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

Are you satisfied with your Crystal Web account?

  • Total voters
    126
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The only lazy bugger not working tonight is Paul, but that's because it's his birthday so we replaced the chain with a GPS tracker and we'll rope him back in soon. :p
 
I hear Gladys is going grey. But don't let him know I told you.
 
So I have a few questions:
- How exactly does shaping work here?
- How does this service compare to for example a business line?
- How does the process of migrating my line from my current ISP to this one work, and how long will such a process leave me internet-less?
- Will I ever be shaped so badly that I cannot even browse?
 
Fireprufe15 said:
So I have a few questions:
- How exactly does shaping work here?
- How does this service compare to for example a business line?
- How does the process of migrating my line from my current ISP to this one work, and how long will such a process leave me internet-less?
- Will I ever be shaped so badly that I cannot even browse?
Click to expand...

I'll leave the rest to CW to answer but for the bolded bit it's a resounding NO.
 
Fireprufe15 said:
So I have a few questions:
Click to expand...

From what I rememeber

- How exactly does shaping work here?
The first 100-400 gb ( depended on package e.g. 10mbs or 40mbs ) is unshaped. After that is used up then shaping applies:
1. large http downloads are shaped, however first 100 meg is not.
2. p2p / nntp only opens up after 11pm.

- How does this service compare to for example a business line?
****ing excellent. These are normal accounts as business you can only get if you actually have a business.

- How does the process of migrating my line from my current ISP to this one work, and how long will such a process leave me internet-less?
You have to:
1. Move it back to Telkom
2. Move it then to CW

No you should not be internetless, you might get extra billed, but that afaik is reversed.

- Will I ever be shaped so badly that I cannot even browse?
No. Only large http, p2p and nntp is shaped.

The streams must flow!
 
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When you say "only opens up after 11pm" does this mean that before 11PM it is just shaped a lot or does it not work at all? And what is the stance on FTP downloads?
 
Fireprufe15 said:
When you say "only opens up after 11pm" does this mean that before 11PM it is just shaped a lot or does it not work at all? And what is the stance on FTP downloads?
Click to expand...

Torrents will not work well during that time. NNTP will be slowed down a fair amount as well. Http(s) downloads will go full speed but shape down the longer the download runs.

But all streaming, gaming, browsing etc is not affected. So in essence large downloads move to outside of peak hours for us, and only after hundreds of gigs of usage normally.
 
Please note that a billing error was made this evening during our updates to the system, and some incorrect invoices were sent to some customers.

On this basis all of these invoices have been removed from our system, and we ask that you please read the most recent mail sent by us to you. We will be working through the night and day to resolve this bug, and updated invoices will be sent later today. Apologies for any inconvenience, but we did catch it in time, and did update all customers immediately thereafter. We hope that this isn't an inconvenience to anyone, and rest assured that the upgrades we are putting into the new system will ensure that such errors are no longer made.

Thank you for your understanding.
 
We managed to catch the billing issue while it was processing and stopped it, and can confirm that fewer than 200 customers were sent incorrect details. This is however not acceptable on our part and we will be working hard to rectify this as soon as possible, so that updated billing can be issued.

Once this upgrade process is complete, no such issues will crop up again. Apologies, again on our part.
 
Note that we will be manually capturing all invoices as new to limit any possible errors. Due to the sheer volume involved and my insistence that no further errors be made, this process may take up to 24 hours and new invoicing may be slightly delayed.

Please accept our (my) humblest apologies and know that we are working on resolving this as quickly as possible. All invoices sent to you dated the 23rd of October should be ignored, and updated invoicing will be sent. In addition, we will later on open up access to a temp portal for customers to access their current billing with Crystal Web, so that you can have complete insight into the process and submit any queries in a timeous manner.

Some customers have asked why our payment run begins on the 23rd, and it is precisely for this sort of problem that we allow ourselves and you time to resolve any possible queries or mistakes on our end.

Thank you for your patience, and know that a team is now working on manually capturing and reconciling all customer billing since your join date with Crystal Web, through the night, and as long as it may take to resolve in as quick a time-frame as possible.

:o
 
Hi Shaun, I tried out that new link and my bill is showing up as the correct amount but when I registered and checked outstanding bills it's showing September as unpaid :( Should I PM you a screenshot?
 
Was not happy with service. Tried to cancel.

CW website.
No calendar month cancellation terms. You can trust the Crystal Web network.
Click to expand...

Email says.

Thank you for getting in touch with us. Unfortunately cancellations can only be done before the 19th of the month otherwise after the 19th it is considered a new month as so your cancellation request may only take effect on the first of December.
Click to expand...

:erm:
 
dualmeister said:
Was not happy with service. Tried to cancel.

CW website.


Email says.



:erm:
Click to expand...

There is no calendar month's notice at all. You can cancel within the same month, but such cancellations must be submitted before the 19th (i.e by the 18th) for cancellation for that month. Our terms and conditions are clearly stated on our site, and can be found here. They form a part of the sign up process.
 
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