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

Are you satisfied with your Crystal Web account?

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RoMark said:
Will we still be using the same login details to move between networks?
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More technical details will follow soon, but the short answer is no.

The longer answer is that if you want to run them independently, you cannot have Telkom route the connection over the same network, so no. At most, you'll effectively have two logins if need be, but details about this will be released later.
 
I still have not seen a single improvement on http. This issue has been going on for long enough. CW I do not trust Cybersmart. They have not fixed the http issue for 2 months now. This is Bullsh#t! You claim they are working on http now, what have they been doing for the last 2 months. I'm Sorry CrystalWeb. This is not good enough. While I appreciate the lengths you have had to go through to create your symmetry blah blah, I am still stuck with 20kb/s http downloads on a 4mb line. THIS IS NOT GOOD ENOUGH! I want a response immediately as to when my HTTP will be at full speed! I am paying you bunch R689 pm for uncapped unshaped and I cannot even download a 10mb MP3 for my wedding!
 
Crystal Web said:
Everything should be around 90% now in Gauteng for 10Mbps and up customers. HTTP downloads remain affected, and Cybersmart are working on fixing this up on their end as we speak. NNTP I've been seeing great speeds on my end, so hearing that is starts well and then dies is one we need to report to them to solve now. There is only one shaped IP range available and I checked and you're not on it, so it's in all likelihood not shaping being applied to the download.

But the bottom line is that we're now introducing the symmetrical network topology to resolve this. Being worked on all of December, and should be good to start moving in early January, but even the Cybersmart backbone will be getting better and better each day now too.
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And hopefully that includes the 4Mbps subscribers too?

I don't like paying for another month for a service I cannot use and then have to buy data from another ISP to do what I have to do.

I am tempted to stay and see "if it is better this month (Jan)," but I am so wanting to tell you to ................. Lets not go there.

I really want to give you the benefit of the doubt, but at this point in time I would like a money back guarantee if it does not pan out.
 
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Looney said:
I still have not seen a single improvement on http. This issue has been going on for long enough. CW I do not trust Cybersmart. They have not fixed the http issue for 2 months now. This is Bullsh#t! You claim they are working on http now, what have they been doing for the last 2 months. I'm Sorry CrystalWeb. This is not good enough. While I appreciate the lengths you have had to go through to create your symmetry blah blah, I am still stuck with 20kb/s http downloads on a 4mb line. THIS IS NOT GOOD ENOUGH! I want a response immediately as to when my HTTP will be at full speed! I am paying you bunch R689 pm for uncapped unshaped and I cannot even download a 10mb MP3 for my wedding!
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You need to ask yourself why we've gone to such extensive lengths as per the mail. If I had a specific date upon which absolutely everything would be working 100%, it's certainly not something I would be hiding. However not being able to download a 10MB file does not in the least little bit sound right at all. Can you send me the details by PM or on the support desk so I can see what the issue may be, and if necessary look to get them to resolve it asap.
 
Crystal Web said:
You need to ask yourself why we've gone to such extensive lengths as per the mail. If I had a specific date upon which absolutely everything would be working 100%, it's certainly not something I would be hiding. However not being able to download a 10MB file does not in the least little bit sound right at all. Can you send me the details by PM or on the support desk so I can see what the issue may be, and if necessary look to get them to resolve it asap.
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So you are happy to keep taking my hard earned money while you cannot even tell me when to expect http to be resolved. Again, not good enough. It took me 15 mins to download a 10mb file. This is not on. I cannot and will not continue paying you R689 per month while being told the issue is being worked on but we cannot give an ETA. You better make a plan.
 
snail112 said:
And hopefully that includes the 4Mbps subscribers too?

I don't like paying for another month for a service I cannot use and then have to buy data from another ISP to do what I have to do.

I am tempted to stay and see "if it is better this month (Jan)," but I am so wanting to tell you to ................. Lets not go there.

I really want to give you the benefit of the doubt, but at this point in time I would like a money back guarantee if it does not pan out.
Click to expand...

We had a choice when contemplating how best to move forward. Stick with a single provider, don't expand things out, and continue to risk future performance issues, but then refund people, or fix things properly once and for all. We unfortunately don't have an endless pit of money, and as much as I'd like to tell you we can upgrade everything, pay the legal fees we've had to, invest in a symmetrical network, double capacity, pay for December work for all employees and new consultants, employ new people for this, pay for massive development work, and refund customers or offer a money-back-guarantee to everyone, the simple fact of the matter is that we can't. We don't have a hundred thousand customers like some other ISPs - we're still much smaller than that, but we're trying to pave the way for a future ISP that can truly make a difference. These new investments cost millions. As the CEO of a business making tough decisions is what I have to do, and one such tough decision was we're not in a position to sacrifice 1/12th of our entire annual revenue while reinvesting in the business to the massive extent we've been forced to.

I'm not shy to be open with you all about this. It's a tough thing to ask of any business. We don't receive discounts when things don't work. Internet is best effort to us as well, and this is part and parcel of what we are resolving on our end. In the future, with your support, we'll be able to look at refunds from a very different perspective, but as it stands, we don't receive any sort of discounts for degraded service whatsoever - we pay for services at full price no matter what.
 
Hmmm. Well, this is indeed interesting, though I do wonder how this is going to play out. OpenWeb at one point had the option to choose between multiple backbones and you could decide which one to use when signing up.

The only questions from me at this point would be - Can you use the two login details at the same time on a router which supports it, like a Mikrotik, some ASUS routers and other things like PFSense, and use rules on those devices to determine which data type uses which connection? Could you do two concurrent connections using both logins?
 
Looney said:
So you are happy to keep taking my hard earned money
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Nothing about a degraded service makes me happy, hence why we've gone to the lengths we have to resolve this, whether the current upstream provider resolve it or not.

You better make a plan.
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We did, in a substantial fashion. Which we've just sent everyone a mail about.
 
balky said:
I hope Cybersmart is going to compensate CW for sorting out their problems :)
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Not even remotely, no. In fact on the contrary, which is why people from IzZzy's firm have been involved in this process the last few weeks.
 
CataclysmZA said:
Hmmm. Well, this is indeed interesting, though I do wonder how this is going to play out. OpenWeb at one point had the option to choose between multiple backbones and you could decide which one to use when signing up.

The only questions from me at this point would be - Can you use the two login details at the same time on a router which supports it, like a Mikrotik, some ASUS routers and other things like PFSense, and use rules on those devices to determine which data type uses which connection? Could you do two concurrent connections using both logins?
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Technical details will be released later on. But you will use one or the other, not both at the same time.
 
balky said:
I hope Cybersmart is going to compensate CW for sorting out their problems :)
Click to expand...

Crystal Web said:
Not even remotely, no. In fact on the contrary, which is why people from IzZzy's firm have been involved in this process the last few weeks.
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That surprises me, because I'm sure Cybersmart has benefited by having an improved service due to CW's help in fault finding.
 
Crystal Web said:
We had a choice when contemplating how best to move forward. Stick with a single provider, don't expand things out, and continue to risk future performance issues, but then refund people, or fix things properly once and for all.
Click to expand...

As before; lets see this through.

I still have good faith in CW and the people behind it: Now to turn those efforts into success and proof...
 
snail112 said:
And hopefully that includes the 4Mbps subscribers too?

I don't like paying for another month for a service I cannot use and then have to buy data from another ISP to do what I have to do.

I am tempted to stay and see "if it is better this month (Jan)," but I am so wanting to tell you to ................. Lets not go there.

I really want to give you the benefit of the doubt, but at this point in time I would like a money back guarantee if it does not pan out.
Click to expand...

Crystal Web said:
We had a choice when contemplating how best to move forward. Stick with a single provider, don't expand things out, and continue to risk future performance issues, but then refund people, or fix things properly once and for all. We unfortunately don't have an endless pit of money, and as much as I'd like to tell you we can upgrade everything, pay the legal fees we've had to, invest in a symmetrical network, double capacity, pay for December work for all employees and new consultants, employ new people for this, pay for massive development work, and refund customers or offer a money-back-guarantee to everyone, the simple fact of the matter is that we can't. We don't have a hundred thousand customers like some other ISPs - we're still much smaller than that, but we're trying to pave the way for a future ISP that can truly make a difference. These new investments cost millions. As the CEO of a business making tough decisions is what I have to do, and one such tough decision was we're not in a position to sacrifice 1/12th of our entire annual revenue while reinvesting in the business to the massive extent we've been forced to.

I'm not shy to be open with you all about this. It's a tough thing to ask of any business. We don't receive discounts when things don't work. Internet is best effort to us as well, and this is part and parcel of what we are resolving on our end. In the future, with your support, we'll be able to look at refunds from a very different perspective, but as it stands, we don't receive any sort of discounts for degraded service whatsoever - we pay for services at full price no matter what.
Click to expand...

OK, I am going to be blunt. I'll stick it out for January, only to see how this new network thing is going to be, and if I am not happy, I WILL fill in the dots of my post above in the cancellation email.

What about the 4Mbps customers?
 
snail112 said:
OK, I am going to be blunt. I'll stick it out for January, only to see how this new network thing is going to be, and if I am not happy, I WILL fill in the dots of my post above in the cancellation email.

What about the 4Mbps customers?
Click to expand...

4Mbps customers should actually be getting really decent performance on all protocols. If not, let support know so we can look to resolve this for you quickly.

There remains one single issue on the network right now: HTTP downloads. 10Mbps and up customers are already seeing massive performance increases as well, for torrents and nntp which is previously where the major issues existed. But HTTP downloads is an area we are aware an issue persists.

From our perspective, not being able to get a specific date for this resolution is part and parcel of our decision to move to a capacity model with direct management of the network, with it completely separated from other customers, and to split the doubled capacity off onto two independent networks to double-down on this prevention of issues, and to ensure that we can now offer proper choice.

It also means that in January we're going to release some incredible specials, available to existing customers as well.
 
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