Crystal Web (NEW ISP) ADSL Feedback

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hmm.
Warning bells here... Please don't do an afrihost on us.
 
Shaping:

Currently our accounts prioritise gaming, streaming and browsing. In fact this traffic is uncontended. Where customers have experienced issues was on the international side, which is mostly resolved, and in Gauteng where we've identified a routing issue that's being resolved. We then have shaping pools setup for p2p and nntp during certain times of day, and very big http downloads (temporary, and only at certain times of the day). If however you schedule these downloads for, say, midnight onwards you should get full line speed no matter what.

As we introduce the new systems online properly, the first thing to fall away is the large http download shaping. It's only there now because Gauteng is having issues and we can't isolate shaping geographically. Second shaping to be released and given more "juice" is p2p and nntp.

No shaper ever works 100%, so if you're experiencing poor speeds that don't seem correct, contact support and let us know. It's this feedback that's vital to getting things working as close to 100% as possible. I know the inclination is to post and complain about it, but honestly the best course of action is to contact support first and let us see if we can pick up where the issue is. If it's on the shaping side we'll fix it. If it's something to do with the account, we'll fix it. If it's shaping being applied, we'll tell you. If it's line related, we'll tell you. If it's a known issue on our end, we'll tell you.

There are many reasons why you may experience slow speeds, and they're not always related to shaping or anything to do with issues on our end. Even our support staff have got slack and have occasionally resorted to explaining poor speeds away with simple answers relating to issues we're having, and this is wrong, and we've rectified this on our end. But we really want and actually need the feedback from you, directly to us on the support desk to ensure that we get it resolved as quickly as possible.

We of course aren't suggesting that you don't post here - quite the contrary. But your first port of call for poor speeds should always be the support desk so that we can fix anything that may be broken. :)
 
Crystal Web said:
Shaping:

Currently our accounts prioritise gaming, streaming and browsing. In fact this traffic is uncontended. Where customers have experienced issues was on the international side, which is mostly resolved, and in Gauteng where we've identified a routing issue that's being resolved. We then have shaping pools setup for p2p and nntp during certain times of day, and very big http downloads (temporary, and only at certain times of the day). If however you schedule these downloads for, say, midnight onwards you should get full line speed no matter what.

As we introduce the new systems online properly, the first thing to fall away is the large http download shaping. It's only there now because Gauteng is having issues and we can't isolate shaping geographically. Second shaping to be released and given more "juice" is p2p and nntp.

No shaper ever works 100%, so if you're experiencing poor speeds that don't seem correct, contact support and let us know. It's this feedback that's vital to getting things working as close to 100% as possible. I know the inclination is to post and complain about it, but honestly the best course of action is to contact support first and let us see if we can pick up where the issue is. If it's on the shaping side we'll fix it. If it's something to do with the account, we'll fix it. If it's shaping being applied, we'll tell you. If it's line related, we'll tell you. If it's a known issue on our end, we'll tell you.

There are many reasons why you may experience slow speeds, and they're not always related to shaping or anything to do with issues on our end. Even our support staff have got slack and have occasionally resorted to explaining poor speeds away with simple answers relating to issues we're having, and this is wrong, and we've rectified this on our end. But we really want and actually need the feedback from you, directly to us on the support desk to ensure that we get it resolved as quickly as possible.

We of course aren't suggesting that you don't post here - quite the contrary. But your first port of call for poor speeds should always be the support desk so that we can fix anything that may be broken. :)
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your live chat is offline :/ more like im worried about
This.
Capturetemp.PNG
(AH backup gets line speed.)
im doing all 4 of them coz when i do 1 i get 15kb/s

also i can manually 8-thread some downloads thats why i say 8 connections works fine :/
 
Last edited:
Sinbad said:
hmm.
Warning bells here... Please don't do an afrihost on us.
Click to expand...

We've actually spent a considerable amount of effort now prioritising gaming on these accounts, streaming, browsing, and the only shaping applied is on downloads now because of Gauteng. And this is now going to be "fixed" for you as well, in that http downloads will no longer be shaped like they are, and we also have an interim solution for this as well. We're busy testing this now to introduce in the next few days too. So effectively we're moving towards p2p and nntp download shaping during the day, which is the way it should be. The only issue is http downloads for now. The gaming latency issue is Gauteng-related, and if we can't roll out the fix by CoB today we'll move you to an alternate backbone.
 
Crystal Web said:
We've actually spent a considerable amount of effort now prioritising gaming on these accounts, streaming, browsing, and the only shaping applied is on downloads now because of Gauteng. And this is now going to be "fixed" for you as well, in that http downloads will no longer be shaped like they are, and we also have an interim solution for this as well. We're busy testing this now to introduce in the next few days too. So effectively we're moving towards p2p and nntp download shaping during the day, which is the way it should be. The only issue is http downloads for now. The gaming latency issue is Gauteng-related, and if we can't roll out the fix by CoB today we'll move you to an alternate backbone.
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Cool - thanks :)
As I posted in the AH uncapped host, the dealbreaker for me with them was downloading device drivers at 12% line speed. Of course, I was happy to come over this side, but THAT provided the push that overcame the inertia.
 
Crystal Web said:
We've actually spent a considerable amount of effort now prioritising gaming on these accounts, streaming, browsing, and the only shaping applied is on downloads now because of Gauteng. And this is now going to be "fixed" for you as well, in that http downloads will no longer be shaped like they are, and we also have an interim solution for this as well. We're busy testing this now to introduce in the next few days too. So effectively we're moving towards p2p and nntp download shaping during the day, which is the way it should be. The only issue is http downloads for now. The gaming latency issue is Gauteng-related, and if we can't roll out the fix by CoB today we'll move you to an alternate backbone.
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@Crystalweb: word of advice, I suggest you get off mybb for the time being and push your guys to have these issues fixed by CoB today, otherwise you are going to have a backlash... p2p and nntp fine, I get. But http, no. Not even temporarily.
 
Looney said:
@Crystalweb: word of advice, I suggest you get off mybb for the time being and push your guys to have these issues fixed by CoB today, otherwise you are going to have a backlash... p2p and nntp fine, I get. But http, no. Not even temporarily.
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ironically my p2p works fine lol http...no just no it hurts :/
 
Looney said:
@Crystalweb: word of advice, I suggest you get off mybb for the time being and push your guys to have these issues fixed by CoB today.
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It's when people start posting crap like that that reps decide it's better to leave us in the dark about developments. Please, don't be THAT guy.
 
Well as feedback, as of the time of posting an IDM 4 connection HTTPS download wont breach the 80KB/s bar, and Twitch streaming is unwatchable as the same less then 80KB/s applies.
 
Soulcode said:
It's when people start posting crap like that that reps decide it's better to leave us in the dark about developments. Please, don't be THAT guy.
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On the contrary. I am pro-Crystalweb and want them to succeed. My advice was merely suggestion that a lot of other people are not going to be happy that now http is going to be shaped as well, even temporarily. The backlash is going to come from other users, not from me.
 
Crystal Web said:
Some good news for Western Cape and KZN customers: we have been able to fix most, if not all issues without moving to the new IP range. We will also be resetting these accounts soon to ensure that they perform as brand spanking new accounts. If you have continued problems in Cape Town over the next 48 hours of testing please let us know.

Gauteng customers stay tuned for more info as we begin to resolve the problems as well. If you are not moved over to the new IP range (we have picked up on some routing issues) we will move you over to an alternate backbone in the interim until the final upgrade is completed. While no other ISP typically does this, we accept that this is being done because of issues on our end, and we are not trying to punt ourselves with this resolution, but rather acknowledge the issue and fix it as soon as possible.

Know that this is not an easy process on our end and we're trying to facilitate this as quickly as humanly possible for you. Gauteng is the only really affected location still as the upgrade process completes, and we will ensure that you have your connection "back" in working order over the next 24 hours. This is not an IPC capacity issue by the way. This is part of a wider upgrade to the entire routing process which is causing some hassles. The international link issues have also been mostly resolved and nearly all capacity is now online.

We're trying to be as open and transparent with you all as we can, and will continue to be so.
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Much appreciated, as a Western Cape customer I shall go forth and test...
 
Looney said:
On the contrary. I am pro-Crystalweb and want them to succeed. My advice was merely suggestion that a lot of other people are not going to be happy that now http is going to be shaped as well, even temporarily. The backlash is going to come from other users, not from me.
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temporarily shaping http is fine......single threaded downloads have been like this for me since start im only bringing it up coz they said: fix is live, shape, and http in the same paragraph :/

also atm single threaded downloads are only going at 10% of the speed of p2p....aka i think they missed a fix
 
Looney said:
On the contrary. I am pro-Crystalweb and want them to succeed. My advice was merely suggestion that a lot of other people are not going to be happy that now http is going to be shaped as well, even temporarily. The backlash is going to come from other users, not from me.
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Then I misunderstood. I apologize :)
 
Paparazzi said:
Who still downloads via HTTP? that's so 70s!
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A lot of people have started doing large downloads on HTTP in order to circumvent the shaping of NNTP, P2P etc ...

Also HTTP as a protocol doesn't go as far back as the 70's :p
 
Looney said:
On the contrary. I am pro-Crystalweb and want them to succeed. My advice was merely suggestion that a lot of other people are not going to be happy that now http is going to be shaped as well, even temporarily. The backlash is going to come from other users, not from me.
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We do appreciate the feedback, and we have no intention of ever leaving mybroadband, nor leaving anyone in the dark. We've go thick skin, and we knew full well what we were getting in to, which is why we're trying to be as transparent as we possibly can.
 
Crystal Web said:
We do appreciate the feedback, and we have no intention of ever leaving mybroadband, nor leaving anyone in the dark. We've go thick skin, and we knew full well what we were getting in to, which is why we're trying to be as transparent as we possibly can.
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I appreciate what you guys are doing and I certainly understand the issues you are facing.

I tried power cycling my modem 30 mins ago and I'm still on the old 105 IP range. Do you have a time frame that we can expect users to be migrated to the new IP range?

I only ask because I feel it's important to give us a clearer timeframe to expect. There are already quite a few people here that are getting frustrated. Not everyone is as chilled as I am :)
 
Crystal Web said:
We do appreciate the feedback, and we have no intention of ever leaving mybroadband, nor leaving anyone in the dark. We've go thick skin, and we knew full well what we were getting in to, which is why we're trying to be as transparent as we possibly can.
Click to expand...

Ja, internet users on this forum sure do know how to bitch! Such is the nature of the industry I guess...
 
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