Crystal Web DSL performance feedback thread Part 4...

[Hectic]

FFS!!!

 

[Mephisto_Helix]

FFS!!!

yeah, tell me about it

 

[Hectic]

Email received:

"Dear Customers,

We send this mail to communicate with you regarding certain events that have recently occurred.

Due to circumstances that were initially beyond our control, your connection has been subjected to a Distributed Denial of Service (DDoS) cyber attack. We have been working tirelessly to try to absorb and mitigate the issue on your behalf involving numerous sleepless nights for all networking staff. In order to achieve this we have made significant investment to upgrading infrastructure to ensure that we are the operating at the bleeding edge of DDoS security, and we have made significant strides in this regard. We fully understand that your internet connectivity has not been up to par in recent days and we are truly upset that you as our valued customer have been affected by this, but rest assured that we are doing everything in our power to ensure that you will receive as little impact from this, and appreciate your support, feedback and understanding in this regard.
We are working together with teams locally and internationally, as well as with local cyber-crime units at the South African Police. In addition international cyber-crime experts have joined the investigation process due to the international nature of the attacks.
During this time we acknowledge that our support operations have not been at the level of service you have come to expect from us, due to the overwhelming volumes. To address this, we are currently training new staff and restructuring the support to bolster capacity, which will not only address short-term service level quality, but ensure that in the long-run we are suitably prepared to handle the increased volumes that such an event demands.
We truly thank you for your continued support and recent feedback which has helped us to identify shortcomings and quickly address them.

Kind Regards

Crystal Web"

 

[jun_tao]

After the horses have bolted.......

 

[snail112]

Email received:

"Dear Customers,

We send this mail to communicate with you regarding certain events that have recently occurred.

Due to circumstances that were initially beyond our control, your connection has been subjected to a Distributed Denial of Service (DDoS) cyber attack. We have been working tirelessly to try to absorb and mitigate the issue on your behalf involving numerous sleepless nights for all networking staff. In order to achieve this we have made significant investment to upgrading infrastructure to ensure that we are the operating at the bleeding edge of DDoS security, and we have made significant strides in this regard. We fully understand that your internet connectivity has not been up to par in recent days and we are truly upset that you as our valued customer have been affected by this, but rest assured that we are doing everything in our power to ensure that you will receive as little impact from this, and appreciate your support, feedback and understanding in this regard.
We are working together with teams locally and internationally, as well as with local cyber-crime units at the South African Police. In addition international cyber-crime experts have joined the investigation process due to the international nature of the attacks.
During this time we acknowledge that our support operations have not been at the level of service you have come to expect from us, due to the overwhelming volumes. To address this, we are currently training new staff and restructuring the support to bolster capacity, which will not only address short-term service level quality, but ensure that in the long-run we are suitably prepared to handle the increased volumes that such an event demands.
We truly thank you for your continued support and recent feedback which has helped us to identify shortcomings and quickly address them.

Kind Regards

Crystal Web"

Too little too late. I got the email twice first one 15:44 and the second one 15:55.

If they informed everyone when this started two months ago, they would not have had so many people jumping ship.

Good luck.

 

[|Blunt]

yet we still have to pay FULL price for this next to unusable service. GREAT!

 

[fixx]

Hey! They finally sent an email, pity it was after I have cancelled and moved my line to Cool Ideas (which works great by the way).

 

[Mephisto_Helix]

Way too little and way too late. No backup when kark goes down and the customer must take it in the arse and pay for the privilege. This email only came about from what I'm guessing must be cancellations by the load, no other reason .... the money is leaving.

 

[faniebraai]

well, i did put in my cancellation... and if the service return to normal, i'll cancel the cancellation, haven't signed up with anyone else yet. so in my case, enough just at the right time (if the problem disappear)

 

[patrick123]

I agree the letter came late, but considering that this is the second major DDOS incident that has affected me with no other issues since I started with CW (Openserve pool at 2Mbs cannot be counted), I will ride it out.

Understandably the DDOS issue had everyone running around like headless chickens, and given the massive number of calls that they must have experienced, I will give them the benefit of the doubt for the degraded customer service that we had.

 

[kohlhtor]

4 kb/s download speed

 

[Hectic]

I'm holding off on my cancelation atm, but I will probably change ISP router details tonight or tomorrow. I should have enough backup data to carry me the rest off the month.

I will follow here to see how things develop and if not sorted by the 15/16th, I will finally cancel and move to Vox. I will probably save about R130/m depending on the package I select.

I feel for CW, but at the same time I've been struggling with pings between 300 - 5000ms for close to 6 months, which were blamed on Telkom. The latency magically disappeared the day some members were moved to Evonet. I wasn't one of them and I opted to stay on IS, till I was forced to move to the new network.

 

[snail112]

Backup account loaded in to router to process my cancellation.

I will also keep an eye on this thread to see if there are changes to the CW network and decide to cancel the cancellation or proceed on moving.

 

[LaraC]

 

[stefan9]

They finally acknowledged my cancellation after me having to log another support ticket.

I really like CW, they were really good for 2/3 years but gone to hell and the terrible support was the last straw.

 

[flamevector]

Im going to batten down the hatches and weather this storm. yes il agree their communication skills have not been up to scratch but they have admitted they are wrong and as long as they resolve the matter and keep me informed il stick around. I have seen too many companies close down recently i do not want to see CW go down that path.

 

[kripstoe]

Im going to batten down the hatches and weather this storm. yes il agree their communication skills have not been up to scratch but they have admitted they are wrong and as long as they resolve the matter and keep me informed il stick around. I have seen too many companies close down recently i do not want to see CW go down that path.

That *was* my plan also, but the issue was too severe to be able to do any productive work.

 

[sucked]

Im going to batten down the hatches and weather this storm. yes il agree their communication skills have not been up to scratch but they have admitted they are wrong and as long as they resolve the matter and keep me informed il stick around. I have seen too many companies close down recently i do not want to see CW go down that path.

One need to accept and understand that no ISP will have a perfect record. What's happening now with CW though is good enough reason for concern and making a switch.
Unfortunately in my case I cannot have this bad service any longer, my kids study online and it's messing them around with tasks needed to be submitted etc. And I don't have a backup account.
So cheers for now CW. Hope you find the light again
And AFRIHOST, if you have anything to do with this, shame on you

 

[Ho3n3r]

Im going to batten down the hatches and weather this storm. yes il agree their communication skills have not been up to scratch but they have admitted they are wrong and as long as they resolve the matter and keep me informed il stick around. I have seen too many companies close down recently i do not want to see CW go down that path.

I am already paying the maximum I can afford, there is no way I can continue paying for 2 different accounts concurrently. Gaming is impossible on it at the best of times lately, and at the worst of times I can't even open a simple webpage.

Good for you that you are financially stable enough to do that, but that's not the reality for most. As much as I sympathise with their situation, I am not going to make it my problem.

 

[AfricanTech]

I am already paying the maximum I can afford, there is no way I can continue paying for 2 different accounts concurrently. Gaming is impossible on it at the best of times lately, and at the worst of times I can't even open a simple webpage.

Good for you that you are financially stable enough to do that, but that's not the reality for most. As much as I sympathise with their situation, I am not going to make it my problem.

I'm fortunate that I have a grandfathered account on Vox that racked up 1.2TB in surplus data so I can also afford to ride it out.

That said, I was exploring an upgrade to a bigger Vox account that would end up costing approx R80 per month more for about 100Gig buffer at the end of the month given current usage.

The email arrived in time for me not to have pulled the trigger yet.