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

Are you satisfied with your Crystal Web account?

  • Total voters
    126
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Ripstorm said:
So someone made a monumental F up with my account this month!
Signed up for a 120GB anytime capped account last month and asked it to be activated this morning. This morning..nothing. Account not working. Also tried to login to the usage portal for that account..nothing, so I sent a mail to support to have it looked at.
Had a quick look on the usage portal (i'm at work at the moment so I dont have access to my account) and I was able to login with my account. Only issue is, it's a 4Mbps UNCAPPED account and someone is actually using it!!! (0124608202..thats NOT my number)

Can this f%ck up be sorted asap please?? I'm trying to get a hold of support in chat..nothing
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Wow.
 
Running all green over here. Thankfully.

To the guys having the account issues. Human error occurred. It happens. At least they admit it face up and take it on the chin.

It will be fixed.

Moving on: Fibre offerings. When are we getting those. |--| close to sign up with WA....but I'd rather stick with you guys.

There is a congested node in my ADSL ring that might not be easy to fix and I'm not waiting a year for a rebuild, so fibre will be my salvation. Crack that whip!
 
Surv0 said:
Ive checked mine here at work, and its now authenticating so I assume they resolved the issue.

However, the lack of comms is seriously concerning.
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Judging from what happened and where it happened - the provisioning system - which is a key component, I think everyone was just focused on fixing the issue.

I have no idea how feasible it would have been to have mass mails sent out to prospective clients only - seeing as they are the ones effected by the issue?

Hope it is resolved for all and sundry affected though.
 
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Ripstorm said:
So someone made a monumental F up with my account this month!
Signed up for a 120GB anytime capped account last month and asked it to be activated this morning. This morning..nothing. Account not working. Also tried to login to the usage portal for that account..nothing, so I sent a mail to support to have it looked at.
Had a quick look on the usage portal (i'm at work at the moment so I dont have access to my account) and I was able to login with my account. Only issue is, it's a 4Mbps UNCAPPED account and someone is actually using it!!! (0124608202..thats NOT my number)

Can this f%ck up be sorted asap please?? I'm trying to get a hold of support in chat..nothing
Click to expand...

I believe I've sorted you out with this? Seems it was an error on our part with provisioning - Kindly confirm whether you are up and running?
 
Surv0 said:
Ive checked mine here at work, and its now authenticating so I assume they resolved the issue.

However, the lack of comms is seriously concerning.
Click to expand...

Great to hear :)

Regarding the lack of communication - Due to the issue with all new accounts which were supposed to be activated today - Our Support channels have been a bit swamped, We have brought in extra hands to assist however.
 
Gambit said:
I signed up for a home capped account on Saturday and haven't received anything yet. Been waiting for online support for over 2 hours but no response. Been using a free account this morning but it is running seriously low. I really hope someone can hook me up with the account details ASAP so I can pay.
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Someone from online support has helped me and now I'm up and running. I have moved to CW from WA where the support went really really bad over the last 3 months. From what I have seen on mybroadband, I think todays glitch was an anomaly.
 
so after using all the trial accounts i could get,
after about a week finally used the 1gig crystalweb trial kept it for last

all i could say was
SHUT UP AND TAKE MY MONEY

payment made now just awaiting activation :)
 
TBH, I dont see the issue with communicating a provisioning issue, first thing in the morning.

Somebody could have come to this thread and made a post confirming everybodies frustrations with some reassurance that it will be fixed in the course of the day.

I had to recommission an ADSL line at work to do the test myself for confirmation before running off and buying a prepaid dsl account to see me through this issue etc. Luckily the account authenticated but you can imagine how somebody people have been stressing over this.

A simple post could have allayed much frustration.

Anyhoo, I did expect some teething issues as you guys are new and growing quickly, hence me not jumping up and down from the first moment this morning. It is working at least.

Good communication gets you everywhere.
 
So at the weekend, my torrents were cruising for the first time since I joined CW - after Friday evening's hiccups with the streaming.

Dunno if Mr. Hjul gave better feedback after our phone conversation because he could fully understand the problem I was having, but something has been changed.

So, thanks for at least escalating the problem, it is still more than other ISP's tend to do.
 
Any news on when my account will be unthrottled from 10mbps? I think I've sent Paul a gazillion PM's today so I feel back bothering him anymore, but it's close to end of business now and I'd like to know if/when the account will be working properly.
 
Seeyou said:
Any news on when my account will be unthrottled from 10mbps? I think I've sent Paul a gazillion PM's today so I feel back bothering him anymore, but it's close to end of business now and I'd like to know if/when the account will be working properly.
Click to expand...

Well check if it changes at 5pm or 6pm... some people on here have seen some massive difference after those times.
 
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