Crystal Web DSL performance feedback thread Part 4...

To clarify, the amount outstanding is the amount missing for line rental from the latest "CW" invoice. Prior amounts are not there and if I am honest I don't mind paying the line rental as long as I have Internet :).
 
Anakha56 said:
: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...
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The systems don't all update automatically at the same time. There are checks and balances in place to ensure data integrity. Dates to be confirmed etc.

Icemanbrfc said:
Im concerned now about billing. No way m paying Evonet if im moving to the holding pool.
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Yes what you don't want to do is pay for something you have not received or double pay.

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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That would be safe. If you over pay, the amount will be taken off your next account.

Icemanbrfc said:
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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Should only be billed from the time Telkom takes over the line. Evo(cw) will need to recover their part themselves if need be.
 
I'm told on chat with EvoNet that Paul Hjul is the Crystalweb director who controls the lines.
I'll be sending an e-mail to [email protected]

Rely received from Paul Hjul:
Mr ....
I have never held your line whatsoever. To the best of my knowledge the circuit will either be in the holding pool or under the control of Telkom retail.
If the EvoNet support desk have conveyed anything to the effect that I have control over your line then they are lying (I have no idea if it would be dishonesty from the space of incompetence or dishonesty from the space of intent to obscure).
I do not have access to any systems pertaining to customers or to any system interacting with Openserve. The EvoNet support desk should however be able to advise you as to what the status of your circuit is and as a result I am including the support manager in copy of this reply.
Regards
Paul Hjul

Comment on Evonet chat to this:
Unfortunately we cannot comment on this, i will report this to Management
 
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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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I had my line unsuspend the Monday of 8 October. I had use of the line thus I don't mind paying. BUT to whom?
 
chrismine said:
I'm told on chat with EvoNet that Paul Hjul is the Crystalweb director who controls the lines.
I'll be sending an e-mail to [email protected]
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Paul has no control over the lines. Openserve discontinued their services recently, so Crystal Web no longer manages DSL or fibre services on behalf of clients. It's unclear how EvoNet is currently managing lines that had their suspensions lifted.
 
Icemanbrfc said:
I also don't know who to pay to here. CW or Evonet. In fact, i have no idea who has my line.
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That was my issue as well. Once the line is in my name I can carry myself for December on my WebAfrica pre-paid if need be. In Jan I will do the cancellation with Evo and move to Telkom as my ISP.
 
Internet down just now. Am I alone?
Evonet chat tells me my line is suspended.
 
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chrismine said:
I had my line unsuspend the Monday of 8 October. I had use of the line thus I don't mind paying. BUT to whom?
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To the party now in control of the line, either Telkom if Telkom have picked it up and associated with your fixed telephone line, or, with Evonet(CW), either way don't pay until you are sure you are paying the right party.
 
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I'm now thinking of cancelling Telkom voice, 20 Mbps VDSL and data portion.

Off topic - apologies!
Then go CellC LTE via Afrihost 200GB package with my existing RAIN 25GB package as backup.
Someone want to talk me out of it?
 
My internet is down as well. According to Telkom, the line was moved to the holding pool and they cant move them back. And according to crystalweb, evonet doesnt have the authority to move the lines from the holding pool. So no luck at all
 
I have a feeling we are dealing with a rogue employee. Somebody in the CW / Evonet merger that is playing silly buggers. It cannot be mere coincidence that multiple people have similar issues on the same day and I can't even blame Telkom this time.
 
Chat started on 2018-11-22 04:25 PM UTC

(04:25:14 PM) *** RiD1 joined the chat ***
(04:25:15 PM) Crystal Web: Welcome to Crystal Web Support
(04:25:35 PM) *** Support Corporal joined the chat ***
(04:25:41 PM) Support Corporal: Hi there
(04:25:46 PM) RiD1: Hi, can you please tell me what is happening?
(04:25:52 PM) RiD1: my line is down today
(04:26:08 PM) RiD1: 021***xxxx
(04:26:16 PM) RiD1: or do you not have access to that?
(04:27:16 PM) Support Corporal: let me have a look:)
(04:27:29 PM) RiD1: tHANKS
(04:27:40 PM) RiD1: I hear a rumour that all lines are in the holding pool
(04:28:36 PM) RiD1: But mine shouldnt be
(04:29:23 PM) Support Corporal: some are now in the holding pool
and you will also be notified once your line in migrated
(04:30:23 PM) RiD1: ?
(04:30:30 PM) RiD1: so i have no connection in this time during migration?
(04:30:49 PM) Support Corporal: Username: guest@openserve
Password: guest
(04:30:57 PM) Support Corporal: please test this account
(04:31:28 PM) RiD1: ok
(04:35:59 PM) RiD1: nope
(04:36:03 PM) RiD1: doesnt work
(04:36:23 PM) RiD1: are you able to tell if my line is in the holding pool?
(04:37:10 PM) Support Corporal: Not yet,
You will also receive a notification once its in the holding pool
(04:38:04 PM) RiD1: those whose lines are in the holding pool did not receive any notifications
(04:39:16 PM) Support Corporal: They did,
But you can contact telkom to check for you since we cant check on our end
(04:42:30 PM) RiD1: ok
(04:42:39 PM) RiD1: so why do i have no connection?
(04:42:46 PM) RiD1: what's with that?
(04:44:24 PM) Support Corporal: Username testing@evonet
Password Testing
(04:44:38 PM) Support Corporal: please use this test account
(04:48:43 PM) RiD1: still nothing
(04:50:13 PM) Support Corporal: let me run the test again
(04:53:44 PM) Support Corporal: please reset your router to factrory default and test again with guest account
(04:53:51 PM) RiD1: no
(04:53:59 PM) RiD1: Im not going through all of this again, sorry
(04:54:20 PM) RiD1: each time i go through this
(04:54:49 PM) RiD1: others have also gone offline today
(04:54:54 PM) RiD1: its not just me
(04:55:14 PM) RiD1: im referring to user’s comments on Mybb forums
(04:55:27 PM) RiD1: none got notifications about the holding pool either
(04:55:55 PM) Support Corporal: I understand and this is the results i have on my end
(04:55:57 PM) Support Corporal: Recommendation: ADSL Line is ok, check customer equipment

AdslProfile: ADSLupto4096af02

maxSupportedExchangeSpeedKb: 6752

maxDownloadSpeedKb: 4096

minAllowedDownloadSpeedKb: 640

currentDownloadSpeedKb: 4096

maxUploadSpeedKb: 512

minUploadSpeedKb: 256

currentUploadSpeedKb: 512

downloadNoise: 21

uploadNoise: 15

downloadResitance: 13

uploadResistance: 17.5
(04:56:57 PM) RiD1: does that mean that from your side its up?
(04:57:53 PM) Support Corporal: Yes,please contact telkoma and ask them if your line is in the holding pool
(04:58:24 PM) RiD1: oh
(04:58:43 PM) RiD1: if its in the holding pool will it be disconnected?
(04:59:03 PM) Support Corporal: No It wont didconnets
(04:59:12 PM) RiD1: I thought so
(04:59:13 PM) Support Corporal: disconnect
(04:59:53 PM) RiD1: i'll try the factory reset then
(05:00:10 PM) Support Corporal: Okay no problem
(05:00:12 PM) RiD1: can i contact telkom now?
(05:00:22 PM) Support Corporal: yes you can
(05:19:58 PM) *** Support Corporal left the chat ***
(05:35:42 PM) *** RiD1 left the chat ***
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After this point telkom chat is only available between 08h00 and 17H00
The call centre is only open till 17h45 so i was too late for that too as i was looking for a number to call.
Logged a call via the app!
None of those test accounts worked, does it mean me getting an Afrihost account won't help for now either?
 
RiD1 said:
After this point telkom chat is only available between 08h00 and 17H00
The call centre is only open till 17h45 so i was too late for that too as i was looking for a number to call.
Logged a call via the app!
None of those test accounts worked, does it mean me getting an Afrihost account won't help for now either?
Click to expand...
according to telkom my line was suspended when it went into the pool so i cant even switch isps.
 
juanger said:
according to telkom my line was suspended when it went into the pool so i cant even switch isps.
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Can't you offer to pay it? Did they say why it was suspended?

Why dont these companies have support staff during after hours when people need them...it seems CW is the only place with live support staff after hours. Nobody is at Telkom nor AH...I'm trying to register a free 1gb AH account but it requires passport validation. (which i've done before on the account im using to signup for the package)
The only support at AH is through whatsapp channel but thats ridiculously slow. Took them 10 minutes to respond and i got back too late so she ended the chat saying she cant check if line is in holding pool, my ISP should tell me once they moved it.
 
tried signing up at AH with my line and it failed, saying it's already in their system :-S
 
Wait, so lets say it comes to the 1st. I now I have to pay somebody. Lets say Evonet. They then move my line to the holding pool, what do i do then? Surely i cant pay for my line, then have it moved to the holding pool, where another ISP will bill me again.

Can that happen?
 
I'm so confused now. When this sh*tstorm hit. I went to my local telkom store and ask them to activate my line, 3 days later and bang, was connected again.

So where is my line now? Holding pool, CW, evonet or telkom?
 
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