Crystal Web (NEW ISP) ADSL Feedback

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savage said:
Some days I need to do extensive testing, other days I don't. Some days I use allot of bandwidth, other days, I don't. I don't feel that there's anything wrong with that. I run a business and I will do what is required to ensure that my business remains optimally operational. That is why I purchased uncapped accounts to begin with, and I will never, ever, consider a capped account, regardless of how high that cap is.

The fact remains, I am paying them for a *uncapped* account. I did not *ask* to be put on unshaped bandwidth - they choose to do so out of their own free will (frankly, no one was asked). When they offered the temp IS accounts, I actually declined to make use of it, as I didn't need it and thus, I saved them money.

Now I am being punished for their decision - even though, they are MORE than happy to shape protocols when network usage is high on their side - that's a bit like having your bread buttered on both sides isn't it? Instead of giving everyone unshaped and uncapped bandwidth, why was the issue with the network (and qos) not *fixed* rather than *avoiding* the problem?

Again, going back - this was yet again a band aid, that was applied to fix a completely separate issue. Again, the band aid just fell off... Now a new band-aid will just be applied again by giving me a different / new account (again)... How long until that band aid comes off, again? Now I get a new account, and I get spammed yet again by more emails from CW that they can't stop due to a "bug"




With all due respect DJ... I'm not interested in another band aid, or another 'hack'. If my usage is unacceptable to CW, tell me, and let me move on to where it would be acceptable.

It's been (over) three months... At some point in time, CW (or their vendors / suppliers) need to start to *fix* problems, and stop applying band aids and quick fixes.
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Um, were you not aware that you essentially signed up for a beta product? I can't speak for everyone else but I knew I was going to be a guinea pig when I signed up.
 
savage said:
Firstly, I don't download 100GB a day... Go read up a bit... Secondly, can you please point me to their web site where their products has been defined, and what the costs thereof is? OH wait - it doesn't exist. It just gets delayed and delayed and delayed. Lastly, I have told DJ in private numerous times I would be more than happy to pay for some kind of business account when it is released, I have to date, not heard a word about it. So yes, I think you just need to please get your ducks in a row a little bit.
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They quoted me the cost of their business packages when i signed up and said i could move if i wanted to? maybe you should go check live chat....

no i'm not talking average download here im talking ever. you downloaded nearly 100gbs within a 24hr period..i already said you downloaded 20gbs day on average.....Downloading 100gbs in 1 day then nothing for 6 days is worse than downloading 150gbs spread over a week. if your ever in a situation where you need to download 100gbs in a single day even once a month you shouldn't be on a home account....
sm68 said:
Have to say that I agree with savage. Refer back to the original email sent;

"...we’re going to UNSHAPE your internet for the month once the upgrade has completed. Yes, over the next 48 hours we will be transitioning you over from an uncapped, shaped account, to an unshaped, uncapped experience, because you’re awesome and we love you!" JUST DON'T USE IT!!

The email did ask that you don't change usage patterns, but those had been blown out the water with the issues anyway. Savages usage certainly doesn't indicate that he's downloading 24/7. Suddenly there's emails going out that you're not within the "norm" but you're never an abuser, yeah right!

I was upfront initially about what I wanted and how much my household uses and on what. Now I'm "outside the norm" and can't get a straight answer about happens should I exceed the allotted 200 cap imposed.
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i already said he doing 20gbs a day on average but there was 2 days where he did way more than 60gbs within 24hrs
 
sm68 said:
I was upfront initially about what I wanted and how much my household uses and on what. Now I'm "outside the norm" and can't get a straight answer about happens should I exceed the allotted 200 cap imposed.
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Your account gets assigned an RFC1819 IP address, and you're effectively cut off from the internet unable to access anything (not even cw.co.za's live chat to try and sort it out). Which ironically, helps allot considering there's no alternative method to contact them that does NOT rely on a Internet connection that has just been suspended, effectively.

And *this* is what is pissing me off. The blunt, complete disregard for you as a client, disconnecting you at 4AM in the morning only to wake up with *NO* means to contact CW at all.
 
sm68 said:
Have to say that I agree with savage. Refer back to the original email sent;

"...we’re going to UNSHAPE your internet for the month once the upgrade has completed. Yes, over the next 48 hours we will be transitioning you over from an uncapped, shaped account, to an unshaped, uncapped experience, because you’re awesome and we love you!" JUST DON'T USE IT!!

The email did ask that you don't change usage patterns, but those had been blown out the water with the issues anyway. Savages usage certainly doesn't indicate that he's downloading 24/7. Suddenly there's emails going out that you're not within the "norm" but you're never an abuser, yeah right!

I was upfront initially about what I wanted and how much my household uses and on what. Now I'm "outside the norm" and can't get a straight answer about happens should I exceed the allotted 200 cap imposed.
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If you can please send me the communication with our agents where the confusion came in I'll investigate and resolve it on my side for you. Apologies about this.
 
savage said:
The blunt, complete disregard for you as a client, disconnecting you at 4AM in the morning only to wake up with *NO* means to contact CW at all.
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OK this is turning into an argument between other users and that's not what we want.

We've never had a blunt disregard for customers at all. Far from it.

I will follow up in private with you, savage.
 
I too have noticed degraded speeds since yesterday (on my flatmates torrents). I know and have explained to him that he cannot download the internet and torrents are the last thing any ISP cares for.

A rough estimate is that my household has done about 180GB this month. Am I back on the "shaped" experience? I did have the concerns that if you open up the uncapped tap, people would just let it gush.

I am really keen to see you guys launch so we can have some sort of idea of what accounts we can select. At the moment it is a bumpy ride with regards to data usage. Latency has been fantastic for online gaming, which is my (personal) main use out of the account. I schedule my downloads for the midnight session and I am happy with that. That's been my usage pattern for years and will most likely never change.

On the other hand, I have my non technical internet noobie friend who gets varying degrees of usage out of the account, mainly that of finding old movies and series not available through other means other than torrents. Which take place on "his" time, during the day. He doesn't mind being shaped, just so long as he gets what he wants, eventually. He is just concerned that it is going awesome, and then all of a sudden the honeymoon is over and he is back to the experience of every ISP ever of trickle throughput during the day.
 
slasherjdc said:
They quoted me the cost of their business packages when i signed up and said i could move if i wanted to? maybe you should go check live chat....

no i'm not talking average download here im talking ever. you downloaded nearly 100gbs within a 24hr period..i already said you downloaded 20gbs day on average.....Downloading 100gbs in 1 day then nothing for 6 days is worse than downloading 150gbs spread over a week. if your ever in a situation where you need to download 100gbs in a single day even once a month you shouldn't be on a home account....
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Then CW is not the ISP for me. But then why can't CW be upfront, and SAY so.... Yes, it's a beta product, yes, we're guinea pigs. Yes, I am well aware of it.

It's been asked numerous times before, and I'll ask it again - WHEN is this stopping? CW can't give dates, because CW keeps on changing things. If you develop a product according to a spec, and the spec keeps changing... When exactly are you finished with your development so that you can launch your product? The answer is never.
 
savage said:
Then CW is not the ISP for me. But then why can't CW be upfront, and SAY so.... Yes, it's a beta product, yes, we're guinea pigs. Yes, I am well aware of it.

It's been asked numerous times before, and I'll ask it again - WHEN is this stopping? CW can't give dates, because CW keeps on changing things. If you develop a product according to a spec, and the spec keeps changing... When exactly are you finished with your development so that you can launch your product? The answer is never.
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We've moved over to a raw IPC capacity model which was the plan (rather than custom shaping on products designed in tangent with our upstream providers) but it's happened far quicker than we planned, and that has teething problems as you're well aware. It's quite a process and doesn't happen overnight. This is the first month of a far better experience after having other troubles rectified as well.

If I could offer you a specific date I'd be the happiest person on the planet right now.

EDIT: I have tried to catch you on Skype to talk.
 
savage said:
Then CW is not the ISP for me. But then why can't CW be upfront, and SAY so.... Yes, it's a beta product, yes, we're guinea pigs. Yes, I am well aware of it.

It's been asked numerous times before, and I'll ask it again - WHEN is this stopping? CW can't give dates, because CW keeps on changing things. If you develop a product according to a spec, and the spec keeps changing... When exactly are you finished with your development so that you can launch your product? The answer is never.
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sigh......are you saying you expect to be able to download 100gbs solid whenever you want to on a home account? Then im sorry to break it to you but there is NO ISP for you, stay far away from IS(webafrica etc), even their business accounts because even they will shape you with 100gbs of solid downloading in a single day. your only hope is afrihost business.

Also they actually never capped you. all that happened is you hit their safety net on their unshaped trial and your back to the normal accounts not cut off, it's not like their normal accounts are broken...you said you were fine with them now your going back on them so whats the problem? that you had no internet for a few hours? does it suck? yes...worth complaining raging over for hours? no.
 
slasherjdc said:
sigh......are you saying you expect to be able to download 100gbs solid whenever you want to on a home account?
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I don't believe that's what he's saying at all. I understand savage's point, and we're talking privately now, so let's not turn this into a lengthy argument here any longer.
 
Damn, and here I was ready to go off and hire a venue for the fight.. I thought ticket sales might actually make it worthwhile...
 
Crystal Web said:
I don't believe that's what he's saying at all. I understand savage's point, and we're talking privately now, so let's not turn this into a lengthy argument here any longer.
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Guess i'm just missing it then. just seemed like he thought there was nothing wrong with 100gbs in 24hrs, if it's something else then i apologize.
 
slasherjdc said:
Also they actually never capped you. all that happened is you hit their safety net on their unshaped trial and your back to the normal accounts not cut off, it's not like their normal accounts are broken...you said you were fine with them now your going back on them so whats the problem? that you had no internet for a few hours? does it suck? yes...worth complaining raging over for hours? no.
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They have CAPPED me, assigned me a 10.x.x.x IP address (and still do), and I am unable to reach anything on the Internet. I am actually not going back to CW, we will be parting ways until after they have launched, at which time I will re-evaluate. As I said, it's obviously not working for me RIGHT NOW, I understand that, and I accept that.
 
slasherjdc said:
Guess i'm just missing it then. just seemed like he thought there was nothing wrong with 100gbs in 24hrs, if it's something else then i apologize.
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No, savage is happy to pay for an account that works for him day and night which is his valid requirement. Currently we're moving to our final network implementation, and this means hiccups are to be had, but they affect savage and his business. Bottom line is it's our responsibility to ensure that he's on the right product for his needs.
 
savage said:
They have CAPPED me, assigned me a 10.x.x.x IP address (and still do), and I am unable to reach anything on the Internet. I am actually not going back to CW, we will be parting ways until after they have launched, at which time I will re-evaluate. As I said, it's obviously not working for me RIGHT NOW, I understand that, and I accept that.
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Wait you mean they refused to give you back your normal uncapped account?
ok forget what i said that's unacceptable.
they didn't even give us a choice they forced us onto these accounts if we can't get back if we overuse them then we are all screwed :(
 
savage said:
As I said, it's obviously not working for me RIGHT NOW, I understand that, and I accept that.
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Perfectly understandable.

We'll have an account suitable for you shortly once the full network implementation is done.
 
slasherjdc said:
Wait you mean they refused to give you back your normal uncapped account?
ok forget what i said that's unacceptable.
they didn't even give us a choice they forced us onto these accounts if we can't get back if we overuse them then we are all screwed :(
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I am sure that was just a hiccup, don't believe that they will do that unpurpose.
 
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