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

[Hectic]

I reported it about midday.
Telkom says hopefully two days, but I think it will be fixed tomorrow.
The techies in our town are usually on the ball.

Exactly for this reason I insisted that this job not be done on a Friday, otherwise it will only repaired on Monday.
By 10:00 tomorrow I should be abusing CW again.

 

[Looney]

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.

Guess will have to wait till tomorrow and call Telkom

 

[Crystal Web]

I reported it about midday.
Telkom says hopefully two days, but I think it will be fixed tomorrow.
The techies in our town are usually on the ball.

Exactly for this reason I insisted that this job not be done on a Friday, otherwise it will only repaired on Monday.
By 10:00 tomorrow I should be abusing CW again.

Oh dear. We shall prepare ourselves.

 

[Crystal Web]

Guess will have to wait till tomorrow and call Telkom

Want to drop me some winmtr results though so long?

Also, when you reset, did you need to update IP (as in did it reset the IP from the exchange?). You can always try to force a new IP with the power cycle (which is one of the reasons we prefer the power cycle over reset) and update Unotelly IP, and try again?

I am grasping here a little to help though.

 

[Looney]

Want to drop me some winmtr results though so long?

Also, when you reset, did you need to update IP (as in did it reset the IP from the exchange?). You can always try to force a new IP with the power cycle (which is one of the reasons we prefer the power cycle over reset) and update Unotelly IP, and try again?

I am grasping here a little to help though.

Haha I can see

It seems ok for now, not buffering at the moment. I'll keep monitoring it and if by tomorrow it's not sorted I'll call Telkom to do a port reset.

I'm too tired and lazy to get my laptop to run tests lol

 

[mister]

Crystal Web,

I just wanted to say I have been quite impressed with email support lately. You can see that actual effort has been put into crafting each reply, and they have been checked before hitting send! Have you employed a grammar nazi that periodically reviews grammar, syntax, and spelling?

Having to contact support is never nice, but it does make things better when you can see that care & effort has been put in.

 

[Crystal Web]

Crystal Web,

I just wanted to say I have been quite impressed with email support lately. You can see that actual effort has been put into crafting each reply, and they have been checked before hitting send! Have you employed a grammar nazi that periodically reviews grammar, syntax, and spelling?

Having to contact support is never nice, but it does make things better when you can see that care & effort has been put in.

Thanks mister,

It's good to get positive feedback about the support agents. We did embark on a training process last year to ensure that customer support agents learn to better take ownership of customers and their problems and to take responsibility for the quality of communication which has substantially increased the quality of interaction via support, and we'll continue to do so. Importantly, they're also communicating among themselves about tickets now rather than in isolation which was important to get right.

Please do remember to rate the agents positively as well so we can begin to measure these successes. One thing that our agents continually get down about is that people tend to only rate negatively when something goes wrong, and rarely positively when they do a good job. Also customers tend to rate the agents based on the issue they were having rather than the actual support received - i.e. customer cannot login; support resolves it; support is rated negatively due to the initial failed login and not the quality of the support received, which is the intention of the rating system.

It really is great to receive positive feedback about the guys though, and I've sent them this post to read which will make them all very happy, I'm quite sure. So thank you.

 

[mister]

Also customers tend to rate the agents based on the issue they were having rather than the actual support received - i.e. customer cannot login; support resolves it; support is rated negatively due to the initial failed login and not the quality of the support received, which is the intention of the rating system.

Yes, I can see that happening a lot! Nothing makes people as grumpy as slow internet I'm sure you have a system in place to retract unnecessary bad marks against support agents who don't deserve it.

 

[Crystal Web]

Yes, I can see that happening a lot! Nothing makes people as grumpy as slow internet I'm sure you have a system in place to retract unnecessary bad marks against support agents who don't deserve it.

Yeah, I read over every single one and assign them manually.

 

[mister]

Yeah, I read over every single one and assign them manually.

And place a mark on the customer's account saying, "GRUMPY - beware!"

 

[slvR]

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 105.233.16.1 - 0 | 36 | 36 | 6 | 9 | 14 | 7 |
| 196.6.121.198 - 4 | 32 | 31 | 9 | 11 | 16 | 10 |
| rhwh-ip-esr-3-wan.telkom-ipnet.co.za - 4 | 31 | 30 | 9 | 11 | 16 | 11 |
| 196.43.39.18 - 8 | 28 | 26 | 9 | 13 | 17 | 9 |
| vodacom-gw.telkom-ipnet.co.za - 0 | 36 | 36 | 10 | 15 | 31 | 12 |
| 41.0.0.33 - 4 | 27 | 26 | 11 | 15 | 44 | 11 |
| 41.0.0.33 - 4 | 32 | 31 | 12 | 15 | 47 | 13 |
| 41.0.11.164 - 0 | 36 | 36 | 11 | 13 | 21 | 13 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

eish

 

[AntiGanda]

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.

I don't recommend moving a line. This is the reason:
Dealing with Telkom support is very trying. It can ages just to reach them and support tickets are often mishandled - maybe even summarily closed. If we delegate that rough job to a company, they just don't have the time or inclination to follow up or follow through with the deadbeats at telkom. So your best line manager is yourself via telkom.

 

[slvR]

CW, I sent some data with regard to my experienced high latency. Seems I was wrong, issue is with more than Steam.
Please let the guys have a look, I sent it to the support@ email

This is really bad......

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 105.233.16.1 - 0 | 37 | 37 | 6 | 11 | 17 | 7 |
| 196.6.121.198 - 0 | 37 | 37 | 10 | 13 | 16 | 13 |
| rhwh-ip-esr-3-wan.telkom-ipnet.co.za - 0 | 37 | 37 | 38 | 65 | 99 | 57 |
|rrba-ip-lir-1-gig-7-1-0.telkom-ipnet.co.za - 4 | 33 | 32 | 40 | 68 | 99 | 64 |
|rrba-ip-se-2-gig-2-0-0-102.telkom-ipnet.co.za - 0 | 37 | 37 | 37 | 64 | 98 | 61 |
|internet-solutions-gw.telkom-ipnet.co.za - 0 | 37 | 37 | 130 | 161 | 207 | 153 |
| core1a-pkl-te-1-1.ip.isnet.net - 0 | 37 | 37 | 127 | 159 | 199 | 157 |
| core1a-pkl-te1-2.isnet.net - 0 | 37 | 37 | 135 | 161 | 200 | 157 |
| 168.209.218.17 - 0 | 37 | 37 | 128 | 159 | 197 | 160 |
| 196.34.134.105 - 89 | 9 | 1 | 149 | 149 | 149 | 149 |
| gw.aserv.co.za - 47 | 13 | 7 | 136 | 150 | 176 | 144 |
| EDUCATIONMATTER - 0 | 37 | 37 | 131 | 161 | 200 | 157 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 105.233.16.1 - 0 | 13 | 13 | 6 | 6 | 9 | 6 |
| 196.6.121.198 - 0 | 13 | 13 | 10 | 11 | 14 | 11 |
| 72.14.220.38 - 0 | 13 | 13 | 9 | 12 | 37 | 10 |
| 72.14.239.33 - 0 | 13 | 13 | 10 | 12 | 15 | 12 |
| google-public-dns-a.google.com - 0 | 13 | 13 | 10 | 11 | 16 | 12 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 105.233.16.1 - 0 | 11 | 11 | 6 | 10 | 14 | 9 |
| 196.6.121.198 - 0 | 11 | 11 | 13 | 16 | 20 | 16 |
| pk202-jhb-gi-2701.borwood.net - 0 | 11 | 11 | 9 | 12 | 16 | 12 |
| th202-lon-po-sat3.borwood.net - 0 | 11 | 11 | 172 | 177 | 181 | 175 |
| th102-lon-vl-pcr2b.borwood.net - 0 | 11 | 11 | 175 | 180 | 192 | 177 |
| th302-lon-gi-1204.borwood.net - 0 | 11 | 11 | 176 | 182 | 191 | 182 |
| bbc-linx.pr01.thdow.bbc.co.uk - 0 | 11 | 11 | 180 | 189 | 195 | 190 |
| No response from host - 100 | 2 | 0 | 0 | 0 | 0 | 0 |
| ae0.er02.cwwtf.bbc.co.uk - 0 | 11 | 11 | 177 | 185 | 196 | 192 |
| 132.185.255.165 - 0 | 11 | 11 | 191 | 194 | 202 | 194 |
| fmt-vip132.cwwtf.bbc.co.uk - 0 | 11 | 11 | 189 | 193 | 204 | 191 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 105.233.16.1 - 0 | 17 | 17 | 6 | 7 | 11 | 9 |
| 196.6.121.198 - 0 | 17 | 17 | 9 | 12 | 22 | 14 |
| rhwh-ip-esr-3-wan.telkom-ipnet.co.za - 0 | 17 | 17 | 9 | 11 | 19 | 12 |
| 196.43.39.74 - 0 | 17 | 17 | 12 | 14 | 22 | 12 |
| vodacom-gw.telkom-ipnet.co.za - 0 | 17 | 17 | 11 | 16 | 23 | 19 |
| 41.0.0.33 - 0 | 17 | 17 | 15 | 17 | 24 | 18 |
| 41.0.0.33 - 0 | 17 | 17 | 12 | 16 | 23 | 13 |
| WIN-SUTOBD3L9F8 - 0 | 17 | 17 | 11 | 13 | 19 | 11 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 105.233.16.1 - 0 | 39 | 39 | 5 | 10 | 50 | 8 |
| 196.6.121.198 - 0 | 39 | 39 | 8 | 12 | 53 | 12 |
| jb1-vlan612.jhbcore.net - 3 | 35 | 34 | 8 | 12 | 36 | 9 |
| mweb-1.jinx.net.za - 0 | 39 | 39 | 9 | 12 | 53 | 11 |
| tengig-0-7-0-3-vic-p-1.mweb.co.za - 0 | 39 | 39 | 40 | 45 | 82 | 42 |
| tengig-0-0-0-0-cpt-p-2.mweb.co.za - 0 | 39 | 39 | 37 | 42 | 82 | 40 |
| vl-12-cpt-hscore-2.mweb.co.za - 0 | 39 | 39 | 34 | 40 | 77 | 35 |
| vp-02-14.bb.ctn.c27.za.net - 0 | 39 | 39 | 38 | 43 | 82 | 40 |
| 197-85-139-78.cpt.mweb.co.za - 0 | 39 | 39 | 38 | 41 | 80 | 38 |
| intoxicated.co.za - 0 | 39 | 39 | 38 | 43 | 81 | 40 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

 

[Crystal Web]

I don't recommend moving a line. This is the reason:
Dealing with Telkom support is very trying. It can ages just to reach them and support tickets are often mishandled - maybe even summarily closed. If we delegate that rough job to a company, they just don't have the time or inclination to follow up or follow through with the deadbeats at telkom. So your best line manager is yourself via telkom.

Fortunately our customers who have already moved their lines over have a vastly different experience than that which you've posted. We're aware of the random closing of faults. In fact one of our support agents was on the line today having one proactively reopened for a customer and giving them stick about it. If you prefer to do this yourself, then naturally that's fine too.

 

[Crystal Web]

CW, I sent some data with regard to my experienced high latency. Seems I was wrong, issue is with more than Steam.
Please let the guys have a look, I sent it to the support@ email

This is really bad......

I try my best to reconcile forum names with account names on our system, but it honestly is best to send it directly to support instead and let them add it to the ticket as well for additional data. Doing it this way means I need you to PM me the details, I then find the correct ticket, merge it with the existing ticket, and notify the support agent, whereas once it is in the support system it's auto-assigned and updated, and attached to your account.

If you can PM me your details I will forward and merge it, and have the support agent follow up for you.

 

[vicv]

When I left home this morning my account was unusable. Couldn't do anything at all on pc or phone.

Tried to get onto live chat but no joy.

 

[Crystal Web]

When I left home this morning my account was unusable. Couldn't do anything at all on pc or phone.

No known network issues from this morning and the logs aren't showing anything. Will need to investigate for you to see what was going on there.

 

[vicv]

No known network issues from this morning and the logs aren't showing anything. Will need to investigate for you to see what was going on there.

Switched off the router before I left. Will see what's up when I get home and log a ticket if needed.

 

[slvR]

Running 6 MTR windows to various hosts, seeing loss on all of them. Will consolidate all the data, and send it to support later this evening. This has to be resolved before the 17th.

 

[slvR]

I'm also picking up on packet loss from your exchange which is also a contributing factor to high in game latency.

/sobs