Crystal Web (NEW ISP) ADSL Feedback

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copacetic said:
Well, was on livechat and was asked to reset my router.

This obviously kicked me off of the chat and it's offline now...
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All online now. Not sure why this system keeps reflecting as offline when it's not. We're investigating. Apologies.
 
Crystal Web said:
Still quicker than any other ISP's customer service. :p
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To be clear, I didn't mean the response time - I mean it literally was taking minutes to get from the *fill in your info* page to the actual support guy.

The actual response time for the human on the other side is great.
 
copacetic said:
To be clear, I didn't mean the response time - I mean it literally was taking minutes to get from the *fill in your info* page to the actual support guy.

The actual response time for the human on the other side is great.
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I think their might be a slight queue ,after all this is pre-launch i wouldn't be surprised if there's only 1 to 2 supports guys up at any time [-]which is twice as many as other isps have during business hours[/-]
 
Crystal Web said:
Hi guys,

We've seen a rise in queries about slow streaming performance from some customers, and there is one common denominator: Unotelly. We've tested on our end and they do appear to be having a few issues here and there. Because streaming is completely uncontended and unshaped on our network, please ensure that if you experience poor streaming, you use the default Crystal Web DNS settings (obtain automatically in your router) and flush your DNS (in command prompt in Windows the command is ipconfig /flushdns. On a Mac it involves kicking it really hard in our opinion, or dscacheutil -flushcache;sudo killall -HUP mDNSResponder according to some silly customers of ours using Macs) :p
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Great stuff, thought I was the only insane one hating mac's. :p You might as well load Ubuntu with a Linux theme, same thing. Yes the osx apps won't work which is a good thing. I have to struggle with a Macbook Crap on a daily basis at work, where every Windows pc will do what it's suppose to except the Macbook Crap. Hate those things with a passion.
 
slasherjdc said:
I think their might be a slight queue ,after all this is pre-launch i wouldn't be surprised if there's only 1 to 2 supports guys up at any time [-]which is twice as many as other isps have during business hours[/-]
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No, it was a 'wheels spinning' type problem, nothing to do with them being available, I don't think (as in, a symptom of my internet issue that prompted me to reach them in the first place). The actual human response time is just great, especially considering it's a bloody Friday night.
 
slasherjdc said:
I think their might be a slight queue ,after all this is pre-launch i wouldn't be surprised if there's only 1 to 2 supports guys up at any time [-]which is twice as many as other isps have during business hours[/-]
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Actually we have more to be honest. Seriously.
 
Okay, I've now been migrated to an IS account.

My thoughts on the live chat:

If rebooting the router is going to cause the live chat to DC and cause the customer to enter all their details again, it's probably worth warning them about this or putting a system in place that handles this better.

I'm sorry to be this guy, and perhaps I'm just an ******* nazi, but it is (I suspect) important to get punctuation and grammar correct, even in the informal (ish) setting of a live chat. It directly reflects a perception of competency in the context of a support issue, where the customer is possibly irate already, and therefore unreasonably 'judgy'.

That being said - It wasn't as if I felt I was talking to someone with a learning disability, just that... dot your i's and cross your t's, you know!
 
slasherjdc said:
how many at 3am excluding you and paul :P
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Depends on the number of customers we have. We have a scalable business. And they're all our own employees, not some random bloke in Bengal who knows nothing about our business. Our model is built on customer service and product brilliance.

copacetic said:
Okay, I've now been migrated to an IS account.

My thoughts on the live chat:

If rebooting the router is going to cause the live chat to DC and cause the customer to enter all their details again, it's probably worth warning them about this or putting a system in place that handles this better.

I'm sorry to be this guy, and perhaps I'm just an ******* nazi, but it is (I suspect) important to get punctuation and grammar correct, even in the informal (ish) setting of a live chat. It directly reflects a perception of competency in the context of a support issue, where the customer is possibly irate already, and therefore unreasonably 'judgy'.

That being said - It wasn't as if I felt I was talking to someone with a learning disability, just that... dot your i's and cross your t's, you know!
Click to expand...

I honestly wish everyone would learn to use grammar correctly, and we push for this internally, but we have no quality control measure for grammar other than the management systems we've put in place that copy every 3rd mail from an agent to their manager to review. We can't do this yet for live chats though. We do aim for quality in this respect, as you'll know by my DJ... username. ;)
 
Crystal Web said:
Depends on the number of customers we have. We have a scalable business. And they're all our own employees, not some random bloke in Bengal who knows nothing about our business. Our model is built on customer service and product brilliance.



I honestly wish everyone would learn to use grammar correctly, and we push for this internally, but we have no quality control measure for grammar other than the management systems we've put in place that copy every 3rd mail from an agent to their manager to review. We can't do this yet for live chats though. We do aim for quality in this respect, as you'll know by my DJ... username. ;)
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SHOW THEM THIS!!!

god I love this video.
[video=youtube;8Gv0H-vPoDc]https://www.youtube.com/watch?v=8Gv0H-vPoDc[/video]
 
Crystal Web said:
I honestly wish everyone would learn to use grammar correctly, and we push for this internally, but we have no quality control measure for grammar other than the management systems we've put in place that copy every 3rd mail from an agent to their manager to review. We can't do this yet for live chats though. We do aim for quality in this respect, as you'll know by my DJ... username. ;)
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Indeed, and as such, I figured it was an issue of import to you.

I will just be offering any off-the-cuff observations as I deal with you guys - As with most of MyBB (I suspect), I'd like you guys to do as well as you possibly can, which will include all those niggling final touches.

First though, concentrate on getting the network sorted, obviously. :D
 
copacetic said:
PoE latency is not good:


MHq9b2W.png


It's very laggy and spiky.
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As a point of comparison with the provided IS account:

aLHmo6t.png
 
Haha, I am guilty of "quotation marks" for emphasis.

Anyways, account is locked and loaded. That Youtube vid streamed well, no buffering.

Most importantly: Wildstar latency sitting on 250ms average. Feels smooth as well.

Very glad to have playable latency again! I think this gives you guys some breathing room on getting whatever needs to get sorted out done and dusted. If I may ask, does the bad latency have anything to do with Cybersmart's backbone? Because I always had terrible latency from them when I was a customer.
 
For anyone experiencing streaming issues...try power cycling your router. Not a "real" solution but it does seem to fix something my side....especially if the connection has been active for a long time.
 
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