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

[Crystal Web]

Wow, just wow. You guys really went out of your way to help me with this problem! You continue to amaze me! Thanks a mil I just tried with my tp link again but it is still down. Am glad you found the problem at my exchange.

If I can ask...what is causing it? And why will the old mega router work fine but not the other 2? Just really curious as to what the problem is.

Really a pleasure. Looks like the port output power is not right at all. We've requested you to be moved to a new port at the exchange which will solve the problem.

Your line is also showing some problems but these may be related to the port issue. If we replace it and it sorts it out, fantastic. If not, we've got some data for you to report to Telkom (or we can try do it behind the scenes for you )

 

[Hectic]

Once again CW comes to the rescue.

 

[Rohan]

Hopefully this will also cure the latency problems I occasionally experience while gaming where latency would spike to 5k or 6k ms.

Thanks again. I will let you know if anything happens.

 

[karnuffel]

Im seeing the worst latency in WOW in months at CW. Anyone else battling?

 

[F1 Fan]

Sad to say, but I cancelled with CW after being with them since last year June. Have a few reasons for cancelling, but on the whole service was excellent, the internet was decent and my overall experience was fairly positive...

Good luck to the team...il be keeping a close on developments going forward...

 

[User4456]

We'll be joining the CW family pretty soon, can't wait! If I may ask the CW rep a question regarding gaming prioritisation. If user A is streaming netflix, but user B is playing Dota, which packets get top priority? would user A experience delay and lag in-game? thanks!

Edit: I did read the earlier lengthy post on prioritisation, but I'm still not clear what the outcome of this particular tug-of-war would be for the gamer.

 

[slvR]

I too am no longer a client after being with them since June last year. Coming from OpenWeb my expectations weren't very high, being a new ISP and all but after some ups and lots of downs I can safely say being with Crystal Web was possibly the best experience I've ever had. I got so used to the great support and exceptional response time I don't see myself fitting in with any other ISP for a while. Overall I left on a positive note and wish the team good luck for the future. Hope I'll be drawn back soon again as I'll definitely be keeping a close eye on this thread and the website.

 

[Pho3nix]

DNS issues on Xbox and PSN.
Xbox reporting packet loss. CMD ping to Google reports the same, 10%.

 

[Pho3nix]

Restarting of router fixes issue with packet loss for 2 minutes and then it starts up again.
Latency is also shocking.

 

[Hectic]

Restarting of router fixes issue with packet loss for 2 minutes and then it starts up again.
Latency is also shocking.

Capped or uncapped?

 

[Pho3nix]

Capped or uncapped?

Capped account

 

[Hectic]

Capped account

Hmm, I also saw some packet loss last night. Was my first night on a capped account.

 

[Rohan]

Big thanks to CW again, it seems the problem has been fixed and my other routers can now authenticate again!

 

[Crystal Web]

Big thanks to CW again, it seems the problem has been fixed and my other routers can now authenticate again!

Great to hear. I did receive confirmation a few minutes ago that you were moved to a new port at the exchange, which should also hopefully resolve the occasional latency issue you had. Please do keep me updated as well.

 

[Crystal Web]

Latency and packet loss issues I've had a look at and can't find any network related reasons for this. It's tough to look back to try to ascertain what went wrong - always best to hop on chat and have a ticket logged for it so we can investigate with the data at the time when it occurs.

If it occurs tonight please do hop on support and let's take a look, but in terms of the network I'm not seeing anything specific on our end that could have caused that last night.

 

[karnuffel]

Latency and packet loss issues I've had a look at and can't find any network related reasons for this. It's tough to look back to try to ascertain what went wrong - always best to hop on chat and have a ticket logged for it so we can investigate with the data at the time when it occurs.

If it occurs tonight please do hop on support and let's take a look, but in terms of the network I'm not seeing anything specific on our end that could have caused that last night.

I believe my exchange was to blame.... the second hop timed out every time and my third hop was at about 63.

 

[Rohan]

Great to hear. I did receive confirmation a few minutes ago that you were moved to a new port at the exchange, which should also hopefully resolve the occasional latency issue you had. Please do keep me updated as well.

How can I cancel an open ticket with Telkom? I am told I might be charged for a call out fee and everything is working fine now.

 

[Crystal Web]

I believe my exchange was to blame.... the second hop timed out every time and my third hop was at about 63.

Yup. The timeouts on the second hop are now expected no matter what the quality of the line is, as Telkom have switched off ICMP packet relay requests at just about all exchanges now. Makes diagnosing exchange related issues a little more difficult for first line support staff, but if you see the third hop at anything above 25ms you can start to safely assume that the exchange is causing that.

 

[Crystal Web]

How can I cancel an open ticket with Telkom? I am told I might be charged for a call out fee and everything is working fine now.

Your best bet is to contact Telkom and close the fault. We don't want to get involved in their ticket side of things and cause any confusion, so this time you may have to contact them directly. But don't worry too much about the callout fee as they will see that work was done to resolve it before a technician was dispatched.

But do close the fault though.

 

[Rohan]

Your best bet is to contact Telkom and close the fault. We don't want to get involved in their ticket side of things and cause any confusion, so this time you may have to contact them directly. But don't worry too much about the callout fee as they will see that work was done to resolve it before a technician was dispatched.

But do close the fault though.

I will try thanks...seems the only way is to call them and lately they are impossible to get hold of on the phone.