Crystal Web DSL performance feedback thread Part 4...

[Icemanbrfc]

Crystal Web

7 mins ·
Dear valued DSL clients,
We would like to apologise for the loss of connectivity you have experienced since Friday. We initially thought this was a technical issue, and engaged with Openserve's technical team on Friday morning to find out what was wrong. Sadly, we eventually learned late on Friday that Telkom lines were not moved from Crystal Web to EvoNet the way they were supposed to, and the result is that Openserve have temporarily suspended Crystal Web’s services as they no longer retain a client base. We were unable to resolve this issue over the weekend as the Openserve commercial team was not available.
As EvoNet we have and continue to urgently engage Openserve to ensure that all clients are properly migrated over and that all services are restored. We have also engaged with Crystal Web to assist where we can to resolve this matter.
We are expecting an update from Openserve later today, after which we will be able to update you all further.
To say we are sorry for the inconvenience would be an understatement, but like you, we have been very much in the dark as to what has happened and why, as we began the transition process fully believing that everything would run smoothly and with everything on our side in place. It seems that communication was not as effective as it should have been and very much out of our control, however our senior management are working to ensure that this is no longer the case.
We can only assure you that we are doing our level best to resolve things and have the Telkom lines successfully migrated and remain committed to as smooth a transition as possible

 

[Icemanbrfc]

so it took us the clients to phone Telkom to find out what the problem was? What utter nonsense.. This should have been their job, not ours

 

[Vernon]

Sounds like the circus is in town.

 

[Anakha56]

When did you get that message? I have not received anything via email.

Just spoke to a Telkom Support agent who is going to try and get my line active within the next 2 hours. While the suspension has been lifted the re-connection dept needs to connect me again and this could be instant or 2 hours depending on volume.

What a nightmare this has been...

 

[Icemanbrfc]

When did you get that message? I have not received anything via email.

Just spoke to a Telkom Support agent who is going to try and get my line active within the next 2 hours. While the suspension has been lifted the re-connection dept needs to connect me again and this could be instant or 2 hours depending on volume.

What a nightmare this has been...

on twitter, and via their facebook page

 

[Anakha56]

on twitter, and via their facebook page

Avoiding those as much as possible, missed the F1 race yesterday and I am trying to avoid seeing the result lol.

Line is back up and running .

 

[Icemanbrfc]

Avoiding those as much as possible, missed the F1 race yesterday and I am trying to avoid seeing the result lol.

Line is back up and running .

Nice. I don’t care if mine comes up. I’ve asked to move my line to the holding pool

 

[Anakha56]

I agree, I would now prefer to manage my line on my own so if this problem or any other problem happens again I can switch to a backup account. This lesson has taught me to never give my line to an ISP...

 

[Shah33m]

My connection is working now

 

[Icemanbrfc]

You guys are lucky. mine still down

 

[Anakha56]

You guys are lucky. mine still down

I know its not ideal but phone Telkom tech support, ask them to check your line to see if it is suspended and if it is for the re-connection team to re-connect the account. Then sit back and wait. Its sad that we as customers have to do the ISP's work...

 

[Icemanbrfc]

I know its not ideal but phone Telkom tech support, ask them to check your line to see if it is suspended and if it is for the re-connection team to re-connect the account. Then sit back and wait. Its sad that we as customers have to do the ISP's work...

I already phoned Telkom. They say it’s active and syncing. But I still don’t have an active connection

 

[Anakha56]

Then yours is a problem that I have no idea what is going on . Sorry to hear that its not connecting, is your router using the old credentials or the new Evonet credentials?

 

[Icemanbrfc]

Then yours is a problem that I have no idea what is going on . Sorry to hear that its not connecting, is your router using the old credentials or the new Evonet credentials?

Been using the new credentials for weeks now. Tried my backup Vox account and also not working

 

[Shah33m]

I already phoned Telkom. They say it’s active and syncing. But I still don’t have an active connection

While i was on the phone with the telkom technician my status was still down (after hr confirmed it was active and synching).

I then restarted the router and viola, status was up and connection good to go.

 

[SAguy]

/snip CW mail

I got this email now as well, what an absolute joke.
They had all weekend to at least tell us what is going wrong, or what the think may be the issue.

Instead they decided to say nothing. It took me 5 minutes to realise my line was suspended - which could only have meant it was a billing related issue in my opinion.

Idiots.
Definitely still leaving.

 

[Icemanbrfc]

While i was on the phone with the telkom technician my status was still down (after hr confirmed it was active and synching).

I then restarted the router and viola, status was up and connection good to go.

Tried restarting and still nothing

 

[aktor]

This is bloody ridiculous.

No word since Friday morning. Okay, so according to the email they found out what the problem is on Friday afternoon. Why not tell us then? Why wait until Monday late-morning to tell us that ANYthing is wrong. It's unethical and unprofessional.

The email isn't all that reassuring either - they're waiting to hear from Openserve later today to get an update. Really? You're "waiting for an update"? Your entire DSL-migrated clientbase has been offline for 4 days (probably a record) and you're "waiting". Gosh, we're in good hands.

Not that I expect any CW staff members to read this, but I've emailed it to complaints as well. I just need to get back online somehow, it's been 4 days now. After trying to stay online via LTE during the weekend even dialup would look good to me right about now.

 

[Icemanbrfc]

This is bloody ridiculous.

No word since Friday morning. Okay, so according to the email they found out what the problem is on Friday afternoon. Why not tell us then? Why wait until Monday late-morning to tell us that ANYthing is wrong. It's unethical and unprofessional.

The email isn't all that reassuring either - they're waiting to hear from Openserve later today to get an update. Really? You're "waiting for an update"? Your entire DSL-migrated clientbase has been offline for 4 days (probably a record) and you're "waiting". Gosh, we're in good hands.

Not that I expect any CW staff members to read this, but I've emailed it to complaints as well. I just need to get back online somehow, it's been 4 days now. After trying to stay online via LTE during the weekend even dialup would look good to me right about now.

I have asked that my line be moved to the holding pool, irrespective whether its resolved. Enough is enough now

 

[aktor]

I have asked that my line be moved to the holding pool, irrespective whether its resolved. Enough is enough now

Agreed. I just want to get online first, and then I'll probably move. It's a pity though - ever since they switched to the EvoNet network, pings to WoW's EU servers dropped from 220ms to 150ms. It doesn't make up for this shocking lack of customer service, though.