Crystal Web DSL performance feedback thread Part 4...

[Hectic]

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

Thank you for the reply.

 

[Adenoid Hynkel]

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?

In order to cancel your account it has to be paid up. If not they will keep your account active and keep billing you. I've had a very degraded adsl service in February and March and I actually never intended to pay for March as I switched to Vox on the 2nd March. In the end I just paid up and told them to go fly a kite. Below communication from a support guru and Paul.

Therefore if you give notice of a cancellation on the 3rd*of March and at the 19th*of March there is an outstanding balance or a dispute the system and support desk will decline to give effect to that cancellation.

Mikey*(Crystal Web)

Mar 20, 15:34 SAST

The account will be kept active until the outstanding amount you were due to pay before the cancellation would come into effect is settled in full. Then we will be able to proceed with the cancellation.

Regards

 

[Signor65]

Just got a new issue related to my Crystal Web account. I can no longer see, let alone join, any servers in CSGO. I can connect with my phone's data just fine, so the servers are definitely up and running. Been an issue since about 11:15PM on May 7th.

Anyone else with this, or a similar problem?

 

[snail112]

Just got a new issue related to my Crystal Web account. I can no longer see, let alone join, any servers in CSGO. I can connect with my phone's data just fine, so the servers are definitely up and running. Been an issue since about 11:15PM on May 7th.

Anyone else with this, or a similar problem?

I had an issue friday and saturday where I get disconnected from TS and kicked out of BF4 due to connection lost. After switching to my WA 30GB backup account, everything was in order again.

 

[StevenC]

In order to cancel your account it has to be paid up. If not they will keep your account active and keep billing you. I've had a very degraded adsl service in February and March and I actually never intended to pay for March as I switched to Vox on the 2nd March. In the end I just paid up and told them to go fly a kite. Below communication from a support guru and Paul.

Yeah it sucks, I waited on cancelling and got stuck for another month. Not this month, I am well and truly done. That policy, as greedy as it sounds, is put in place to prevent non paying customers from just escaping what they owe. Default on payment and expect a court date. Now the old CW would have put the customer first and realize that they have dropped the ball on the "service" aspect of the contractual agreement. This new face that CW is wearing is not too pretty.

Looks like they stole not just MWEB and OpenWeb's clients, but their support staff and ethics too.

 

[Mephisto_Helix]

Yep, how so of Mweb they remind me now

 

[kripstoe]

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.

Exactly. Similar to what I said here. If my company does this to our customers, they'll politely tell us to go away without payment.

 

[jun_tao]

Gotta say the cancellation process is flawless. Lol

 

[StevenC]

CW is a joke right now. Blizzard have been so kind as to have invited me to the beta for BFA yesterday, so I switched back to CW to start the download, but my Blizzard launcher cannot even sign in to my account. So, I just started the download using Vox, then did a sneaky switcharoo. The launcher still can't login, but at least I can download the 50 gig client on that premium uncapped CW data.

 

[fixx]

I also submitted my cancellation. I am really disappointed in the way CW handled this issue.

I also have my own IT Company and I can only imagine how detrimental this has been for them and deep down I do hope they will survive this. I feel they should have handled the communication to their clients and the technical aspects of the issue better. CW should definitely also look at the first line support guys, since I believe they are mostly juniors they must be so frustrated and negative at this stage that they just don't really give a sh** anymore.

I am sure Cool Ideas will do better.

 

[lindseyboi]

Is the online chat thing working for you guys? I'm not getting that pop-up at the bottom right of the page anymore.

 

[StevenC]

Is the online chat thing working for you guys? I'm not getting that pop-up at the bottom right of the page anymore.

If you have a trial account with another ISP, use that to contact their support online. I had similar issues last month (CW page wouldn't load properly most of the time due to the abysmal packet loss).

 

[DuckKnuckle]

Yes. Submit cancelation to CW.
Submit order on cool ideas page
Log into vuma portal. Cancel CW order there and place a CI order.
Note your internet will stop working shortly after this
Get hold of cool ideas and ask them to process your activation. When done reboot your router. You'll be charged pro rata by cool ideas for may. You won't get a refund from CW for may.

So I logged in to the Vumatel shop page and went to my account and doesn't show any open orders there. Any ideas?

 

[Anakha56]

General question to those more experienced in the cancelling and moving of lines. If I tell CW that I want to move my DSL line back to my Telkom account, what will happen? Logic tells me that they should process the move and Telkom should accept it and all is well in the world but I somehow dont think that is the case. Do I rather have to go to Telkom and ask them to move the line back to my account?

 

[fixx]

General question to those more experienced in the cancelling and moving of lines. If I tell CW that I want to move my DSL line back to my Telkom account, what will happen? Logic tells me that they should process the move and Telkom should accept it and all is well in the world but I somehow dont think that is the case. Do I rather have to go to Telkom and ask them to move the line back to my account?

This is how I understand it:

Your ADSL line gets moved back to Telkom, which means you have to cancel the line part with Telkom. CW will stop billing you for the "digital" side of the line but Telkom will still bill you if it isn't cancelled with them.

 

[Sinbad]

Stop referring to telkom.
Telkom do not do lines any more, they are purely an ISP, just like all the others.
Openserve do the lines.

 

[Anakha56]

This is how I understand it:

Your ADSL line gets moved back to Telkom, which means you have to cancel the line part with Telkom. CW will stop billing you for the "digital" side of the line but Telkom will still bill you if it isn't cancelled with them.

Sorry but that is confusing the living daylights out of me lol. So I cancel my line with CW, they move it back to OpenServe (Sorry [MENTION=15693]Sinbad[/MENTION] my bad), CW will no longer bill me for the line. Telkom will now start billing me for the line so why would I want to cancel with them? Does OpenServe now give out invoices? Surely I need Telkom to bill me in order to keep my DSL access?

Sadly there is no fiber in my area and there is no talk of it ever coming in even though the rollout stopped ~10km's from the Exchange... :/

 

[Sinbad]

Sorry but that is confusing the living daylights out of me lol. So I cancel my line with CW, they move it back to OpenServe (Sorry [MENTION=15693]Sinbad[/MENTION] my bad), CW will no longer bill me for the line. Telkom will now start billing me for the line so why would I want to cancel with them? Does OpenServe now give out invoices? Surely I need Telkom to bill me in order to keep my DSL access?

Sadly there is no fiber in my area and there is no talk of it ever coming in even though the rollout stopped ~10km's from the Exchange... :/

Openserve are wholesale. They will not bill you directly. They bill the ISP that manages your line.
When you cancel with CW your line goes into a holding pool as I understand it, and whichever ISP you transfer to will take it over from a retail perspective?

 

[Mr Scratch]

Openserve are wholesale. They will not bill you directly. They bill the ISP that manages your line.
When you cancel with CW your line goes into a holding pool as I understand it, and whichever ISP you transfer to will take it over from a retail perspective?

Stop referring to telkom.
Telkom do not do lines any more, they are purely an ISP, just like all the others.
Openserve do the lines.

Telkom does do lines... he wants to move his line from Crystal Web to Telkom

https://secure.telkom.co.za/today/shop/plan/adsl-line/

 

[Sinbad]

Telkom does do lines... he wants to move his line from Crystal Web to Telkom

https://secure.telkom.co.za/today/shop/plan/adsl-line/

Telkom ISP will manage his line, if he takes a telkom account?
Or are they playing in Openserve's arena now?