Crystal Web DSL performance feedback thread Part 4...

CataclysmZA said:
Contact Afrihost and tell them that you're a former Crystal Web customer and must contact Openserve to claim the line. Openserve's system was never designed to handle this kind of thing, so its new territory for everyone.



Crystal Web still exists as a business, but no longer offers ISP services. EvoNet is offering services under the Crystal Web brand, so that's why you'd be paying EvoNet now.



You can't. You just have to treat it as being moved into the holding pool.
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Interesting, i spoke to live chat, and they said they would ask to have my line moved into the holding pool. Are you saying, that i should just contact another ISP, and get them to pick up the line? What if the line is not in the pool?
 
Icemanbrfc said:
Interesting, i spoke to live chat, and they said they would ask to have my line moved into the holding pool. Are you saying, that i should just contact another ISP, and get them to pick up the line? What if the line is not in the pool?
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They are looking at a screen and assuming the line is not in the holding pool because it does not show it is in the pool.
That BS email you received from Afrihost shows just how poor the whole process is. Afrihost simply assumes that because the line can't be picked up, that it has not been activated. Besides the disgusting language and grammar, this example illustrates how poor the holding pool process is.
Somehow, now that open serve are on board and have done their bit, the same has to now happen in Telkom. A dedicated person or persons have to be allocated to the CW fiasco, then those persons have to be shown or trained how to wade through the conflicting system reports and when what to do to sort out the Individual customer issues. The normal line personnel will not be able to handle it because they are unlikely to understand the unique nature of the problem. Those persons may even have to have elevated permissions to change things that Telkom will never make available to normal front line and on line chat personnel
 
Icemanbrfc said:
Interesting, i spoke to live chat, and they said they would ask to have my line moved into the holding pool. Are you saying, that i should just contact another ISP, and get them to pick up the line? What if the line is not in the pool?
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AFAIK, if you've managed to restore your DSL service and it's under Evo's control, you'll have to get Evo to release it into the holding pool. Otherwise, if you're still offline, you can get another ISP to take over the DSL service for the line.

EDIT: I've prodded Openserve for more info. I'm sure this whole situation is giving them one moer of a headache.
 
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@Geoff.D So in my case I have asked CW in October to move the line back to my Telkom account. I now have a pending ICASA case with all relevant parties to get this completed because CW was unable to do this. Should I now wait for my ICASA complaint to be resolved first? Logically that is a yes but this whole problem now has me worried that I may not have DSL over the December period...

*edit*

I should add that my DSL is working perfectly right now.
 
Anakha56 said:
@Geoff.D So in my case I have asked CW in October to move the line back to my Telkom account. I now have a pending ICASA case with all relevant parties to get this completed because CW was unable to do this. Should I now wait for my ICASA complaint to be resolved first? Logically that is a yes but this whole problem now has me worried that I may not have DSL over the December period...

*edit*

I should add that my DSL is working perfectly right now.
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Also take into account the "December freeze" period.
 
CataclysmZA said:
AFAIK, if you've managed to restore your DSL service and it's under Evo's control, you'll have to get Evo to release it into the holding pool. Otherwise, if you're still offline, you can get another ISP to take over the DSL service for the line.
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Yes that could be what transpired because this line was reactivated before the blanket Openserve process started.
 
Anakha56 said:
@Geoff.D So in my case I have asked CW in October to move the line back to my Telkom account. I now have a pending ICASA case with all relevant parties to get this completed because CW was unable to do this. Should I now wait for my ICASA complaint to be resolved first? Logically that is a yes but this whole problem now has me worried that I may not have DSL over the December period...

*edit*

I should add that my DSL is working perfectly right now.
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A good idea to try and resolve before the freeze kicks in. The ICASA process is a long term exercise.
The line is working, but until you receive a bill that shows the line is back under Telkom control, you won't know if it working and managed by Evonet (CW), or by Telkom, with Evonet (CW) only providing ISP services.
What you don't want to inadvertantly trigger is a line cut now.
 
Geoff.D said:
The freeze is supposed to apply only to major network reconfigurations, NOT to normal business.
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And just to elaborate, this would apply to things like bandwidth purchases, adding additional equipment at INX locations, upgrades to exchanges, etc. Major stuff, not things like a customer ordering a DSL or fibre service in a coverage area, or switching ISPs.
 
After my conversation with Openserve, I've narrowed it down:

1) If your line is currently working and connecting you to the internet, you're not in the holding pool and it's likely that CW/Evo retains it. You'll have to ask them to put it into the holding pool if you want to leave them.

2) If your line is currently not connecting to the internet, you're in the holding pool now. You can call up another ISP and get them to manage it for you.

3) If you follow 2) and the ISP says they can't claim the line, tell them to call up the infrastructure provider, in this case Openserve, and get them to figure it out.

4) If your line should be in the holding pool, but isn't, and no-one can figure out who owns it, get your chosen ISP to call up Openserve and work it out. Those cases are anomalies, and need to be dealt with on a per-case basis.
 
Well according to Telkom I still only have a landline to my account. So time to chat with "CW" to find out what is going on... *sigh* But then they probably can't tell me much either... :/
 
I am going to use Telkom as my ISP for the time being and see how they go. First prize, find out what is happening with my line... lol
 
CataclysmZA said:
After my conversation with Openserve, I've narrowed it down:

1) If your line is currently working and connecting you to the internet, you're not in the holding pool and it's likely that CW/Evo retains it. You'll have to ask them to put it into the holding pool if you want to leave them.

2) If your line is currently not connecting to the internet, you're in the holding pool now. You can call up another ISP and get them to manage it for you.

3) If you follow 2) and the ISP says they can't claim the line, tell them to call up the infrastructure provider, in this case Openserve, and get them to figure it out.

4) If your line should be in the holding pool, but isn't, and no-one can figure out who owns it, get your chosen ISP to call up Openserve and work it out. Those cases are anomalies, and need to be dealt with on a per-case basis.
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And hope that the figuring out is done by someone who knows how to do it because they are aware of the unique circumstances around this particular fiasco.
 
:ROFL: Man does this rabbit hole get even stranger... Telkom Accounts, nope no DSL line. Telkom Technical? The line is now showing on their side but no word on if there is an outstanding balance or not... So it looks like my line has been moved to Telkom but no-one knows what is going on...
 
After making my post above, Telkom Technical have confirmed that there is an outstanding amount now on my account. The portal does not reflect this and accounts department can't see the outstanding amount either. So I reckon I will just pay the line rental amount and see what happens...
 
Anakha56 said:
After making my post above, Telkom Technical have confirmed that there is an outstanding amount now on my account. The portal does not reflect this and accounts department can't see the outstanding amount either. So I reckon I will just pay the line rental amount and see what happens...
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Dont understand why that amount outstanding is your problem. They ****ed up, they should be held responsible and settle what is owed
 
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