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

Are you satisfied with your Crystal Web account?

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Downloading http at 17KB/s max with CW, switch over to Afrihost free gig 250KB/s average :what: torrents are fast but http is flippen slow on CW
 
My icons/images aren't even updating in Hulu? Streaming is okay though.

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OK now streaming is struggling now as well. Buffering every 45 seconds.
 
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This made me LOL. I sent the email to CW on Saturday, and have not received a reply, until now:


crystal.jpg
 
What happened to Crystalweb? Before I used to see so many compliments for their excellent service. Now all I see are complaints
 
Jimmy said:
What happened to Crystalweb? Before I used to see so many compliments for their excellent service. Now all I see are complaints
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It is still mostly working well for me, with an occasional hiccup.
Some guys are really struggling.
 
F1 Fan said:
Happens....they will bounce back Im sure...
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Plans relating to the network moving forward are being finalized but remains a sensitive commercial matter. A breakthrough on certain issues occurred yesterday. Unfortunately recourse against a lapsed eta is incredibly limited.

As for support, our support staff are working incredibly hard especially because management is dealing with other matters. A ball might be dropped and please then let us know.

We understand that quite a few customers are exercising their right to cancel and appreciate it when customers say why - particularly if it relates to an upstream issue - and there is a need to do so in terms of the CRA.
 
Customer support was one of your main draw cards though.
How can you slip in this regard and not expect customer to complain?

You guys at CW painted a fantastic picture but you used watercolors that are now beginning to fade.
 
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Paul I think people are just frustrated that many promises were made and now it seems CW is not responding in this thread.
 
Electric said:
Customer support was one of your main draw cards though.
How can you slip in this regard and not expect customer to complain?

You guys at CW painted a fantastic picture but you used watercolors that are now begging to fade.
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What I am asking is if there is a slip in customer support to please let us know, checking through the thread I've spotted something on ticket non-acknowledgement which as far as I know is being attended to. A bigger concern would be support staff not being helpful. If there is a slip up on customer support please complain.
 
F1 Fan said:
Paul I think people are just frustrated that many promises were made and now it seems CW is not responding in this thread.
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I know and I am incredibly frustrated that I cannot (for reasons already discussed) give a fuller response. We have relayed network related promises from upstream providers and on those ETAs having been defaulted have to deal with those problem and we don't want to give a revised ETA unless we believe that ETA to be true
 
Paul Hjul said:
What I am asking is if there is a slip in customer support to please let us know, checking through the thread I've spotted something on ticket non-acknowledgement which as far as I know is being attended to. A bigger concern would be support staff not being helpful. If there is a slip up on customer support please complain.
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Private Support was able to assist in answering general (no ranking structure here:whistle:) questions but was unable to assist in answering questions management failed to answer/provide feedback in the promised email to customers.

At this point in time I am willing to pay a certain percentage of my subs for Jan; IF and WHEN I have decided that I am staying or not.

Ek word nou stadig gatvol om vir 4Mbps te betaal as ek nie eers 1Mbps kry nie.
 
Paul Hjul said:
What I am asking is if there is a slip in customer support to please let us know, checking through the thread I've spotted something on ticket non-acknowledgement which as far as I know is being attended to. A bigger concern would be support staff not being helpful. If there is a slip up on customer support please complain.
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I have been interacting with live chat for about 4 hours regarding slow http and ftp speeds. This has been an issue for over a month and I have hung on in the hopes that something will be sorted out. I started off by saying that I did not want to waste my day doing endless tests that achieve nothing. If there was a known issue then tell me and I will move on. Fell into the trap of doing tests and then more tests and was fed a lot of plain untruths about uploads saturating the line when I could clearly see that there was little or no traffic at all. The end result is that I have wasted most of the day doing tests. Sending emails that they never receive. Then sending email logs to prove that they were successfully delivered to your server. Waiting for a test email that never arrived. SO it would seem that in addition to all the other problems you do not have working email!

Now told that there is a problem affecting http traffic but can't say what it is or when it will be fixed if ever.

Sick of this and this is from the Consumer Protection Act guide:-

"Suppliers are required to remedy any defects in the quality of services performed or goods supplied; or refund the consumers a reasonable portion of the price paid for the services, in the event of these being sub-standard.

Which will it be?
 
I have asked the support staff to forward me that chat due to CPA claims therein. I take the CPA very seriously and the CRA is written to align with same.
 
NarrowBand said:
Sick of this and this is from the Consumer Protection Act guide:-

"Suppliers are required to remedy any defects in the quality of services performed or goods supplied; or refund the consumers a reasonable portion of the price paid for the services, in the event of these being sub-standard.

Which will it be?
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** ADSL is best effort service :(
 
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