Official Crystal Web ADSL performance feedback thread Part 2...

[Adeptus Mechanicus]

You lost me here...


I want updates... If I pay for the damn service and it is broken I will expect updates. I do not find getting informed on network issues dragging on for weeks as foolish.

Infact do you even know the definition of a fool? I am fairly certain that it does not include wanting to be informed.

What part of my post did you miss? Those updates you want...they are in this thread (just like I said).

If you continue to act like they are not or rather just haven't bothered to read past the current page you find yourself on, then the label of "fool" (Google: a person who acts unwisely or imprudently) is apt. The fact that you missed the update on the 16th deadline is demonstrative of this.

If you are also moaning about the frequency of updates to the situation again you should back and read CW's latest posts carefully to discover that per minute, hour or daily updates cannot be guaranteed owing to the stated causes of the issues we're experiencing, what is being done about them and who is doing it.

 

[Vrotappel]

What's this story of cancelling by the 19th. Just say you are cancelling and don't pay them. Not much they can do if they don't provide the promised product.

 

[Crystal Web]

Not much they can do

This is not correct whatsoever.

 

[Vrotappel]

This is not correct whatsoever.

Please enlighten the people 'what you can do'.

Just a side note, I am happy with the service but I don't like misinformation.

 

[Zenbaas]

Please enlighten the people 'what you can do'.

Just a side note, I am happy with the service but I don't like misinformation.

Please elaborate...?

 

[RyanZA]

Please enlighten the people 'what you can do'.

Just a side note, I am happy with the service but I don't like misinformation.

Agreed here - happy with the service too, but the difficulty in taking this to court when the customer sent a cancellation before receiving the product without a signed 2-year contract seems like it would be a difficult battle to win. The lawyers fees would easily be many multiples of the actual damages received... Especially if the customer can prove he wasn't receiving good service?

Seems like a strange battle for Crystalweb to be fighting anyway. If you have unhappy customers you should let them leave - the PR hit from unhappy customers is likely to be far greater than the 'win' of keeping them 1 more month.

EDIT: Not to say CW isn't in their rights or anything to demand it given how charges work for ISPs, but as a new entrant in the competitive ISP game you guys should be trying to show that you're the better choice, not pissing off early adopters. The bad PR can hurt a lot more than R500 for 5 customers or whatever it is.

I have no intention to cancel at all though, CW is working great for me.

 

[Vrotappel]

Agreed here - happy with the service too, but the difficulty in taking this to court when the customer sent a cancellation before receiving the product without a signed 2-year contract seems like it would be a difficult battle to win. The lawyers fees would easily be many multiples of the actual damages received... Especially if the customer can prove he wasn't receiving good service?

Seems like a strange battle for Crystalweb to be fighting anyway. If you have unhappy customers you should let them leave - the PR hit from unhappy customers is likely to be far greater than the 'win' of keeping them 1 more month.

EDIT: Not to say CW isn't in their rights or anything to demand it given how charges work for ISPs, but as a new entrant in the competitive ISP game you guys should be trying to show that you're the better choice, not pissing off early adopters. The bad PR can hurt a lot more than R500 for 5 customers or whatever it is.

At the end of the day it is about PR. They are scaring away potential customers.

 

[Crystal Web]

At the end of the day it is about PR. They are scaring away potential customers.

Not sure how we're managing that.

With respect to the rights afforded to us for non-settlement of an account, this too is covered in the terms, as is the dispute resolution process which does not involve a court-room unless it reaches that point. Moreover, there are numerous actions and systems any business in this country has for reporting of non-payment of accounts. This is not something unique to Crystal Web.

 

[RyanZA]

Not sure how we're managing that.

With respect to the rights afforded to us for non-settlement of an account, this too is covered in the terms, as is the dispute resolution process which does not involve a court-room unless it reaches that point. Moreover, there are numerous actions and systems any business in this country has for reporting of non-payment of accounts. This is not something unique to Crystal Web.

You don't see how potential customers reading this thread might get the idea that if they order CW they may be stuck with network issues? And if they have network issues, they may not be able to cancel and forced to pay multiple months?
Well it's your company.. Keep up the good work anyway!

 

[Zenbaas]

You don't see how potential customers reading this thread might get the idea that if they order CW they may be stuck with network issues? And if they have network issues, they may not be able to cancel and forced to pay multiple months?
Well it's your company.. Keep up the good work anyway!

If they cancel before the 19th they are Golden. If not they stay ONE more month. What exactly is the problem here...?

 

[Vrotappel]

Not sure how we're managing that.

With respect to the rights afforded to us for non-settlement of an account, this too is covered in the terms, as is the dispute resolution process which does not involve a court-room unless it reaches that point. Moreover, there are numerous actions and systems any business in this country has for reporting of non-payment of accounts. This is not something unique to Crystal Web.

You did follow the whole Cell C banner debacle? That client was also listed for non-payment, wasn't he?

Some advise, sort your issues or let the clients go. In the long run it will pay off and enhance your brand name.

 

[Crystal Web]

Agreed here - happy with the service too, but the difficulty in taking this to court when the customer sent a cancellation before receiving the product without a signed 2-year contract seems like it would be a difficult battle to win. The lawyers fees would easily be many multiples of the actual damages received... Especially if the customer can prove he wasn't receiving good service?

Seems like a strange battle for Crystalweb to be fighting anyway. If you have unhappy customers you should let them leave - the PR hit from unhappy customers is likely to be far greater than the 'win' of keeping them 1 more month.

EDIT: Not to say CW isn't in their rights or anything to demand it given how charges work for ISPs, but as a new entrant in the competitive ISP game you guys should be trying to show that you're the better choice, not pissing off early adopters. The bad PR can hurt a lot more than R500 for 5 customers or whatever it is.

I have no intention to cancel at all though, CW is working great for me.

We've bent over backwards for numerous customers who have 1) had legitimate issues; and 2) dealt with us maturely and decently. But we will enforce our terms and conditions as a rule. They're not unfair; not confusing; and not in any way punitive towards either party - intentionally so.

 

[Crystal Web]

You don't see how potential customers reading this thread might get the idea that if they order CW they may be stuck with network issues? And if they have network issues, they may not be able to cancel and forced to pay multiple months?
Well it's your company.. Keep up the good work anyway!

I don't. Not even remotely. They can cancel in the very same month, as per the conditions we afford customers. And there are no calendar month's notice so never a multi-month rolling policy. It's probably one of the most fair and transparent policies of any ISP. Only Afrihost offer the 25th, we offer the 18th as the last day. One week is the difference.

 

[Crystal Web]

You did follow the whole Cell C banner debacle? That client was also listed for non-payment, wasn't he?

Some advise, sort your issues or let the clients go. In the long run it will pay off and enhance your brand name.

I appreciate your advice.

 

[Vrotappel]

Also note that some of us have spread the good news of CW to others. I notice some of them having issues in this thread. This reflects negatively on me.

In the future one must just stay quiet regarding your ISP as you have no idea when they'll turn.

 

[Crystal Web]

Eish, I don't believe we turned. We had an issue that was out of our control that we could not forecast that to be honest was resolved in record time while keeping all customers informed. I believe we did what other ISPs don't do when you have an issue and showed we're different.

Well, will leave this be for now and get back to work.

Cheers for now all. Have a good weekend.

 

[StormHorse]

Eish, I don't believe we turned. We had an issue that was out of our control that we could not forecast that to be honest was resolved in record time while keeping all customers informed. I believe we did what other ISPs don't do when you have an issue and showed we're different.

Well, will leave this be for now and get back to work.

Cheers for now all. Have a good weekend.

Is there still no given time frame on a resolution to the slow throughput ie http yet?

 

[bgotapen]

There is no chance that any ISP can provide you with daily updates of everything happening with all partners we have on every part of a network. When I can confirm information (confirm) I update customers. However the network notice section on our site is frequently updated when need be as well.

Pings will be stabilising as all of the upgrades roll in. Network performance in general will be stabilising across the board, and has already.

I apologise that the 17th ETA was missed, but I do recall us discussing this in the thread here, and I made a concerted effort to explain why ETAs are forecasts and are subject to change for various reasons. I also stated this in the email, and this was also made clear in the network notice on the site at the time. Unfortunately we don't receive hourly or even daily confirmations of the exact time and date something will be completed or filled, whether by Telkom or other external stakeholders - that's simply not how any network is able to operate.

We did however provide frequent updates, and things are improving, and considering the amount and type of work that needed to be completed, the fact this happened in the same month the issue presented is quite a testament to the network as a whole and everyone involved. At least from our perspective. I know others will probably disagree here.

If you'd like a daily update I can send one. It will in all likelihood be a one liner that most would consider spam though, as sending through "no confirmed change" in a mail to thousands of people is not really an update - in fact I'd consider that spam.

You have been the longest my main account has been down ever. Longer than afrihost, mweb(Seacom outage) , openweb or any other isp ever.

I don't see your improvements at all while gaming. Infact it has been so bad that yesterday steam would dc every 5 mins.

Today latency has been constant 100ms or more.

There has been no compromise on crystal webs part at all to resolve this situation exept wait.

I would like those "foolish" updates so I can decide when and where I am going to cancell as I had exeption made to my account to cancell before 12 on the end of the month. as I have lost faith that this will be resolved within this month. Even if it isn't CW fault I should not be the one to pay for an issue on your network. Ever.

Eish, I don't believe we turned. We had an issue that was out of our control that we could not forecast that to be honest was resolved in record time while keeping all customers informed. I believe we did what other ISPs don't do when you have an issue and showed we're different.

Well, will leave this be for now and get back to work.

Cheers for now all. Have a good weekend.

I do wonder if this was truly out of your control. I mean we blame afrihost for the congestion on their network by signing up more customers than they have capacity for.

The same that has happened to you. Surely with all the new signups there was no way you could tell that people would not be affected congestion?

The saddest part is that a friend is playing tonight with 9 ping however I still have 100ms ping on your network. Confirmed to be the 5th hop that is spiking while his shows normal 10ms ping.

What a sickening thought...

 

[Necuno]

Eish, I don't believe we turned. We had an issue that was out of our control that we could not forecast that to be honest was resolved in record time while keeping all customers informed. I believe we did what other ISPs don't do when you have an issue and showed we're different.

Well, will leave this be for now and get back to work.

Cheers for now all. Have a good weekend.

Been better since yesterday on all fronts.

Thanks.

 

[Sinbad]

Looks ok to me