Crystal Web ADSL performance feedback thread Part 3...

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Just want to give kudos here to CW for sorting out my billing query in addition to assisting me to migrate my fibre line to them.

Top class hassle free service right here folks.
 
Hi DJ and everyone else on here.
A few weeks ago I made a post with regards to an issue I was having with video streaming. After doing two port resets, I am still plagued with this issue. My connection speeds on YouTube never go above 400 Kbps and my p2p downloads have also taken a hit (I am subscribed to the 2mbps home basic option).
What is strange is that when I swap over to my free AH account and back to my CW account, my connection is fine for less than an hour and then back to the very same issue. Doing a WinMTR test, my pings to the CW exchange are all good without any strange anomalies.

DJ, if you can assist me I will highly appreciate it.
 
K4atos92 said:
Hi DJ and everyone else on here.
A few weeks ago I made a post with regards to an issue I was having with video streaming. After doing two port resets, I am still plagued with this issue. My connection speeds on YouTube never go above 400 Kbps and my p2p downloads have also taken a hit (I am subscribed to the 2mbps home basic option).
What is strange is that when I swap over to my free AH account and back to my CW account, my connection is fine for less than an hour and then back to the very same issue. Doing a WinMTR test, my pings to the CW exchange are all good without any strange anomalies.

DJ, if you can assist me I will highly appreciate it.
Click to expand...
If you keep the free trail accounts active do they show the same degradation?
 
K4atos92 said:
Hi DJ and everyone else on here.
A few weeks ago I made a post with regards to an issue I was having with video streaming. After doing two port resets, I am still plagued with this issue. My connection speeds on YouTube never go above 400 Kbps and my p2p downloads have also taken a hit (I am subscribed to the 2mbps home basic option).
What is strange is that when I swap over to my free AH account and back to my CW account, my connection is fine for less than an hour and then back to the very same issue. Doing a WinMTR test, my pings to the CW exchange are all good without any strange anomalies.

DJ, if you can assist me I will highly appreciate it.
Click to expand...

This is one where really it does help to get my support staff on the case first and foremost and to escalate to me afterwards if they can't solve the issue for you. Seems to be a possible line or router related issue here, but to test requires ruling things out one by one. To do this via the forum would take ages; to do so via phone would be equally tedious; but via live chat the guys can ascertain exactly what's going on and provide you with some feedback, and you can PM me some details in the interim and I can see when I have a chance if there are any provisioning issues on our side...
 
Hi DJ

I signed up for a trial account this morning and have received the account details via email.

I just wanted to know whether I should have access to the portal with a trial account?
 
wingnut771 said:
Hi DJ

I signed up for a trial account this morning and have received the account details via email.

I just wanted to know whether I should have access to the portal with a trial account?
Click to expand...

No the portal won't open on trial accounts, but we're experimenting with that at the moment. Portal activation take around 24 hours from sign up though in any case due to the vetting that happens behind the scenes...
 
DJ... said:
No the portal won't open on trial accounts, but we're experimenting with that at the moment. Portal activation take around 24 hours from sign up though in any case due to the vetting that happens behind the scenes...
Click to expand...

Cool, no worries :)
 
Hi,
I have opened my CW account last week and tested for a few days.MY Telkom line was transferred to CW.Application to terminated the Telkom Adsl service was made but was informed that a 30day notice was required.I am continueing to use the Telkom service until the end of the month and stopped using the CW service.
The usage report from CW should indicate 0.00 usage but am noticing a 2mg daily usage.I am concerned that these overheads will inflate once the account has become active.
Is there an explanation for the 2mg+ usage that is reflecting in the report?
Many thanks
 
sreddi said:
Hi,
I have opened my CW account last week and tested for a few days.MY Telkom line was transferred to CW.Application to terminated the Telkom Adsl service was made but was informed that a 30day notice was required.I am continueing to use the Telkom service until the end of the month and stopped using the CW service.
The usage report from CW should indicate 0.00 usage but am noticing a 2mg daily usage.I am concerned that these overheads will inflate once the account has become active.
Is there an explanation for the 2mg+ usage that is reflecting in the report?
Many thanks
Click to expand...

If you're authenticating on the Crystal Web account and simply routing over the other, you will still push very small incremental traffic over the account on occasion. It's not an overhead on our side. Remember that we only deliver data that is requested from the router. If the account is not authenticated, it cannot push any data and there should be no usage whatsoever. If this is the case then it's an error and please send me the details so that I can check all logs for you.

Note that we don't bill per GB unless you're on a prepaid account (which remains in testing on our side) so the account remains billable on our end as we allocate the bandwidth to your account on the network and we are not a per account reseller, so we cannot and don't simply resell an account to someone else...
 
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DJ... said:
If you're authenticating on the Crystal Web account and simply routing over the other, you will still push very small incremental traffic over the account on occasion. It's not an overhead on our side. Remember that we only deliver data that is requested from the router. If the account is not authenticated, it cannot push any data and there should be no usage whatsoever. If this is the case then it's an error and please send me the details so that I can check all logs for you.

Note that we don't bill per GB unless you're on a prepaid account (which remains in testing on our side) so the account remains billable on our end as we allocate the bandwidth to your account on the network and we are not a per account reseller, so we cannot and don't simply resell an account to someone else...
Click to expand...

Hi Dj,
I am not authenticateing on CW ,only on Telkom.
 
Then you'll need to PM me so I can see where this usage is coming from. Please send me your username...
 
sreddi said:
Hi Dj,
I am not authenticateing on CW ,only on Telkom.
Click to expand...
Happy to report no issues here either.

One thing to take note of (to everyone) is that the daily usage email provides you with a combined running total for the month, so it doesn't mean that's what you used on the day, but rather the total usage sent daily. For daily usage you can log into the portal, which btw has two big upgrades planned for this month...
 
Good news on the portal.

Not that I use it that much - don't really need it with the mails - but if it adds some neat functions for end users all the better.
 
DJ... said:
Happy to report no issues here either.

One thing to take note of (to everyone) is that the daily usage email provides you with a combined running total for the month, so it doesn't mean that's what you used on the day, but rather the total usage sent daily. For daily usage you can log into the portal, which btw has two big upgrades planned for this month...
Click to expand...

Thanks Dj, It clears up some confusion.

Now that the line will be monitored by CW,what will be monitored?
I resync the line daily in the evening which get the line operating at 2048 and every morning at about 8.45 Telkom resyncs the line and it drops to about 1.152 but sometimes it just remains at 2048 and there will be no internet until I reboot the router.Will this condition be monitored?
Thanks
 
I wanna post a thanks to CW for sorting me out and going the extra mile.
I hit my cap on the 16th of Jan and got CW to issue me a 4mb uncapped account till month end.
Somehow my account did not revert back to 100gig Home Capped but somehow reverted to a Business 100gig capped account.
I picked this up on the 3rd when I noticed all my midnight data was being deducted from my cap.
Not only did they get me back on the correct account but gave me an additional 50gigs over and above the 100gigs I normally get.

This is one of many reasons why CW is and will always be my ISP of choice. Kudo's to CW support and Shaun!
 
DJ... said:
Happy to report no issues here either.

One thing to take note of (to everyone) is that the daily usage email provides you with a combined running total for the month, so it doesn't mean that's what you used on the day, but rather the total usage sent daily. ...
Click to expand...

That definitely caught me out at first. Since new customers will always be starting the cumulative totals at zero it can take quite a few days before it dawns on someone that the totals reported can't possibly be daily, or at least it did in my case.

I think it would make sense for the daily emails to give the last 24 hours use as well as the cumulative totals for the month. I know the portal gives the daily info but I'm not really suggesting this so as to get the daily totals in the email per-se (although that would be useful and convenient) but more because, by explicitly showing the daily totals as well as the cumulative totals, new customers might be less likely to misinterpret the cumulative data that is currently given as I did for the first few days.

- Julian
 
Hi guys, and in particular DJ,

[Scroll down to the last two paragraphs if you want to skip to the actual questions]

I'm in the process of looking for a new ISP, but I'm having problems finding a decent ADSL ISP in South Africa, but so far Crystal Web seems like the most competent one.

I've previously used two different ADSL ISPs. One was a complete disaster, the other one is overall OK, but there are various issues that annoy me.

One thing that has annoyed me with both ISPs, to one degree or another, is that their "shaping" (I use the term losely, because in South African consumer minds, this word doesn't mean what it actually means) targets random things.

The first ISP basically considered pretty much everything except the most popular games as downloads. The result was that all web browsing for example got throttled to 1/16th of the speed I paid for. Browsing the internet today at 128 kilobits per second isn't very fun.

My current ISP goes further than just limit my bandwidth, and they consider my SSH connections "downloads". This means that when I'm working remotely on some server, they will either start dropping all, or nearly all, packets in the associated TCP connection, or they wil run a man-in-the-middle attack on my TCP connection and insert packets with the FIN or RST flags set, causing my TCP connections to be forcefully closed. This is EXTREMELY annoying, and there's no way to get them to stop. Otherwise my annoyances with this ISP are minor.

What I'm ideally looking for is a network neutral ISP. Network neutral means that they treat all traffic equally, and doesn't apply different rules to different packets. I doubt such a thing exists on the South African ADSL market, though. Actually I don't even mind a bit of throttling, as long as the throttling is network neutral, and doesn't punish me because my traffic pattern is not just Facebook and Youtube all day long.

And now for the actual questions: I see that Crystal Web's Business Premium Capped claims to be network neutral, albeit with different words. Is this correctly understood? Is it also correctly understood that the absolute most expensive product, unlike the cheaper ones, does not have free midnight till 6 data?

Next question: I see that Business Standard Capped claims that "P2P and NNTP may be affected by network contention". DJ, you seem both honest and technically minded. How do you classify such traffic? Do you do like other ISPs and consider everything except Facebook and Youtube "P2P"? Will my SSH connections be affected? Will my VPN connections be affected? Will my games' TCP connections be affected?
 
Hi,

My internet is down once again. Can't open the live chat to log my fault.

Someone from support please PM me.
 
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