Crystal Web DSL performance feedback thread Part 4...

[stefan9]

Internet again beyond usable, can only use local sites only internationals sites down. Crystal web support useless, unable to give me a proper time frame or an explanation for being down.

So its goodbye.

 

[Woede]

Ping
40ms
Download
0.65Mbps
Upload
17.41Mbps

 

[snail112]

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

The network was OK for downloading, but I got disconnected during a "Rum and Gum" in Battlefield 4 and I was in the lead. After that most web pages would not connect......

 

[snail112]

This is beyond funny now... They have had two days to resolve this issue and now the third day they are down again. Why oh why did I have to transfer my line to them all those years ago...

I was considering moving the line a few years ago, but decided I rather pay Telscum a few $$$ extra and sit with their Customer Support on the line with info from CW to sort out my problems. Glad I did not. It is easier to move between data accounts than moving a line.

 

[lindseyboi]

Submitted cancellation now, with my phone wifi. Couldn't log into with CW account lol, yoh so sad

 

[StevenC]

I was considering moving the line a few years ago, but decided I rather pay Telscum a few $$$ extra and sit with their Customer Support on the line with info from CW to sort out my problems. Glad I did not. It is easier to move between data accounts than moving a line.

People always scoff at me when I tell them I have my line with Telskum. It's totally worth it when my current choice of ISP inevitably drops the ball. Reading through this thread just makes my cancellation feel that more vindicated. It's a shame really, I didn't mind paying the "higher" price for unshaped uncapped. Now I get to spend half that on a capped account with Vox with more than enough data for my needs. Thanks DDoS script kiddies for saving me money on my Internet!

"Since the moment they swapped to evonet" clearly implies that you think the switch to evonet was the problem.

It's odd, but a couple of days before the switch, they pretty much nuked their IS connectivity to prepare for the switch (and subsequently led to me finding out about the switch, because some emails from CW never get through to me...or aren't sent). Evonet was not a good experience since Day 1. I am sure the network is fine, but for an ISP to not be able to mitigate DDoS effectively doesn't inspire me. It appears that their current strategy of wait it out isn't working. Yes, I know it isn't easy to mitigate a DDoS when you are on the receiving end of it. Unfortunately, the only thing CW can do right now is throw more money at it, because clearly their engineers haven't moved away from the clock and on to the actual problem.

 

[Icemanbrfc]

I'm done... Before what date do we need to cancel? Also, any downtime if the line is moved into the holding pool?

 

[stefan9]

Thankfully my line isn't with CW. So cancelled and now onto a vox data account.

I believe the cancell date is 17/18.

I am suppose to get a confirmation email, haven't gotten it yet.

 

[snail112]

I'm done... Before what date do we need to cancel? Also, any downtime if the line is moved into the holding pool?

I know for the data accounts is before the 18th of the month. Guess ith would be for the lines too.

 

[snail112]

Thankfully my line isn't with CW. So cancelled and now onto a vox data account.

I believe the cancell date is 17/18.

I am suppose to get a confirmation email, haven't gotten it yet.

Did you get a reference number?

I am thinking when I get that reference number, I will send support and billing an email to inform/confirm that service is cancelled to get another reference number, just making sure they know that I will not require the service any longer.

 

[Icemanbrfc]

I thought I could ride this out, but I cant. Love freetime, but not being able to use it much is pointless.

 

[Hectic]

Just to make sure. If I cancel now or before 18th, my account will be closed down on the 31st of May? There are no further payments due?

 

[smirkie]

completely agree. honest communication make for loyal customers. they are not as bad as mweb but their lack of transparency is quickly going that way.

 

[smirkie]

I agree. they should make this month a free one if they want to keep their credibility and the loyalty of customers.

 

[smirkie]

+1 To your post re communication. That is by far the biggest blunder they have made. The CW of old you would get an email from Shaun explaining the issue and reassuring you that they are working on it. This CW? You get 0 communication and are treated as a number...

BTW report that pinned post as spam on Twitter after awhile they should get the idea

completely agree. honest communication make for loyal customers. they are not as bad as mweb but their lack of transparency is quickly going that way.

 

[Icemanbrfc]

So am I right in saying, that we have not received any emails to let us know there are issues? **** man, I'm so tired of switching Isps. If only my area would get fibre, but never gonna happen

 

[snail112]

Just to make sure. If I cancel now or before 18th, my account will be closed down on the 31st of May? There are no further payments due?

That is how I understand it. They provision the data around the 25th of the month for the next month and to opt out on the month to month you have to cancel before the 18th.

Copied from their website:
Link: https://crystalweb.co.za/customer-relationship-agreement

1.Subject to this section, and any term contract you may enter into with Crystal Web, it is agreed that you may cancel any or all of your services before the 19th of the month such that the service will be terminated from the last day of the month, unless otherwise indicated by the product description or marketing. Any cancellation notice received between the 19th day of the month and the last day of the month will be regarded as a cancellation effective on the last day of the following month.

 

[Icemanbrfc]

That is how I understand it. They provision the data around the 25th of the month for the next month and to opt out on the month to month you have to cancel before the 18th.

Copied from their website:
Link: https://crystalweb.co.za/customer-relationship-agreement

Would it matter if I moved my line as well? This affecting data only, because if I use another isp credentials then no issues

 

[BloodGuru]

I can't handle this anymore. I havent paid yet because this started on the 29th already and I was waiting until it got resolved (which it still hasnt been). Am I forced to pay them for may? I really just want to be done with this and move to Cool Ideas?

 

[smirkie]

So am I right in saying, that we have not received any emails to let us know there are issues? **** man, I'm so tired of switching Isps. If only my area would get fibre, but never gonna happen

I am on fibre with CW and having these issues. Just saying the problem in case is CW and not whether you are on adsl of fibre.

And agreed, they should have sent out a communication. All professional services admit when there are problems/mistakes. In this case, it makes matters worse for them that all their clients are aware of an issue and there is still now acknowledgment from their side. It's not like they can hide it. Kicking the can down the road wont cut it for customers, not where the internet is concerned.