Hi.
First post ever. I wouldn't normally write something, but I experienced something strange this evening. Excellent customer support.
I have a 10mb uncapped ADSL account with Crystal (2 months now) and I am happy with the service. I've moved from Axxess to WebAfrica to Afrihost over the last few years and on the whole, didn't need much tech support. My current level of downloads is fine. I'm generally a happy customer, moving once every 18 months or so when it seems a network is having backbone issues and I switch to a different ISP.
I tried twitch streaming, PS4 gamesharing and finally steam streaming to a mate for a lark and it didn't go well. Eventually got OBS to work and generally realised our upload speeds are as crap as expected.
That said, I was disappointed to see my ADSL status saying I had upload speed of only 635. mmm. Maybe my ISP can do something about it. Firstly though. check the hardware & the line with the ISP who still has my line rental.
Its been a few days and they're still working on it. Bless them.
Just to be sure that it wasn't on Crystal account side, I checked the support section of their website. I clicked the live chat and had the following conversation.
I was impressed with the service. Despite the fact that the problem was not on their end, they did a good job. My problem is still with XXX.
Disclosure:
I masked references to the ISP who is managing the Telkom line.
I asked the support guy at Crystal if there was anything he wanted me to remove. He chose not to.
Chat started on 30 Jan 2015, 04:50 PM (GMT+0)
(04:50:50) *** Ian joined the chat ***
(04:50:50) Ian: hi, i'm on 10mb uncapped package. modem says speed is 8mb. max available = 10mb. current up speed = 635, max up is 996. is the limitation on my login ? have switched to new network account.
(04:50:52) Crystal Web: Welcome to Crystal Web Support
(04:51:04) *** Lieutenant Support joined the chat ***
(04:51:28) Lieutenant Support: Hi Ian
(04:52:19) Ian: I said hi already
Keep going...
(04:53:31) Lieutenant Support: Alright... There should not be any limitations on your login. Give me a moment to quickly have a look at your account
(04:54:36) Ian: cool. i have made sure i'm using a adsl2+ modem and I just put on the most recent firmware.
(04:57:05) Lieutenant Support: There is no limitations set to your account at all... have you done real time testing?
(04:57:15) Lieutenant Support: Are you noticing slower speeds?
(04:57:48) Ian: no. just want the max upload I can get for streaming. 635 is a bit lower than the 996 I should getting.
(04:58:24) Ian: also, I'm paying for 10mb and telkom says the line allows 10mb (using their adslchecker website)
(04:59:33) *** Support Management joined the chat ***
(04:59:34) Support Management: Hi Ian
(04:59:39) Support Management: CEO of CW here
(04:59:43) Support Management: we do not control DSL sync
(04:59:51) Support Management: which is what you are seeing in your router
(05:00:04) Support Management: that is what your line is syncing with at the exchange
(05:00:21) Ian: I am aware. I have spent the last 4 days online with XXX. they have confirmed the line is healthy, etc.
(05:00:25) Support Management: it sits (usually) many many kilometres away before our nearest interconnect point
(05:00:45) Ian: I contacted you to ensure that I had covered all bases.
(05:01:07) Ian: I realised the problem was less likely to be on your end, but I had to make sure
(05:01:22) Support Management: well then XXX may be talking nonsense. To be honest, the DSL sync is completely in Telkom's hands
(05:01:29) Support Management: it is how your line connects to the exchange
(05:01:39) Support Management: we can only start limiting stuff once it reaches our data centres
(05:01:56) Support Management: so in your case, the limitation happens long before it reaches our network there
(05:02:02) Ian: don't worry. I'm not an idiot. previously, I was able to manage the line via XXX's portal, but telkom took the function away.
(05:02:04) Support Management: looks like a serious line issue or exchange issue there
(05:02:13) Support Management: sure
(05:02:16) Support Management: my apologies
(05:02:23) Ian: they are actually not rendering any value since that happened.
(05:02:25) Support Management: I wasn't calling you an idiot or inferring it
(05:02:35) Support Management: did not mean to come across like that
(05:02:51) Support Management: you never know the level of expertise one has with this tech
(05:02:51) Ian: sorry. after 4 days of being asked to switch it on and off again, I am beginning to lose it
(05:03:20) Support Management: if XXX manage the line they should have run a line test first time around
(05:03:27) Support Management: Telkom have not switched off this function
(05:03:31) Support Management: we can still do it
(05:03:42) Support Management: they would have seen your sync rate
(05:03:46) Support Management: which is ridiculously low
(05:03:46) Ian: they were buggered by my UPS which sits in the middle for surge protection
(05:03:52) Support Management: and reported it immediately for you
(05:04:09) Support Management: did they reset the port?
(05:04:10) Ian: i have since plugged the line directly into a newer modem.
(05:04:20) Ian: not since I put the modem in earlier.
(05:04:28) Support Management: get a port reset done
(05:04:41) Ian: i have sent through numerous screenshots of the sync status.
(05:04:41) Support Management: may re-initiate the connection at the exchange
(05:04:51) Support Management: and should hopefully pull the right profile down
(05:04:55) Ian: ok. good advice, will try
(05:05:03) Support Management: if it does, and XXX confirm it, and you still see bad sync rates
(05:05:07) Support Management: you have a line or port fault
(05:05:17) Support Management: have you checked the splitter box
(05:05:23) Support Management: do you have a spare one to test?
(05:05:24) Ian: removed splitters
(05:05:30) Ian: no phone plugged
(05:05:46) Support Management: if you plug the phone in, is there noise on the telephone line?
(05:05:51) Support Management: i imagine there will be
(05:05:56) Support Management: if so, serious line fault
(05:06:05) Support Management: Telkom will fix chop chop once reported
(05:06:15) Ian: will check noise. is it possible to have the upload speed upped at the expense of download speed?
(05:06:18) Support Management: if not, then probably a port error at the exchange
(05:06:23) Support Management: or incorrect profile
(05:06:42) Support Management: no need to up upload in place of download
(05:06:47) Support Management: ADSL goes to 1Mbps up
(05:06:54) Support Management: Telkom will do it free of charge if you ask them
(05:06:59) Support Management: XXX can request this for you
(05:07:15) Ian: want to do ps4 / steam streaming. just too slow at the moment.
(05:07:22) Ian: I'm a bit hesitant to involve telkom on a friday. could be down the whole weekend.. maybe monday
(05:07:32) Support Management: no way you'll get good streaming or gaming on the current profile
(05:07:45) Support Management: your sync is, well, screwed
(05:07:50) Support Management: not right where it is right now
(05:08:00) Ian: it works on OBS, was streaming Elite. with audio.
(05:08:01) Support Management: my suggestion - switch off the modem for 10 minutes from the power entirely
(05:08:04) Support Management: then reconnect
(05:08:19) Support Management: on 1Mbps sync you're never going to get much luck with the line
(05:08:33) Ian: that sounds like the IT Crowd. Have you tried switching it on and off again. But...I'll do it
(05:08:36) Support Management: if it worked, perhaps the sync rate increased
(05:08:45) Support Management: what's your SNR and attenuation looking like?
(05:08:46) Ian: I configured OBS to stream at 400kb max.
(05:08:56) Support Management: meh, sometimes helps to switch it off and on
(05:09:07) Support Management: not because of magic, but because on ADSL it resyncs the profile again
(05:09:12) Support Management: if you do the proper power cycle
(05:09:18) Support Management: rebooting doesn't do it though
(05:09:39) Ian: new router. not familiar with layout
(05:09:40) Support Management: do the power cycle
(05:09:46) Support Management: if it fails, call XXX
(05:09:50) Support Management: get them to report a line fault
(05:09:54) Ian: not seeing the settings on the default status page
(05:09:54) Support Management: tell them your sync rate
(05:10:08) Ian: is telkom able to fix things in the evening/
(05:10:09) Ian: ?
(05:10:19) Support Management: hardly
(05:10:24) Support Management: they can't fix things in the day
(05:10:26) Support Management: let alone evening
(05:10:28) Support Management: BUT
(05:10:31) Support Management: you may get lucky
(05:10:34) Ian: Attenuation(dB) 36.5
(05:10:41) Support Management: if XXX manage the line, they may be able to fix it for you
(05:10:44) Support Management: Att is fine
(05:10:46) Ian: Noise Margin(dB) 8.9 16
(05:10:53) Support Management: that's marginal, but also fine
(05:11:09) Support Management: no stats issues
(05:11:14) Support Management: but that's on 1Mbps sync
(05:11:21) Support Management: now that's the concerning bit
(05:11:26) Support Management: first port of call - port reset
(05:11:30) Support Management: then power cycle
(05:11:33) Support Management: then report the fault
(05:12:04) Ian: thanks.
(05:17:11) Ian: I have to run. wife giving me the evil eye.
(05:41:20) *** Lieutenant Support left the chat ***
(05:50:32) *** Ian left the chat ***
I hope my problem is resolved in some way or form.
I don't mean to bash XXX. Its hard for them to debug the issue when I'm at work when they want me to reset the router so I'm cutting them some slack.
This email is purely because I read some negative things about Crystal on myBB.
First post ever. I wouldn't normally write something, but I experienced something strange this evening. Excellent customer support.
I have a 10mb uncapped ADSL account with Crystal (2 months now) and I am happy with the service. I've moved from Axxess to WebAfrica to Afrihost over the last few years and on the whole, didn't need much tech support. My current level of downloads is fine. I'm generally a happy customer, moving once every 18 months or so when it seems a network is having backbone issues and I switch to a different ISP.
I tried twitch streaming, PS4 gamesharing and finally steam streaming to a mate for a lark and it didn't go well. Eventually got OBS to work and generally realised our upload speeds are as crap as expected.
That said, I was disappointed to see my ADSL status saying I had upload speed of only 635. mmm. Maybe my ISP can do something about it. Firstly though. check the hardware & the line with the ISP who still has my line rental.
Its been a few days and they're still working on it. Bless them.
Just to be sure that it wasn't on Crystal account side, I checked the support section of their website. I clicked the live chat and had the following conversation.
I was impressed with the service. Despite the fact that the problem was not on their end, they did a good job. My problem is still with XXX.
Disclosure:
I masked references to the ISP who is managing the Telkom line.
I asked the support guy at Crystal if there was anything he wanted me to remove. He chose not to.
Chat started on 30 Jan 2015, 04:50 PM (GMT+0)
(04:50:50) *** Ian joined the chat ***
(04:50:50) Ian: hi, i'm on 10mb uncapped package. modem says speed is 8mb. max available = 10mb. current up speed = 635, max up is 996. is the limitation on my login ? have switched to new network account.
(04:50:52) Crystal Web: Welcome to Crystal Web Support
(04:51:04) *** Lieutenant Support joined the chat ***
(04:51:28) Lieutenant Support: Hi Ian
(04:52:19) Ian: I said hi already
Keep going...(04:53:31) Lieutenant Support: Alright... There should not be any limitations on your login. Give me a moment to quickly have a look at your account
(04:54:36) Ian: cool. i have made sure i'm using a adsl2+ modem and I just put on the most recent firmware.
(04:57:05) Lieutenant Support: There is no limitations set to your account at all... have you done real time testing?
(04:57:15) Lieutenant Support: Are you noticing slower speeds?
(04:57:48) Ian: no. just want the max upload I can get for streaming. 635 is a bit lower than the 996 I should getting.
(04:58:24) Ian: also, I'm paying for 10mb and telkom says the line allows 10mb (using their adslchecker website)
(04:59:33) *** Support Management joined the chat ***
(04:59:34) Support Management: Hi Ian
(04:59:39) Support Management: CEO of CW here
(04:59:43) Support Management: we do not control DSL sync
(04:59:51) Support Management: which is what you are seeing in your router
(05:00:04) Support Management: that is what your line is syncing with at the exchange
(05:00:21) Ian: I am aware. I have spent the last 4 days online with XXX. they have confirmed the line is healthy, etc.
(05:00:25) Support Management: it sits (usually) many many kilometres away before our nearest interconnect point
(05:00:45) Ian: I contacted you to ensure that I had covered all bases.
(05:01:07) Ian: I realised the problem was less likely to be on your end, but I had to make sure
(05:01:22) Support Management: well then XXX may be talking nonsense. To be honest, the DSL sync is completely in Telkom's hands
(05:01:29) Support Management: it is how your line connects to the exchange
(05:01:39) Support Management: we can only start limiting stuff once it reaches our data centres
(05:01:56) Support Management: so in your case, the limitation happens long before it reaches our network there
(05:02:02) Ian: don't worry. I'm not an idiot. previously, I was able to manage the line via XXX's portal, but telkom took the function away.
(05:02:04) Support Management: looks like a serious line issue or exchange issue there
(05:02:13) Support Management: sure
(05:02:16) Support Management: my apologies
(05:02:23) Ian: they are actually not rendering any value since that happened.
(05:02:25) Support Management: I wasn't calling you an idiot or inferring it
(05:02:35) Support Management: did not mean to come across like that
(05:02:51) Support Management: you never know the level of expertise one has with this tech
(05:02:51) Ian: sorry. after 4 days of being asked to switch it on and off again, I am beginning to lose it
(05:03:20) Support Management: if XXX manage the line they should have run a line test first time around
(05:03:27) Support Management: Telkom have not switched off this function
(05:03:31) Support Management: we can still do it
(05:03:42) Support Management: they would have seen your sync rate
(05:03:46) Support Management: which is ridiculously low
(05:03:46) Ian: they were buggered by my UPS which sits in the middle for surge protection
(05:03:52) Support Management: and reported it immediately for you
(05:04:09) Support Management: did they reset the port?
(05:04:10) Ian: i have since plugged the line directly into a newer modem.
(05:04:20) Ian: not since I put the modem in earlier.
(05:04:28) Support Management: get a port reset done
(05:04:41) Ian: i have sent through numerous screenshots of the sync status.
(05:04:41) Support Management: may re-initiate the connection at the exchange
(05:04:51) Support Management: and should hopefully pull the right profile down
(05:04:55) Ian: ok. good advice, will try
(05:05:03) Support Management: if it does, and XXX confirm it, and you still see bad sync rates
(05:05:07) Support Management: you have a line or port fault
(05:05:17) Support Management: have you checked the splitter box
(05:05:23) Support Management: do you have a spare one to test?
(05:05:24) Ian: removed splitters
(05:05:30) Ian: no phone plugged
(05:05:46) Support Management: if you plug the phone in, is there noise on the telephone line?
(05:05:51) Support Management: i imagine there will be
(05:05:56) Support Management: if so, serious line fault
(05:06:05) Support Management: Telkom will fix chop chop once reported
(05:06:15) Ian: will check noise. is it possible to have the upload speed upped at the expense of download speed?
(05:06:18) Support Management: if not, then probably a port error at the exchange
(05:06:23) Support Management: or incorrect profile
(05:06:42) Support Management: no need to up upload in place of download
(05:06:47) Support Management: ADSL goes to 1Mbps up
(05:06:54) Support Management: Telkom will do it free of charge if you ask them
(05:06:59) Support Management: XXX can request this for you
(05:07:15) Ian: want to do ps4 / steam streaming. just too slow at the moment.
(05:07:22) Ian: I'm a bit hesitant to involve telkom on a friday. could be down the whole weekend.. maybe monday
(05:07:32) Support Management: no way you'll get good streaming or gaming on the current profile
(05:07:45) Support Management: your sync is, well, screwed
(05:07:50) Support Management: not right where it is right now
(05:08:00) Ian: it works on OBS, was streaming Elite. with audio.
(05:08:01) Support Management: my suggestion - switch off the modem for 10 minutes from the power entirely
(05:08:04) Support Management: then reconnect
(05:08:19) Support Management: on 1Mbps sync you're never going to get much luck with the line
(05:08:33) Ian: that sounds like the IT Crowd. Have you tried switching it on and off again. But...I'll do it
(05:08:36) Support Management: if it worked, perhaps the sync rate increased
(05:08:45) Support Management: what's your SNR and attenuation looking like?
(05:08:46) Ian: I configured OBS to stream at 400kb max.
(05:08:56) Support Management: meh, sometimes helps to switch it off and on
(05:09:07) Support Management: not because of magic, but because on ADSL it resyncs the profile again
(05:09:12) Support Management: if you do the proper power cycle
(05:09:18) Support Management: rebooting doesn't do it though
(05:09:39) Ian: new router. not familiar with layout
(05:09:40) Support Management: do the power cycle
(05:09:46) Support Management: if it fails, call XXX
(05:09:50) Support Management: get them to report a line fault
(05:09:54) Ian: not seeing the settings on the default status page
(05:09:54) Support Management: tell them your sync rate
(05:10:08) Ian: is telkom able to fix things in the evening/
(05:10:09) Ian: ?
(05:10:19) Support Management: hardly
(05:10:24) Support Management: they can't fix things in the day
(05:10:26) Support Management: let alone evening
(05:10:28) Support Management: BUT
(05:10:31) Support Management: you may get lucky
(05:10:34) Ian: Attenuation(dB) 36.5
(05:10:41) Support Management: if XXX manage the line, they may be able to fix it for you
(05:10:44) Support Management: Att is fine
(05:10:46) Ian: Noise Margin(dB) 8.9 16
(05:10:53) Support Management: that's marginal, but also fine
(05:11:09) Support Management: no stats issues
(05:11:14) Support Management: but that's on 1Mbps sync
(05:11:21) Support Management: now that's the concerning bit
(05:11:26) Support Management: first port of call - port reset
(05:11:30) Support Management: then power cycle
(05:11:33) Support Management: then report the fault
(05:12:04) Ian: thanks.
(05:17:11) Ian: I have to run. wife giving me the evil eye.
(05:41:20) *** Lieutenant Support left the chat ***
(05:50:32) *** Ian left the chat ***
I hope my problem is resolved in some way or form.
I don't mean to bash XXX. Its hard for them to debug the issue when I'm at work when they want me to reset the router so I'm cutting them some slack.
This email is purely because I read some negative things about Crystal on myBB.
