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

[flashfire208]

Iv had to send support an email just to double check i was activated with the right product , my 4mb premium home account cant break 2.8mbps even to CW's own news server or even the superficial speed test . Got to say after all the hype I'm disappointed .

 

[Crystal Web Support]

Jedi Steph!!!!!

It is I, Yes

 

[Crystal Web Support]

Iv had to send support an email just to double check i was activated with the right product , my 4mb premium home account cant break 2.8mbps even to CW's own news server or even the superficial speed test . Got to say after all the hype I'm disappointed .

Hi flashfire208,

This is definitely not right, I do however see that you are currently on a Live Chat with one of our agents, So I'm sure after some testing we'll figure out what the cause is and come up with a possible solution.

Regards,
Steph
Crystal Web Team

 

[sand_man]

It is I, Yes

In here you're nothing more than a Padawan!

 

[faniebraai]

It is I, Yes

Welcome son. Like sand_man says, you are now a n00b, with much to be proven.... stick around, work hard... and with lots of practice... you might be accepted one day.

 

[Lino]

What has happened to the level of support at CW? Tickets are not being followed up on, can't get hold of anyone to escalate to. Streaming giving me issues lately, support staff not familiar with current business offerings etc. I love you guys but please for all that is holy. Please Help!

-This is a report as Crystal Web might not have seen this.

 

[Crystal Web Support]

What has happened to the level of support at CW? Tickets are not being followed up on, can't get hold of anyone to escalate to. Streaming giving me issues lately, support staff not familiar with current business offerings etc. I love you guys but please for all that is holy. Please Help!

-This is a report as Crystal Web might not have seen this.

Hi Lino,

This is definitely not the type of service we aim to provide. Is there a specific issue that I can assist you with?

 

[converse]

Hi stephan.. If im not mistaken you were dealing with my query on the online chat.. and after logging on the other night you were not available.. I got promised you would get back to me... at least with an email.. I logged on once again and noticed the online chat was unavaible so i sent an email and got promised i would be received an email with some feedback.. as usual after the 2 week struggle i still await and email with an answer of my pathetic speeds in your so "unshaped 12am-6am period".. clearly i see my post on this thread was avoided as well but other users were responded to.. How honestly pathetic is this???

 

[Gboss]

Jedi Steph she/he/it actually exists.... :wtf: Welcome young Jedi Master

/google's noob meme's

 

[converse]

what is taking you so long to sort this out? If you cannot provide me with an even half decent service, then please refund me and cancell my account, there are enough other isp's who would appreciate my business... but if you cannot accomodate, let alone get back to me after numerous responses, then please by all means cancel, just don't bull **** me

 

[converse]

Mikey (Crystal Web)

May 17, 16:21

Good afternoon Marco,

Support closes at 5pm on weekends so will be closing soon. I apologise that our line management agent did not get back to you, i have sent him an email reminding him about your open ticket and i will remind him again first thing tomorrow morning if he has still not emailed you with feedback. We really pride ourselves in our service and we really dropped the ball with regards to your fault and for that we apologise profusely.

Regards
Crystal Web Team


Same **** different smell every single day.. promises promises promises

 

[Gatsby]

Hi Gents,

Listen this last week my performance on my 2Mbps Uncapped Premium account has taken a horrible hit. So we did some troubleshooting and saw that my exchange my acting up and I requested a port reset to see if that helped. It did, the response times, although still high, did go down and streaming was fixed, for a night.

I then got a test account, because I know it has a very high priority, so I can troubleshoot. Right so tonight, my premium account can't can't get past 288p and the test goes to 480p. Speedtest on mybroadband show the same, premium comes back at around 1Mbps while the test comes back at around 1,75Mbps. Now remember this is all withing the smae 15min period, you cannot tell me that it is just the exchange because if so why would change in performance be so predictable and measurable (speedtest and real world). Currently the only traffic that seems the same on both account is http.

The other strange thing I noticed on the premium account is I started running tracert through the week to bbc.co.uk and crystalweb.co.za. I noticed that to your website I got response of around 300ms while BBC gave me around 180ms. If anything that should be reversed?

To me this means either my premium account has the wrong profile set, the premium account are now being shaped more because of the influx of customers or there is a problem on IS side perhaps with routing or something (not to sure about this). PLease CW your customer base is looking for answers. I really don't want to have to move but it seems like if this is going to be the trend going forward I might need to go with a large cap from WA as much as I hate them.

Begging for answers.....

So I posted that yesterday, I would like a reply. Something is very clearly wrong, many people have complained their streaming has taken a dive performance wise, latencies are all over the place in different locations, 300ms to Jozi and 200ms to Cape Town (when in Cape Town) is just not acceptable. So far all the questions relating to this have been ignored. Many people are experiencing diminished performance. If it is Telkom tell us, if it is IS tell us, if it is you tell us, but please stop telling us it our exchanges. Statistically that cannot be the case in the majority of people posting here seeing as all us have experienced a very sudden and noticeable drop in performance as if somebody just flipped a switch. Please all we are asking for is an explanation, no more skipping the issue. This is one of the only reasons I am willing to pay a premium, the service levels are your main selling point in my opinion, don't let that slip.

EDIT - I also dropped you a mail over the weekend, hope that gets replied to.

 

[converse]

Well said Gatsby. Nothing more frustrating than being ignored and promises made, this is not how you conduct business.

 

[flashfire208]

Hi flashfire208,

This is definitely not right, I do however see that you are currently on a Live Chat with one of our agents, So I'm sure after some testing we'll figure out what the cause is and come up with a possible solution.

Regards,
Steph
Crystal Web Team

Support was very helpful, quite nice from an ISP for a change ! Speeds arent perfect , but they are much better and the news server runs at max line speed . Streaming is also working very well. It seems CrystalWeb have got their shaping sorted though , i can watch streams and not effect anyone in my houses gaming pings. Afrihost capped account certainly struggled with this.

 

[Spizz]

Support was very helpful, quite nice from an ISP for a change ! Speeds arent perfect , but they are much better and the news server runs at max line speed . Streaming is also working very well. It seems CrystalWeb have got their shaping sorted though , i can watch streams and not effect anyone in my houses gaming pings. Afrihost capped account certainly struggled with this.

What product are you on?

 

[Lino]

Hi Lino,

This is definitely not the type of service we aim to provide. Is there a specific issue that I can assist you with?

My general speeds especially streaming has been giving issues as of late. I have even suggested that I am willing to get a more expensive account. As well as I have requested twice to have my 15mb line upgraded to 20mb and don't receive the feedback.

 

[converse]

this clearly looks like a case of CW taking on to many clients and not having the capacity to support it.. seems like everyone is battling here but this is not acceptable, looks like this place is in chaos

 

[Paparazzi]

this clearly looks like a case of CW taking on to many clients and not having the capacity to support it.. seems like everyone is battling here but this is not acceptable, looks like this place is in chaos

Maybe you should just take a chill pill and relax a little and wait for them to get back to you! The majority of the CW clients internet is working fine. Give them a call or jump on live chat, might get your issues sorted out quicker.

 

[Sinbad]

So I posted that yesterday, I would like a reply. Something is very clearly wrong, many people have complained their streaming has taken a dive performance wise, latencies are all over the place in different locations, 300ms to Jozi and 200ms to Cape Town (when in Cape Town) is just not acceptable. So far all the questions relating to this have been ignored. Many people are experiencing diminished performance. If it is Telkom tell us, if it is IS tell us, if it is you tell us, but please stop telling us it our exchanges. Statistically that cannot be the case in the majority of people posting here seeing as all us have experienced a very sudden and noticeable drop in performance as if somebody just flipped a switch. Please all we are asking for is an explanation, no more skipping the issue. This is one of the only reasons I am willing to pay a premium, the service levels are your main selling point in my opinion, don't let that slip.

EDIT - I also dropped you a mail over the weekend, hope that gets replied to.

DJ's requested repeatedly that this thread not be used as the primary support mechanism. I see now that you've sent an email though, that will have helped I hope...?

 

[Gboss]

this clearly looks like a case of CW taking on to many clients and not having the capacity to support it.. seems like everyone is battling here but this is not acceptable, looks like this place is in chaos

Lets not jump to conclusions just yet, I'm sure there is enough capacity. In fact just a few pages back I recall CW telling someone to go ahead and fire off a torrent during hours because there was additional capacity (IMMSMC).

Although I will agree the little to no response regarding the heavy shaping of torrents between 00:00 and 06:00 is a bit concerning as this is not the CW that I've grown to love.

/looks for that Jedi noob guy