Crystal Web ADSL performance feedback thread Part 3...

[Crystal Web Management]

Seems it's my turn now to get hit by throttling. Trying to download a video, but download speeds fluctuate wildly between 2Mbps and 8Mbps on a 10Mbps line, and latency to the first uplink that replies jumps between 100 and 400ms, even when the download speed is very low. Normally I get full speed on video downloads without a problem.

Has this been reported to us tonight and did the staff ask you to run any tests? If so, what was the outcome?

Not sure how it used to work before but this isn't our primary support mechanism and it simply can't be. Other ISPs who offer "support" from the forum are simply copy-pasting your data to someone else, because it does entail a fair bit if you are trying to diagnose a problem. So I do stress that this goes via our support so we can gather the proper data and identify any issues if the new configs have a problem that needs addressing on our end.

Below shows our Gauteng capacity the last hour and the red line is where we only begin to apply any shaping, to basic accounts first and foremost. So there are no capacity constraints. If anything, there is a config issue perhaps and the more data, the easier it is to find and resolve. And we certainly do want to do that. We certainly want the additional bandwidth to be used and there is no rhyme or reason why entry-level accounts should remain unshaped in peak hours, so we most certainly aren't doing anything as a result of any kind of capacity constraint. These are brand new in production, and therefore if there are any latent issues not picked up in testing, we want to know about them to resolve. It cannot be done via MyBroadband though.

 

[new_in_za2]

Has this been reported to us tonight and did the staff ask you to run any tests? If so, what was the outcome?

No, not yet. I know you're busy trying to solve a lot of problems that might be related, and this issue isn't bad enough for me currently to want to spend time dealing with support. If it starts affecting me in any serious way, or if the problems persist for long enough, I'll talk to support. I promise!

Also, I just had dinner. Magie vol, ogies toe basically Sorry about that.

 

[Ripstorm]

I'm also seeing performance issues with CW since the change. Downloads limiting @ 1.3 - 1.8MB/s. Just popped in my Vox account and getting my normal 3.5MB/s download speeds.

 

[Bighit]

On Friday night, I was using my AH account to play FH3 because my CW account was capped. I ***** you not, the game literally froze for about 5 seconds during each and every race. As soon as midnight hit, switched over to my CW account and my lag had disappeared.

Today, and still right at the moment, I have 2 kids watching youtube videos on 2 different tablets, and still have a third tablet streaming Sky News. All this is on a 10mb line and not a single person in the family has moaned since the 1st.

Overall, I'm incredibly happy. Keep up the good work!

 

[Crystal Web Management]

OK we've replicated some of the issues on some of the reported protocols. We are busy investigating it on our side. Seems it is on the xtreme home capped profile. we are busy with it now to identify the gremlin and implement the fix for it

 

[Orihalcon]

OK we've replicated some of the issues on some of the reported protocols. We are busy investigating it on our side. Seems it is on the xtreme home capped profile. we are busy with it now to identify the gremlin and implement the fix for it

Thank you very much!

 

[Mephisto_Helix]

OK we've replicated some of the issues on some of the reported protocols. We are busy investigating it on our side. Seems it is on the xtreme home capped profile. we are busy with it now to identify the gremlin and implement the fix for it

Glad you could replicate and identify and so quick ..... nice one CW!

 

[georgelza]

... Anyone get feedback re the cap usage reports/emails that was wrong yesterday, my usage for yesterday looks in line with what I expect, but it's still added to the incorrect amount reported the day before.

G

 

[lestoran]

OK we've replicated some of the issues on some of the reported protocols. We are busy investigating it on our side. Seems it is on the xtreme home capped profile. we are busy with it now to identify the gremlin and implement the fix for it

Thats great!

For the 1st time ever the last few days I saw slowdowns on CrystalWeb. Glad its just teething problems.

For the record I would rather only have free bandwidth between 0 and 6 than a 2nd rate connection.

If performance can't be maintained with uncapped 0-18 and the experiment is terminated I will stay a customer. The recent price cuts are great already.

If performance degrades on the other hand I will move on. There are other ISP's that cater for the penny counters - CrystalWeb is and should remain the ISP for those willing to pay for the best.

 

[Mr.M6]

Seems it's my turn now to get hit by throttling. Trying to download a video, but download speeds fluctuate wildly between 2Mbps and 8Mbps on a 10Mbps line, and latency to the first uplink that replies jumps between 100 and 400ms, even when the download speed is very low. Normally I get full speed on video downloads without a problem.

Huge fluctuations my side on the Home Xtreme 150GB capped account.
120kbps to 700kbps on a 10mb line.
Doing a speedtest varies between 55ms to 1600ms depending and 3/4 through a speedtest dl im still on 0.00kbps then it shoots up to 700kbps.

So definitely some gremlins...

 

[Icemanbrfc]

No, not yet. I know you're busy trying to solve a lot of problems that might be related, and this issue isn't bad enough for me currently to want to spend time dealing with support. If it starts affecting me in any serious way, or if the problems persist for long enough, I'll talk to support. I promise!

Also, I just had dinner. Magie vol, ogies toe basically Sorry about that.

what happens when you test another ISP? do you get the same sort of results? If yes, then it definitely points to congestion.

 

[jvrs]

can anyone reach CW ? Phone or chat ?

 

[Crystal Web Management]

what happens when you test another ISP? do you get the same sort of results? If yes, then it definitely points to congestion.

No, it doesn't point to congestion at all and we published our bandwidth charts to indicate as much. There is certainly a replicated fault on xtreme home capped profiles which we are busy working on.

 

[Crystal Web Management]

can anyone reach CW ? Phone or chat ?

Chat is working, and phones there has been a major problem with the vendor which is why we built our own. That migration is on track for this week or early next cutover.

 

[Icemanbrfc]

No, it doesn't point to congestion at all and we published our bandwidth charts to indicate as much. There is certainly a replicated fault on xtreme home capped profiles which we are busy working on.

I think i meant congestion at his exchange?

 

[jvrs]

Chat is working, and phones there has been a major problem with the vendor which is why we built our own. That migration is on track for this week or early next cutover.

Am I missing chat somewhere ?

 

[Orihalcon]

Am I missing chat somewhere ?


View attachment 393042

Indeed you are

 

[Orihalcon]

No, it doesn't point to congestion at all and we published our bandwidth charts to indicate as much. There is certainly a replicated fault on xtreme home capped profiles which we are busy working on.

Lovely lovely stuff.

Glad this has been pin pointed.

My speeds...meh...are not that big of a deal. Luckily ping is still rock solid for the most part. Happy about that.

 

[Ho3n3r]

I am seriously gonna lose my **** with Telkom now! I have a huge issue, and it seems there's nothing I can do to fix it, and nobody from them seems to have a clue where to even look, never mind actually identifying the issue and fixing it!

So I request a reply since this is day 15, and the tech was there on Thursday, couldn't find any issues, told me they'll send one with more specialised equiment on Friday, and then I hear nothing on Friday - Saturday another tech phones me, tells me he'll be at my house on Sunday by 10AM. Then I ask for a follow-up yesterday on their FB page, and nothing. I bump the post. And they reply with "Hi, we see a tech attended to your fault 566CTK220916 yesterday and the connection has been up for the last 14 hours. Please advise of any other issues. ^GE"

!@%$@#^!!#$&!$%&!#Y!#$&!#&

CW, please help me! Every time I go onto your live chat, your support just says "We'll escalate", and nothing comes from it. I am this close to losing it.

 

[new_in_za2]

Am I missing chat somewhere ?


View attachment 393042

Crystal Web's website is very confusing in that regard, since that menu is populated asynchronously (probably) depending on loading some separate files. In my case I once had that the 'network and server status' part didn't load and thus it was impossible to find the network status information.

Try waiting a bit and see if the entry doesn't appear, or reload the website (and wait)

I just opened the website myself right now. I was lucky and only had to wait about 5 seconds for the 'live chat' entry to appear.