Crystal Web (NEW ISP) ADSL Feedback

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Crystal Web said:
This is the constant battle we have in providing support. Earlier in the thread a customer mentioned he cancelled and was mightily peeved with us because we asked him to run a pathping, which we prefer over a tracert. This wasn't a case of trying to pretend that we weren't having issues - it's actually a responsible manner in which to effectively rule out other potential problems.

It would be incredibly easy for me to tell support staff to just blame all slow speeds on our problems, but this would be incredibly irresponsible of us, as well as incredibly lazy. We could simply set that up as an automated response and tell our actual support staff to go home. We prefer to offer proper support. A previous customer got so upset about us doing this where we identified proper exchange congestion that he went on a bit of a crusade against us thereafter.

But really when we ask for diagnostic information, we're doing so because it's the right way to address problems; it helps us gather important information to better support customers; and it's in our opinion the better way to offer support. We may be experiencing issues, but that doesn't preclude a customer from experiencing other problems that we can potentially help with as well. We'll never know, and importantly you may never know unless we actually go through a procedure to identify the root-cause of whatever problems you're experiencing.
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This was similar to my case as well: dumb ASUS router ****ing up things behind the scenes.
It was only after a number power-cycles and config resets that I ultimately did a factory and port reset, which resolved my issue.
Equipment is going to be like this, even the popular brands, like ASUS.

I really appreciated the support I received from you guys: even though the problem wasn't on your side, you still tried everything in the book to help diagnose the problem.
 
Messugga said:
It's actually not so difficult! Even I managed with a bit of Googleing and a few resets back to factory settings, of the router :p
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I almost want to think i got you over to the Microtik side? hehe. And is it a improvement on your previous setup?
 
Well I just tested with a game of War Thunder to EU server, remained 0% packet loss for just about the full game. Latency was also very stable.
 
saa044 said:
I almost want to think i got you over to the Microtik side? hehe. And is it a improvement on your previous setup?
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I've always known about Mikrotik but you provided the nudge to actually get it up and running. I have a Ubiquiti WIFI AP so I was already on the way to getting rid of crappy all-in-one devices.
My network seems pretty fast and faultless at the moment. Joining the network is fast, I haven't had to reset devices in weeks and generally, I'm just very pleased.
 
Crystal Web said:
If you can convince everyone to purchase the necessary equipment, and agree to support their setups, we'll throw you a 2% discount.

How's that for a deal?! :p
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If I can get everyone to get my setup you only have to worry about the problem being at the exchange or at your side. I am not a Microtik fanboy, it's just they do what they are suppose to without stuffing anything up. :)
 
saa044 said:
If I can get everyone to get my setup you only have to worry about the problem being at the exchange or at your side.)
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Or a config issue on the Microtik, at which point we send them your phone number for support.
 
Messugga said:
I've always known about Mikrotik but you provided the nudge to actually get it up and running. I have a Ubiquiti WIFI AP so I was already on the way to getting rid of crappy all-in-one devices.
My network seems pretty fast and faultless at the moment. Joining the network is fast, I haven't had to reset devices in weeks and generally, I'm just very pleased.
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Glad to hear it. I could have helped you a bit more via pm's, but it's more gratifying getting the thing setup on your own. I got that mentality from Ptawug lol.
 
CW, can you guys just drop me a mail or PM with regards the status of my line, I'm in and out of meetings in CT the whole day today and running a workshop all day tomorrow, the office is kind of in the dark around what's happening.

Thanks
 
*ponders getting a rackmounted Mikrotik for my study*

Then again, I don't really need it since I have a 24port Gigabit switch in place already.
 
Crystal Web said:
Or a config issue on the Microtik, at which point we send them your phone number for support.
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Not really. 1st step is to add a Ip Address, 192.168.1.0/24. Second step is to add a dhcp server starting with 192.168.1.1 - 254. Third step is to setup mangle rules (a bit detailed, but as soon as 1 works you just copy it, change the name of the rule under comments, the mark and IP) and fourth is to add that mangle rule to the q tree and set the values per device IE min 256kbps and max 4mbps, Min 2mbps and max 4mbps etc.... :) For instance I have a main category, under my main category is a sub category pc's with the users, sub category Phones / tabs with the users. In my instance my pc's gets the most bandwidth IE 2mbps - 4mbps and so on.
 
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Ol' Mean Bastid said:
CW, can you guys just drop me a mail or PM with regards the status of my line, I'm in and out of meetings in CT the whole day today and running a workshop all day tomorrow, the office is kind of in the dark around what's happening.

Thanks
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Already on it from this morning for you. Paul is handling this one as we speak.
 
Crystal Web said:
This is the constant battle we have in providing support. Earlier in the thread a customer mentioned he cancelled and was mightily peeved with us because we asked him to run a pathping, which we prefer over a tracert. This wasn't a case of trying to pretend that we weren't having issues - it's actually a responsible manner in which to effectively rule out other potential problems.

It would be incredibly easy for me to tell support staff to just blame all slow speeds on our problems, but this would be incredibly irresponsible of us, as well as incredibly lazy. We could simply set that up as an automated response and tell our actual support staff to go home. We prefer to offer proper support. A previous customer got so upset about us doing this where we identified proper exchange congestion that he went on a bit of a crusade against us thereafter.

But really when we ask for diagnostic information, we're doing so because it's the right way to address problems; it helps us gather important information to better support customers; and it's in our opinion the better way to offer support. We may be experiencing issues, but that doesn't preclude a customer from experiencing other problems that we can potentially help with as well. We'll never know, and importantly you may never know unless we actually go through a procedure to identify the root-cause of whatever problems you're experiencing.
Click to expand...

Some people think fixing a problem (even on their end) is as easy as pushing that big red FIX button on a magical software interface. I mean, I pay an extra R50 a month just for that very service!

Things look like they are falling in to place. I know it is hard to be patient (not one of many virtues) but I do trust in DJ and Paul, they have a lot riding on pleasing us forumites as we are the very vocal mouthpiece that can make or break an ISP.
 
saa044 said:
Then add that 24 port switch to one of the mikrotik lan ports and off you go. :D
Click to expand...

Its just a BIT of overkill to have that many ports for a damn house..... :D

Its an idea thats latched in my head though, so time will tell.
 
Haven't tried any download speeds this morning yet, but after the brief CW outage last night (I assume people were fiddling and fixing things), so far, I'm getting 0% packet loss internationally today :D Fantastic job whatever you did last night! Hope the tweaking continues to go well. Will provide some more feedback a bit later on today; as for now, things are looking great! (in Gauteng area)
 
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