Crystal Web (NEW ISP) ADSL Feedback

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Electric said:
Well try it the other way round.
I had to notify them of the problem after debating the fact that my line was running poorly.
Only after a few tracerts and pathpings did the support staff admit the problem was on their side.
After being told my exchange looked fine and that I should get my port reset.
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I don't see the issue here. We asked you to run some tests, identified the problem, admitted there's a fault we need to fix (BTW, it's not on our side at all), and have subsequently sent it to the correct companies and teams to be resolved, while alerting other customers to the fault, asking for tests from them to replicate it, and advised you on the status.

Is there something more you feel we should have done, or can be doing about this? This is not a switch we can flick to fix - Telkom need to sort out the ESR equipment.
 
If GM had developed technology like Microsoft, we would all be driving cars with the following characteristics:

1. For no reason at all, your car would crash twice a day.

2. Every time they repainted the lines on the road, you would have to buy a new car.

3. Occasionally, executing a manoeuver such as a left-turn would cause your car to shut down and refuse to restart, and you would have to reinstall the engine.

4. When your car died on the freeway for no reason, you would just accept this, restart and drive on.

5. Only one person at a time could use the car, unless you bought 'Car95' or 'CarNT', and then added more seats.

6. Apple would make a car powered by the sun, reliable, five times as fast, and twice as easy to drive, but would run on only five per cent of the roads.

7. Oil, water temperature and alternator warning lights would be replaced by a single 'general car default' warning light.

8. New seats would force every-one to have the same size butt.

9. The airbag would say 'Are you sure?' before going off.

10. Occasionally, for no reason, your car would lock you out and refuse to let you in until you simultaneously lifted the door handle, turned the key, and grabbed the radio antenna.

11. GM would require all car buyers to also purchase a deluxe set of road maps from Rand-McNally (a subsidiary of GM), even though they neither need them nor want them. Trying to delete this option would immediately cause the car's performance to diminish by 50 per cent or more. Moreover, GM would become a target for investigation by the Justice Department.

12. Every time GM introduced a new model, car buyers would have to learn how to drive all over again because none of the controls would operate in the same manner as the old car.

13. You would press the 'start' button to shut off the engine.
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http://www.snopes.com/humor/jokes/autos.asp
 
Crystal Web said:
I don't see the issue here. We asked you to run some tests, identified the problem, admitted there's a fault we need to fix (BTW, it's not on our side at all), and have subsequently sent it to the correct companies and teams to be resolved, while alerting other customers to the fault, asking for tests from them to replicate it, and advised you on the status.

Is there something more you feel we should have done, or can be doing about this? This is not a switch we can flick to fix - Telkom need to sort out the ESR equipment.
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The issue is that I highlighted the problem and then had to have a debate with your support staff over the relevance of my problem.
Only after my persistence did I get a valid response saying the problem was with the routing of traffic in PE.
My feeling is that if I had left it and not debated it with the agent, it would still not be resolved.

If you ask us to run tests and we communicate our lines bad performance, surely at some point it should be accepted?
Even with my pathpings and tracerts showing 100% packet loss, I was told that everything looks fine.

I have mailed DJ about this previously and do not want to get into any further here.

Please try to separate this current request for tracerts/pathpings and my previous issue.
 
Electric said:
The issue is that I highlighted the problem and then had to have a debate with your support staff over the relevance of my problem.
Only after my persistence did I get a valid response saying the problem was with the routing of traffic in PE.
My feeling is that if I had left it and not debated it with the agent, it would still not be resolved.

If you ask us to run tests and we communicate our lines bad performance, surely at some point it should be accepted?
Even with my pathpings and tracerts showing 100% packet loss, I was told that everything looks fine.
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Front-line support staff are not all technical experts on all matters, especially relating to complex routing issues in a general area that is as a result of core network failures, but they're obligated to escalate matters appropriately. Just because the agent continued to ask for tests and continued to look for issues, does not mean that they didn't report it to anyone - the other issue is that a general problem in an area can only be confirmed by other customers reporting the same thing, and us being able to confirm it on our end. It's absolutely not something that can be diagnosed in one live interaction with a front-line support agent. Every report is mapped out by the way to identify any trends - diagnosing a general fault or routing problem on infrastructure that is not ours is quite a complex process.

I apologise that you feel you've been let down by us somehow in this regard.

Let me know what I can do in future to better diagnose these issues and I'll see what I can do about it.
 
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@CW

Have you considered implementing a "unshaper", that will allow a customer to become unshaped for an hour. This can perhaps solve some of the problems for people who don't need business accounts but lets say once or twice a month need to download something urgently and cant wait until midnight.
 
@CW

Have you considered implementing a "unshaper", that will allow a customer to become unshaped for an hour. This can perhaps solve some of the problems for people who don't need business accounts but lets say once or twice a month need to download something urgently and cant wait until midnight.

EDIT: Sorry for double post my chrome crashed as I was clicking post
 
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Crystal Web said:
Front-line support staff are not all technical experts on all matters, especially relating to complex routing issues in a general area that is as a result of core network failures, but they're obligated to escalate matters appropriately. Just because the agent continued to ask for tests and continued to look for issues, does not mean that they didn't report it to anyone - the other issue is that a general problem in an area can only be confirmed by other customers reporting the same thing, and us being able to confirm it on our end. It's absolutely not something that can be diagnosed in one live interaction with a front-line support agent. Every report is mapped out by the way to identify any trends - diagnosing a general fault or routing problem on infrastructure that is not ours is quite a complex process.

I apologise that you feel you've been let down by us somehow in this regard.

Let me know what I can do in future to better diagnose these issues and I'll see what I can do about it.
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Well for one you can tell your support staff to ask the questions then.
I had to ask the questions and had to wait for responses.
Just because I fault my line myself does not mean another end-user has any idea how it is done.
I basically went onto live chat and proceeded to ask the questions.

Look, DJ and myself have discussed this and I don't want to rehash the story again.
 
ItherNiT said:
@CW

Have you considered implementing a "unshaper", that will allow a customer to become unshaped for an hour. This can perhaps solve some of the problems for people who don't need business accounts but lets say once or twice a month need to download something urgently and cant wait until midnight.

EDIT: Sorry for double post my chrome crashed as I was clicking post
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Yes, and I'm not sure it's viable - again, any changes to this change the costings. We already operate on slim margins so saying yes you can go at full line speed for an hour changes costs to a degree.

You can pay for this service each time if you like, and we can submit a radius tag change with a scheduled radius tag change again after the hours you select, but the costings here will need to be properly investigated for this, and the implementation is quite complex into our portal itself.

I'd rather just offer customers the right products for their requirements from the outset.
 
Up to date with everything that happened since I logged out last night.

Now to phone telskommel, wait in queue for 28 minutes and 45 seconds for the port reset/refresh/recreate/reshape........
 
snail112 said:
Up to date with everything that happened since I logged out last night.

Now to phone telskommel, wait in queue for 28 minutes and 45 seconds for the port reset/refresh/recreate/reshape........
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Just migrate your line over. Hop on to live chat, ask for the port reset, wait for the new world record time, and be done with call centre queues. :D
 
Crystal Web said:
Front-line support staff are not all technical experts on all matters, especially relating to complex routing issues in a general area that is as a result of core network failures, but they're obligated to escalate matters appropriately. Just because the agent continued to ask for tests and continued to look for issues, does not mean that they didn't report it to anyone - the other issue is that a general problem in an area can only be confirmed by other customers reporting the same thing, and us being able to confirm it on our end. It's absolutely not something that can be diagnosed in one live interaction with a front-line support agent. Every report is mapped out by the way to identify any trends - diagnosing a general fault or routing problem on infrastructure that is not ours is quite a complex process.

I apologise that you feel you've been let down by us somehow in this regard.

Let me know what I can do in future to better diagnose these issues and I'll see what I can do about it.
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I am completely with CW here. Have you been in a department where something slipped through for an escalation? It leads to productivity stopping in the department for 10 minutes while everyone moans about the incompetence of the support person that escalated the query. The support person is just covering his tracks to make sure he does not escalate something that could be fixed on his end, instead of costing the client extra time of waiting for an escalation to be handled, assigned and then looked into, as well as avoiding getting stamped as incompetent by people.

Pretty much a standard business model.
 
Your current usage is 92GB - you've been really great this month. Have you changed your usage patterns at all or is this your normal monthly usage pattern?
You predicted usage for the month is 142.1 GB

Minus a 20GB steam game and I should have been on 122.1GB. :D Man I like this support desk, always so friendly. When I used to chat to Afrihost it was like beep wtf you want beep.
 
saa044 said:
Your current usage is 92GB - you've been really great this month. Have you changed your usage patterns at all or is this your normal monthly usage pattern?
You predicted usage for the month is 142.1 GB

Minus a 20GB steam game and I should have been on 122.1GB. :D Man I like this support desk, always so friendly. When I used to chat to Afrihost it was like beep wtf you want beep.
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When we used to talk to Openweb, it was like MrBeep wtf you want Mrbeep
 
So the people here i converted to the Mikrotik side, interested what difference you found between the Mikrotik Routers and std routers.
 
saa044 said:
So the people here i converted to the Mikrotik side, interested what difference you found between the Mikrotik Routers and std routers.
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I'm still waiting for mine.
Emailed them to see if I can change the order to the one with 1000mw wifi :D
 
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