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

Are you satisfied with your Crystal Web account?

  • Total voters
    126
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Rohan said:
I will try thanks...seems the only way is to call them and lately they are impossible to get hold of on the phone.
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You'll see we're doing a helluva lot behind the scenes to help now with Telkom faults. Even for customers such as yourself whose line is not with us. But when it comes to ticket systems and billing systems on Telkom's side we have to step back and let them handle it 100% or our efficiency is only likely to cause confusion there. :D
 
Crystal Web said:
You'll see we're doing a helluva lot behind the scenes to help now with Telkom faults. Even for customers such as yourself whose line is not with us. But when it comes to ticket systems and billing systems on Telkom's side we have to step back and let them handle it 100% or our efficiency is only likely to cause confusion there. :D
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I don't know how you guys do it, dealing with telkom is a nightmare. I really am impressed with your service. I will recommend you to everyone!
 
Rohan said:
I don't know how you guys do it, dealing with telkom is a nightmare. I really am impressed with your service. I will recommend you to everyone!
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Dealing with Telkom's first line consumer support can be frustrating. But there are some spectacular individuals at Telkom who go over and above to increase service levels and to ensure the brand maintains and increases in value. It's easy to paint Telkom with a negative brush because of the frustrations with call centres, but in reality Sipho Maseko is actually in the process of doing a great job in sorting this out once and for all, and he has some diamonds in the rough behind the scenes doing some great work. We're also trying to help by getting the right things reported to the right people to fix things quicker than ever.

In fact most Telkom queries that used to be resolved in a week to 2 weeks are now resolved within a few hours via Crystal Web. It's not a precedent we will always be able to maintain as it is entirely dependent on many moving parts, but we (and Telkom) are doing a lot to help our customers (and even non-customers on occasion) as and when we can. Especially MyBroadband members.
 
Crystal Web said:
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.
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Will do so tonight. Was a little too tired and slightly annoyed to try last night.

Also, can't see my usage for the month, username or my past invoices using the customer portal. Something broken there?
Usage mails are using the old usernames and not the "new" ones.
 
Pho3nix said:
Will do so tonight. Was a little too tired and slightly annoyed to try last night.

Also, can't see my usage for the month, username or my past invoices using the customer portal. Something broken there?
Usage mails are using the old usernames and not the "new" ones.
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We are busy re-developing that from the ground-up at the moment. Should be done this month. Apologies about that one.
 
@CW
I contacted support earlier this afternoon regarding poor torrent speeds (2 - 7KB/S) on my premium capped account.

Other capped accounts gave me full line speed. Support also tested the download and achieved line speed. I was told that it would be escalated and also requested feedback with regards to the problem.

Although speeds have increased, it still doesn't get much more than 50% of the expected speed. It occasionally burst a bit higher, but only for a few seconds.
It acts like the account is shaped. (Torrents)
Http download at full speed.

I tried to contact support, but they are offline due to a server error.

Could you maybe have a look at my account when possible?
 
I monitored that chat and we started investigating while you were chatting to support. No direct feedback yet but will let you know asap on that front as I do...
 
Just quick question, how can we check usage? I get an email every day but it just says I have used 0% of my cap.
 
Rohan said:
Just quick question, how can we check usage? I get an email every day but it just says I have used 0% of my cap.
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We're busy updating this for the portal and notifications. Until then just ask support.

But I do have a temporary portal we're nearly done with as well for the new capped accounts.
 
CW FYI I've logged a "noisy line" complaint with Telkom... :D
 
Anybody having problems with gaming?
I'm struggling to create a lobby in GT6 and are constantly dc'ing from lobbies.

I'm on a capped account.
 
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Extremely slow download speeds on my side. Living in JHB.
 
This thread dropped off our subscribed page 1.

Support tickets and chats are the lowest they've ever been.

This makes me very happy. :)
 
If I run out of data on the 120GB offering, what does additional data cost?
 
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