Crystal Web (NEW ISP) ADSL Feedback

[snail112]

.....If 500 gigs of unshaped data then subsequent shaping when its bypassed makes us worse than another ISP, then that ISP is surely going to be lucky to have you back.

All the best.

And there I thought I would use my 68GB by the end of August.

My normal 200-300GB usage might come into play next month as I tried to use WA's 50TB promotion to DL all the stuff I wanted this month.

I will be happy with a shaped uncapped account with low contention ratio, that have gaming, banking and email services prioritized during peak times and be more unshaped after 6/7pm until 6am.

 

[Fjorko]

Hello, just want to find out if you guys @ CW have found the bug in your usage email system, as I'm still getting them emails ! ;-)

I'm not a customer anymore, so I should prolly not be getting them.

Just saying !

Have a nice evening.....

 

[StevenC]

its quite funny how a company that started out with great intentions somehow lost that intentions.

shaping is to keep business accounts priority during office hours 07.00 - 17.00 but to be shaped to 40kbps at 21.11 in the evening, that's ridiculous. and that's plain throttling.

Well intentioned, but then come along people like you, who take advantage, get slapped on the wrist, then circumvent the rules. I am fairly certain that DJ is politely telling you to eff off

Did he offer you a higher usage account for a larger sum of money? Did he try to ensure you would stay?
Or did you think, hey neato, a nice unshaped account that I can go crazy with! Did you ever get that usage with OW?

Not to sure why you are still here arguing the point. They asked you to be reasonable with your usage, but you scoffed all the goodies at the table, not thinking you would suffer the consequences.

 

[Crystal Web]

its quite funny how a company that started out with great intentions somehow lost that intentions.

shaping is to keep business accounts priority during office hours 07.00 - 17.00 but to be shaped to 40kbps at 21.11 in the evening, that's ridiculous. and that's plain throttling.

when I signed up there had been no terms and conditions, AUP or FUP and I did not been notified about any changes as a matter of fact.

I signed up for an uncapped account. nowhere it said what type of account. or that you would be shaped to 40kbps on a 4mb line at 21.11 which is clearly after hours.

I send emails to support that took more than 24 hours to be answered compared to 3 minutes when I signed up. I tried online support numerous times without anything happening.

and when stating that then I'm slandering???

I don't think so. I've actually only replied to your posts.

Time-stamp of your chat that was missed was 2:24pm. You left the chat at 2:24pm as well, so perhaps not quite as accurate a victim trail as you're making this out to be.

Your email about the speed was sent at 9pm on a Sunday - 24 hour support is offered Monday to Friday and weekend support are available from 10am to 5pm.

I had a look at today's interaction as well:

AUG 25TH, 2014 AT 2:31PM - You
AUG 25TH, 2014 AT 2:43PM - CW support
AUG 25TH, 2014 AT 2:48PM - You
AUG 25TH, 2014 AT 2:55PM - CW support
AUG 25TH, 2014 AT 3:03PM - You
AUG 25TH, 2014 AT 3:22PM - CW Support
AUG 25TH, 2014 AT 3:42PM - You sending test results (escalated to technical support staff thereafter)
Investigation
AUG 25TH, 2014 AT 4:29PM - Me, explaining why your account was being shaped, due to shaping bypassing being detected
AUG 25TH, 2014 AT 6:25PM - You cancelling

It's all good and well getting upset with a service that's legitimately not working, but when it's worked for 500GBs unshaped then shaping is applied legitimately, and you thereafter use a service known for bypassing shaping, cancelling, throwing your toys out of the cot and calling us names is hardly the mature thing to do. Making out as if support somehow drop the ball with you once you're signed up is also not on, nor is the "you're worse than <insert ISP>" because we enforce rules, after giving you a massive amount of leeway all month on this.

We've accepted that you'd like to cancel, and we're not arguing with you about it. Your expectations about what to expect from your account (700GB per month as you explained) on services such as the ones that resulted in shaping applied today, and expecting this during the day, on a standard account at R599 per month for 10Mbps is not in line with any ISP's offering out there in this country that we're aware of.

 

[Crystal Web]

One of the things I asked today was what the fup is. Mainly because our average monthly is between 300 to 600 GB. I just dont want us throttled because we had a busy month

I expect this to double or possibly triple in the next 6 to 8 months. I want to use the cloud for much more than the current basics. Kinda don't think I am going to be using the same package as the person complaining though...

Well, you're going to be on fibre, and you're going to get a sublime experience. Going to reply to your mail in the morning. Just have a ton on my plate at the moment and this current issue is adding to it.

 

[Crystal Web]

Hello, just want to find out if you guys @ CW have found the bug in your usage email system, as I'm still getting them emails ! ;-)

I'm not a customer anymore, so I should prolly not be getting them.

Just saying !

Have a nice evening.....

Yes, all will be resolved at the end of the month when the update to the servers rolls in. Apologies about this.

 

[Fjorko]

Yes, all will be resolved at the end of the month when the update to the servers rolls in. Apologies about this.

Cool beans !

 

[HavocXphere]

The weird lag spikes on local IS TF2 server are getting a tad annoying.

Saw 11ms (wow) and 110ms (also wow)...same server. A stable 20 - 30 would be much appreciated.

 

[snail112]

For 1 or other reason my internet banking (Std Bank) is not working 100%. Tried to EFT money to the CW account, it shows tomorrows date as paid but I am unable to retrieve the proof of payment.

 

[Crystal Web]

For 1 or other reason my internet banking (Std Bank) is not working 100%. Tried to EFT money to the CW account, it shows tomorrows date as paid but I am unable to retrieve the proof of payment.

Pretty sure I saw your EFT go in on my end, but always best to send it through in any case.

Thank you.

 

[snail112]

Pretty sure I saw your EFT go in on my end, but always best to send it through in any case.

Thank you.

It is setup to send the PoP to billing@.., but I am unable to print it off my profile to send it. Guess I have to go to the bank tomorrow afternoon and sort it.

 

[Aquadyne]

It is setup to send the PoP to billing@.., but I am unable to print it off my profile to send it. Guess I have to go to the bank tomorrow afternoon and sort it.

Sounds like you may have done a future dated payment. Therefore all the anomalies.

 

[ToxicBunny]

The one I ordered a couple hours before toxic is awaiting clearance in Kempton Park. I don't think they're dodgy like that.
More likely his unit just missed a daily pickup by ups

I'm thinking the same thing...

Its a process fail on their part more than anythingdodgy...

 

[F1 Fan]

500gigs:wtf:

Anyway, I have no idea what my usage is, and don't really care at this point. Service has been amazing and hopefully it continues. I haven't changed my downloading habits at all and only download at night. I'm not sure if I'm still on the unshaped service, but I haven't been told anything.

If Im over my limit, will I be notified?

 

[Crystal Web]

500gigs:wtf:

Anyway, I have no idea what my usage is, and don't really care at this point. Service has been amazing and hopefully it continues. I haven't changed my downloading habits at alll and only download at night. I'm not sure if I'm still on the unshaped service, but I haven't been told anything.

If Im over my limit, will I be notified?

Yes, and you're fine. The system will cap you, and then support will fix it for you.

We're working on getting that part of the system a bit smarter at the moment so we can simply force a disconnect and change to the shaped IP range, but it's easier said than done.

 

[Hectic]

500gigs:wtf:

Anyway, I have no idea what my usage is, and don't really care at this point. Service has been amazing and hopefully it continues. I haven't changed my downloading habits at all and only download at night. I'm not sure if I'm still on the unshaped service, but I haven't been told anything.

If Im over my limit, will I be notified?

I think it also depends on what he did last month. We were asked to keep our usage the same as last month.

In terms off unshaped, I'm a bit below par for me. Include the shaped of the first 7 days and I'm on par for my monthly data usage.

 

[Hectic]

Are usage of software like Peerblock and Zenmate for Chrome frowned upon?

 

[Crystal Web]

I think it also depends on what he did last month. We were asked to keep our usage the same as last month.

In terms off unshaped, I'm a bit below par for me. Include the shaped of the first 7 days and I'm on par for my monthly data usage.

And that's the beauty of our model. We're going to look to put together some custom packages for our customers to an extent, to ensure that they're on the right product for their specific needs and at the right price. Let's do a quick forecast in this respect - 5000 customers over 2 years. That's 7 customers per day we need to sign up. On a 20% close ratio that's 34 sales discussions a day, or 1.5 per hour. This is why we run a 24 hour desk with enough staff. Because it's very achievable, and could mean the difference between you making 10 frustrated calls a month to your ISP about "problems" that are not problems at all on a technical or network level, but simply about you being on the wrong product for your needs.

When you have 3 products to please everyone, you fail. We've learned that already. If you have 100 products to please everyone, you fail because it's too confusing. If you have a human being willing to listen to what you want, make it easy to talk to them, and create a custom product for your requirements, you're in a far better position.

That's our pipe-dream at least.

 

[F1 Fan]

And that's the beauty of our model. We're going to look to put together some custom packages for our customers to an extent, to ensure that they're on the right product for their specific needs and at the right price. Let's do a quick forecast in this respect - 5000 customers over 2 years. That's 7 customers per day we need to sign up. On a 20% close ratio that's 34 sales discussions a day, or 1.5 per hour. This is why we run a 24 hour desk with enough staff. Because it's very achievable, and could mean the difference between you making 10 frustrated calls a month to your ISP about "problems" that are not problems at all on a technical or network level, but simply about you being on the wrong product for your needs.

When you have 3 products to please everyone, you fail. We've learned that already. If you have 100 products to please everyone, you fail because it's too confusing. If you have a human being willing to listen to what you want, make it easy to talk to them, and create a custom product for your requirements, you're in a far better position.

That's our pipe-dream at least.

Another point, not sure if this could be popular, I'm willing to pay for 3-6 months internet upfront if I'm able to use an unshaped account on the condition that I maintain my habits...

Im sure you'd find others that wouldn't mind this arrangement....for you, it's fixed income...

 

[Crystal Web]

Are usage of software like Peerblock and Zenmate for Chrome frowned upon?

Put very simply, Peerblock, no as that's you blocking the connection. Zenmate yes, because that's you encrypting all traffic, meaning that our shaper often can't detect the traffic as coming from the default source we expect. So we can't apply proper network management to this traffic. We also can't only release any shaping on this traffic only for you.

Put yourself in our shoes as an ISP - we need to put together a pricing structure for a product on a specific shaping basis and forecast usage, as well as manage the entire network on this basis. Now customer A encrypts all traffic and bypasses this shaping. Customer A now costs us money, and overall costs everyone else, not just in that customer A is now hogging the bandwidth, but because we now lose money on customer A and don't have those funds to invest in future capacity. Customer A is now hogging IPC, national transit, and international throughput all at the same time. So either we raise the price of that product to everyone just for customer A to use his encryption, or we put together a more appropriately priced product for customer A and he either accepts this or finds another ISP that doesn't care about proper network management for the sake of their business and entire customer base. Then, when that ISP is bankrupt, hopefully IPC costs would have reduced to the point where we no longer have to apply shaping to customer accounts and customer A can return.