Crystal Web ADSL performance feedback thread Part 3...

[Orihalcon]

Hi guys

Wasn't really sure where to post this but here goes:

Basically my internet drops very frequently and the only way to bring it back up is to make a call off the landline, have any of you had that issue? My first thought is that this is probably a Telkom issue but we had a technician in the other day and they replaced the phone cable completely.

The disconnects every night are a little annoying because it makes it impossible to make use of the unlimited downloads between midnight and 6am.

Any advice would be much appreciated.

That is pretty weird. Does your router show any logs of these disconnects? Have you tried connecting with another ISP account to see if the same happens.

 

[Calv]

That is pretty weird. Does your router show any logs of these disconnects? Have you tried connecting with another ISP account to see if the same happens.

Strange right? I haven't found anyone else who has had this issue.. I haven't tried to find these logs, I have a TP Link N300, any idea where I might find them? I had OW as an ISP before moving to CW recently and had the same issue while I was with them.

 

[Orihalcon]

Strange right? I haven't found anyone else who has had this issue.. I haven't tried to find these logs, I have a TP Link N300, any idea where I might find them? I had OW as an ISP before moving to CW recently and had the same issue while I was with them.

If you log into the router it SHOULD be on the left hand side under the system menu object.

At least that is where mine are on my TP-Link WDR4300

 

[DJ...]

That's a line related issue. Talk to our support guys, they can help you diagnose it. We're not like your previous ISP. We have actual, working support, who are clued up. Sounds to me like you need to remove the filter on the line and test like that over the weekend. Your analogue phone line won't work during that time but it will help to identify the problem. My guess is the filter needs to be replaced there as it sounds like it's not splitting analogue and digital correctly, which is why making an analogue call helps the digital DSL line to work again...

 

[Calv]

That's a line related issue. Talk to our support guys, they can help you diagnose it. We're not like your previous ISP. We have actual, working support, who are clued up. Sounds to me like you need to remove the filter on the line and test like that over the weekend. Your analogue phone line won't work during that time but it will help to identify the problem. My guess is the filter needs to be replaced there as it sounds like it's not splitting analogue and digital correctly, which is why making an analogue call helps the digital DSL line to work again...

Oh they were a special kind of useless I won't argue that! but that sounds good, I will just contact the guys on your site and tell them what you told me?

 

[DJ...]

Absolutely, they're always there to help. Show them what I posted as well, as I do suspect that your filter has a possible problem...

 

[RunningFromFat]

Currently have to watch twitch on my Afrihost free account. Works perfect on medium quality!

Anyone else having issues watching twitch? I'm on the 4mb streaming account but have to watch twitch on mobile quality. Youtube works fine though, why do Crystalweb not like twitch? It's the only reason I bought the account.

EDIT: Yesterday afternoon speed tests were giving me 1MB, till later that evening. Shaped much?

 

[DJ...]

Currently have to watch twitch on my Afrihost free account. Works perfect on medium quality!

Anyone else having issues watching twitch? I'm on the 4mb streaming account but have to watch twitch on mobile quality. Youtube works fine though, why do Crystalweb not like twitch? It's the only reason I bought the account.

EDIT: Yesterday afternoon speed tests were giving me 1MB, till later that evening. Shaped much?

Yesterday afternoon we were running on significant spare capacity - not a single account was even contending let alone any protocols shaped. Did you have a chat with support when you noticed the issue at all?

 

[Julian2]

... Sounds to me like you need to remove the filter on the line and test like that over the weekend. Your analogue phone line won't work during that time but it will help to identify the problem. My guess is the filter needs to be replaced there as it sounds like it's not splitting analogue and digital correctly, which is why making an analogue call helps the digital DSL line to work again...

Out of interest, does that mean that if I don't have an analogue phone plugged in at all (my telephone line is only there for ADSL) then I don't need to bother with the splitter and can plug my modem cable straight into the Telkom jack? Is there anything to be gained by that? From a fewer-things-to-fail perspective and elegant-simplicity perspective ditching the filter seems appealing. Are there any downsides? Might an incoming call (which in my case would be guaranteed to be a wrong number) cause the ADSL connection to drop if a filter isn't in place?

- Julian

 

[DJ...]

My suggestion, without getting into the minutiae of details, if you have a working splitter, and everything is working, leave it as is...

 

[profeet]

@DJ...

Please have a look at the pm I've sent you.

Thanks!

 

[SHVAK]

Just need to know, I have a 100gig capped account with Crystalweb and between 4pm and 11pm Netflix buffers constantly even when I set it to standard resolution and not HD. I would understand if I was on uncapped but this is a capped account I am just wondering how the hell theses guys were voted the best ISP?
4mb line, capped home account and I am throttled to hell and back. I really want some rep from their company to explain what I am paying for. It certainly is not for great service or high line speeds. So why sell a product you know cannot do the job? I could have a 10mbps line and still be buffered. It is clear you are throttling the Netflix protocol.

 

[Orihalcon]

Yea...no. Please don't jump to conclusions without providing some test results that supports your supposition that CW is the weak link.

Case in point I streamed live Twich, YT and NetFlix tonight without any problems. And I was gaming internationally with great ping.


Did you contact support? Did you troubleshoot? Run traces? Tried with alt accounts? Etc. All these things help narrow down the cause.


And I'll bet dollars to donuts that the issue wasn't CW because if they DID shape netflix a hell of a lot of people would come post here. You just have to look at how quiet this thread is to see how solid the ISP is.

 

[SHVAK]

Local Tracert

Tracing route to news24.co.za [41.86.110.143]
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms 192.168.1.1
2 * * * Request timed out.
3 13 ms 14 ms 13 ms 196.38.74.246
4 14 ms 14 ms 13 ms cdsl3-umh-gi0-0-0-3102.ip.isnet.net [196.38.74.245]
5 13 ms 13 ms 13 ms 196.26.210.212
6 13 ms 13 ms 12 ms mi-za-umh-p8-ten-0-0-1-1.ip.isnet.net [168.209.93.204]
7 39 ms 39 ms 37 ms mi-za-cpt-p7-ten-0-0-1-1-147.ip.isnet.net [168.209.0.25]
8 43 ms 43 ms 43 ms 168.209.2.131
9 39 ms 38 ms 38 ms mweb.cinx.net.za [196.223.22.32]
10 43 ms 39 ms 39 ms te0-7-0-3.cpt-p-2.optinet.net [197.84.7.2]
11 44 ms 44 ms 43 ms vl12.cpt-hscore-2.optinet.net [197.84.5.254]
12 46 ms 44 ms 43 ms vp-02-14.bb.ctn.c27.za.net [196.28.178.70]
13 45 ms 45 ms 44 ms gig5-2-cpt-opt-65-1.optinet.net [196.41.133.166]
14 39 ms 38 ms 38 ms OPTI-CPT-N1-Hosting.optinet.net [197.84.196.6]
15 39 ms 40 ms 39 ms 197-84-208-146.cpt.mweb.co.za [197.84.208.146]
16 39 ms 39 ms 39 ms 41-86-110-143.mweb.co.za [41.86.110.143]

Trace complete.

International Tracert

Tracing route to thinkbroadband.com [80.249.99.130]
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms 192.168.1.1
2 * * * Request timed out.
3 13 ms 14 ms 12 ms 196.38.74.246
4 13 ms 14 ms 13 ms cdsl3-umh-gi0-0-0-3102.ip.isnet.net [196.38.74.245]
5 14 ms 13 ms 13 ms 196.26.210.212
6 13 ms 13 ms 13 ms mi-za-umh-p8-ten-0-0-1-1.ip.isnet.net [168.209.93.204]
7 193 ms 184 ms 183 ms core2b-dock-pos-0-3-4-1.ip.isnet.net [168.209.0.27]
8 188 ms 188 ms 188 ms linx-gw2.thdo.ncuk.net [195.66.236.240]
9 184 ms 184 ms 184 ms te1-1-1-31.core-rs2.thdo.ncuk.net [80.249.97.85]
10 182 ms 182 ms 182 ms www.thinkbroadband.com [80.249.99.130]

Trace complete.

International Speedtest

Local Speedtest
Downloaded 15.6 megabytes in 40 seconds. (396.68 KB/s)




Test End Timestamp
Mon 02/01/2016 23:41:28.24

 

[SHVAK]

I have no complaints about gaming etc, just streaming Netflix. Maybe I am missing something in the trace? I will contact support tomorrow. I just felt like venting

 

[DJ...]

I have no complaints about gaming etc, just streaming Netflix. Maybe I am missing something in the trace? I will contact support tomorrow. I just felt like venting

Not sure what this is in reference to, but Netflix is operating at perfect quality and we even source the content locally these days.

If you're using a DNS for international Netflix, my suggestion is Unotelly. If you're using a VPN, I would really suggest a DNS service instead to reduce the number of possible links in the Netflix connection; to reduce the latency; to ensure the content sources locally; and to ensure that we can classify the traffic (a VPN means we as the ISP cannot know what traffic it is either - masking streaming in here is the equivalent of shooting yourself in the foot).

From our side all Netflix traffic appears 100% normal and there are no hassles - this was checked this evening and continues to be tested every evening...

 

[OMB]

I have no complaints about gaming etc, just streaming Netflix. Maybe I am missing something in the trace? I will contact support tomorrow. I just felt like venting

Well that's just silly when you haven't even bothered to contact support to deal the issue, doesn't reflect well on you

 

[SHVAK]

Well that's just silly when you haven't even bothered to contact support to deal the issue, doesn't reflect well on you

I have before, just not yesterday when I vented. It's a common reaction amongst us mortals.

 

[m3h]

I can't seem to log into the portal sign in thing. I'm on 4mb uncapped premium but I'd like to checkout my usage stats though. Can't find the web live chat on the homepage either. =/

 

[DJ...]

I can't seem to log into the portal sign in thing. I'm on 4mb uncapped premium but I'd like to checkout my usage stats though. Can't find the web live chat on the homepage either. =/

Live chat is available on the bottom right of every page. Portal login is your registered email and DSL password. If it's not working and your account is new, it may take up to 48 hours to automatically add you...