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

Are you satisfied with your Crystal Web account?

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Crystal Web said:
The network across the spectrum is under pressure until the network rollout is completed end of this week, which is affecting tier 1 services - rather than allow contentions to increase across the spectrum and risk anything untoward happening across all protocols, QoS of the network is adding contention rather to download protocols instead to ensure that other services used by our subscribers like Netflix and YouTube are not affected. Download protocols are slower than should be at the moment.
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And I assume this QoS is currently active on all your account types? (Capped, Uncapped, Unshaped)
 
@CW, thank you very much for explaining that :)

Do you think it's possible as well that the increased contention on the Tier 1 side could affect other services like YouTube/Netflix/Web browsing? I know you mentioned that you are currently using QoS to make sure those services still perform well, but, at least from my side, I've definitely noticed a degradation in their performance, especially YouTube - could this be related?

And a big thanks CW for the unshaping when the fix goes in! :D Hope the fix roll-out goes well.
 
It's may occasionally affect those services but it's unlikely. All priority moves to those services on the network.

Tied into this network update is BTW something pretty awesome happening at the end of this month with respect to streaming services, especially one of those you just mentioned. Stay tuned for news about that.
 
Crystal Web said:
In lieu of the decreased speed on download protocols at the moment, as soon as the network update is completed we will switch off shaping and in all likelihood not switch it back on this month, irrespective of data usage (within reason). We may extend this to next month as well to apologise for the inconvenience.
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Nice! Not that I need shaping off, but this is how you treat customers! My wife was just saying, every ISP has their issues, at least this time round we know what's going on and when it will be fixed, the others you hope..

Cheers
D
 
Crystal Web said:
In lieu of the decreased speed on download protocols at the moment, as soon as the network update is completed we will switch off shaping and in all likelihood not switch it back on this month, irrespective of data usage (within reason). We may extend this to next month as well to apologise for the inconvenience.
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May I ask why?
If the network update is completed within the next week as promised, why is there a need for this?

Edit:
Ignore please. I misread.
 
DJ... said:
You can now click the customer login on our site and get into the very early beta version of the portal. Login details are your email and adsl password. Occasionally you'll need support to activate your access on their side if you can't get in the first time around...
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My login still doesn't work, but not urgent, I'll contact support tomorrow.

Will the new portal allow you to change the Telkom synch speed? My ADSL line is managed by CW.
 
Woodlands said:
no love for the capped ones
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There is. And there will be.

balky said:
My login still doesn't work, but not urgent, I'll contact support tomorrow.

Will the new portal allow you to change the Telkom synch speed? My ADSL line is managed by CW.
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It will, but the beta version out now doesn't allow it just yet - the function has been built - just hasn't passed all testing yet for deployment.

I can also fix your login for you quick if you PM me your details.
 
Are there any known issues with the speeds for Playstation Network downloads?

It's just taken me 45min to download a 200mb update (on 4mb) and the ETA for a 40gig game I've just purchased is sitting at 100 hours :(
 
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@CrystalWeb

In this forum you have refreshingly open regarding the challenges you are facing and your efforts to resolve them.

Speaking to support mostly results in words like "restart your router" "your exchange" "Telkom network" and various non-answers. The disparity between test results with Crystalweb and other ISPs are never acknowledged. I generally get the feeling that I'm being treated like a mushroom (kept in the dark, fed manure).

Whats up with that?
 
Support follows a script of most common reasons for performance issues. If those don't resolve it, then people with a bit more troubleshooting ability come on stream. You can't have your level 3 (expensive) techies working all day on trivial issues, it's just not practical.
 
mugen said:
@CrystalWeb

In this forum you have refreshingly open regarding the challenges you are facing and your efforts to resolve them.

Speaking to support mostly results in words like "restart your router" "your exchange" "Telkom network" and various non-answers. The disparity between test results with Crystalweb and other ISPs are never acknowledged. I generally get the feeling that I'm being treated like a mushroom (kept in the dark, fed manure).

Whats up with that?
Click to expand...

This is something I'd have to investigate personally for you. Telkom network, restart your modem, and exchange issues are not non-answers. They are pretty much standard phrases in fault-finding and diagnosing, and if you were to chat with me directly I'd in all likelihood use the same register when fault-finding with you.

People assume there is a button we have that is either "fix all" or "break things for this specific customer". :D Doesn't exist.

Disparity in results with other ISPs may be for a host of reasons. I've personally posted extensively about this. In fact you asked me the question recently and I answered quite in-depth about it. http://mybroadband.co.za/vb/showthr...eedback-thread-Part-2?p=13907597#post13907597

Also remember that support staff are first line support - they are not technical engineers. They do go through the basics, because 9/10 the basics are what are required. The rest of the time they escalate queries to more knowledgeable people than them. I assert that our support staff are more competent and knowledgeable than your average support staff member though, and are able to assist in some fairly advanced queries - we also don't queue escalations up if need be - if someone with the skillset to diagnose a fault in more depth is available they will be asked to assist from the get-go, while in a chat between customer and support staff.

BUT, I am confident that considering your previous queries about exchange congestion with me; the fact that our agents are mentioning the exchange to you; and that the issue from what I can tell on the surface is one that is replicated with the same results, that this may in fact be a case of the problem having been diagnosed correctly. Not sure. I don't have the details of your ticket associated with a forum name yet.
 
Crystal Web said:
This is something I'd have to investigate personally for you. Telkom network, restart your modem, and exchange issues are not non-answers. They are pretty much standard phrases in fault-finding and diagnosing, and if you were to chat with me directly I'd in all likelihood use the same register when fault-finding with you.

People assume there is a button we have that is either "fix all" or "break things for this specific customer". :D Doesn't exist.

Disparity in results with other ISPs may be for a host of reasons. I've personally posted extensively about this. In fact you asked me the question recently and I answered quite in-depth about it. http://mybroadband.co.za/vb/showthr...eedback-thread-Part-2?p=13907597#post13907597

Also remember that support staff are first line support - they are not technical engineers. They do go through the basics, because 9/10 the basics are what are required. The rest of the time they escalate queries to more knowledgeable people than them. I assert that our support staff are more competent and knowledgeable than your average support staff member though, and are able to assist in some fairly advanced queries - we also don't queue escalations up if need be - if someone with the skillset to diagnose a fault in more depth is available they will be asked to assist from the get-go, while in a chat between customer and support staff.

BUT, I am confident that considering your previous queries about exchange congestion with me; the fact that our agents are mentioning the exchange to you; and that the issue from what I can tell on the surface is one that is replicated with the same results, that this may in fact be a case of the problem having been diagnosed correctly. Not sure. I don't have the details of your ticket associated with a forum name yet.
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Not for a sith :erm:

well we all do know "share" and "unshare" button do exist... eheh.
 
mugen said:
@CrystalWeb

In this forum you have refreshingly open regarding the challenges you are facing and your efforts to resolve them.

Speaking to support mostly results in words like "restart your router" "your exchange" "Telkom network" and various non-answers. The disparity between test results with Crystalweb and other ISPs are never acknowledged. I generally get the feeling that I'm being treated like a mushroom (kept in the dark, fed manure).

Whats up with that?
Click to expand...

BTW, if you'd prefer, the next time you have an issue I will make an exception (as this is not an official support channel) and you can post the results of anything you have here in the forum and I'll go through the results publicly for you and all to see. That way you can tell if you're being "fed manure". Alternatively, there are a few threads dedicated to "fixing lines" or having others assist in fault-finding. You could also post in there to determine if we're not being honest with you, which I am quite certain isn't the case.
 
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