Crystal Web DSL performance feedback thread Part 4...

Call 10210, Ask to be transferred to Billings after you have confirmed that your service has been suspended via the customer service representative. Once you are on the line with Billings, explain that you have been incorrectly suspended and provide P.O.R and your ID number as well as the affected landline number and they should have you sorted out in no time. I just called at 08:00 and they connected me as we spoke over the phone. I'm going to call CW later and demand an answer as to why I am paying them for a service I had to personally sort out with a bloody phone call
 
S7wede said:
Call 10210, Ask to be transferred to Billings after you have confirmed that your service has been suspended via the customer service representative. Once you are on the line with Billings, explain that you have been incorrectly suspended and provide P.O.R and your ID number as well as the affected landline number and they should have you sorted out in no time. I just called at 08:00 and they connected me as we spoke over the phone. I'm going to call CW later and demand an answer as to why I am paying them for a service I had to personally sort out with a bloody phone call
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How did you provide a POR? I pay via snapscan


That is just damn ridiculous if you ask me

Also did you indicate your line is with another isp?
 
Icemanbrfc said:
How did you provide a POR? I pay via snapscan


That is just damn ridiculous if you ask me
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I pay via debit order so I'm afraid I can't answer that question. I'm on hold with CW currently and I'm going to bring this point up with them. I did mention I was with another ISP and they didn't have any additional questions really. They just asked if I was sitting next to the router and I was desynced and resynced + connected.

phoning 010 612 0001 puts you on hold and then dumps you on the consumer mailbox. I think they are in full plausible deniability mode.
 
S7wede said:
I pay via debit order so I'm afraid I can't answer that question. I'm on hold with CW currently and I'm going to bring this point up with them. I did mention I was with another ISP and they didn't have any additional questions really. They just asked if I was sitting next to the router and I was desynced and resynced + connected.
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Did you indicate you with a different isp?
 
Just got off the line with Telkom now. They have logged a call to have my line re instated. It was suspended as well.

Very helpful guy was Thabiso.
 
s7wede
Why did it have to take a phonecall from me to Telkom to resolve the connectivity issues affecting me and probably hundreds of other users?
Chat started

Crystal WebWelcome to Crystal Web Support

Support Major joined the chat

Support Major
Hi there

s7wede
morning

Support Major
How can i help today

s7wede
Can I speak to a manger or someone higher up on the chain of command as I have some grievances resulting from the latest connectivity issues

Support Major
They are not available on weekends only on emails

s7wede
I'm afraid that isn't good enough. Yesterday we were told that our service would be restored as soon as possible. This was not the case and I had to personally call Telkom and provide them proof that I had not suspended or cancelled my ADSL service. Why could you as a company not do this and why has no information regarding this faux pas been relayed to consumers?
Can I please be transferred to someone who can help me if you are unable thank you.

Support Major
We are sorry for our poor communication with our clients

s7wede
Can I at least get an explanation as to why my service wasn't restored yesterday when I first reported the problem? Why did it have to take me following up with Telkom and cancel the suspension of my service to fix something that was caused by Crystal Web?

Support Major
Okay so since Evonet took over Telkom is taking longer then expected to restore our line as they had not yet signed the new contract with Telkom but it has been done now so its just matter of restoring all lines

s7wede
Could you not have explained that to customers before this all happened? I feel it was rather unethical to pass this off a technical fault, which your official twitter does, when in reality it was something that could not be avoided. This lack of communication is going to end up costing CW a lot of customers.
 
S7wede said:
s7wede
Why did it have to take a phonecall from me to Telkom to resolve the connectivity issues affecting me and probably hundreds of other users?
Chat started

Crystal WebWelcome to Crystal Web Support

Support Major joined the chat

Support Major
Hi there

s7wede
morning

Support Major
How can i help today

s7wede
Can I speak to a manger or someone higher up on the chain of command as I have some grievances resulting from the latest connectivity issues

Support Major
They are not available on weekends only on emails

s7wede
I'm afraid that isn't good enough. Yesterday we were told that our service would be restored as soon as possible. This was not the case and I had to personally call Telkom and provide them proof that I had not suspended or cancelled my ADSL service. Why could you as a company not do this and why has no information regarding this faux pas been relayed to consumers?
Can I please be transferred to someone who can help me if you are unable thank you.

Support Major
We are sorry for our poor communication with our clients

s7wede
Can I at least get an explanation as to why my service wasn't restored yesterday when I first reported the problem? Why did it have to take me following up with Telkom and cancel the suspension of my service to fix something that was caused by Crystal Web?

Support Major
Okay so since Evonet took over Telkom is taking longer then expected to restore our line as they had not yet signed the new contract with Telkom but it has been done now so its just matter of restoring all lines

s7wede
Could you not have explained that to customers before this all happened? I feel it was rather unethical to pass this off a technical fault, which your official twitter does, when in reality it was something that could not be avoided. This lack of communication is going to end up costing CW a lot of customers.
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Boy oh boy... So basically they sell to Evonet, but evonet hasn't signed contracts with Telkom. What a joke

If you are taking over a new business, you 1st ensure that all your contractual agreements are in place, before you just take over. Bloody hell
 
So what is the best time to move my line to the holding pool. My billing cycle runs from the 9th to the 8th.

I need to move before the 19th from CW. Meaning that if my line goes into the holding pool on the 15th, I would have to pay Telkom pro rata from then to the 8th.

Is that correct?
 
I phoned Telkom as well. They said the line was suspended and confirmed that all payments are up to date. They unsuspended the voice portion of the line, but said that the ISP account is suspended and I need to take it up with them. So I'm back in the queue with CrystalWeb support....
 
Icemanbrfc said:
So what is the best time to move my line to the holding pool. My billing cycle runs from the 9th to the 8th.

I need to move before the 19th from CW. Meaning that if my line goes into the holding pool on the 15th, I would have to pay Telkom pro rata from then to the 8th.

Is that correct?
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To add to this, if I move the line to the holding pool does it then just start getting charged on my Telkom bill without any further input from me or Telkom, or do I need to get Telkom to pick up the line after I request it to be moved to the holding pool.

Also, is there any downtime (more than 12 hours) during the time when it moves back to the holding pool?
 
SilverCode said:
To add to this, if I move the line to the holding pool does it then just start getting charged on my Telkom bill without any further input from me or Telkom, or do I need to get Telkom to pick up the line after I request it to be moved to the holding pool.

Also, is there any downtime (more than 12 hours) during the time when it moves back to the holding pool?
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No Telkom won't charge while in the holding pool, but they have to pick it up. If they don't, your line gets cancelled/suspended and you will have to re apply for a line. Also no down time in terms of the holding pool.
 
SilverCode said:
I phoned Telkom as well. They said the line was suspended and confirmed that all payments are up to date. They unsuspended the voice portion of the line, but said that the ISP account is suspended and I need to take it up with them. So I'm back in the queue with CrystalWeb support....
Click to expand...
What do you mean? My voice portion wasn't suspended at all, and the guy Thabiso sent a request off to have the DSL part re instated. Said it should take about an hour and then I'll be connected again
 
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