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

[Crystal Web]

This would probably be the fastest im cancelling an account with an ISP .. Not impressed

I believe that support were trying to help out with this one.

What they wanted to suggest before the chat was closed was that you change the port you are using to test. To run a pathping to our site to see if packets are dropping anywhere, and then they wanted to follow a process to escalate your query as well.

There is no magic fix all button, and there are quite literally dozens of possible problems, some ours, many not. They need to know what they need to resolve for you before they can do anything, so it is always best to help us help you if you experience a problem. I know the one set of MTR tests you sent through showed major anomalies with the connection, that appears to emanate from something off our network, but something we could possibly have been able to assist with to diagnose and resolve.

We truly do want to help, but it requires us to obtain information specific to your connection, and run through a proper diagnostic.

 

[Vlad_M]

Hulu / Netflix running at 480p and chopping like hell. NNTP running at 500kB/s on a 20Mbps line. Not good.

 

[Zenbaas]

Theyre useless. Give me this massive text to read about rebooting router etc etc. Everything was perfect yesterday, and today crap..

After reading CWs response I think I'll refrain from commenting further.

 

[Crystal Web]

Theyre useless.

Apologies that the text was too long to read. Nothing we can do if that's the case.

We truly do want to assist where we can but it requires some input from your side as well. I'm confident we could have helped as well as the MTR tests show something very wrong there, and it looks like a firewall of some sorts blocking something.

However it's very difficult to offer my assistance when we're accused of being useless for being thorough and having our support agent's chats dropped because the text is too long to read.

 

[graytg]

Thats what I did, and then after that I download the app that support suggested, copied my info and then said something is definetely wrong and I restarted my router. That was that. Next chat gave this page and a half document of steps that I already performed with the previous support guy...

Further than that I dont know what else to do?

I believe that support were trying to help out with this one.

What they wanted to suggest before the chat was closed was that you change the port you are using to test. To run a pathping to our site to see if packets are dropping anywhere, and then they wanted to follow a process to escalate your query as well.

There is no magic fix all button, and there are quite literally dozens of possible problems, some ours, many not. They need to know what they need to resolve for you before they can do anything, so it is always best to help us help you if you experience a problem. I know the one set of MTR tests you sent through showed major anomalies with the connection, that appears to emanate from something off our network, but something we could possibly have been able to assist with to diagnose and resolve.

We truly do want to help, but it requires us to obtain information specific to your connection, and run through a proper diagnostic.

 

[graytg]

Everything was perfect yesterday and even up to 5pm today, then all of a sudden speeds went downhill. Didnt change a thing from my side at all

Apologies that the text was too long to read. Nothing we can do if that's the case.

We truly do want to assist where we can but it requires some input from your side as well. I'm confident we could have helped as well as the MTR tests show something very wrong there, and it looks like a firewall of some sorts blocking something.

However it's very difficult to offer my assistance when we're accused of being useless for being thorough and having our support agent's chats dropped because the text is too long to read.

 

[Crystal Web]

Thats what I did, and then after that I download the app that support suggested, copied my info and then said something is definetely wrong and I restarted my router. That was that. Next chat gave this page and a half document of steps that I already performed with the previous support guy...

Further than that I dont know what else to do?

If you've followed some of the steps already then skip them. It means we have that information. Just move on to the next steps they sent you. What the MTR tests show is that something is being blocked - the next steps will allow us to possibly identify where and how, and assist us to diagnose and fix any issues. Appears to be localised on your end, but happy to help fix if need be.

You must remember though that calling our support useless and hopping on to social media after we've tried to assist does not make for a healthy manner in which to resolve things. Please bear this in mind. Just talk to the agent. In fact if you want, go talk on live chat and Paul (one of our directors) has offered to assist.

 

[Crystal Web]

Everything was perfect yesterday and even up to 5pm today, then all of a sudden speeds went downhill. Didnt change a thing from my side at all

And pings are spiking to massive numbers but great the next. And fine one sec and not the next. Points to congestion there, but there other issues we need to identify and rule out first before making that call.

I do need to ask that this not be used as a first line support thread though, and that you please use our official support channels instead.

 

[Rohan]

Just a quick question on the CW news server - I see it is for 100gb? How does the top up work and how much does it cost? Is the top up automatic? Don't want any surprise extra costs.

 

[Crystal Web]

Just a quick question on the CW news server - I see it is for 100gb? How does the top up work and how much does it cost? Is the top up automatic? Don't want any surprise extra costs.

Right now we're not enforcing the cap on there - no extra costs to worry about. We will though at some point as it costs a fair whack to be buying capacity on a premium news server for you guys, but the topups we'll make really cheap and affordable for our customers.

 

[Rohan]

Right now we're not enforcing the cap on there - no extra costs to worry about. We will though at some point as it costs a fair whack to be buying capacity on a premium news server for you guys, but the topups we'll make really cheap and affordable for our customers.

Sounds good and fair. Thanks for the reply! Things seem to be running better today as well. I really like the way you guys are handling problems -open and honest.

 

[Zenbaas]

+1

+2. Hulu is very erratic.

 

[Crystal Web]

+2. Hulu is very erratic.

Hulu recently changed things on their end. You should see the weird ports they're routing HD traffic through and how the ads are now served. We're looking into this - it is admittedly erratic, because one sec it uses the known and correct ports and the next it's over SSL on 9518 IIRC and a few others, and continually changes. And because it's SSL you can't just prioritise the protocol. And this makes it complicated when the quality switches from one to the other as theirs does.

So we know the issue there, and it's something that is being interrogated to properly identify and prioritise the traffic as it was before. I have found that forcing HD on the browser has been working. The other issue is that it seems to route differently over different devices. And then it also tries to do pre-buffering over them all too.

So we know the issues there, and it is part of the planned changes on the roadmap for this month as well. It's just not as easy as flicking a switch and making it work.

 

[graytg]

Hi... Was chatting to Paul on support and it suddenly stopped? cant connect again.... Ran the http://n2.netalyzr.icsi.berkeley.edu test and gave feedback but after that still no closer to fixing it? Was going to suggest to see if I another crystalweb isp acc would cause the same issue or if its just my current assigned one?

And pings are spiking to massive numbers but great the next. And fine one sec and not the next. Points to congestion there, but there other issues we need to identify and rule out first before making that call.

I do need to ask that this not be used as a first line support thread though, and that you please use our official support channels instead.

 

[Crystal Web]

Hi... Was chatting to Paul on support and it suddenly stopped? cant connect again.... Ran the http://n2.netalyzr.icsi.berkeley.edu test and gave feedback but after that still no closer to fixing it? Was going to suggest to see if I another crystalweb isp acc would cause the same issue or if its just my current assigned one?

Something is not right with your connection. I've been monitoring it on our end while on a call with one of the guys in our network team as well. Please give your modem a proper power cycle (switched off for ten minutes from the power entirely and back on again; disable all firewalls and anti-virus; and then let's test again. Our chat system can still see you online there and the power cycle will also help with that if you're not routing to anyone. Reason being it still thinks you're connected.

EDIT: I see you are back on chat.

 

[Crystal Web]

Hi... Was chatting to Paul on support and it suddenly stopped? cant connect again.... Ran the http://n2.netalyzr.icsi.berkeley.edu test and gave feedback but after that still no closer to fixing it? Was going to suggest to see if I another crystalweb isp acc would cause the same issue or if its just my current assigned one?

OK I know the problem here. Eish, some serious networking issues there. Paul can assist. You've got some very weird routing over your internal network which is resulting in the odd information we saw in the MTR tests (blocking of all DNS lookups on all hops and no ICMP info) and causing massive latency on the DNS requests and in fact all UDP traffic.

 

[graytg]

Just restarted me router... Should I connect to chat again?

Not sure what the issue is on the internal network? Didnt change a thing and it was running perfectly whole day yesterday.... weird...

OK I know the problem here. Eish, some serious networking issues there. Paul can assist. You've got some very weird routing over your internal network which is resulting in the odd information we saw in the MTR tests (blocking of all DNS lookups on all hops and no ICMP info) and causing massive latency on the DNS requests and in fact all UDP traffic.

 

[Crystal Web]

Just restarted me router... Should I connect to chat again?

Not sure what the issue is on the internal network? Didnt change a thing and it was running perfectly whole day yesterday.... weird...

Your exchange has also just gone down by the looks of things, or at least is having some massive problems. Our data suggests a fault needs to be reported to Telkom if you continue to experience issues.

 

[StevenC]

Tries to download something from Soundcloud. Sloooooooooooooooooow
Sees suggestion to use a segmented download accelerator.
Has to download accelerator at slooooooooooow speed >.<

 

[aktor]

Ag no come on man :/ After midnight and still YouTube isn't able to stream consistently on 1080p or 720p, keeps reverting to 480p (or it just buffers like crazy). Did extensive testing my side, no packet loss on the exchange, no congestion, etc. Is this a problem that you're aware of, CW?