Crystal Web (NEW ISP) ADSL Feedback

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patrick123 said:
Slightly off topic, I am currently running a Netgear ADSL2+ router.
I'm in the 011-828-xxxx area & running 10Mbs at the moment. My Router Stats indicate that I have a potential 20Mbs max rate. Does that mean I should be able to upgrade to 20Mbs ADSL2+.
Possibly pass my line over to CW to handle the works & quote me on 20 Mbs? Slow down my balding & grey hairs a bit. :)
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Maximum line speed attainable in the real world is a complex question that involves more than just line stats, which unfortunately is all that the router is looking at. Even our stats pulled from the exchange don't tell us the actual line speed attainable on that specific exchange, port, and local loop. It's also just a theoretical figure. Unfortunately only Telkom hold this information and they keep it close to their hearts.
 
patrick123 said:
Slightly off topic, I am currently running a Netgear ADSL2+ router.
I'm in the 011-828-xxxx area & running 10Mbs at the moment. My Router Stats indicate that I have a potential 20Mbs max rate. Does that mean I should be able to upgrade to 20Mbs ADSL2+.
Possibly pass my line over to CW to handle the works & quote me on 20 Mbs? Slow down my balding & grey hairs a bit. :)

View attachment 129913
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Telkom only support 20Mbps VDSL. Look here if your line supports it http://www.telkom.co.za/checkadsl. That only tells the quality of your telephone line and what the maximum capable speed on such a line would be. But Telkom only supports 10Mb through your ADSL. For anything else you would have to get VDSL.

Hope that makes any sense :s
 
Sephiroth96 said:
Telkom only support 20Mbps VDSL. Look here if your line supports it http://www.telkom.co.za/checkadsl. That only tells the quality of your telephone line and what the maximum capable speed on such a line would be. But Telkom only supports 10Mb through your ADSL. For anything else you would have to get VDSL.

Hope that makes any sense :s
Click to expand...

Telkom are now supporting 20Mbps ADSL2+ connections on some IMAX boxes. It's a recent introduction from them. No upload speed benefit though on the ADSL2+ modulation, I'm afraid, but up to 20Mbps down.
 
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Crystal Web said:
Telkom are now supporting 20Mbps ADSL2+ connections on some IMAX boxes. It's a recent introduction from them. No upload speed benefit though on the ADSL2+ modulation though, I'm afraid, but up to 20Mbps down.
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Awesome. Didn't know that. Wish I could find whether mine supported 20Mb.
 
Messugga said:
It still doesn't seem like it's going out, by the way. Sent another email and haven't received any automated response. Unless I'm doing something wrong?
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We are busy trying to work out something that has emerged in the mailing interface with the ticketing system. Several emails for gmail and outlook have failed in sending and we get the failure message far to late to meaningfully address the setup - we really don't want to introduce receipt acknowledgement. Now unfortunately this isn't in line with how we like to business.

As a general rule if an email sent to support has gone unanswered for more than 3 hours (unless clearly not requiring a response) something has gone wrong and you can send a follow up email (preferably without additional expletives but they are allowed). Emails sent to an individual at the company have a 24 hour turnaround requirement (or an out of office message) and meth@crystalweb will get back to you when it is competent to reply.
This is one of the reasons we really like using live chat. Email by design can't tell you that a message has gone through, is not real time and is designed to give you a failure after a day or so. Live chat allows to respond in a few minutes, although as live as we would like it to be there may be some delays because of agents being busy. The system does reallocate and load balance where necessary so it should result in a few minutes rather than a quarter of an hour.
 
Paul Hjul said:
"This is one of the reasons we really like using live chat."
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I would have thought you'd prefer us to use e-mail as it gives your guys more to time to come up with a solution or a more comprehensive reply. That's the only reason I've been using mostly the e-mail, felt like i was inconveniencing your staff by using the live chat.
 
Phinix said:
I would have thought you'd prefer us to use e-mail as it gives your guys more to time to come up with a solution or a more comprehensive reply. That's the only reason I've been using mostly the e-mail, felt like i was inconveniencing your staff by using the live chat.
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Nah the support staff and MD must suffer ;) What we do like to be able to do is to convert a chat into an email setup that then contains a more comprehensive reply. What would be the most convenient for us actually is for an email to be sent and then to go to live chat, indicate you sent off an email (and no rush) and keep the window open so that the agent can query anything and avoid email tennis (we really try to avoid email tennis).
 
Crystal Web said:
Maximum line speed attainable in the real world is a complex question that involves more than just line stats, which unfortunately is all that the router is looking at. Even our stats pulled from the exchange don't tell us the actual line speed attainable on that specific exchange, port, and local loop. It's also just a theoretical figure. Unfortunately only Telkom hold this information and they keep it close to their hearts.
Click to expand...

Sephiroth96 said:
Telkom only support 20Mbps VDSL. Look here if your line supports it http://www.telkom.co.za/checkadsl. That only tells the quality of your telephone line and what the maximum capable speed on such a line would be. But Telkom only supports 10Mb through your ADSL. For anything else you would have to get VDSL.

Hope that makes any sense :s
Click to expand...

Crystal Web said:
Telkom are now supporting 20Mbps ADSL2+ connections on some IMAX boxes. It's a recent introduction from them. No upload speed benefit though on the ADSL2+ modulation, I'm afraid, but up to 20Mbps down.
Click to expand...

Thanks guys. I in fact have a Telkom chap as my "across the road" neighbour. Time for us a have a little heart to heart. :twisted:
 
Paul Hjul said:
We are busy trying to work out something that has emerged in the mailing interface with the ticketing system. Several emails for gmail and outlook have failed in sending and we get the failure message far to late to meaningfully address the setup - we really don't want to introduce receipt acknowledgement. Now unfortunately this isn't in line with how we like to business.

As a general rule if an email sent to support has gone unanswered for more than 3 hours (unless clearly not requiring a response) something has gone wrong and you can send a follow up email (preferably without additional expletives but they are allowed). Emails sent to an individual at the company have a 24 hour turnaround requirement (or an out of office message) and meth@crystalweb will get back to you when it is competent to reply.
This is one of the reasons we really like using live chat. Email by design can't tell you that a message has gone through, is not real time and is designed to give you a failure after a day or so. Live chat allows to respond in a few minutes, although as live as we would like it to be there may be some delays because of agents being busy. The system does reallocate and load balance where necessary so it should result in a few minutes rather than a quarter of an hour.
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That's great and all but I'd really just like to see what my exchange is up to :p
 
Hi

Crystal, am i supposed to be able to stream HD during the day on a 10mb account.

Http://movieshd.co

Just returned from Namibia and wanna relax with a movie, but it doesnt even play 1 min and then constantly buffers. These movies are 720p as far as i know....

Please help us out here.....

My speedstests are also all over the place...from 2.5Mbps to 7.2Mbps, so i dunno whats up.

Thanks

PS : your online chat is offline.
 
Live chat is back. Let me get onto this.
I'll need your username (chat or PM)
Fjorko said:
Hi

Crystal, am i supposed to be able to stream HD during the day on a 10mb account.

Http://movieshd.co

Just returned from Namibia and wanna relax with a movie, but it doesnt even play 1 min and then constantly buffers. These movies are 720p as far as i know....

Please help us out here.....

My speedstests are also all over the place...from 2.5Mbps to 7.2Mbps, so i dunno whats up.

Thanks

PS : your online chat is offline.
Click to expand...
 
Paul Hjul said:
Nah the support staff and MD must suffer ;) What we do like to be able to do is to convert a chat into an email setup that then contains a more comprehensive reply. What would be the most convenient for us actually is for an email to be sent and then to go to live chat, indicate you sent off an email (and no rush) and keep the window open so that the agent can query anything and avoid email tennis (we really try to avoid email tennis).
Click to expand...

Fine! E-mail Ping-Pong it is! let's go! :D
 
@CW I have emailed the required info through for the Exchange test group :). My Exchange seems to behave quite well, so it shouldn't show any congestion :).
 
Fjorko said:
Hi

Crystal, am i supposed to be able to stream HD during the day on a 10mb account.

Http://movieshd.co

Just returned from Namibia and wanna relax with a movie, but it doesnt even play 1 min and then constantly buffers. These movies are 720p as far as i know....

Please help us out here.....

My speedstests are also all over the place...from 2.5Mbps to 7.2Mbps, so i dunno whats up.

Thanks

PS : your online chat is offline.
Click to expand...

Same setup, that site is perfect for me.
 
copacetic said:
Same setup, that site is perfect for me.
Click to expand...

Just doing a http download now and it varies from 150K down to 30K - where its more around the 30-60K range most of the time - not impressed at the moment, but I don't wanna judge too quickly.

Crystal - can you reset my DSL port perhaps ? Or must I ask Telkom ?
 
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Fjorko said:
Just doing a http download now and it varies from 150K down to 30K - where its more around the 30-60K range most of the time - not impressed at the moment, but I don't wanna judge too quickly.

Crystal - can you reset my DSL port perhaps ? Or must I ask Telkom ?
Click to expand...

If your line is with us we'll happily do so. Otherwise you'll have to ask Telkom.

Have you registered for our state of the telco nation trial? We may be able to offer you some more detailed support and stats to pick up the issue, but we need your permission to do so.
 
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