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

Are you satisfied with your Crystal Web account?

  • Total voters
    126
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MatthewMurdoch said:
Cant understand that, just call it uncapped and put in the details, no need for "fusion" to be in there, one would automatically think its a different product.
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Fusion isn't there at all. Some customers still refer to it as that, but nowhere on our site is it mentioned. It's our standard uncapped product.
 
patrick123 said:
There is a standard uncapped where P2P, NNTP & HTTP downloads are shaped with 12 midnight to 6:00 am unshaped.
Fusion gives you the first 100/200/300/400GB unshaped (depending which Mbs package you're on) thereafter it follows the above shaping for downloads.

All else is unshaped. VPN abuse will also be shaped.
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No, the standard uncapped products on our site are the old Fusion accounts. We rebranded them.
 
fonoi said:
:sick:I would like to know why I am being ignored. I logged a fault with your live support weeks ago and received no feedback. I then sent you a PM and again weeks later no feedback.
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Well that's not acceptable. Apologies about this. We're receiving so many PMs per day - can you PM me now and I'll sort it out for you today?
 
Slamz said:
How do i check whats my usage on the account?
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Chat to support.

In a few days the new customer portal goes live where you can pretty much self support yourself entirely if need be. :)
 
Only about a week remains then I will join CW. The capped accounts looks great since they are entirely unshaped 24/7 - unlike some other ISP's that shape capped accounts.
 
Why am I being billed for an account that was set to be active on the 01.11.2014
I never used this account and spoke to your live support a few days about cancelling this account and I was assured that I will not be billed for an account that was never active or in use....I have emailed your finance department but if you require the username that was sent to me, please let me know so I can PM it to you....thanks
 
JesseG said:
Why am I being billed for an account that was set to be active on the 01.11.2014
I never used this account and spoke to your live support a few days about cancelling this account and I was assured that I will not be billed for an account that was never active or in use....I have emailed your finance department but if you require the username that was sent to me, please let me know so I can PM it to you....thanks
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Hi JesseG,

Apologies for any confusion. Please see the first post in this thread, as well as the three posts below.

Also, for these sorts of queries, it is best to PM me rather than posting here as I don't have a reconciliation of your forum name to your account, nor does it qualify as a proper security check.

Crystal Web said:
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.
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Crystal Web said:
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.
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Crystal Web said:
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
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Crystal Web said:
Hi JesseG,

Apologies for any confusion. Please see the first post in this thread, as well as the three posts below.

Also, for these sorts of queries, it is best to PM me rather than posting here as I don't have a reconciliation of your forum name to your account, nor does it qualify as a proper security check.
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Sorry about that, PM sent.....
 
Just a FYI, those who stream, vodlocker is running on a p2p / unmarked (was always HTTP port) port. Just saw it now on my q tree. :(
 
Please note that there are currently some issues on the secondary DNS server - should be back up 100% shortly.

If you're using 196.41.124.11 then you won't resolve. Please use the primary DNS for now. 196.41.124.10
 
All new billing was sent a few minutes ago, and we've opened access to a very temporary portal to view transactional information with Crystal Web.

If you have any queries, and I have no doubt that regardless of our efforts over the last 36 hours, that there may be a few, please send it through to [email protected]

Thanks
 
I signed up for a Crystal Web 40mb account for November (thought I'd give it a try and see how fast 40mb is)

On your website it says this is R1299 - but I got an invoice now for R1399 ? Is it R1299 or R1399 ?
 
CW, the new Billing Hub is great - is there any indication when the usage stats would be included in the portal?
 
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