Crystal Web (NEW ISP) ADSL Feedback

[Electric]

I agree, sorry I wasn't trying to debate his statements.
It's just that as with most things, choices are there to be made.

 

[saa044]

I agree, sorry I wasn't trying to debate his statements.
It's just that as with most things, choices are there to be made.

 

[saa044]

CW I understand your previous post. If I don't have major problems currently besides a few pages loading slow, will it be beneficial for me to stay where I am currently and wait it out?

 

[ProfA]

migrate all your customers to some other magical, mythical network?

Not all customers are migrated to this magical new network.

My internet has been more or less useless since the start of the month. But as electric said, people have choices. And mine was to jump ship. I simply don't earn enough money for extra capped accounts while my ISP (who advertise that they provide internet the way its supposed to be) is working out their (what seems like contant) problems.

Tried to download via NNTP. Got download speeds of 47 bytes (yes bytes) per second using Nextgennews. And this behaviour is not once off. It has become the norm for the past two weeks. I understand a problem for a day perhaps two. But I am nowhere near patient enough to be having this for over 2 weeks. I am sure the fanbois will stick it out, but those are also mostly the guys with extra capped accounts so it doesn't affect them as badly.

 

[Crystal Web]

Not all customers are migrated to this magical new network.

My internet has been more or less useless since the start of the month. But as electric said, people have choices. And mine was to jump ship. I simply don't earn enough money for extra capped accounts while my ISP (who advertise that they provide internet the way its supposed to be) is working out their (what seems like contant) problems.

Tried to download via NNTP. Got download speeds of 47 bytes (yes bytes) per second using Nextgennews. And this behaviour is not once off. It has become the norm for the past two weeks. I understand a problem for a day perhaps two. But I am nowhere near patient enough to be having this for over 2 weeks. I am sure the fanbois will stick it out, but those are also mostly the guys with extra capped accounts so it doesn't affect them as badly.

As pointed out by us, other forum members, and various other communications, Ambrose, unfortunately you have massive exchange congestion or a line issue to the exchange which is severely limiting your internet at most times. We honestly wish there was more that we could do to help on that front. We really do.

 

[Sinbad]

My philosophy is as such:
This is a pre-release service- ie, it's in beta testing. The purpose of beta testing is to identify and resolve issues - and resolve them fast, not at a time that is convenient. So if that means a day outage now, that's what it means.
Once the service is live, then stuff needs to be planned better.
So I'm not going to get upset about poor performance, downtime, etc... I signed up with eyes wide open. Of course I'll apply pressure for a resolution, because after all internetlessness sucks, but will not get upset about it.

 

[savage]

Rather than move customers over to an IS account we've come up with a plan to change routing for our customers which would in fact be a permanent solution at the same time. This means no more hassles moving forward.

If you've stated this before and I've missed it - I do apologize. This is the first that I hear that this would be a permanent solution.

I have reached out privately to you, as I have identified the issue with your account and it can be resolved very quickly and easily for you. The vast majority of the issues on your account are not related to the international issue.

I know and I agree, whatever is going on is QOS related rather than international issues related. But again, giving me a new account is not fixing the problem, it's avoiding it IMHO. Yes, I am more than likely being a little bit anal here, but view this in the bigger picture. The long term correct approach to take is to be able to diagnose and fix issues on a per account level, rather than just dishing out new accounts. So I personally, see this as doing you a favour really.

Look, I'm most certainly not attacking or trying to slander or anything like that. Frankly, I think we both know that I'm in no real position to be jumping up and down either The fact of the matter however, is that we're all very busy people. We all have things to do, we all have deadlines, and not everyone uses their internet connection for streaming and/or gaming only. I have enough to worry about and stress about already, and having to worry about my internet connection and constantly monitor and/or change things, isn't something that I would want to do in addition to the long list of things I already have to do.

If you say that there's a permanent fix coming, then so be it and I wish you all the best for it. If it resolves my issues (which it potentially could do), then absolutely great. If not, let's look at fixing it then afterwards. Making changes now, and having you make changes again within a few days, is pointless.

My initial post was also not directed at my account specifically (I haven't mentioned that at all, did I?), but rather just as a general observation. I do stand by what I've posted and that is truly what I am observing as a outsider - regardless of whether I specifically have issues or not. It's been a trend IMHO since this thread has started.

 

[ShoalDiverSA]

My philosophy is as such:
This is a pre-release service- ie, it's in beta testing. The purpose of beta testing is to identify and resolve issues - and resolve them fast, not at a time that is convenient. So if that means a day outage now, that's what it means.
Once the service is live, then stuff needs to be planned better.
So I'm not going to get upset about poor performance, downtime, etc... I signed up with eyes wide open. Of course I'll apply pressure for a resolution, because after all internetlessness sucks, but will not get upset about it.

+1.

MyBB needs an "I agree with this dude" button (or dudette, equal rights and all that).

 

[OMB]

Not all customers are migrated to this magical new network.

My internet has been more or less useless since the start of the month. But as electric said, people have choices. And mine was to jump ship. I simply don't earn enough money for extra capped accounts while my ISP (who advertise that they provide internet the way its supposed to be) is working out their (what seems like contant) problems.

Tried to download via NNTP. Got download speeds of 47 bytes (yes bytes) per second using Nextgennews. And this behaviour is not once off. It has become the norm for the past two weeks. I understand a problem for a day perhaps two. But I am nowhere near patient enough to be having this for over 2 weeks. I am sure the fanbois will stick it out, but those are also mostly the guys with extra capped accounts so it doesn't affect them as badly.

seriously?

and if you've jumped ship why post in a thread that in effect has no relevance to you?

 

[savage]

My philosophy is as such:
This is a pre-release service- ie, it's in beta testing. The purpose of beta testing is to identify and resolve issues - and resolve them fast, not at a time that is convenient. So if that means a day outage now, that's what it means.
Once the service is live, then stuff needs to be planned better.
So I'm not going to get upset about poor performance, downtime, etc... I signed up with eyes wide open. Of course I'll apply pressure for a resolution, because after all internetlessness sucks, but will not get upset about it.

+1 - and that's pretty much my sentiment as well. I am by no means upset or anything like that. I've given what I felt was constructive criticism, I've shared my views and feelings, and it is up to CW to take that to heart, or not.

 

[Crystal Web]

If you've stated this before and I've missed it - I do apologize. This is the first that I hear that this would be a permanent solution.

Because we need to be sure that it's actually working correctly before making such commitments to our customers.

I know and I agree, whatever is going on is QOS related rather than international issues related. But again, giving me a new account is not fixing the problem, it's avoiding it IMHO. Yes, I am more than likely being a little bit anal here, but view this in the bigger picture. The long term correct approach to take is to be able to diagnose and fix issues on a per account level, rather than just dishing out new accounts. So I personally, see this as doing you a favour really.

Agreed completely. There are various factors at play here at the moment that occasionally mean (like in your circumstances where I personally know what you're trying to do with your account) where it makes more sense to resolve the matter with a new account for you. It's not the norm, and not the way we intend to operate whatsoever, and doesn't mean that there is no permanent fix being worked on to resolve the issue once and for all. It's a case of understanding your issues and trying to proactively fix them for you, specifically, until we had a wider fix in place for our entire customer base. It's not a case of us not caring and simply throwing around new accounts like a certain other ISP who shall not be mentioned. It's a case of identifying the problem, accepting responsibility for the problem on our end, and doing all we can to fix it for you for now, until such time as the wider fix is in place.

If you say that there's a permanent fix coming, then so be it and I wish you all the best for it. If it resolves my issues (which it potentially could do), then absolutely great. If not, let's look at fixing it then afterwards. Making changes now, and having you make changes again within a few days, is pointless.

Agreed, which is why priority number 1 for management has been to do absolutely all we can to ensure that we're NOT applying a band-aid and are instead looking at a resolution that doesn't require the wider network roll-out and is of a more permanent nature, without customers having to change accounts, and where the only possible interruption may be to reboot/power cycle your router.

It's been a trend IMHO since this thread has started.

The trend from where we stand is not much of a trend, but more of an acknowledgement that there are some issues being ironed out on our end rather than running away from them or sticking our heads in the sand, we're working to resolve them come hell or high water. The trend is that we care enough to arrange temporary relief from issues that are ours to own up to. Also remember that we didn't start this thread, and had no intention of launching anything to anyone. We reached out privately to a few posters to join us as early-bird customers, then this thread started and it took on a life of its own. We were then thrown into the deep-end having to manage expectations of the wider community while trying to launch the ISP properly. We've done as much as we can to keep everyone happy in that respect, and I'm always keen to get feedback though on what we should be doing better in this respect.

 

[Paul Hjul]

If you say that there's a permanent fix coming, then so be it and I wish you all the best for it. If it resolves my issues (which it potentially could do), then absolutely great. If not, let's look at fixing it then afterwards. Making changes now, and having you make changes again within a few days, is pointless.

This is exactly the conundrum that constantly arises in this industry.

Certain usage cases are creating considerably more problems than others and certain services from other providers with whom we have a commercial relationship have performed differently to what has been agreed to - while we take full responsibility to our clients for the failings of partner providers, it makes long term resolution of issues considerably more complex and nuanced (and sometimes results in us taking longer to give feedback to clients than we would like). We are constantly working towards building sound relationships that allow for the best possible service offering for clients and we've adopted an operating culture that strives towards this goal of optimal service offering. We encourage genuine criticism and are incredibly grateful to our clients who engage us with data that enables us to identify and verify things and we have embarked on a project to get significantly better data concerning exchange issues than has previously appeared.

 

[Paparazzi]

Are you in CPT Pap? I am wondering if there are discrepancies between performance depending on where you live.

yep im in CPT

 

[zolly]

Thanks for clarifying things CW. At this point as long as the change fixes the packet loss for international gaming (still an issue), allows me to watch HD youtube livestreams (this was fixed recently), and hopefully get decent Twitch speeds (also still an issue), I'll be happy.

As I've stated before, I honestly don't care much about Newsgroups and torrents running slowly, it would be nice if the above was fixed.

 

[slasherjdc]

Not all customers are migrated to this magical new network.

My internet has been more or less useless since the start of the month. But as electric said, people have choices. And mine was to jump ship. I simply don't earn enough money for extra capped accounts while my ISP (who advertise that they provide internet the way its supposed to be) is working out their (what seems like contant) problems.

Tried to download via NNTP. Got download speeds of 47 bytes (yes bytes) per second using Nextgennews. And this behaviour is not once off. It has become the norm for the past two weeks. I understand a problem for a day perhaps two. But I am nowhere near patient enough to be having this for over 2 weeks. I am sure the fanbois will stick it out, but those are also mostly the guys with extra capped accounts so it doesn't affect them as badly.

can you please post a CW trace route and an afrihost/webafrica/axcess FREE 1 gig account trace route i asked you already, you keep blaiming them for all your problems when the last time you posted a trace route it showed extreme congestion...if you want to point fingers at least provide some evidence....if it is really just a problem with crystal then at least provide evidence so we can stop "fanboi"ing as you say it....coz atm it sound like your just trying to point fingers at the closest person.

 

[Dade Murphy]

Won't be joining CW if these issues aren't fixed by the first

 

[patrick123]

can you please post a CW trace route and an afrihost/webafrica/axcess FREE 1 gig account trace route i asked you already, you keep blaiming them for all your problems when the last time you posted a trace route it showed extreme congestion...if you want to point fingers at least provide some evidence....if it is really just a problem with crystal then at least provide evidence so we can stop "fanboi"ing as you say it....coz atm it sound like your just trying to point fingers at the closest person.

+1 Prove that your line & exchange are fine, AND wait until they have launched! Then you can start flinging s**t about.

From when I have started, I cannot complain at all. Taking into account the fledgling level of CW and how they were forced to cater for a flood of desperate "abusers", I hold them in admiration.

I have a 10Mbs account and we average about 10 to 15 GB per day.

Local
http://www.speedtest.net/my-result/3625956724

NY
http://www.speedtest.net/my-result/3625959267

 

[slasherjdc]

+1 Prove that your line & exchange are fine, AND wait until they have launched! Then you can start flinging s**t about.

From when I have started, I cannot complain at all. Taking into account the fledgling level of CW and how they were forced to cater for a flood of desperate "abusers", I hold them in admiration.

I have a 10Mbs account and we average about 10 to 15 GB per day.

Local
http://www.speedtest.net/my-result/3625956724

NY
http://www.speedtest.net/my-result/3625959267

only i'm averaging 15gb on m 4mb

 

[Aluroth]

I think most of us can agree that Crystal Web is not performing poor. I don't think it's living to its full potential yet (would still like to see > 1MB download speeds on my line), but I know there are some problems at startup. The only area that is really poor is gaming. I atleast have a 10GB backup account from Axxess which I used to game on. Netflix have played fine from 2 devices at the same time.

 

[patrick123]

only i'm averaging 15gb on m 4mb

You Abuser! You!!