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

[Crystal Web]

@CW

Please see my post, #5775

Need to sign up for tomorrow.

Also, how long will it take for me to get the log in details once signed up? If i sign up tonight, will I get them before 8am tomorrow?

Hi Shalin_ZN

I saw the post but also saw that you were talking to support who should have assisted. You are welcome to sign up in the company name. However best is to sign up with the contact details of the person at the company, and drop us a mail to support with the company name and registration number, and VAT number if needed on the invoice, and we'll amend accordingly on our side. We're in the process of making changes to make this more fluid.

Your account will also be available within a few minutes after signing up.

 

[SZN]

Hi Shalin_ZN

I saw the post but also saw that you were talking to support who should have assisted. You are welcome to sign up in the company name. However best is to sign up with the contact details of the person at the company, and drop us a mail to support with the company name and registration number, and VAT number if needed on the invoice, and we'll amend accordingly on our side. We're in the process of making changes to make this more fluid.

Your account will also be available within a few minutes after signing up.

Cool, will sign up tomorrow morning then.

 

[Manemarak]

:erm:

We’re sorry, we hit an unexpected snag. Go ahead and either refresh your browser or hit the back arrow in your browser window to try your action again.. If you need some further assistance, please contact our customer support team.

Browser > back button > re submit survey

all good

 

[MrR]

Just completed. I really hope you guys are awarded ISP of the year!

+1. Been with CW from the start and to date have received a world class service. Transparent business, support is phenomenal (friendly, informative and supportive) and the product offering is great.

Keep up the good work

 

[Ho3n3r]

What downloads are slow?

Normal downloads during the evening. Hovered between 130 and 150KB/s, but I contacted support and they say that this is just normal shaping due to increased demand. I can accept that.

 

[Ho3n3r]

+1. Been with CW from the start and to date have received a world class service. Transparent business, support is phenomenal (friendly, informative and supportive) and the product offering is great.

Keep up the good work

And knowledgeable. I hate it when an ISP's support leaves you in the dark after tests, tests and some more tests.

 

[SZN]

I've been with them since October, on 2mb uncapped. Probably the best internet connection I've had so far.

There has been a few issues, but support have generally sorted it out immediately. The 24 hours live chat is probably my favorite support feature.

The price is a bit higher than others out there, but the quality of their service is so far ahead it's unbelievable.

Switching to capped tomorrow, so hope the experience is even better.

 

[Soulcode]

Hi guys,

We've sent out a survey to our customers and would really love to get your feedback. Please check your email inbox - shouldn't take more than 5min to complete.

I did your survey, but I'd just like to comment on 2 of my responses. Yes, I know you won't know which one is mine, but just so you know:

1. I did not give you the highest rating for streaming because streaming from Twitch.tv on source quality remains an issue on the website.
2. There was no N/A option on the email support questions. I don't use your email support because live chat is so much quicker and more efficient than email can ever be, so I just went ahead and rated the email support the 2nd highest option.

Overall since you moved to the IS backbone you are the best ISP I have ever used, and I have used pretty much ALL of them. Your account pricing is not cheap, but a cheap account is going to give you cheap performance in the South African internet landscape.

Keep up the good work

 

[slvR]

ayy lmao

 

[Crystal Web]

FYI, just for some context to the question relating to dynamic support:

In the last 7 days, between midnight and 6am, we've had a total of 6 chats altogether. In other words less than one per day during these times. This is because the network works. What we're proposing is that if there ever are issues, we revert to 24 hour support until any faults are cleared, but for times like now, we rather look at ensuring that those staff members are put to better use to serve you better. Oh, and 4 of those 6 chats were sales related - only 2 were actual support chats.

 

[Crystal Web]

I did your survey, but I'd just like to comment on 2 of my responses. Yes, I know you won't know which one is mine, but just so you know:

1. I did not give you the highest rating for streaming because streaming from Twitch.tv on source quality remains an issue on the website.
2. There was no N/A option on the email support questions. I don't use your email support because live chat is so much quicker and more efficient than email can ever be, so I just went ahead and rated the email support the 2nd highest option.

Overall since you moved to the IS backbone you are the best ISP I have ever used, and I have used pretty much ALL of them. Your account pricing is not cheap, but a cheap account is going to give you cheap performance in the South African internet landscape.

Keep up the good work

Appreciate the answers there. Twitch I know on your account gave issues. Doesn't for others so I know it's specific to the profile you're on which IIRC was a custom one I put together. There's a plan for this BTW.

Appreciate the great review though overall, and I didn't think of the n/a for the email support - too late to change now but will include it next time around.

 

[snail112]

Question 9 might give away my identity, but I have a valid point by mentioning it.

 

[Crystal Web]

Question 9 might give away my identity, but I have a valid point by mentioning it.

The NNTP queries gave it away.

 

[initroot]

who wants to be my referral??

 

[Manemarak]

Question 9 might give away my identity, but I have a valid point by mentioning it.

CW offers a witness protection plan

 

[snail112]

Eish, but nntp is slow again tonight. Bloody 58'ish KB/s. I can start licking my wrist and I can guarantee that I'll bleed out before the downloads are finished.

 

[Crystal Web]

Eish, but nntp is slow again tonight. Bloody 58'ish KB/s. I can start licking my wrist and I can guarantee that I'll bleed out before the downloads are finished.

I've dropped you a PM about this.

 

[Hiro ZA]

The NNTP queries gave it away.

hiya any plans to offer smaller GIG accounts ?

 

[Crystal Web]

hiya any plans to offer smaller GIG accounts ?

We do have some plans. You can talk to an agent on live chat on our site and they may be able to provide you with something more tailored to your needs.

 

[StevenC]

2. There was no N/A option on the email support questions. I don't use your email support because live chat is so much quicker and more efficient than email can ever be, so I just went ahead and rated the email support the 2nd highest option.

+1.

Email support compared to a live chat support is going to be like sending a post letter instead of just phoning

I will also say that CW has been the best ISP I have ever used, purely because they are not shy about offering some of the best service around.

Also just to mention about the weekend support: I am betting more people need support on a Saturday or Sunday evening than people at 3am on Tuesday morning. Moving some staff in to a late hour weekend scenario would be more ideal than no support on weekends after daylight