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

Are you satisfied with your Crystal Web account?

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slvr said:
HTTP downloads are def broken, same file in jdownloader pulling line speed
View attachment 180902
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Rohan said:
Yep, it's not fixed. Trying to download and install avast with CW takes literally hours. Same install with different isp takes minutes.
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I emailed support, Lendl specifically, some screenshots as well as a pathping to the server I was downloading from to show the slow speeds.
Lendl confirmed that HTTP is still not where it should be but the new symmetrical network should fix all this up soon.

Speeds are better today, getting between 80-150kB/s as opposed to 20-60kB/s yesterday.

Using JDownloader and 10 connections I managed to get my download up to line speed.
 
Experiencing latency issues tonight. Also not reaching full 4mb. Netflix is buffering, quality is very bad.

What's going on CrystalWeb?
 
Looney said:
Experiencing latency issues tonight. Also not reaching full 4mb. Netflix is buffering, quality is very bad.

What's going on CrystalWeb?
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Nothing on our front from what I can tell. Netflix is not having issues here at all right now, and I'm not seeing the packet loss. Did you chat with support at all and have you run any diagnostics so we can have a look? Reboot or (I know people hate to hear it) power cycle the router? Port reset?

Guys on support can run through it all, or I can do it for you if you'd prefer?
 
Crystal Web said:
Nothing on our front from what I can tell. Netflix is not having issues here at all right now, and I'm not seeing the packet loss. Did you chat with support at all and have you run any diagnostics so we can have a look? Reboot or (I know people hate to hear it) power cycle the router? Port reset?

Guys on support can run through it all, or I can do it for you if you'd prefer?
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Have not spoken to support yet. I power cycled the modem, didn't help. I can't get through to Telkom to do a port reset.

Here is a speedtest:
http://www.speedtest.net/my-result/i/1097434899
 
Looney said:
Have not spoken to support yet. I power cycled the modem, didn't help. I can't get through to Telkom to do a port reset.

Here is a speedtest:
http://www.speedtest.net/my-result/i/1097434899
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Nah, not us there. Took a look at your stats on our end for you and there's definitely a line issue at the moment taking hold. That port reset will help, hopefully, or (worst case) there's congestion but I don't recall your line having issues before (it can strike at any time though - recently started in my area :( ).

Best bet is to move your line over to us and no longer have to worry about the queues for these sorts of things, for line issues.
 
Crystal Web said:
Nah, not us there. Took a look at your stats on our end for you and there's definitely a line issue at the moment taking hold. That port reset will help, hopefully, or (worst case) there's congestion but I don't recall your line having issues before (it can strike at any time though - recently started in my area :( ).

Best bet is to move your line over to us and no longer have to worry about the queues for these sorts of things, for line issues.
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I've never moved my line from Telkom... If I moved my line over to CrystalWeb will I be able to do port resets on my own or will you guys be able to do it? How does it work?
 
Looney said:
I've never moved my line from Telkom... If I moved my line over to CrystalWeb will I be able to do port resets on my own or will you guys be able to do it? How does it work?
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We were ready to deploy our line management features into the portal last year but then Telkom started changing things (As our red cousin found out). It's just about ready to deploy again, and yes, you can port reset your own line, and we can do so for you as well. You simply request the migration to us from Telkom in writing, and it usually takes about 6 days if Telkom are wide awake. And it costs less too. 20Mbps with us for example is R399 per month. 40Mbps is R499 per month. So there's certainly a financial benefit as well as operational benefit.

I've heard numerous people say they don't wish to migrate their lines to their ISP as they've been burnt before, and that's understandable, but times have changed. Takes a few days to move to us, and a few days to move back if you need to as well. Only thing we request is that the line be bundled with a data package as we subsidise the line rental costs, but we are re-evaluating this policy at the moment as well. Thign is, you can use any ISP on the line - just because it is managed by one ISP doesn't mean you're locked in to them.
 
Crystal Web said:
We were ready to deploy our line management features into the portal last year but then Telkom started changing things (As our red cousin found out). It's just about ready to deploy again, and yes, you can port reset your own line, and we can do so for you as well. You simply request the migration to us from Telkom in writing, and it usually takes about 6 days if Telkom are wide awake. And it costs less too. 20Mbps with us for example is R399 per month. 40Mbps is R499 per month. So there's certainly a financial benefit as well as operational benefit.

I've heard numerous people say they don't wish to migrate their lines to their ISP as they've been burnt before, and that's understandable, but times have changed. Takes a few days to move to us, and a few days to move back if you need to as well. Only thing we request is that the line be bundled with a data package as we subsidise the line rental costs, but we are re-evaluating this policy at the moment as well. Thign is, you can use any ISP on the line - just because it is managed by one ISP doesn't mean you're locked in to them.
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Seems like a hassle to write to Telkom to request my line moved. Hmmm I'll think about it.
 
Looney said:
Seems like a hassle to write to Telkom to request my line moved. Hmmm I'll think about it.
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No, you simply drop us a mail and request it in writing. We handle the migration over to us in its entirety.
 
Looney said:
Ohhhhh I see, I thought you meant I had to write to Telkom to request it. Ok then it's not so bad :)
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Apologies about that. No, the process is really quite simple - just drop us a mail from your registered email address and request the line migration and we'll process it on your behalf.
 
Do you handle everything regarding the line? In other words, if I come home one day and I have no dial tone, line is dead or adsl is completely dead, do I contact you and you sort it out with Telkom?
 
Crystal Web said:
Apologies about that. No, the process is really quite simple - just drop us a mail from your registered email address and request the line migration and we'll process it on your behalf.
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Are these charges prorata or is there a possibility of double charges between CW and Telkom?
 
Looney said:
Do you handle everything regarding the line? In other words, if I come home one day and I have no dial tone, line is dead or adsl is completely dead, do I contact you and you sort it out with Telkom?
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Correct. We contact Telkom Wholesale and skip the call centre for you - directly report it, and they typically have SLA-type agreements with us for responses, but they're not altogether kept to or held. We do tend to get better turnaround times in my experience than dealing with the call centres, and we also typically know what you're talking about and have the data to report to Telkom. We don't however have the advanced line testing tools available like their tier 2 support have, although we do have line testing tools for testing sync, max speeds, SNR, attenuation etc.
 
Hectic said:
Are these charges prorata or is there a possibility of double charges between CW and Telkom?
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Pro-rata. The only possibility for double charging is if Telkom or we make an error. We're typically very good at resolving that if we do as many will attest to when it comes to line rentals (it happened more than I was happy with at first), and Telkom are also pretty good at crediting anything if they make an error, but they're quite rare.
 
Last edited:
Thx.
My line is as dead as a door nail atm.

We had someone trimming a tree and despite 165 warnings about not letting the branches falling on the line, guess what happened?
 
Hectic said:
Thx.
My line is as dead as a door nail atm.

We had someone trimming a tree and despite 165 warnings about not letting the branches falling on the line, guess what happened?
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Sorry to hear, man. :(

What's the ETA from Telkom to get it fixed? My line at home also crosses the garden at one small point - covered in trees, but luckily near one of the storage wendyhouses, so I lassoed two canoes together and balanced it from the wendyhouse roof to the house roof to protect the Telkom line. Quite sure I'd have been in your shoes too had it not been protected - those wood-hunters don't care all that much. It's the "not my problem" attitude I'm afraid.

Hope it gets sorted asap.
 
Looney said:
Aggghhhh Netflix keeps buffering and terrible quality :((((
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Definitely not something I can replicate here and haven't had anything on the support desk about Netflix. Not for a very long time, in fact. Considering how the network is currently setup, that's not surprising to us at all. ;)

Definitely a line fault here though.
 
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