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Question of the Day: Do you think Bafana Bafana will win tonight?
Crystal Web DSL performance feedback thread Part 4...
- Thread starter MickeyD
- Start date
Afriman and afriguy...
Please help...
Nothing yet... I just got this email from your people, not sure if they know anything yet...
Dear Ridwaan,
Telkom has notified us there is a problem with you ADSL
line order migration we submitted on your behalf.
Please would you read the email below a send us the
necessary info so that we can complete the process.
This is the exact message Telkom sent to us about your order:
Unfeasible, due to a pending order on the lin
This is what it means:
Your ADSL line is not yet active - Telkom confirms you have ordered a ADSL line with them and that the order is currently pending.
As soon as your ADSL line is active then we will be able to complete the process of migrating it to Afrihost.
Please let us know once Telkom have completed your ADSL line activation and we will process the migration to Afrihost.
Online Help:
http://support.afrihost.com
Email Help:
[email protected]
Phone Support (during office hours):
011 612 7200â¨â¨24/7 Hour
Support:⨠- Submit a 24 hour priority ticket and we will
phone you no matter the â¨time of day or night⨠- SMS the
word 'help' to 32541 - 24 hours a day and receive a call back
on â¨that cell number.
â¨If you need anything please let us know - We'd love to
help you out! Thanks and enjoy the rest of your day!
Afrihost.com Client Services
W: www.afrihost.com
P: 0861 467 833 (0861 HOSTED)
P: 011 6127200
E: [email protected] SMS: 'help' to 32541
Please help...
Nothing yet... I just got this email from your people, not sure if they know anything yet...
Dear Ridwaan,
Telkom has notified us there is a problem with you ADSL
line order migration we submitted on your behalf.
Please would you read the email below a send us the
necessary info so that we can complete the process.
This is the exact message Telkom sent to us about your order:
Unfeasible, due to a pending order on the lin
This is what it means:
Your ADSL line is not yet active - Telkom confirms you have ordered a ADSL line with them and that the order is currently pending.
As soon as your ADSL line is active then we will be able to complete the process of migrating it to Afrihost.
Please let us know once Telkom have completed your ADSL line activation and we will process the migration to Afrihost.
Online Help:
http://support.afrihost.com
Email Help:
[email protected]
Phone Support (during office hours):
011 612 7200â¨â¨24/7 Hour
Support:⨠- Submit a 24 hour priority ticket and we will
phone you no matter the â¨time of day or night⨠- SMS the
word 'help' to 32541 - 24 hours a day and receive a call back
on â¨that cell number.
â¨If you need anything please let us know - We'd love to
help you out! Thanks and enjoy the rest of your day!
Afrihost.com Client Services
W: www.afrihost.com
P: 0861 467 833 (0861 HOSTED)
P: 011 6127200
E: [email protected] SMS: 'help' to 32541
The telkom sales team told me my line was cancelled due to being in the holding pool too long and theres no way to get it back. I phones the tech team and they confirmed it. So i did not request it being moved to the holding pool and i did not request it be deleted
We have alerted our lines team regarding the situation clients are in and they will make sure that we follow up directly on your behalf with Openserve to get the line moved ASAP.
The best thing would be to PM me with all your details, so that I can alert the guys early and we can work with Openserve.
Given the situation, there could be some errors along the way from the automated systems, but you can rest assured we'll push Openserve from our side to get your line sorted as quickly as possible.
This is a total muckup. Afrihost has now reapplied for my line to be reinstated and it will take 30 days according to Openserve.
I'm furious - also at Openserve who handled this manner in a very bad and unprofessional way. They know there was possibly thousands of lines involved and they did nothing to help us end users. Not even the "customer centric agents" on 10210 know about this issue.
CrystalWeb/Evonet did even worse. Thy kept us in the dark and insulted us with falsehoods and bogus stories.
I am only a Telkom customer as they are the monopoly supplying ADSL/VDSL. And because their service is so bad I ported my line away not to deal with them. Firstly to Axxess where I was a happy customers for 15 or more years and about 5 years or so they administered my line. But when they started to take 3 days to respond to tickets I ported to Crystalweb - I got good service and because of my hard of hearing I got good results with their chat feature. I was a happy client and even referred clients to them.
I'm saddend by this whole mess.
Openserve as wholesaler could have done more to fix this issue. We as the innocent paying customer had to grope around in the dark trying to fix this mess. Myself has been on this issue almost daily chatting with Crystalweb, Twitter DM's , even with @TelkomZA on MyBB, and Afrihost so I can port the line. Eventually Afrihost came to the rescue of myself and others.
I don't know how other people will get out of this mess.
I'm furious - also at Openserve who handled this manner in a very bad and unprofessional way. They know there was possibly thousands of lines involved and they did nothing to help us end users. Not even the "customer centric agents" on 10210 know about this issue.
CrystalWeb/Evonet did even worse. Thy kept us in the dark and insulted us with falsehoods and bogus stories.
I am only a Telkom customer as they are the monopoly supplying ADSL/VDSL. And because their service is so bad I ported my line away not to deal with them. Firstly to Axxess where I was a happy customers for 15 or more years and about 5 years or so they administered my line. But when they started to take 3 days to respond to tickets I ported to Crystalweb - I got good service and because of my hard of hearing I got good results with their chat feature. I was a happy client and even referred clients to them.
I'm saddend by this whole mess.
Openserve as wholesaler could have done more to fix this issue. We as the innocent paying customer had to grope around in the dark trying to fix this mess. Myself has been on this issue almost daily chatting with Crystalweb, Twitter DM's , even with @TelkomZA on MyBB, and Afrihost so I can port the line. Eventually Afrihost came to the rescue of myself and others.
I don't know how other people will get out of this mess.
Please drop me a PM with your details so I can personally guide your line through the process.
Don't stress - your line is with our Lines Manager and our Openserve Relationship Manager - we're looking at the best possible options to get you connected as quickly as possible.
If you could please drop me a PM with your line and details, I'll take it up with Openserve on your behalf. Hopefully we can get it activated and moved ASAP.
Since there are a few clients in this situation, hopefully we can put pressure on Openserve for the fastest possible result. We're happy to do that for any clients in this situation who needs assistance
I can't not stress - It's the holidays and home is not home without wi-fi.
I certainly don't want to be offline for 3 weeks again. Please , I hope you do get it right...
Just got off the line with telkom, Nobody knows anything, Line exists but ADSL doesnt. One technician could see the line was suspended due to migration issues between crystalweb and evonet, the rest refer me to sales and sales refers me to technical. Technical says I must contact my ISP as My line is synching from telkom side. The ISP needs to lift the suspension. Evonet's contact number on their website "087 365 0894" does not exist!
Was about to contact CW, then I saw all these replies.
Geoff.D
Honorary Master
EVO/CW started the mess by not paying over the monies collected from yourselves for the line rentals. You should aim your fury at them in the first instance. Then Openserve stepped into the fray by suspending services. They have no direct relationship with you as a customer. They took a hardnosed business decision, which never cares about anything except the bottom line.
By the time a few of us got involved and started to point out the immense damage being done, that some sort of sanity prevailed but by then it was too late for many because now the automated systems started doing what they are programmed to do. Transfer back into the holding pool, cut the lines, cancel the services etc. Yes you could argue that Openserve could have done differently, BUT there are no human involved anymore and if there are, they do not have the experience and insight to see where all this is headed.
The old saying applies here "people can f**k up but it takes a computer to really f**k things up" because the automated systems just do they don't evaluate.
Your first mistake was to assume that anyone else except Telkom controls the ADSL infrastructure. No one else does. What has changed is that a limited subset of control is made available to ISPs who "resell" ADSL services to their clients BUT physical infrastructure is still firmly under Openserve's control. Like it or lump it that is the reality.
Read the post by Afriman carefully. He hints at what goes on. An established ISP such as AH, with a good track record with Openserve will have good internal contact with OS, and, they will have much more pull with helping out than you or me could ever have.
One of my very first post on the matter, based on a line I tried to help with, I stated that the process is just too far gone (30 days already expired) to salvage anything and it would be easier to start again.
Now, it seems that the likes of AH have stepped in and are prepared To go the extra mile on affected customers behalf and try and do something. Hopefully, that includes shortening the 30-day period, but these days the legal BS in all contracts will always default to worst case scenarios.
The nicer you are to those that try and help, the better the chances are that they will do whatever they can, so don't take too much notice of the automated stuff flowing out of the system.
I suggest that those that are being helped stick to PMs until the process is completed and try and avoid unnecessary public debate, until thing go wrong again, or, the issue is resolved, at which time a few successes will be good news for a change.
Icemanbrfc
Honorary Master
So basically it doesnt matter who we move our lines to, if that ISP business goes up in flames, then we are all ****ed? Why not move to Telkom then, because they are an ISP Just like everybody else, but with more clout and so on.
The problem here Geoff, is that there has not been one single statement recently from Evonet, apart from telling us that we now have to pay them. Who are controlling the lines as we speak? Who do people pay right now, what is the situation as it stands, and why have so many people been compromised, despite the fact that they have paid their dues to CW/Evonet.
In my opnion, the relevant ISP authorities need to step in now, because there has been breach upon breach of contract between Evonet/CW and its customers. They have clearly taken peoples money, and then said **** you we will not pay Openserve, because we have a dispute between former and present board members. Its utter bollocks in my opinion.
I even tried to contact Openserve directly and via @TelkomZA rep on this forums who referred it to a contact in Openserve who could not help.
This was at least 2 weeks ago. When the line was supposedly in the holding pool.
If I've know the line was in the holding pool I would have ported to Afrihost without hesitation. But no one could give answers.
Openserve lost a lot of goodwill in this matter. Lots of people will now steer away from their services in favour of others.
Openserve hards nose stand only works because of the monopoly the have on the ADSL infrastructure.
But gradually there is other companys that is giving better options and offerings. They netter take notice.
And some of the contact people on Telkom chat and 10210 really not helpful.
And don't miunderstand me - I/we do appreciate the effort that you made. When you posted that our lines is in the holding pool I immediately asked Afrihost to pull my line. It was too late.
Lots of conflicting info from all directions too.
AND THIS: BUT there are no human involved anymore and if there are, they do not have the experience and insight to see where all this is headed.
Very sad that. NOt even ONE person? Does not bode well for Telkom going forward.
I've been working in a bank for many years and understand systems and red tape. I also understand when something goes wrong out of the ordinary that it takes a special person to resolve the problem. That is why some people get promoted and others stagnate. That was many years ago. Today the culture is different.
I do think that this is a very unfortunate situation. I know the guys at Crystal Web had great intentions (we've chatted often over the years), but things have gone horribly wrong here.
I don't think this should reflect on your overall opinion of ISPs. There are many who have been going for a long time (we're going on 20 years almost now) and while we all make mistakes, we've looked after our client's interests.
I'd be happy to try and help you out. I can't promise that the fix is a push of a button, but I'll do my best and I'm sure we'll get you connected and moved over as fast as humanly possible.
Geoff.D
Honorary Master
If CW/Evonet were serious about fixing all of this, they would have be end all over this thread and keeping their customers fully informed about was going on. But they are not. Why not?
We don't know. Only they know. If a litigation process has already started, it is too late.
If Telkom was on top of its game, it would be phoning and contacting every single customer affected and doing something!
I spoke to quite few Openserve people and at first no one seemed to know about what was going on. Later, there were some rather embarrasing exchanges, which indicated to me that the penny had dropped but people were being muzzled.
Why is it only AH that has stepped up to the plate? Where are the other ISPs?
And ICASA? They have a golden opportunity now to prove that they truly take their Consumer Protection mandate seriously.
And where is ISPA?
Conspicuous by their absence!
We don't know. Only they know. If a litigation process has already started, it is too late.
If Telkom was on top of its game, it would be phoning and contacting every single customer affected and doing something!
I spoke to quite few Openserve people and at first no one seemed to know about what was going on. Later, there were some rather embarrasing exchanges, which indicated to me that the penny had dropped but people were being muzzled.
Why is it only AH that has stepped up to the plate? Where are the other ISPs?
And ICASA? They have a golden opportunity now to prove that they truly take their Consumer Protection mandate seriously.
And where is ISPA?
Conspicuous by their absence!
ekske1
Executive Member
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I thought you said you were into factual things?
but now it seems you are a bit naive whereas neither the ISPA nor the ICASA are that infallible or its the job of other ISPS to monitor each other's threads and *just* jump in.
While its quite noble for AH to step it, it is because of their future client(s).
The reality is that they were not falling over their themselves to help the crystal-web-exiles before someone connected with them as a future client.
In fact no one cared until Icemanbrfc and CataclysmZA insisted on pressing through towards resolution. That's also the time you appeared, right?
Now that all that is said:
I hope the people actually having problems gets them sorted out asap and kudus to AH for trying to help [some of] them
Geoff.D
Honorary Master
Yes a few of us took on the task to kick start the process. But my point is there are plenty of others who just did nothing, who should have been acutely aware of the mess that was developing. Maybe they were but did nothing.
I got involved because my service was being affected. I have never been one to let go once started. As soon as I started scratching it became very clear that there was more to it than just random service suspensions.
We owe it to Lawrence's memory to do something.
I got involved because my service was being affected. I have never been one to let go once started. As soon as I started scratching it became very clear that there was more to it than just random service suspensions.
We owe it to Lawrence's memory to do something.
Ho3n3r
Honorary Master
Icemanbrfc
Honorary Master
When this kicked off, i spoke to Paul Hijul a bit, nothing really in depth, just how and why did this happen. Paul didnt really say too much, but i got the feeling, that things were not going to end well based on some of his responses.
I dont want to go back into this issue, but my biggest gripe is that we have not heard anything concrete from Evonet. In fact, i cant remember if there was a name attached to the emails sent initially by Evonet.
Who are the Directors, Shareholders, how did this acquisition really come about. If Evonet has taken over, why not do it fully, change the CW website to reflect their CI and say Evonet is now sole onwership of the CW base, and everything else that comes with it.