Crystal Web (NEW ISP) ADSL Feedback

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Site is looking good..

Something iffy with your style sheet though, the background behind Crystal Web Home and Fibre Broadband are slightly darker than the rest, and if you hover over them they then go to the same gray as the rest of the top menu items...
 
We're busy signing up now, test account has been a pleasure.

Suggestion: Please add a dynamic address pointer as part of the service. Something like myusername.dns.crystalweb.co.za that points back to me would be useful so I can RDP home and order my Raspberry Pi around from my cell phone when in another part of town.
 
Crystal Web said:
Steam is the very reason we have to implement these policies. Steam downloads can be absolutely massive, and the single biggest cost in provisioning bandwidth is Telkom's IPC, so it being locally hosted hardly saves an ISP anything at all. That data must still traverse over the IPC network to get to your premises.

If we relaxed things for Steam, we'd see a huge spike in traffic, and therefore peak capacity load, and therefore costs, I'm afraid. I understand that guys want their games when they want them, but so does every downloader to be honest. Nobody likes having to wait, and we actually don't like shaping to keep costs down. It's a technique that should have been eradicated yonks ago, but given the cost of IPC ISPs are left with absolutely no choice but to do so.

We can look at some gaming-specific packages as well with priority to Steam, as we grow and develop the product range. :)
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Ah, point taken.

But you know, you guys need to pay Telkom all that money to keep their infrastructure in such a good condition. *End sarcasm*
 
Crystal Web said:
No that's not right whatsoever. Have the agents not escalated the issue to management? If not, please let me know and I'll go kick some bum.

If you're in the Eastern Cape, I'm probably already addressing your issue behind the scenes whether you have done this or not though.

But results from pathpings and tracerts to our site and to any site or service you're struggling with will help.
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Twas communicated via live support on Saturday afternoon. Support recommended that I monitor it and send emails should it not change. The emails would all somehow be collated.

As a general observation, why did support not suggest that I register a ticket via the site, but send multiple emails? Surely the ticketing system is much easier method to track and report on? Just a general observation that I'd like to highlight.

I'll check tonight whether the problem persists, but as I've stated, the CrystalWeb news service was pretty dismal over the weekend. All other protocols were fine - browsing and streaming without a hitch.

Based in Western Cape, so problem not related to the Easter Cape issues.
 
agentrfr said:
We're busy signing up now, test account has been a pleasure.

Suggestion: Please add a dynamic address pointer as part of the service. Something like myusername.dns.crystalweb.co.za that points back to me would be useful so I can RDP home and order my Raspberry Pi around from my cell phone when in another part of town.
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About to introduce this in the next few weeks as well. :)
 
MrR said:
Twas communicated via live support on Saturday afternoon. Support recommended that I monitor it and send emails should it not change. The emails would all somehow be collated.

As a general observation, why did support not suggest that I register a ticket via the site, but send multiple emails? Surely the ticketing system is much easier method to track and report on? Just a general observation that I'd like to highlight.

I'll check tonight whether the problem persists, but as I've stated, the CrystalWeb news service was pretty dismal over the weekend. All other protocols were fine - browsing and streaming without a hitch.

Based in Western Cape, so problem not related to the Easter Cape issues.
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There is a general issue with the news server at the moment. Apologies about that.

The site was only revamped to include the new portal very recently. :)
 
Loving the new site CW, much better then the old one.

Please keep whipping your support staff for me until they resolve my issue as I've sent tons of data for them to work with.

I'll send you a new whip and chariot as well because yours must be worn out by now.
 
agentrfr said:
We're busy signing up now, test account has been a pleasure.

Suggestion: Please add a dynamic address pointer as part of the service. Something like myusername.dns.crystalweb.co.za that points back to me would be useful so I can RDP home and order my Raspberry Pi around from my cell phone when in another part of town.
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Crystal Web said:
About to introduce this in the next few weeks as well. :)
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Looking forward to this. :)
 
Phinix said:
Loving the new site CW, much better then the old one.

Please keep whipping your support staff for me until they resolve my issue as I've sent tons of data for them to work with.

I'll send you a new whip and chariot as well because yours must be worn out by now.
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Already been whipping today. I feel like a cowboy. :D

I saw your info come through today. We've created new escalation channels and automated business rules that require certain things to be escalated before closed. I've already looked at your data and have sent it to the relevant parties to sort out now once and for all. :)
 
Crystal Web said:
Live support can't fix core routing problems, that's for sure. Their superhuman powers only extend so far. :D

All live support requests are treated identically in our system as tickets from emails. In other words you can now login and view them from your customer portal, and you won't see any difference between a chat or an email.
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What password do I have to use to get to this? Do I have to register?
 
Crystal Web said:
Yup. Would you guys prefer that we automate the sending of the transcript to you after every live chat?

I don't want to spam anyone here, and they're available from the customer portal, so we'd prefer not to.

It's a global change, so not something individuals can switch on or off. We have included the option to send it to yourself after every chat though manually. Just click the + button in the chat window for numerous options. You can send files, send a transcript, and a few other cool things. As well as rate the agent.
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Auto forward to registered email address sounds good to me. Then I don't have to copy everything to word to make a backup of what was done and said.

Correct me if I am wrong, but email correspondence is now-a-days binding as a contract when it states certain info.:confused:
 
Crystal Web said:
Already been whipping today. I feel like a cowboy. :D

I saw your info come through today. We've created new escalation channels and automated business rules that require certain things to be escalated before closed. I've already looked at your data and have sent it to the relevant parties to sort out now once and for all. :)
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Yay! Thank you very much it is greatly appreciated.

Let support know that they can spam e-mail me as many updates as they want.
The more the better in my eyes.

I'll start molding Caesar's crown and throne today. :D
 
snail112 said:
Auto forward to registered email address sounds good to me. Then I don't have to copy everything to word to make a backup of what was done and said.

Correct me if I am wrong, but email correspondence is now-a-days binding as a contract when it states certain info.:confused:
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There's no need to do either of the first two things - head over to our site, go to the support login page (ignore the SSL cert issue - it's not a transactional site yet and you can choose any password you like - will be fixed soon) and register. It's a temp portal for now. Chats and emails are there.

I'll let Paul delve into the email contract bit - he's going to give you a lecture on digital signatures - don't say I didn't warn you. :D

But it's a little more complex than that.
 
Crystal Web said:
There is a general issue with the news server at the moment. Apologies about that.

The site was only revamped to include the new portal very recently. :)
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Nice there is package prices too. Keep it rocking!!:D

Crystal Web said:
There's no need to do either of the first two things - head over to our site, go to the support login page (ignore the SSL cert issue - it's not a transactional site yet and you can choose any password you like - will be fixed soon) and register. It's a temp portal for now. Chats and emails are there.

I'll let Paul delve into the email contract bit - he's going to give you a lecture on digital signatures - don't say I didn't warn you. :D

But it's a little more complex than that.
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Lets not go into the email contract thing then for now, I am in survival mode until tomorrow.

But surely it will make an interesting subject to know all the finer detail.:D
 
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Crystal Web said:
I forwarded it off to support. You sent it using our "suggest a feature" system, and not the support system, so it went through a few hoops before I saw it and passed it on to them. I'll follow up for you.
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Thanks. Was accessing the site from my phone was was a bit deurmekaar. Paul has contacted me .
 
Sinbad said:
I'm aN agent ;)

Also, ssl cert names for the support site...
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Yeah the support system wasn't allowing me to change that page. I was fuming. Sent off some ticked off mails as the grammar fascist in me is irked every time I see it. Will be changing soon, as well as the SSL certs there.
 
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