will be interesting to hear DJ's thoughts when he's back from his holiday. If it is an issue with a huge number of torrents etc kicking in simultaneously maybe CW could implement some sort of clever algorithms at midnight to in some way stagger the deluge. If that involved a bit of gradually decreasing throttling and/or shaping on torrents and other similar stuff for the 5 minutes or so after midnight in order to smooth out the spike I can't imagine that would really upset anyone too much.

Is it just me or has anyone else noticed network issues in the 2 or 3 minutes after midnight?

- Julian
 
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