Crystal Web DSL performance feedback thread Part 4...

also thinking about cancelling my service no support or communication from crystalweb on what the actual problem is or when it will be resolved.
 
Detka said:
Moving to Vox from june as well.

I would like to see how many cancelled Crystal web since the moment they swapped to EvoNet.
Click to expand...

Evonet is not the problem, seriously.
 
Sinbad said:
Evonet is not the problem, seriously.
Click to expand...

I am not sure where did i sat that evonet is the problem?
The problem is that they have **** customer service, **** service since april and they never ever call you back yet they charge you premium price. From perspective of the customer whether evonet is the problem or not is irrelevant. Problems started when they swapped.
 
Detka said:
I am not sure where did i sat that evonet is the problem?
The problem is that they have **** customer service, **** service since april and they never ever call you back yet they charge you premium price. From perspective of the customer whether evonet is the problem or not is irrelevant. Problems started when they swapped.
Click to expand...

"Since the moment they swapped to evonet" clearly implies that you think the switch to evonet was the problem.
 
Sinbad said:
"Since the moment they swapped to evonet" clearly implies that you think the switch to evonet was the problem.
Click to expand...

Sure man you win the argument. Well done. I love how you defend CW so much it is actually entertaining at this point. Why did you swap to Vox if CW clearly is perfect.
 
Detka said:
Sure man you win the argument. Well done. I love how you defend CW so much it is actually entertaining at this point. Why did you swap to Vox if CW clearly is perfect.
Click to expand...

I didn't swap to vox.

I swapped to Cool Ideas. I never said CW was perfect, I said Evonet was not the problem.
 
Detka said:
Moving to Vox from june as well.

I would like to see how many cancelled Crystal web since the moment they swapped to EvoNet.
Click to expand...

I keep seeing that Evonet isn't the problem, but the switch to it is the crucial factor.

CW didn't keep enough spare bandwidth on their IS connection in case something bad happened, and they had no alternative for clients while they were dealing with the DDoS issues.
 
CataclysmZA said:
I keep seeing that Evonet isn't the problem, but the switch to it is the crucial factor.

CW didn't keep enough spare bandwidth on their IS connection in case something bad happened, and they had no alternative for clients while they were dealing with the DDoS issues.
Click to expand...

Finding it hard to believe that Shaun Kaplan is still there, but I haven't seen any confirmation that he isn't there any more.

I was under the impression that BS like this wouldn't fly under him.
 
Ho3n3r said:
Finding it hard to believe that Shaun Kaplan is still there, but I haven't seen any confirmation that he isn't there any more.

I was under the impression that BS like this wouldn't fly under him.
Click to expand...

He is still there and working flat out to get all this sorted out.
 
Crystalweb live chat support is excellent. In fact, probably the best in the country for response time and helpfulness, but that is not enough when the best the poor techie can do is tell me that they hope I will have internet at some indeterminate time in the future - maybe even the next day.

I'm giving Cool Ideas a try. We'll see how that works. So far they have been extremely efficient and helpful, but I haven't needed anything complex, just a straight fibre data account.
 
nugpot said:
Crystalweb live chat support is excellent. In fact, probably the best in the country for response time and helpfulness, but that is not enough when the best the poor techie can do is tell me that they hope I will have internet at some indeterminate time in the future - maybe even the next day.

I'm giving Cool Ideas a try. We'll see how that works. So far they have been extremely efficient and helpful, but I haven't needed anything complex, just a straight fibre data account.
Click to expand...

"by die end of today all will be normal again" - CW, 2018/05/06
 
Ho3n3r said:
So he's fine that his staff, on 2018-04-03, tells us it'll be sorted "in the next few days", and 5 weeks later the issue still persists? I don't believe that.
Click to expand...

Pretty sure he's not fine with that... But they only know what they know. How do you fight an evolving threat and give a timeline for absolute resolution?
 
Sinbad said:
How do you fight an evolving threat and give a timeline for absolute resolution?
Click to expand...

Maybe by telling your customers, "Hey, we have this thing we're trying to fix. Here's what it's all about. Hang tight, we're working on it. We're also sorry about the issues, so we're discounting your next month's subs to try make up for it. Stay tuned to our social media for more."

The silence is worse than anything else they could have done. If one guy in their call centre is juggling 12 customers, I think they have some serious problems to address that they're actively ignoring.

EDIT: I mean, does anyone at CW realise how tone deaf this is?

CW twitter.jpg
 
Last edited:
CataclysmZA said:
Maybe by telling your customers, "Hey, we have this thing we're trying to fix. Here's what it's all about. Hang tight, we're working on it. We're also sorry about the issues, so we're discounting your next month's subs to try make up for it. Stay tuned to our social media for more."

The silence is worse than anything else they could have done. If one guy in their call centre is juggling 12 customers, I think they have some serious problems to address that they're actively ignoring.
Click to expand...
+1
 
I'm fortunate that I can afford to hang on since I have a reliable alternative at no additional cost (I'm already paying for Vox and have a whack of unutilised rollover data.

CW seems to have been ok today though
 
You must log in or register to reply here.
Back
Top
Sign up to the MyBroadband newsletter
X