Crystal Web (NEW ISP) ADSL Feedback

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Paul Hjul said:
The website is a component of the launch
A website and launch is unrelated to whether a company is trading.
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Got that.
Crystal Web (Pty) Ltd is trading and in open for business. As with many business startups we have engaged with the process of client relationship building before launching a public drive to attract customers. Two of the directors of the company are members of this forum (myself and DJ) and naturally discussions on the business came into the forum especially when customers who were actively seeking a new ISP received test accounts.
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Gotcha
As soon as uptake as a result of this forum began Crystal Web has had a customer representative, and we have been truly humbled by the level of positive interest this business has generated.

An ISP without a website is one of life's ironies, much like the fact that in order to have my internet enabled at University I secured a handwritten note stamped by the Registrar. The website is being developed in order to automate processes whereas our current activities are built around building and testing processes and preparing contingencies.
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Understood.
Crystal Web said:
The internet doesn't stop at 5pm or 9pm. We think our costs are incredibly reasonable...
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And hats off to you for offering 24x7 support. You will get plenty support based on your rates. If I were to offer any advice, I'd say be careful of setting expectations of 24x7 support up front if it's not sustainable. If it is, you will do well IMO.

I'm all for trying a new ISP.
 
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iaywtimnbe said:
And hats off to you for offering 24x7 support. You will get plenty support based on your rates. If I were to offer any advice, I'd say be careful of setting expectations of 24x7 support up front if it's not sustainable. If it is, you will do well IMO.

I'm all for trying a new ISP.
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Thanks
One of the reasons why 24/7 hours support for an ISP is so important is because in addition to the 24/7 nature of usage of the internet a large number of operationally important events occur after hours. At the moment we are monitoring the network closely because of the spike that occurs at the end of the month as some capped customers use their accounts (and this is not exclusively customers on our backbone) and we are needing to observe as our customers whose accounts go live at midnight. If support at an ISP is only available during business hours then at 8am on the 1st you could have an array of problems that have cascaded. Naturally the bulk of customer support staff manhours occur during the hours of the highest demand from customers and it is likely that just before and just after working hours will be the time periods at which the most hands will be on deck.
 
Would love to see some photos of your ops room. Where you are currently monitoring the network. :P But seriously, would love to see your load graphs and then after midnight, how it spikes. That would be interesting to see. You can take out the units. Just the overall layout of the graph would be cool to see as time goes on for a few hours after midnight.

I love the personal touch with this ISP. They really get their hands dirty, especially the owners. That shows a lot of dedication.
 
saa044 said:
Here's hoping you got my proof of paymnt and I can start using my account in 15 minutes. :)
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You most certainly can.

All is ready to go - the authentication process is a batch, so give it a few minutes if it doesn't immediately connect...
 
I thought it was tomorrow night, whoops.

Will have to sort out payment tomorrow.

Cool, looking forward to giving this a try!
 
On behalf of everyone at Crystal Web I would like to personally thank our early adopters, and welcome them to the Crystal Web experience as of midnight tonight. We are both humbled, and excited by the uptake in our pre-launch specials, as well as the words of encouragement by the mybroadband community at large. We will sincerely endeavour to make your internet experience the best you can get.

Please note that for all support related queries, please contact [email protected] and our team will be on-hand to resolve any issues you're experiencing. While our 24 hour support is only available from launch, we offer a very high availability for pre-launch customers, with of course the personal touch of both Paul and I behind the scenes to resolve any queries you may have.

Regards

Shaun (DJ...)
 
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copacetic said:
I thought it was tomorrow night, whoops.

Will have to sort out payment tomorrow.

Cool, looking forward to giving this a try!
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We've noticed a few unpaid invoices. But never fear. We have not deactivated these accounts - they will be processed for activation on the indicated activation date(s). We will follow-up with customers over the coming days should invoices remain outstanding, but we're confident that we have a great bunch of early-bird mybroadband customers, and are hardly concerned about this...
 
Crystal Web said:
We've noticed a few unpaid invoices. But never fear. We have not deactivated these accounts - they will be processed for activation on the indicated activation date(s). We will follow-up with customers over the coming days should invoices remain outstanding, but we're confident that we have a great bunch of early-bird mybroadband customers, and are hardly concerned about this...
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Oh wait, hold on - I see what happened. You guys invoiced me for the 4 meg, not 10 meg. Last I heard, it was going to be amended.

I would like to have internet tomorrow, so am going to pay the 10 meg amount to you guys now...
 
copacetic said:
Oh wait, hold on - I see what happened. You guys invoiced me for the 4 meg, not 10 meg. Last I heard, it was going to be amended.

I would like to have internet tomorrow, so am going to pay the 10 meg amount to you guys now...
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Can you confirm with a quick message to support so that I can investigate and ensure that it has been corrected by the team on the system?

Many thanks
 
Crystal Web said:
We've noticed a few unpaid invoices. But never fear. We have not deactivated these accounts - they will be processed for activation on the indicated activation date(s). We will follow-up with customers over the coming days should invoices remain outstanding, but we're confident that we have a great bunch of early-bird mybroadband customers, and are hardly concerned about this...
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Oh wait, hold on - I see what happened. You guys invoiced me for the 4 meg, not 10 meg. Last I heard, it was going to be amended.

I would like to have internet tomorrow, so am going to pay the 10 meg amount to you guys now...

Yep, I'll forward the relevant mails, and am going to pay at the same time. I'm exhausted, and would like to go to sleep!

*edit*

I'm a bit a of a retard though, just a heads up - First I got the months incorrect, and then I managed to miss month-end today. :o

Don't rely on me for anything.
 
Woodlands said:
Counting down the days until July 1st....
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Counting down the minutes here, get failed to authenticate ourselves with peer. But my bad, I saw a couple of minutes as 5 minutes lol. Can say support got back to me in under a minute, that must be a record.
 
saa044 said:
Counting down the minutes here, get failed to authenticate ourselves with peer. But my bad, I saw a couple of minutes as 5 minutes lol. Can say support got back to me in under a minute, that must be a record.
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Got back to me in less then 30 seconds no joke.
Still waiting to authenticate as well...
 
Apologies for the delay in authentication. Something is awry with the batch auth system - so far only one account has been authenticated properly. Seems this will be a longer process than we originally anticipated so we sincerely apologise for the wait. Hold tight, you will be authenticated, and know that we are working frantically behind the scenes to ensure that this happens as quickly as possible.

Thanks for your patience...
 
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Crystal Web said:
Can you confirm with a quick message to support so that I can investigate and ensure that it has been corrected by the team on the system?

Many thanks
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Okay, I have forwarded a rambling mail explaining proof of payment, who I am, etc.

Capitec should send through the PoP to 'sales@crys...' (although they can be slightly, err, flexible in how efficiently they do this).

I'm support ticket 69 (obligatory, ehehe, etc...) if you need anything more.

Cool, best of luck with dealing with all of us MyBB buggers.
 
copacetic said:
Okay, I have forwarded a rambling mail explaining proof of payment, who I am, etc.

Capitec should send through the PoP to 'sales@crys...' (although they can be slightly, err, flexible in how efficiently they do this).

I'm support ticket 69 (obligatory, ehehe, etc...) if you need anything more.

Cool, best of luck with dealing with all of us MyBB buggers.
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Thanks copa. Note that in future you should send PoP to [email protected] but I'll process from the mail you sent us manually. Go get some rest...
 
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