Crystal Web ADSL performance feedback thread Part 3...

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I like getting it everyday.. I can see if there's any extra usage at home even though it's uncapped... I started getting the mails from when I signed up so don't know if you can select when you want it
 
The internet performance from CW is top notch and I have no complaints regarding that, but on the logistics side, feelings differ.

A few issues in regards to it:
- The portal has been "down/upgraded" from when I joined for 9 months now, only very basic usage at times and was told that usage is not real-time (so can only use this as a guideline of usage). This is a unacceptably long period for not having the use of proper online functionalities.
- No auto-payment option with Credit card, it is either Snapscan or debit order. Which neither I prefer, as debit order is not in my control and the Snapscan you have to type in each new invoice number each month and do a manual payment. The ability to load a card for paying,which is quite basic and other ISPs I have been before had, is not possible.
- For accurate bandwidth usage, with no portal available to use, it is either contact them to find out your usage or receive an email every single day, instead of a limit reached email, say at 50%/90%/etc. So tedious to obtain your usage.

All of this should be fixable by a decent Client Portal and hopefully the usual response of "As to the portal it is undergoing upgrade to make it more user friendly:)" actually means soon, as in this month.
 
PsychoCC said:
The internet performance from CW is top notch and I have no complaints regarding that, but on the logistics side, feelings differ.

A few issues in regards to it:
- The portal has been "down/upgraded" from when I joined for 9 months now, only very basic usage at times and was told that usage is not real-time (so can only use this as a guideline of usage). This is a unacceptably long period for not having the use of proper online functionalities.
- No auto-payment option with Credit card, it is either Snapscan or debit order. Which neither I prefer, as debit order is not in my control and the Snapscan you have to type in each new invoice number each month and do a manual payment. The ability to load a card for paying,which is quite basic and other ISPs I have been before had, is not possible.
- For accurate bandwidth usage, with no portal available to use, it is either contact them to find out your usage or receive an email every single day, instead of a limit reached email, say at 50%/90%/etc. So tedious to obtain your usage.

All of this should be fixable by a decent Client Portal and hopefully the usual response of "As to the portal it is undergoing upgrade to make it more user friendly:)" actually means soon, as in this month.
Click to expand...

So the reason the client portal has an issue is we immediately began writing things from the ground-up last year when there was a near-security crisis. It has delayed things, but we're in the final throws of getting this up and running with the new deployment which is a major change from the current system. As for auto-payments by credit card, we will be opening up new payment options, however for Snapscan you don't need to type in a new invoice number each time - we allow you to specify your unique payment reference and only use that for every payment in future...
 
Our Internet's been terrible the last few days, is it possible to check if it's on Telkom's end or CW's?

Our line won't drop and devices will still show they're connected to the internet but sites won't load, sometimes i can't do a Speedtest but YouTube will load fine, when i can load Speedtest it shows our location as Capetown even though we're located in Mpumalanga..

Gaming is also impossible as pings are through the roof..
 
GorillaSceptre said:
Our Internet's been terrible the last few days, is it possible to check if it's on Telkom's end or CW's?

Our line won't drop and devices will still show they're connected to the internet but sites won't load, sometimes i can't do a Speedtest but YouTube will load fine, when i can load Speedtest it shows our location as Capetown even though we're located in Mpumalanga..

Gaming is also impossible as pings are through the roof..
Click to expand...

It is possible. Just talk to the guys on our live chat or send an email to support. There are no network issues at all so this is not as a result of our network in all likelihood...
 
I was used to Crystal Web support being top notch, but I've been getting really poor support with an issue I've had since Sunday. Whoever Support Impi is must be new, because in the past I've dealt with really clued up individuals on live chat, but he seems like any other ISP's Tier 1 support. Also your line manager Scott seems to be ignoring my email. Nobody is giving me feedback!

I'm sorry if I come across as rude, but I pay a premium because your support used to be the best. Since Sunday i am not so sure anymore :mad:
 
Soulcode said:
I was used to Crystal Web support being top notch, but I've been getting really poor support with an issue I've had since Sunday. Whoever Support Impi is must be new, because in the past I've dealt with really clued up individuals on live chat, but he seems like any other ISP's Tier 1 support. Also your line manager Scott seems to be ignoring my email. Nobody is giving me feedback!

I'm sorry if I come across as rude, but I pay a premium because your support used to be the best. Since Sunday i am not so sure anymore :mad:
Click to expand...

Anything I can do? Suport Impi is relatively new but is under constant supervision and live training. PM me what the issue is and I'll have it attended to for you in quick time...
 
Soulcode said:
I was used to Crystal Web support being top notch, but I've been getting really poor support with an issue I've had since Sunday. Whoever Support Impi is must be new, because in the past I've dealt with really clued up individuals on live chat, but he seems like any other ISP's Tier 1 support. Also your line manager Scott seems to be ignoring my email. Nobody is giving me feedback!

I'm sorry if I come across as rude, but I pay a premium because your support used to be the best. Since Sunday i am not so sure anymore :mad:
Click to expand...

DJ helped me out :)
 
Impi is very good. I had a chat with him/her a while back, and he came across really well. Was very patient and answered all my questions :)
 
DJ... said:
So the reason the client portal has an issue is we immediately began writing things from the ground-up last year when there was a near-security crisis. It has delayed things, but we're in the final throws of getting this up and running with the new deployment which is a major change from the current system. As for auto-payments by credit card, we will be opening up new payment options, however for Snapscan you don't need to type in a new invoice number each time - we allow you to specify your unique payment reference and only use that for every payment in future...
Click to expand...

DJ, I went back to my live chat records and it was specified I should add the invoice number of that month each time I make a payment. Can you just clarify what reference I can use for unique payment reference? How do I pick it or receive it, doesn't matter. I did fill in the Snapscan form a few times, but never received some unique code. This will solve 1 problem for now and will be helpful.

Thank you in advance.
 
PsychoCC said:
DJ, I went back to my live chat records and it was specified I should add the invoice number of that month each time I make a payment. Can you just clarify what reference I can use for unique payment reference? How do I pick it or receive it, doesn't matter. I did fill in the Snapscan form a few times, but never received some unique code. This will solve 1 problem for now and will be helpful.

Thank you in advance.
Click to expand...

You can opt for one invoice number for all future payments, or you may create your own unique reference for us to identify (please no generic stuff, it should be unique to you), and update this link with the detail - http://crystalweb.co.za/existingpayments.php
 
hey DJ since I'm all excite about imminence of fibre, can you possibly lay out for me the logistics/timelines involved in migrating from adsl, line with you guys, to Vuma? Once the fibre is up I will want to cancel all the ADSL stuff, what notice periods are needed etc, and what will the cash flows look like?

Thanks :)
 
PsychoCC said:
DJ, I went back to my live chat records and it was specified I should add the invoice number of that month each time I make a payment. Can you just clarify what reference I can use for unique payment reference? How do I pick it or receive it, doesn't matter. I did fill in the Snapscan form a few times, but never received some unique code. This will solve 1 problem for now and will be helpful.

Thank you in advance.
Click to expand...

DJ... said:
You can opt for one invoice number for all future payments, or you may create your own unique reference for us to identify (please no generic stuff, it should be unique to you), and update this link with the detail - http://crystalweb.co.za/existingpayments.php
Click to expand...

I pay via EFT. My reference ID is my username.
 
Anyone have issues with Google services as of a few minutes ago? Youtube streams stutter, Gmail is slow, Google maps doesn't want to load.

Edit: Seems to be an odd hiccup. Lasted about ten minutes and I couldn't get much throughput from maps or Youtube, which was at near DLS384 speeds at times. Also learned that the person I chatted do didn't have a CW account on hand for testing, and couldn't tell me if there was a problem on CW, or if it was just me, because they didn't have CW data.

It seems a bit inefficient to have someone who's running after-hours support to not be able to have access to CW data, or to only have one support agent on hand who can't contact others to check on performance of certain services.
 
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