Crystal Web (NEW ISP) ADSL Feedback

[slasherjdc]

I am sure that was just a hiccup, don't believe that they will do that unpurpose.

Yeh but from what it sounds like, They still haven't given him one.(that or he messed up his tenses )

 

[Electric]

Stop defending CW ppl.
Some of us have legitimate concerns and issues.

 

[savage]

No.

They offered to even extend my threshold on my unshaped account. I opted not to accept their offer however, as I don't want to sit with the same issue again in a couple of weeks time (potentially). It's my own decision and it's my right to take that decision as well. I simply do not want to sit and monitor my usage day in and day out. When I need to use the Internet, I require my Internet to work - it's as simple as that.

 

[saa044]

Stop defending CW ppl.
Some of us have legitimate concerns and issues.

But the thing is, you get problems (Nzb's, Torrents etccc) and problems (Youtube, Netflix, Hulu, Remote Desktop, Dropbox) and my opinion is that the most problems are of a illegal kind and I don't think you can measure a ISP by the illegal kind of bandwidth. From day one when I joined CW everything worked, yes some services like Google was crap for a while, but the rest was ok. Just my opinion, I don't wanna fight or have a debate about this.

 

[Electric]

But the thing is, you get problems (Nzb's, Torrents etccc) and problems (Youtube, Netflix, Hulu, Remote Desktop, Dropbox) and my opinion is that the most problems are of a illegal kind and I don't think you can measure a ISP by the illegal kind of bandwidth. From day one when I joined CW everything worked, yes some services like Google was crap for a while, but the rest was ok. Just my opinion, I don't wanna fight or have a debate about this.

Let me put it into perspective then.
On Saturday for the first time in a while in fact the first time since being on CW my son decided to play Black ops with a friend.
I was playing CS:GO at the time, I have never experienced this on another ISP
Once he got into game, the gaming latency shot up and I was kicked from the CS server.

Hulu HD streaming is not possible anymore.
My son has to watch Youtube on 240p or CS is unplayable.

All of which is more than possible on a competitive ISP.

 

[slasherjdc]

No.

They offered to even extend my threshold on my unshaped account. I opted not to accept their offer however, as I don't want to sit with the same issue again in a couple of weeks time (potentially). It's my own decision and it's my right to take that decision as well. I simply do not want to sit and monitor my usage day in and day out. When I need to use the Internet, I require my Internet to work - it's as simple as that.

they did not give you the option to go back to standard uncapped?

ok somethings up.....they can't seriously expect everyone to sit their monitoring our usage everyday.....from what it sounds like, if you hit that number on your usage page you lose all internet access and all they do is effectively "top" you up...

 

[Heisenborg]

My son has to watch Youtube on 240p or CS is unplayable.

All of which is more than possible on a competitive ISP.

This part isnt true. You cant download/stream and expect no latency issues, regardless of isp

 

[Crystal Web]

Wait you mean they refused to give you back your normal uncapped account?(

No, we did not.

Please guys, there's far too much conjecture here regarding a specific customer's account that will not be handled in the public domain.

That is not what happened, and is not what is happening, and savage and I are discussing this in private, as requested.

 

[saa044]

This part isnt true. You cant download/stream and expect no latency issues, regardless of isp

Cough you can if you have a Mikrotik Router cough.

 

[Electric]

This part isnt true. You cant download/stream and expect no latency issues, regardless of isp

Stop defending CW.
I'm not here for a fight.
I am here to give feedback to CW.

I am not expecting my latency to stay super low.
Don't twist my post.
If he watches anything above 240p, the game becomes 'unplayable' on LOCAL servers.
Not international, not a bit laggy, UNPLAYABLE.

 

[Heisenborg]

Stop defending CW.
I'm not here for a fight.
I am here to give feedback to CW.

I am not expecting my latency to stay super low.
Don't twist my post.
If he watches anything above 240p, the game becomes 'unplayable' on LOCAL servers.
Not international, not a bit laggy, UNPLAYABLE.

geez dude, i am not defending them, im not even with them so calm down. You cant play games and download same time, PERIOD

 

[stefan9]

Let me put it into perspective then.
On Saturday for the first time in a while in fact the first time since being on CW my son decided to play Black ops with a friend.
I was playing CS:GO at the time, I have never experienced this on another ISP
Once he got into game, the gaming latency shot up and I was kicked from the CS server.

Hulu HD streaming is not possible anymore.
My son has to watch Youtube on 240p or CS is unplayable.

All of which is more than possible on a competitive ISP.

Something strange going on there. I am able to have both eso and swtor logged at the same time and both having their normal latencies.

 

[slasherjdc]

This part isnt true. You cant download/stream and expect no latency issues, regardless of isp

wrong. streaming should not kill your ping i easily maintain 160ms in d3/wow while roommate is watching hd netflix AND i have downloads running in the background. that certainly is a QoS problem with your ISP or router, what you are talking about is specific to wireless broadband(god damn iburst) :/

people misunderstand this because of torrents.....torrents don't just kill connections, they kill exchanges too

No, we did not.

Please guys, there's far too much conjecture here regarding a specific customer's account that will not be handled in the public domain.

That is not what happened, and is not what is happening, and savage and I are discussing this in private, as requested.

you seem to be misunderstanding. He is not the only person worried about the problem he's having as alot of us were asked when you moved us over and you assured us it was just a number and we wouldn't be cut off.

 

[Crystal Web]

Stop defending CW.
I'm not here for a fight.
I am here to give feedback to CW.

I am not expecting my latency to stay super low.
Don't twist my post.
If he watches anything above 240p, the game becomes 'unplayable' on LOCAL servers.
Not international, not a bit laggy, UNPLAYABLE.

To the best of my knowledge our agents have indicated to you that there's a general problem in the Eastern Cape which appears to have to do with routing on the core network there over the Telkom network. We've escalated it on our end to the appropriate teams and are waiting feedback from them. Bottom line is we're waiting on feedback from Telkom on this one.

 

[Totempole]

I'm interested in giving Crystal Web a try eventually, but I'm waiting for them to resolve their problems first. Even if it takes a year, I'll be waiting patiently.

 

[Crystal Web]

you seem to be misunderstanding. He is not the only person worried about the problem he's having as alot of us were asked when you moved us over and you assured us it was just a number and we wouldn't be cut off.

For the sake of complete transparency, we're effectively running two networks now. Our own, and one on our upstream providers running custom shaping as previously was the case. We moved you over to our own at our expense giving you as much of an unshaped experience as possible and we'd prefer that usage remains in line with our predictions for your account. If you exceed this, we move you back to your uncapped account again at another expense to us, so we'd absolutely prefer that this not be the case. If everyone did this, we'd have a serious problem, hence why we've asked that people remain vigilant about remaining below their predicted usage. It's a give and take.

Customers were repeatedly asking for uncapped unshaped. We said okay, but we're going to need some serious data to predict usage on this, hence the move over for you guys. It's a case of listening to what you want, and us investing in doing so. We ran prediction models, and allocated a very healthy unshaped experience for everyone, in excess of all previous month's usage or in excess at least of predicted usage for the month. We honestly believe that's really fair. But if everyone sees this as a target and nails their lines to full capacity, firstly we have terrible data to work with in terms of unshaped, and secondly we have to move everyone back over to uncapped accounts for the month at a further expense to us.

We weren't being cagey about anything because we wanted to, we simply wanted to keep usage within the norm for proper data for the unshaped trial and to encourage customers to keep their usage below predicted usage so that we're not at risk of having to pay twice this month for everyone's access, which places massive financial strain on us. A gig costs an ISP in excess of R5 on average to operate (for the sake of transparency here again). So to keep everyone happy, to get some data for our unshaped trial, and to say thanks for your continued support, we decided to trial this at our expense, in the hope that customers would appreciate the gesture and help us maintain our network correctly by managing their own usage, rather than us having to.

But then some customers decided to do 100GBs per day and often at peak times. Put yourself in our shoes here for a second. That's crazy for us to absorb during a trial of this.

Bottom line is you won't be cut off if you hit your predicted usage, but you will be assigned an uncapped account, further at our expense for the month, so we'd absolutely prefer that you not do this.

That's about as transparent as I can get on this.

 

[savage]

Bottom line is you won't be cut off if you hit your predicted usage, but you will be assigned an uncapped account, further at our expense for the month, so we'd absolutely prefer that you not do this.

But then DJ again, for the sake of clarity (and please excuse this that I am hammering on this). Why was my account cut off at 4:10AM this morning? Just help me (and I'm sure others) understand this. If I wasn't cut off, this entire morning would more than likely have turned out differently, but waking up with a non working Internet connection and a RFC1819 IP address on my WAN interface, I'm sure you can understand the shock and horror.

Irrespective of what has been said before, irrespective of high or low usage, what happened on my account this morning *was* being cut off.

 

[Totempole]

... but waking up with a non working Internet connection and a RFC1819 IP address on my WAN interface, I'm sure you can understand the shock and horror.

somewhat on the dramatic side today?

 

[Crystal Web]

But then DJ again, for the sake of clarity (and please excuse this that I am hammering on this). Why was my account cut off at 4:10AM this morning? Just help me (and I'm sure others) understand this. If I wasn't cut off, this entire morning would more than likely have turned out differently, but waking up with a non working Internet connection and a RFC1819 IP address on my WAN interface, I'm sure you can understand the shock and horror.

Irrespective of what has been said before, irrespective of high or low usage, what happened on my account this morning *was* being cut off.

The last time we tried to implement an IP changeover to the 41 range there were massive issues. It still forces a disconnect on the connection as it has to for the IP range to move over. The systems on our own network are not yet 100% ready to make this clean changeover as we'd hoped - it's a technical issue we're working on as it moves bandwidth from our own to a commercial partner.

Hence the cut-off and issuing of a new account rather.

 

[slasherjdc]

For the sake of complete transparency, we're effectively running two networks now. Our own, and one on our upstream providers running custom shaping as previously was the case. We moved you over to our own at our expense giving you as much of an unshaped experience as possible and we'd prefer that usage remains in line with our predictions for your account. If you exceed this, we move you back to your uncapped account again at another expense to us, so we'd absolutely prefer that this not be the case. If everyone did this, we'd have a serious problem, hence why we've asked that people remain vigilant about remaining below their predicted usage. It's a give and take.

Customers were repeatedly asking for uncapped unshaped. We said okay, but we're going to need some serious data to predict usage on this, hence the move over for you guys. It's a case of listening to what you want, and us investing in doing so. We ran prediction models, and allocated a very healthy unshaped experience for everyone, in excess of all previous month's usage or in excess at least of predicted usage for the month. We honestly believe that's really fair. But if everyone sees this as a target and nails their lines to full capacity, firstly we have terrible data to work with in terms of unshaped, and secondly we have to move everyone back over to uncapped accounts for the month at a further expense to us.

We weren't being cagey about anything because we wanted to, we simply wanted to keep usage within the norm for proper data for the unshaped trial and to encourage customers to keep their usage below predicted usage so that we're not at risk of having to pay twice this month for everyone's access, which places massive financial strain on us. A gig costs an ISP in excess of R5 on average to operate (for the sake of transparency here again). So to keep everyone happy, to get some data for our unshaped trial, and to say thanks for your continued support, we decided to trial this at our expense, in the hope that customers would appreciate the gesture and help us maintain our network correctly by managing their own usage, rather than us having to.

But then some customers decided to do 100GBs per day and often at peak times. Put yourself in our shoes here for a second. That's crazy for us to absorb during a trial of this.

Bottom line is you won't be cut off if you hit your predicted usage, but you will be assigned an uncapped account, further at our expense for the month, so we'd absolutely prefer that you not do this.

That's about as transparent as I can get on this.

I understand that fine im no where near hitting mine. i like the idea but the bottom line is he did hit it and he literally got blocked from the internet without warning(his perspective)...should he have been allowed to download that much? no but you should have had at least noticed he used half his predicted usage in less than 6days and said "hang on lets make sure he doesnt get cut off when he reaches it."
it's not that what your doing is a problem, the problems is you should have some mechanism to notify you or the customer of excessive usage...(on the unshaped accounts)
at the very least their should have been some sort way to access the crystal web website. i can only assume the same thing happens to your capped members
@savage they didn't cut you off you just used up all the GBs they allocated to you.(i assume we are technically on "capped" accounts during this trial)