Crystal Web (NEW ISP) ADSL Feedback

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HenkofCamelot said:
There was 5 emails and 3 pm's over period of nearly a week. Would you like me to publish all the emails and pm's, I was basically ignored until I came out strongly this afternoon. I believe my prior postings was quite civil.
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I would rather prefer that CW has sorted this out to your satisfaction than blow this thing out of proportion. I have always believed in eliminating the blame game and rather getting to a solution that everyone is happy with!
 
HenkofCamelot said:
There was 5 emails and 3 pm's over period of nearly a week. Would you like me to publish all the emails and pm's, I was basically ignored until I came out strongly this afternoon. I believe my prior postings was quite civil.
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Hi, this is a matter for private message and for us to resolve amicably should you wish to.

You weren't ignored until the public postings - in fact as stated, your login details for the service we went out of our way to provision for you at no cost, were sent prior to the public posts.

I have spoken with Paul, and I have no issues with the manner in which he handled your call with him today.

I believe that this is really now becoming a larger issue than could ever be warranted by the circumstances. We have apologised for the lack of feedback you received from us. With respect to the nature of the conversation you and Paul had, he referred you to our customer relationship agreement, which was the right thing to do considering the context of the discussion.

End of story for the public domain, and further discussions can be had in private instead should you choose, either by PM, live chat, or support.
 
Well these last few pages got a bit serious.
So let me just say this.

CrystalWeb, my uncapped unshaped account has been amazing in every possible way since i got it. No matter the time of day it just works, full speed. Your support have always been great and very patient with me even to the extent of Paul helping me on a Sunday morning.

After being with so many different ISPs over the years, i can say without any doubt that this has been the best ISP ever.
 
The only problem I had with CW this past nine days was that I was not home to use my interwebz.

I am glad I am back home to catch up on everything.
 
Anyone else having problems with Twitch streaming. Mine is buffering like a mofo. I know you guys have problems with it just asking if anyone else getting the same buffering? If so i will wait patiently for a fix!


Edit after further testing it seems it was just one stream that was lagging others are running awesomely. Should have tested more before posting. Sorry about that.
 
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I experience problems across all accounts intermittently but semi-predictably at ±7-9.30pm each night. Based on the comments during BF4, I think Telkom is tinkering with something... or at least I'd like to believe it to be the case, otherwise my ADSL is becoming increasingly impossible to use for gaming. When I look at my throughput at that time it seems very erratic, perhaps packet loss?

Reason I raise this is if I use NNTP at that time, my throughput is also between 200kbps and 300kbps (as reported by SABNZBD which i assume is smoothing the spikes and troughs when it reports).

Is there an easy way to check for packet loss - would probably need to measure over time to verify?
 
If you are seeing that kind of behaviour across accounts at specific times of the day, then the chances are its exchange congestion rearing its ugly head...
 
JustinB said:
I experience problems across all accounts intermittently but semi-predictably at ±7-9.30pm each night. Based on the comments during BF4, I think Telkom is tinkering with something... or at least I'd like to believe it to be the case, otherwise my ADSL is becoming increasingly impossible to use for gaming. When I look at my throughput at that time it seems very erratic, perhaps packet loss?

Reason I raise this is if I use NNTP at that time, my throughput is also between 200kbps and 300kbps (as reported by SABNZBD which i assume is smoothing the spikes and troughs when it reports).

Is there an easy way to check for packet loss - would probably need to measure over time to verify?
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Sadly it does sound like classic exchange congestion. But there are ways to test. We've adopted a standardised support system for testing now and it can found here, step by step which you can follow and send the data to us - https://support.crystalweb.co.za/po...ort-a-problem-to-crystal-web-step-1-9-10-2014 (you will need to register on the portal first, and there is an SSL cert warning for now - actual support portal goes live this month).

In our help centre you will also now find a few other knowledgebase articles on common topics like slow speeds, packet loss, and so on.
 
Must say, generally I'm happy with my experience.
Was busy working on my network last night/morning and suddenly things were a bit sluggish. Watched the real time traffic and saw that my downloads had kicked in and were running line speed.
Similarly my streaming of SS over the weekend was great.
Twitch was a bit of a hit an miss. Some streams were smooth, others not.

I haven't checked for packet loss the last few days, but it was a problem the last time I checked.

I have recently removed my QoS, so I felt the impact.
I must still figure out if I can run a QoS in pfsense.
 
Crystal Web said:
Sadly it does sound like classic exchange congestion. But there are ways to test. We've adopted a standardised support system for testing now and it can found here, step by step which you can follow and send the data to us - https://support.crystalweb.co.za/po...ort-a-problem-to-crystal-web-step-1-9-10-2014 (you will need to register on the portal first, and there is an SSL cert warning for now - actual support portal goes live this month).

In our help centre you will also now find a few other knowledgebase articles on common topics like slow speeds, packet loss, and so on.
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Thanks Shaun - I also suspected congestion, TelkomZA say there's no congestion on my exchange however (FWIW). I'll look through the articles to see if anything helps.
 
saa044 said:
Ran this test at work, WOW. Thanks for the link CW.

http://n3.netalyzr.icsi.berkeley.edu/summary/id=36ea240d-22080-799cccc5-c9b0-4225-af50
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This tool is incredible. It tests everything about your connection, from the internal networking to the outbound WAN traffic, port blocking on yours and our side, runs a speedtest, runs a tracert from their servers to your connection which can help us to determine whether there's a general fault on some links unrelated to us, runs advanced TCP and UDP tests, DNS tests and more with a single click of the mouse button. It also checks for packet loss and runs a speedtest to a neutral server that is not prioritised on our network, so is a very good way of 1) keeping us in check; 2) helping us obtain the most data we can to determine the quality of the connection; and 3) to diagnose possible issues.

This tool, combined with a pathping result is the ultimate in support testing - it's another one of those occasions where we feel we're going over and above on the support desk to help our customers as quickly as possible.
 
JustinB said:
Thanks Shaun - I also suspected congestion, TelkomZA say there's no congestion on my exchange however (FWIW). I'll look through the articles to see if anything helps.
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Run through the step by step diagnostic process in those articles, and send the data to us and we'll be able to analyse it for you and help out.
 
Anyone having auth issues?
My line went dead this morning and I logged a calk to Telkom. My line is back up again but its not connecting using my CW deets.
If I use the Telkom guest account it connects.

@CW can someone check this for me please, I'm posting from my cellphone and can't get to live chat using this browser.

EDIT: Nevermind - the problem fixed itself :D
 
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Always best to PM me instead so you can include account details. Remember that we don't own mybroadband and there is no mybroadband username field when signing up, so we can't reconcile your mybroadband username with your account properly.

Lucky for you though I know who you are. But you can't always rely on my memory. I certainly don't. :D

There were some port errors on your connection. I've reset the connection on our end and it should authenticate. If you have any further issues PM me.
 
Crystal Web said:
Always best to PM me instead so you can include account details. Remember that we don't own mybroadband and there is no mybroadband username field when signing up, so we can't reconcile your mybroadband username with your account properly.

Lucky for you though I know who you are. But you can't always rely on my memory. I certainly don't. :D

There were some port errors on your connection. I've reset the connection on our end and it should authenticate. If you have any further issues PM me.
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Thanks DJ, next time I'll be sure to PM you with my username. Those errors must have be from my ADSL line going dead earlier.

Maybe adding a myBB name field wouldn't be a bad idea.

Thanks again, now my son can stop nagging me to fix his YouTube
 
No problem. I've got a MyBroadband username field in our CRM but on signup it will only serve to confuse non-mybroadband users, and as much as we'd like to encourage traffic this way, it can't be at the expense of strain on support structures in any way. I'm afraid that once our agents start waxing lyrical about how awesome mybroadband is, they won't stop.*


*Cheque, please...
 
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