Crystal Web ADSL performance feedback thread Part 3...

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DJ... said:
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...
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It not working on my registered email and I've been a customer for 6 months now.
 
m3h said:
It not working on my registered email and I've been a customer for 6 months now.
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Just log that with support so that I can try to get it fixed up for you. They'll escalate it and send the details to me directly...
 
SHVAK said:
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.
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I streamed Netflix on a 4mb line last night at full 1080p with my 100GB package...
 
Will the Internet Solutions connectivity services price increase have an impact on the CrystalWeb packages?
 
kripstoe said:
Will the Internet Solutions connectivity services price increase have an impact on the CrystalWeb packages?
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Our relationship with IS is not one of a traditional reseller. We do not resell IS packages, nor do we buy GBs. We operate our own network independent of that, and therefore price changes are a matter of contract. In this instance, although certain important costs are increasing, we at this stage expect to absorb these on your behalf and do not expect to increase pricing. However any pricing changes, if they were to happen, would be communicated formally...
 
DJ... said:
Our relationship with IS is not one of a traditional reseller. We do not resell IS packages, nor do we buy GBs. We operate our own network independent of that, and therefore price changes are a matter of contract. In this instance, although certain important costs are increasing, we at this stage expect to absorb these on your behalf and do not expect to increase pricing. However any pricing changes, if they were to happen, would be communicated formally...
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Thanks for clarifying. :) Contemplating upgrading my current package, but obviously need to consider value/cost and possible increases will impact my decision.
 
kripstoe said:
Thanks for clarifying. :) Contemplating upgrading my current package, but obviously need to consider value/cost and possible increases will impact my decision.
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We have been aware of the potential cost increases, and we are prepared to absorb as much as we can without increasing any pricing. There is no planned price increase as we stand, even in light of the IS communication (that should not have been published IMHO)...
 
I lost all international connectivity for about five minutes just now. Did you guys pick up on any errors?
 
CataclysmZA said:
I lost all international connectivity for about five minutes just now. Did you guys pick up on any errors?
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I'm out at the moment but not seeing any alerts on my side for this. VPN'd in quick to the office and not seeing any international issues. Still a problem your side?
 
DJ... said:
I'm out at the moment but not seeing any alerts on my side for this. VPN'd in quick to the office and not seeing any international issues. Still a problem your side?
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I wanted to check for external issues first. Seems to be that my D-Link router was dying. Luckily I have a spare.

Edit: Seems to have been fixed with the router swap. That was lucky!
 
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Absolutely no idea. We're all truly gutted and they make no sense to us considering past ratings; considering that we operate (and have for some time) the network uncontended; considering that we have the most qualified and fastest support by a country-mile. I don't know.

But thank you for voting. I see the vote split per criteria hasn't been provided this year so there's no information we can use to ascertain where we're supposedly failing anyone. Considering the rating is as low as when we had network issues and is as low as other ISPs when they've had major issues, we're rather baffled.

Nonetheless, we'll continue to offer live chat that is answered in under 30 seconds; that has 96% satisfaction rating; a ticket desk that operates on the below stats (which includes the midnight to 7am the support desk is closed so skews results a bit); and a network that operates uncontended for as long as we can continue to do as such.

7 day ticket stats:

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7 day chat stats:

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Didn't even know there was a survey but my experience is still good so wouldn't have been negative in any way.
 
Is it possible to get the number of votes cast for each ISP from mybroadband? I'm 100% sure the survey was manipulated. Somebody must have fired some bots up and went to town. I haven't noticed anything in these surveys that guarantees each vote is from a unique person. Even IP addresses can be changed.

DJ, how about you send out a similar survey to just Crystalweb clients and we see the truth?
 
Yea...

When I read those I was quite a bit shocked. No lies.

Conclusions:

1 - People just did not take the time to vote due to not being aware of it or not caring
2 - People voting down other ISPs

Honestly there is no way in hell CW is 5th in this country with the level of service and quality.

Just have to look at how quiet this thread is on complaints compared to others.

Some prime BS happening here.
 
Yup. All the credibility to be expected from myBB when it comes to CW.
 
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