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

Are you satisfied with your Crystal Web account?

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StormHorse said:
Apologies I didn't see your earlier post, but in retrospect why did I not just get an answer when i asked it on the 18th already as had I known then I most certainly would not have waited a moment longer!
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This isn't an official support channel. During this time I am in constant meetings and posting here is not left to other staff members other than Paul for the time being who is also under a lot of work-load. Live chat is there 24 hours per day to ask anything you need, other than weekends when they're available 10am to 5pm. If you need to know the answer to a question, you can always ask them - that's what they're there for. I should also add that terms and conditions, while mostly simply ticked and never read, are really there so that you understand the commitments we make, the commitments you make, and the terms of service. Contrary to a previous opinion by someone, they are not generic other than the basic ISPA requirements - everything else was drawn up specifically for this business, legally vetted, vetted via legal opinions of certain mybroadband members, vetted by non-legal opinion by other mybroadband members for ease of understanding, double and triple checked, and then released. They are there to protect you and afford you certain rights as much as they are there to afford us certain rights in any business relationship, which this is.

We have made the terms and conditions very easy to understand, and they are written in plain English and not legalese. It's not 100 pages long to confuse you. It's not ambiguous. And it's not in any way unfair on either party in the relationship. I urge you to please, as a rule, actually read through the terms and conditions of the service you subscribe to - whether it's ours or another company's services - it's just good practice. We don't ask for your soul, and we don't force you into human centipad positions either. We are very reasonable with our terms and conditions, especially relating to cancellation terms. We could very easily have made it a calendar month like other ISPs, but we're not interested in that sort of practice. If you're not happy, we agree that you should be able to terminate your agreement in that same month and not be billed again. We require this to be submitted before the 19th of each month for the same month, for various operational (and not punitive) reasons. There's a very real cost attached to every subscriber, and that cost is paid upfront by us almost immediately after the cancellation date for the provisioning of bandwidth for each customer and forecasted bandwidth growth. In other words your price, minus our slim margins, is already paid thereafter. That's about as detailed, and quite frankly an unnecessarily detailed explanation of why these dates exist, and why they are necessary, as well as why it is necessary to read through the commitments and obligations made when agreeing to terms and conditions for a specific service. In our case they are not punitive - they are necessary, binding, and immovable.
 
roligov said:
When I was with them I got about 100GB of unshaped bandwidth on my 10MB account. After that NZB (not p2p) was shaped to death during the day. So as long as you using majority after hours, you should be fine.
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200GB of tier 1 data allocation is now standard, thereafter shaped on large download protocols only - there is a change coming here for the better, to be released once we're happy the network is back to tip-top shape.
 
RoMark said:
Yeah, nothing special about the 19th. Always been like that.

@CW
See you made some changes to the portal.
The white font displays much better on the primary tab colors.
Thank you very much for that.
Personally I prefer the current page layout, although I still not get the obsession with the "Change colour with hover" effect(or is it now affect)?
It could just be personal taste though and you can't cater for everyone.

My YouTube is bad though and hopefully you can cater for that.
Google RC Peterbilt.
It takes forever to load and playback is horrible for me.
I actually went to check if I farked up my QoS or throttling/shapping rules, that is how bad it is.
Browsing is a bit iffy as well.

Is it general performance issues or is something going on?
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Dude I am sure you are aware that the entire crystalweb network is affected by congestion.

This means:

Slow everything
packetloss

They blame telkom and will stick to that till the "upgrades" are done. There is a huge problem on the isp front where they keep blaming telkom (afrihost, crystalweb, openweb etc etc)

They need better planning, contingency and refunds when users can no longer use their paid service.
 
StormHorse said:
All i know is CW just got a very angry, p!ssed off client, congrats!
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As CW have pointed out, they're frequently stated that this is NOT their official channel of communication. You can email them or chat to someone on support if you need a fast reply.
 
bgotapen said:
Dude I am sure you are aware that the entire crystalweb network is affected by congestion.

This means:

Slow everything
packetloss

They blame telkom and will stick to that till the "upgrades" are done. There is a huge problem on the isp front where they keep blaming telkom (afrihost, crystalweb, openweb etc etc)

They need better planning, contingency and refunds when users can no longer use their paid service.
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I'm afraid that until another national network operator exists with lines running to every household in SA and with a wholesale product for access (or the majority of households at least) there is no "contingency" for Telkom as a whole, and there is no other optional second choice backup or redundancy other than utilising the Telkom network. Blame years of collusion and terrible regulation.

There are alternatives becoming more and more viable though. On the core network side, the alternate solution trying to be resolved now will involve moving traffic over another network entirely - this was always a backup plan. One has to receive confirmation that work was not completed before you can introduce the backup plan. It's also costly, and on a national scale, and changes the entire routing of your core network. It's far more complex than flicking a switch to move to plan B. But Plan B exists, and is being executed at the moment.
 
bgotapen said:
Dude I am sure you are aware that the entire crystalweb network is affected by congestion.

This means:

Slow everything
packetloss

They blame telkom and will stick to that till the "upgrades" are done. There is a huge problem on the isp front where they keep blaming telkom (afrihost, crystalweb, openweb etc etc)

They need better planning, contingency and refunds when users can no longer use their paid service.
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I'm very aware of what is going on with my primary ISP.
If I ask questions, it is because it affects me personally.

In my case I have 4 Mbps line. I have largely been unaffected by some of the issues.
It might be because I have a 4Mbps line that are not so heavily affected as the faster lines. It might be because I plan my downloads better than other people. Whatever the reason is, the only issue I have is some packet loss.
So suddenly my line is almost dead with very little throughput. Less than 100kbps. I know that for a fact, because I constantly monitor my Network on the WAN end and per IP addresses on my LAN.

So I wanted to know if there was an additional issue, other than the general performance issues. I asked CW for feedback.
I expect them to answer me.
CW has always been honest with me.
I will give them grieve if I'm not happy with something.
They will tell me if I'm out of line, wrong or talking nonsense.
I will apologize if needed.
All these instances have happened in the past and will probably in the future as well.

Now read my sig.
 
Crystal Web said:
.......... I urge you to please, as a rule, actually read through the terms and conditions of the service you subscribe to - whether it's ours or another company's services - it's just good practice. ......
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CW is it possible to put up a link to the T's&C's, FUP, ect on the main page?

I was looking for it last night to post a link here but could not find it. I was not in the mood to look for it in he CP, so if it is accessible only through the CP, maybe link is to the main web page too?
 
snail112 said:
CW is it possible to put up a link to the T's&C's, FUP, ect on the main page?

I was looking for it last night to post a link here but could not find it. I was not in the mood to look for it in he CP, so if it is accessible only through the CP, maybe link is to the main web page too?
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I found this:

http://crystalweb.co.za/relationshipagreement.html

"[D] Cancellation Process
1.Subject to this section, and any term contract you may enter into with Crystal Web, it is agreed that you may cancel any or all of your services before the 19th of the month such that the service will be terminated from the last day of the month. Any cancellation notice received between the 19th day of the month and the last day of the month will be regarded as a cancellation effective on the last day of the following month.
2. A cancellation may not be processed while the parties are engaged in a dispute resolution process, or there is an outstanding invoice to be settled, or if a contract is attached to the service.
3.Crystal Web reserves the right to terminate this agreement and the contractual relationship with you under the following circumstances: a.you have breached this agreement and have failed to remedy such breach within 48 hours of being notified of the requirement to remedy the breach; b.on the basis of an AUP violation as envisaged by clause F.8 of this agreement; c.where a cancellation termination of this agreement is imposed upon Crystal Web by operation of any law, regulation or regulatory action in force in the Republic of South African; d.at our election under the same terms and rights as are afforded to you in terms of clause D.1."
 
snail112 said:
Where did you find the link? I still don't see it on the main page, unless you clicked the Sign Up button, which does not show it either.
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All sign up pages for every product include the terms and conditions and require acceptance of them for submission of the application. We will add a link to them in the footer of every page in the next website deployment.

http://crystalweb.co.za/pricing10.html
 
[video=youtube;h8j2zj-A5tE]https://www.youtube.com/watch?v=h8j2zj-A5tE[/video]
 
snail112 said:
Where did you find the link? I still don't see it on the main page, unless you clicked the Sign Up button, which does not show it either.

EDIT: It is only visible when signing up. No other link nowhere on the page.
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Ye, I clicked the signup button, then looked at the bottom.
 
Following feedback, a link to the customer relationship agreement has been added to the footer of all relevant pages of the existing site rather than just the sign up pages.

In addition, we have also slashed the pricing of some of our DSL lines. 20Mbps DSL lines are just R399 and 40Mbps lines are now R499. These savings will be passed on to existing customers as well. 10Mbps was R399 and is now R375. 4Mbps was R279 and is now R249. 2Mbps DSL lines are R155 - if you are currently on a cheaper 2Mbps package as an early bird customer, you will continue to pay the lower price.

Just a little early Christmas present for bundled customers. :)
 
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