Crystal Web (NEW ISP) ADSL Feedback

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F1 Fan said:
While I agree all users should go through the official support channels, I've yet to be impressed by CW handling of emails. I've sent another one last week, no reply.
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There was an internal changeover of systems that caused some hassles. Should be all taken care of now. Email tickets from last week weren't correctly addressed, admittedly.
 
@CW when the portal is up and running will we be able to see account details such as balance and next invoice amount etc?
So that we can see when our EFT have reflected as paid for example.
 
Crystal Web said:
There was an internal changeover of systems that caused some hassles. Should be all taken care of now. Email tickets from last week weren't correctly addressed, admittedly.
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Noted. Does that mean some of the mails got "lost" and will have to be resent?
 
Gboss said:
@CW when the portal is up and running will we be able to see account details such as balance and next invoice amount etc?
So that we can see when our EFT have reflected as paid for example.
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Yes.

F1 Fan said:
Noted. Does that mean some of the mails got "lost" and will have to be resent?
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Well, no, they're all there, but it seems that the admin in charge of doing the migration had a setting incorrect and accidentally closed quite a few tickets that weren't supposed to be closed. So some may be sitting closed at the moment that shouldn't be, that we're not aware are problematic. :o
 
Crystal Web said:
Yes.



Well, no, they're all there, but it seems that the admin in charge of doing the migration had a setting incorrect and accidentally closed quite a few tickets that weren't supposed to be closed. So some may be sitting closed at the moment that shouldn't be, that we're not aware are problematic. :o
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Cool
 
I'm assuming the live chat is busy at the moment? Tried a few times and it keeps doing the count down to 0 thing.
 
Phinix said:
I'm assuming the live chat is busy at the moment? Tried a few times and it keeps doing the count down to 0 thing.
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Live chat answered both queries. They were perplexed that it came through twice.

Can you do a CTRL+F5 and try again?

I can answer for them though - the escalation agent responsible for your escalation is on tonight and will get in touch with you directly.
 
Crystal Web said:
There was an internal changeover of systems that caused some hassles. Should be all taken care of now. Email tickets from last week weren't correctly addressed, admittedly.
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Sent a mail through this morning. Hopefully it was read. (see pm)
 
Crystal Web said:
Live chat answered both queries. They were perplexed that it came through twice.

Can you do a CTRL+F5 and try again?

I can answer for them though - the escalation agent responsible for your escalation is on tonight and will get in touch with you directly.
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Thanks, i'll contact them tonight then.

But on my side it just did the count down from 90 to 1, and said the normal trying to connect or trying to find a agent. Then it just stays at 1. Kept that page open for a good 10 minutes. Sooo ya.
 
Phinix said:
Thanks, i'll contact them tonight then.

But on my side it just did the count down from 90 to 1, and said the normal trying to connect or trying to find a agent. Then it just stays at 1. Kept that page open for a good 10 minutes. Sooo ya.
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If you ever get that indicator for long, just refresh. It indicates a routing issue to the support rather than an understaffed one.

My bank balance will attest to this not being a staffing problem. :D
 
Grrr got my first authentication issue lol.

generalsupport
okay it seems there is an authentication error on the system
can you please use **** as your username
 
Gatecrasher said:
Come on, have you really employed someone as an "Escalation Agent"? :o
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Yes. Doesn't mean its his sole job requirement though. He has access to more detailed diagnostic systems than first line support and is responsible for advanced support requests.
 
And sorted. I had to phone my wife and make her do the whole winbox thing and to change the pppoe stuff. I might just start drinking now. :p
 
deceiving live chat counter....goes down to one...then stays on 1...I want to pay you gosh darnit :p
 
/throws mikrotik against the wall and apologises to CW
 
Sinbad said:
/throws mikrotik against the wall and apologises to CW
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Have you asked saa044's wife for advice? :p

You had our support guy scratching his head more than usual. He now has a bald spot. :D
 
Crystal Web said:
Have you asked saa044's wife for advice? :p

You had our support guy scratching his head more than usual. He now has a bald spot. :D
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Add it to your KB - if user has mikrotik router, check that ppp mangle rules are at the top, before any non-passthrough rules.

die fork alleen weet why it decided to reorder them
 
savage said:
6.19 does weird things with FW rules (there's various mentions of this on the forums). Be careful with rules on the latest version, if you're running it.
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Worth downgrading you think?
 
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