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

Are you satisfied with your Crystal Web account?

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Crystal Web said:
I'm not following this at all. We'd still simply lose money on every single customer we did this for. There has to be some benefit to the ISP to do this, and I don't see where this benefit lies. On the contrary, it would simply result in providing hundreds of extra gigs per month, increasing peak load capacity drastically, and increasing our costs, while reducing yours or maintaining the same price point. Doesn't make any business sense.
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yes the business case remains, but consider the following case(4Mbps premium uncapped)
my 100GB of unshaped data runs out , thus torrents/nzb's is shaped during day-time, but streaming is still "crystal clear".
now i decide i really want that linux distro ASAP once i get home, and thus call your support line to give me an extra 100GB (which is a lovely R180 more).
this changes is activated immediately, with me still at work unable to start my linux distro via torrent or NTP.
On the other side, my wife and 10 kids each stream some movies, and unlucky for me, once i get home, most of my data i just purchased is now gone due to streaming, and torrent/NTP is shaped again. - no linux for me - sad_panda
yes i know line speeds and possible data usage in a day doesn't compare in this case :p


I understand that either the ISP or consumer will loose out in cases like this - but my feeling is that currently it is the consumer losing out as per above scenario.
Even though crystalweb premium is a brand new type of product on the market, and will still kick-ass in current fashion when compared with other uncapped accounts, i'm just asking for some consideration into this.

Ps
the immediate and direct feedback from Crystalweb to improve there customer support is exactly why i joined you guys (and why i am trying my luck with questions like these)
 
@Crystal Web

Was on live chat chatting, but then got this "Users disconnected. You can wait or drop your message by ending the session".
Let the person know who i was dealing with to keep looking into the issue and I'll send through the pathpings when they are done via e-mail.
 
Phinix said:
@Crystal Web

Was on live chat chatting, but then got this "Users disconnected. You can wait or drop your message by ending the session".
Let the person know who i was dealing with to keep looking into the issue and I'll send through the pathpings when they are done via e-mail.
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We had a power failure and the UPS didn't kick in. All up and running again now though if you want to hop back on. :)
 
saa044 said:
That using 100GB only for downloads and the uncapped account for other things sounds like 2 separate accounts to me. CW is there a possibility you can make another uncapped package? IE one without 100GB unshaped data at a bit of a reduced price that gets shaped from the get go, but with the option of a additional 100GB, 200GB download package at a reduced price meaning the user will in effect have 2 accounts?
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We're releasing some very cool products now as well. Just finishing up the front end of the site now as there were some changes needed. I've looked at the possibility of routing and costing the above request internally here and it's not easy at all. Would require hundreds of hours of development work to get right and there's no way to know it will work 100%. We can do some cool stuff on the routing side, but we don't control the core network.

BUT, next year something cool is coming our way as well which will make this sort of thing much easier.
 
Neo_X said:
yes the business case remains, but consider the following case(4Mbps premium uncapped)
my 100GB of unshaped data runs out , thus torrents/nzb's is shaped during day-time, but streaming is still "crystal clear".
now i decide i really want that linux distro ASAP once i get home, and thus call your support line to give me an extra 100GB (which is a lovely R180 more).
this changes is activated immediately, with me still at work unable to start my linux distro via torrent or NTP.
On the other side, my wife and 10 kids each stream some movies, and unlucky for me, once i get home, most of my data i just purchased is now gone due to streaming, and torrent/NTP is shaped again. - no linux for me - sad_panda
yes i know line speeds and possible data usage in a day doesn't compare in this case :p


I understand that either the ISP or consumer will loose out in cases like this - but my feeling is that currently it is the consumer losing out as per above scenario.
Even though crystalweb premium is a brand new type of product on the market, and will still kick-ass in current fashion when compared with other uncapped accounts, i'm just asking for some consideration into this.

Ps
the immediate and direct feedback from Crystalweb to improve there customer support is exactly why i joined you guys (and why i am trying my luck with questions like these)
Click to expand...

OK this is awesome feedback. It's possible; will require considerable dev work to get right as the above post as well; but something we have certainly been considering. My primary constraint if I'm honest right now is managing and billing this correctly on our side. We have some of the most epic, custom designed systems you'll find at an ISP, and we can do very cool things on this basis. So the options are open, and expand considerably next year after spending some new investment we're pushing in. My primary goal right now is getting everyone operating in tip-top shape network wise. We're 85% of the way there. 15% niggles to resolve - which by my rough calculations is still a good 20% better than most other ISPs. :)
 
Neo_X said:
/snip
On the other side, my wife and 10 kids each stream some movies, and unlucky for me, once i get home, most of my data i just purchased is now gone due to streaming, and torrent/NTP is shaped again. - no linux for me
/snip
Click to expand...

:wtf: Obviously you were with the wrong ISP and could not download any Linux Distros. :p
 
Is there something wrong with the news server? Getting a lot of failed Nzb's?
 
F1 Fan said:
Is there something wrong with the news server? Getting a lot of failed Nzb's?
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You may need to hop over on live chat and ask the guys if your username needs to change. We tied all news server access to your new ADSL accounts now.
 
Crystal Web said:
We had a power failure and the UPS didn't kick in. All up and running again now though if you want to hop back on. :)
Click to expand...

I sent the results in the ticket.
I assume the agent gets a notification when a ticket is re-opened?
As i see the live chats auto closes the ticket created.
 
Phinix said:
I sent the results in the ticket.
I assume the agent gets a notification when a ticket is re-opened?
As i see the live chats auto closes the ticket created.
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Yes, the live chats are auto-converted to tickets for your account which you will be able to view under one single view in the support portal. Chats and email tickets are essentially the same thing - chats are just better, quicker, and more efficient. It does auto-close because 90% of chats are resolved, so it's easier to open the 10% that aren't resolved than manually closing each one. When you email it will open a new ticket unless you're responding to the chat transcript, but we're looking at ways to automate the merging without merging unrelated tickets.

May just be easier for me to kick bums when the tickets aren't merged though. :D
 
F1 Fan said:
Hopping on now, but I received new details a few days ago.
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I see the issue there. Looks like it was the wrong host. You may need to reload your NZBs to try again from scratch.
 
Crystal Web said:
I see the issue there. Looks like it was the wrong host. You may need to reload your NZBs to try again from scratch.
Click to expand...

Doing that now. Bear in mind I don't remember seeing a mail telling me to change hosts. Although I could be mistaken.
 
F1 Fan said:
Doing that now. Bear in mind I don't remember seeing a mail telling me to change hosts. Although I could be mistaken.
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Apologies about that then - the very early adopters were on a different host.
 
Crystal Web said:
Watch this video - http://www.youtube.com/watch?v=RHdJL4-y918

Right click in the video and select 'stats for nerds' and the info will pop up. That's the same video I loaded up my side. If it's not working properly we can safely say the issue is in all likelihood not on our end.
Click to expand...

The problem with this video is I stopped caring about the stats in the corner :-/
 
Hey CW,

I just want to know - I paid for my account on the 30th of last month, but my area was hit by cable theft on the 31st (see mybroadband.co.za/vb/showthread.php/637004-ADSL-Protea-Village-Brackenfell?p=13887357#post13887357 ). Is it OK for me to sell my account to somebody else, or is it against your policy\rules? At the moment I can't do anything with my account and by the sound of things Telkom is not going to replace the stolen cables.

I was thoroughly happy with CW while it lasted :(
 
Ripstorm said:
Hey CW,

I just want to know - I paid for my account on the 30th of last month, but my area was hit by cable theft on the 31st (see mybroadband.co.za/vb/showthread.php/637004-ADSL-Protea-Village-Brackenfell?p=13887357#post13887357 ). Is it OK for me to sell my account to somebody else, or is it against your policy\rules? At the moment I can't do anything with my account and by the sound of things Telkom is not going to replace the stolen cables.

I was thoroughly happy with CW while it lasted :(
Click to expand...
I can't wait for the day when I can get rid of Telkom for the last mile connectivity. Waiting to see what CW has to offer.
 
Ripstorm said:
Hey CW,

I just want to know - I paid for my account on the 30th of last month, but my area was hit by cable theft on the 31st (see mybroadband.co.za/vb/showthread.php/637004-ADSL-Protea-Village-Brackenfell?p=13887357#post13887357 ). Is it OK for me to sell my account to somebody else, or is it against your policy\rules? At the moment I can't do anything with my account and by the sound of things Telkom is not going to replace the stolen cables.

I was thoroughly happy with CW while it lasted :(
Click to expand...

That's such a pity. If you are the customer who was chatting to a support staff member a few minutes ago, then your account is still connected and authenticated according to our systems. In terms of your request, we would need to treat the person you are giving the account to as a new customer on our systems. We have to by law. The person will need to submit their registration details to us.
 
i got to be honest here, im using their uncapped 4 mb account for about 2 weeks now and it works perfectly, connected all the time, only unotelly needs an ip update every now and again... streaming is excellent, downloading is not too bad either...

only 1 question... how many gigs do i get before my downloads get capped?
 
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