Crystal Web (NEW ISP) ADSL Feedback

[Gboss]

Much better. Now I can read that page without needing my Ray Bans

 

[hawky358]

Is CW actually running i.e. can you sign up and use them?
So far I've had no replies to my emails and the 30mins for sign up is now around 2 hours...

 

[hawky358]

Ok nevermind. Response received... (Automated)

 

[Paul Hjul]

Is CW actually running i.e. can you sign up and use them?
So far I've had no replies to my emails and the 30mins for sign up is now around 2 hours...

Hi has this been sorted out? If not please drop me a PM - somebody might get a "strongly worded email" in a few minutes

 

[Paul Hjul]

Signed up last week and am really impressed with the excellent speeds, service and forum representation - well done CW.

Quick question on the T&C's in the Shaping section:
"On exhausting a first tier data allocation a customer will be migrated to either the second or third tier shaping"
What is the data allocation value/threshold for the first tier and second tier?

Okay on the Fusion product the standard is 100 gigs and a move to tier 2
on 20Mbps (and new 10Mbps) the allocation is 200 gigs

 

[Paul Hjul]

Uh CW......

Just read this on your site:

"We give you hundreds of gigs before applying any shaping,"

Might want to rephrase that as it could create an unrealistic expectation. Also I was chatting to one of your agents and he said what is advertised as "Crystal Clear Uncapped" on the website is the same as the "Fusion"m package.

Now correct me if I am wrong but I thought the Fusion clients were supposed to receive higher priority on the network even after we have reached our unshaped limit. Has something changed that I missed?

I am little concerned and I think the agent might of been a lil confused.

The term fusion in the product name is being dropped because the fusion approach is our standard. The priority data from the shaping thresholds remains.

 

[Gatsby]

The term fusion in the product name is being dropped because the fusion approach is our standard. The priority data from the shaping thresholds remains.

Ahhhhh...ok, confusion cleared up. Thanks.

 

[hawky358]

Does Crystal Web have an account which is similar to "Business" DSL of other ISPs? I just received my account and clearly some sort of shaping or throttling.
I am running a steam download at between 20% - 40% of line speed ... . Telkom test account at 100%

 

[Freakboy]

http://www.crystalweb.co.za/ then you just click on the Talk to Crystal Web here thing bottom right. Last I seen they offer a 2 or 3 hour test acc, so best is to ask for it when you can use it. But from my side personally it is miles above any ISP I ever tried. I was with Wazzup ISP, then Mweb and lastly Afrihost. Did spend 2 months on Axxess when they had the 10mbps special last year. I also have test accounts with other ISP's and them included does not come close to the experience I have now. I only stream and game and my ping to the trion servers in the US is even perfect.

Thanks, will chat to someone now.

 

[copacetic]

Okay on the Fusion product the standard is 100 gigs and a move to tier 2
on 20Mbps (and new 10Mbps) the allocation is 200 gigs

What do you mean by new 10Mbps?

One of the reasons I downgraded to 4, was this threshold, if I upgrade to 10 again, will there be 200 gigs of unshaped data available?

 

[JesseG]

What do you mean by new 10Mbps?

One of the reasons I downgraded to 4, was this threshold, if I upgrade to 10 again, will there be 200 gigs of unshaped data available?

+1 to this, looking for a new ISP, 200 gig threshold seems reasonable

 

[slvR]

setup my pfsense box to throw all traffic between midnight and 6am to the WA account, take that mikrotik nerds

 

[Paul Hjul]

What do you mean by new 10Mbps?

One of the reasons I downgraded to 4, was this threshold, if I upgrade to 10 again, will there be 200 gigs of unshaped data available?

Yep

 

[zll]

Okay on the Fusion product the standard is 100 gigs and a move to tier 2
on 20Mbps (and new 10Mbps) the allocation is 200 gigs

And new 10 Mbps? I'm on Fusion 10 meg, so do I get 200 gigs?

 

[Paul Hjul]

And new 10 Mbps? I'm on Fusion 10 meg, so do I get 200 gigs?

depends when you signed up - there is also a slight price change. Hop onto live chat

 

[Zenbaas]

What do you mean by new 10Mbps?

One of the reasons I downgraded to 4, was this threshold, if I upgrade to 10 again, will there be 200 gigs of unshaped data available?

I have a feeling a herp derp derp moment is fast approaching.

 

[copacetic]

I have a feeling a herp derp derp moment is fast approaching.

Hmm?

 

[F1 Fan]

Do you guys actively monitor your support emails? I always have to wait very long for a response.

 

[Crystal Web]

So Crystalweb I have some more constructive criticism for you, in regards to the new chat window. (as someone who uses it often)

These are just a few things I noticed when using it now that I think should be looked into.

• The new chat window is to small. Making it a pop out window would be nice as then we can just resize it ourselves.
• The new chat doesn't show when an agent is typing a message which was useful in the old chat.
• There is no audio telling me when an agent has responded, which was nice in the old one because you could open a chat and go onto other tabs waiting for that audio.
• The enter key now sends a message instead of separating the line.
• There is no place holder to enter your CW username in the chat box before starting a session.
• The text input box is too small as you can only see one and a half lines of entered text, which means I have to write my responses in notepad first and then copy paste.
• Finally, something I liked doing was being able to rate the person who helped me. Not a big deal this one, just something I noticed.

This is what I have noticed so far.

Appreciate the feedback. There is going to be some customisation of the CSS over the coming days there. You can rate the agent still, but when you close the chat, click the plus button and end the chat instead of using the traditional [x] button.

Uh CW......

Just read this on your site:

"We give you hundreds of gigs before applying any shaping,"

Might want to rephrase that as it could create an unrealistic expectation. Also I was chatting to one of your agents and he said what is advertised as "Crystal Clear Uncapped" on the website is the same as the "Fusion"m package.

Now correct me if I am wrong but I thought the Fusion clients were supposed to receive higher priority on the network even after we have reached our unshaped limit. Has something changed that I missed?

I am little concerned and I think the agent might of been a lil confused.

We've standardised the branding there. We're pushing for a standardised industry rating of shaping. Fusion may just be that, but in terms of a product name, we've opted to standardise the product now as the baseline.

Signed up last week and am really impressed with the excellent speeds, service and forum representation - well done CW.

Quick question on the T&C's in the Shaping section:
"On exhausting a first tier data allocation a customer will be migrated to either the second or third tier shaping"
What is the data allocation value/threshold for the first tier and second tier?

Depends on the line speed.

Is CW actually running i.e. can you sign up and use them?
So far I've had no replies to my emails and the 30mins for sign up is now around 2 hours...

Does Crystal Web have an account which is similar to "Business" DSL of other ISPs? I just received my account and clearly some sort of shaping or throttling.
I am running a steam download at between 20% - 40% of line speed ... . Telkom test account at 100%

We've had a few teething issues with the new system today which we'll be resolving over the coming days. My apologies about that. This change integrates all systems and is intended to make agents, provisioning, and support far more efficient. Apologies that you had some issues - I think the Steam stuff was a little glitch - always best to talk to live support and let them have a look to see what's potting.

 

[Crystal Web]

Do you guys actively monitor your support emails? I always have to wait very long for a response.

Our backend systems changed. I've been working on this for a while now, and decided to push it out and run two systems in tandem today in case of any issues. Unfortunately this meant that I was up until 10am this morning, and while I tried to put a decent guide together and have been training the staff on the system before, it is still a bit of a learning curve and I wasn't there to guide them through. I fell into the trap of becoming "the expert" on the new systems assuming they were simple to manage and learn for everyone else.

I apologise for today. I'm working the weekend on taking all of the feedback and fixing what's not optimal. Your feedback helps, so thank you.